Free ACM Practice Questions

Question 1

Two experienced cruisers require a private balcony and a cabin in the middle of the ship. Both available offers are within budget. The cheaper offer is a balcony guarantee: the cruise line assigns the cabin and does not promise its location. The other offer holds a specific midship balcony cabin at the quoted price until tomorrow. The advisor's strongest recommendation is:

Accepted Answer

Choose the named cabin because it meets both requirements during the stated hold.

Answer

Choose the guarantee and spend the savings on additional onboard activities.

Answer

Choose the named cabin for the enhanced service usually associated with higher fares.

Answer

Choose the guarantee and ask the cruise line to record a midship cabin preference.

Question 2

A $1,600 cruise promotion generated 10 additional bookings that would not otherwise have occurred. For each booking, the $4,000 customer payment included $1,000 in noncommissionable charges. The cruise line paid 12% on the commissionable portion, the host retained 20% of that commission, and variable servicing cost was $48. No other revenue or incremental costs applied. What was the campaign's net contribution after its promotion cost?

Accepted Answer

Positive net contribution of $800

Answer

Positive net contribution of $1,280

Answer

Positive net contribution of $1,520

Answer

Positive net contribution of $1,760

Question 3

'We love the children having lots to do, but our last cruise was exhausting,' a parent tells an advisor. 'This time it needs to feel quieter.' Before narrowing the ship selection, what is the most useful question?

Accepted Answer

What was happening on the last cruise when you found it most difficult to relax?

Answer

Would a larger suite give your family more space to relax?

Answer

Could you travel outside school holidays to avoid busier public areas?

Answer

Would you trade some children's activities for a more relaxed atmosphere?

Question 4

At 15:00 UTC, a client emails, 'That cabin looks ideal. I'll arrange the deposit this evening.' The supplier's notice says the cabin is held until 17:00 UTC and becomes confirmed only when the deposit is received and written confirmation is issued. Neither condition has been met. What status and next step accurately reflect the booking?

Accepted Answer

Keep it on hold and explain that payment is needed before 17:00 UTC.

Answer

Confirm the booking and collect the deposit later this evening.

Answer

Release the cabin now because the deposit has not arrived.

Answer

Extend the supplier hold in the record to match the client's promised payment time.

Question 5

A client calls from a cruise terminal where an evacuation alarm is sounding and staff are directing passengers out of the building. The client is hesitating because final boarding is approaching and asks the agency manager to protect the reservation. What must the manager tell the client before dealing with the booking?

Accepted Answer

Follow the evacuation instructions now; we can address the booking once you are safe.

Answer

Locate the cruise line's ground representative first so your departure from the terminal is recorded.

Answer

Give me your booking reference first so I can reach the cruise line's emergency desk.

Answer

Ask terminal staff to obtain boarding approval before you leave the check-in area.

Question 6

An agency's paid magazine advertorial prompts a newspaper editor to interview its owner. The newspaper then publishes an unpaid article, with independent editorial control and no agency approval. Classify the newspaper coverage, not the original advertorial.

Accepted Answer

Earned media, because the independent newspaper controlled the unpaid article's content.

Answer

Paid media, because the newspaper coverage originated with the agency's paid advertising.

Answer

Owned media, because the agency provided the interview and facts.

Answer

Shared media, because another outlet redistributed a story already published about the same agency.

Question 7

Missed follow-ups are concentrated among two senior advisors. Both correctly demonstrate the process, have working system access, and completed follow-ups reliably before being assigned a surge of disrupted group bookings. Their open caseloads now exceed the workloads they previously handled on time; other advisors have spare capacity. Which intervention best fits the evidence?

Accepted Answer

Rebalance their caseloads, then check whether on-time follow-up returns to its previous level.

Answer

Require a refresher course and a new check of their procedural knowledge.

Answer

Require the servicing manager to review each outgoing update until their follow-up performance is consistently reliable.

Answer

Lengthen response-time commitments across the agency to accommodate the current workload.

Question 8

Client interviews reveal that families coordinating several households value one contact for cabin arrangements, payment deadlines, and individual requests. Competing agencies promote price matching. This agency already has a group coordinator and a shared follow-up system, but cannot profitably match every fare. Which positioning statement makes the strongest use of its demonstrated capabilities?

Accepted Answer

One coordinator keeps your family cruise arrangements and deadlines together.

Answer

Competitive cruise fares that match the online prices you bring to our experienced advisors.

Answer

Choose from a wide range of destinations and accommodation categories for your next cruise.

Answer

All-inclusive cruise packages that simplify every family's arrangements before and during the voyage.

Question 9

After a cruise-planning service, 240 clients are invited to rate their likelihood of recommending the agency from 0 ('not at all likely') to 10 ('extremely likely'). The 120 valid replies comprise 72 ratings of 9-10, 24 of 7-8, and 24 of 0-6. The manager proposes reporting '60% client loyalty.' Which replacement correctly states both the Net Promoter Score and what was measured?

Accepted Answer

+40; respondents' willingness to recommend, not evidence of actual repeat bookings.

Answer

+20; willingness to recommend among the clients invited.

Answer

+50; the recommendation balance after passive respondents are excluded.

Answer

+60; the share of clients whose loyalty is demonstrated by a repeat booking.

Question 10

'Please stop sending me cruise offers. I still want payment reminders for the trip I've booked,' a client writes. The agency's communication policy allows service messages requested by the client, prohibits adding promotions to them, and requires promotional opt-outs to take effect immediately. The client's final payment is due next week. How should the advisor update the communication settings?

Accepted Answer

Suppress cruise offers and keep the payment reminders the client has requested.

Answer

Switch off every automated message until the client renews email permission.

Answer

Keep booking-related promotions active until final payment, then remove the client.

Answer

Combine the payment reminder with one relevant cruise offer to reduce email volume.

Free ACM Practice Questions

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