This page contains a Flash digital edition of a book.
TTG Toolkit Mystery Shopper


Mystery Shopper in Cambridge


The mystery shopper was in Cambridge to find a short stay cultural trip to Morocco for one – potentially as part of a guided group – this summer with a budget of £700. They approached two high street agencies and made two searches on Google.co.uk using the term ‘Morocco cultural holiday’


This week’s contenders:


Thomas Cook 8 St Andrews Street


First impressions: The store had colourful posters in the window advertising special deals. Inside, there was a neat display of brochures and an agent on the shop floor catering to customers. I was greeted within seconds, offered tea and coffee, and asked if I’d like to take a seat. 10/10


Sales process: The agent was friendly and enthusiastic. They asked questions and knew about Morocco, despite never visiting Marrakech. They sensibly offered a central city hotel to avoid me travelling alone late at night. 14/15


Product match: The deal was within budget and met all my needs – a seven- night Cresta B&B city break, flights and shuttle bus transfers for £572. They said Stansted was easy to reach and made numerous searches to find a suitable flight time. 15/15


Making the sale: The agent’s enthusiasm for the package found came through. They took my details and promised to call in a few days, but noted I should book soon to ensure the price. They said it had been a pleasure meeting me, and I left feeling fired up and enthusiastic. 10/10


98%


TTGhas teamed up with React Surveys to simulate a realistic booking process each week – that means a mystery shopper looking for the best deal from agents and operators on the high street, online, on TV or in newspapers. The Mystery Shopper research is carried out on behalf of TTGby React Surveys, and no further details or information can be disclosed. Researchers take into consideration first impression, sales process, product and budget match and extras offered before giving an unbiased opinion of which channel/company they would have booked with on that occasion. We do not claim that the winner is the best in an area or specialist sector, as we may report on competing travel firms in the future. Please note that the aim of Mystery Shopper is not to criticise individual agents or companies, but to promote good sales technique for the benefit of all in the travel trade.


Learn more about Shearings


Take the Shearings online training course at ttgdigital.com/knowledge


34 21.02.2013 powered by


Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36  |  Page 37  |  Page 38  |  Page 39  |  Page 40  |  Page 41  |  Page 42  |  Page 43  |  Page 44  |  Page 45  |  Page 46  |  Page 47  |  Page 48  |  Page 49  |  Page 50  |  Page 51  |  Page 52  |  Page 53  |  Page 54  |  Page 55  |  Page 56