p42-43 myst shopper feb27 24/2/09 14:32 Page 43
ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet v teletext
Co-op Travel Hays Travel Completetravel Travelclub
27 Segedunum Way, Unit 1, Segedunum Way,
Completetravel.co.uk
Travelclub.co.uk
The Forum Shopping Centre The Forum Shopping Centre
The store was The shop Having been to I selected this
busy so I had appeared dark Turkey before, I company based
to wait, but the on entering and searched Google on the adver-
consultant was short of for “holidays in tised prices
offered me a seat good lighting. Marmaris Turkey from for Turkey
and a coffee. On being served, The consultant who dealt Newcastle airport”. holidays. I then contacted a
the agent appeared enthusias- with me showed a lack of
Cheapholidaydeals.co.uk consultant who forwarded me
tic in all elements of my interest in my booking. I felt was the top link and listed to their colleague who was a
booking. They took care I had to lead the sales process several Turkey deals. I selected Turkey specialist. They asked
to ask lots of questions to because they did not really ask the one which best matched detailed questions about my
ascertain my requirements, me any questions about my my needs, offered by Complete- needs, including departure
and keep me involved by requirements. However,
travel.co.uk, and rang the num- airport and travel dates.
consulting me on all stages my budget was taken into ber provided. The consultant was However, they appeared more
of the booking. I was given account and options were friendly but asked only basic interested in selling all-inclu-
several options within my found that matched this. No questions. They proceeded to sive than matching my
budget. Special offers were extras were offered. I was push all-inclusive when I in- budget. I did not like the
also found and insurance was given a brochure to read up sisted on B&B. They didn’t pushy technique and would
offered. The whole experience on the resort but it was the show enthusiasm for my book- have been put off booking. No
was enjoyable. wrong one. ing, or match my budget. other extras were mentioned.
✔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: Co-op Travel
Hays Travel and the consultant for
Completetravel.co.uk lacked interest
next
in my booking, while the agent at
Travelclub.co.uk was too pushy with an
week
offer that didn’t meet my budget or needs. However, I would have returned
to Co-op Travel to book this holiday. Victoria took care with my request,
involved me throughout the whole process, and also followed up my visit
Mystery Shopper goes
Victoria Nicholson
showed genuine
with a call to see if I wanted to book. She offered seven nights’ B&B at the
to Scotland
enthusiasm and
took real care over
Dilek hotel in Gumbert, Turkey, with flights departing Newcastle airport on
the booking May 9 and costing £418 for two people.
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