p44-45 mystery jan9 6/1/09 10:32 Page 45
ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet v newspaper advert
Thomson Wish You Were Here Travel Ocean Village Holidays 1AHoliday
40 High Street 36 High Street oceanvillageholidays.co.uk Daily Express
The branch was I was provided The website’s The advert was
clean and tidy with brochures reference to small but I was
and an assistant and given lots children made attracted by the
offered help as I of options once it instantly mention of
entered. They the agent had appealing. Greece and
appeared very interested in established exactly what I was However, while the site was Cyprus. I called the telephone
my requirements and listened looking for. The consultant attractive, it was cumbersome number and had to wait in a
carefully to my needs as I suggested the same ship as to navigate. I could input basic queue, but the consultant
answered lots of questions mentioned by the agent in information, such as number who answered was friendly.
throughout the sales process. Thomson – Royal Caribbean’s of passengers and dates of They asked a couple of
I was disappointed that only Independence of the Seas – travel. This search offered a questions, but there were not
one option was suggested but but they also offered a discount selection of options but it any about price. The consultant
it met all of my needs and off the total price. Room type could have tailored my needs said they would call me back
came within budget. Details and excursions were also better. A separate page detailed later with some options and
about excursions and children’s matched. No other extras were children’s facilities but the quotes as they were currently
facilities were also provided mentioned but the overall booking would have required very busy. When I heard
in detail. Extras were not service was very friendly and a call to an agent to ascertain nothing, I called again but
mentioned, but I was helpful and I was encouraged what each ship offered. The they were still unable to
encouraged to book. to book that day. package was over budget too. provide any information.
✔First impressions ✔First impressions ✔First impressions ✔First impressions
✔Sales process ✔Sales process ✔Sales process ✔Sales process
✔Product match ✔Product match ✘ Product match ✘ Product match
✔Incentive to book ✔Incentive to book ✘ Incentive to book ✘ Incentive to book
This week’s winner: Wish You Were Here Travel
I would have given my booking to Wish You Were Here Travel. Drawing
next
on past experiences of friends and other clients, she used anecdotes to sell
week
the holiday. I was offered 14 nights on Royal Caribbean’s Independence of
the Seas departing Southampton for the Mediterranean on June 6, 2009.
The price, including a discount, was £4,150. Thomson also offered a good
Mystery Shopper goes
Melanie Pursell from
Wish You Were Here
service but the price was higher and the agent didn’t go to the same lengths.
to the south-east
Travel demonstrated
excellent customer
Oceanvillageholidays.co.uk didn’t provide enough information about
service facilities, while 1AHoliday did not make me feel like a valued customer.
New YNew Year,, New Incentive...New Incentive...
What better way to kick start 2009, than with an incentive just for you!
Valid for Butlins, Haven or
or why not
Warner Leisure Hotels
Earn £5 vouchern £5 voucher
bookings made in January.
for every 7 night booking and
DOUBLE your moneyDOUBLE your money
Warner Leisure Hotels weekend booking
for July and August bookings
For more information or to download a claims form visit www.bourneleisuresales.co.uk or call 0871 230 1925
Terms and Conditions: This incentive applies to bookings made between 5 - 31 January 2009. To qualify for reward, it must be a confirmed 7 night Butlins, Haven or Warner Leisure Hotels booking or a Warner weekend (Fri-Mon)
booking for 2009. Complete a claims form to claim your High Street Vouchers. All claims forms must be received by close of business Tuesday 3 February and High Street Vouchers will be sent to you directly. Incentive is per
booking, per individual, not branch. No alternative will be provided. Bourne Leisure reserves the right to withdraw or change this incentive at any time without prior notice.
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