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TTG Toolkit Mystery Shopper


Mystery Shopper in Chorley


The mystery shopper visited two agencies in Chorley, Lancashire and requested a relaxing 14-day holiday to Fiji for two adults on a budget of £5,000 in October. They then made two Google.co.uk searches using the term ‘Fiji Holiday’


This week’s contenders:


Thomson 17 Market Walk


First impressions: The window display advertised various holiday quotes and details of packages. The consultants were smartly dressed. I only had to wait two minutes, then a consultant greeted me with an apology for the wait and a genuine smile. 8/10


Sales process: The consultant was friendly and helpful, but they had never dealt with Fiji before. Questions were asked to establish what I was looking for, but did not cover how many stars for the accommodation, or board basis. 10/15


Product match: The suggested product came in well under budget, even flying from Manchester – at £4,330 – and it seemed to be very good value, especially as breakfast was included. The hotel choice also fitted my requirements and was on the dates I requested. 12/15


Making the sale: The consultant advised me that prices change on a daily basis and I was advised to book there and then, and given the opportunity to reserve my flight seats. My information was taken but I was not advised of any follow up call. 8/10


76%


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.


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30 17.07.2014


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