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ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet
Dawson & Sanderson Thomson Travel Republic Great Late Deals
127 Linthorpe Road 95 Linthorpe Road Travelrepublic.co.uk Greatlatedeals.co.uk
The branch was The shop was I selected this This website
clean and tidy tidy and organ- website from registered high
and was well ised. I was given my Google on the sponsored
set out. I was a brochure once search as one links section
dealt with by a the consultant that I recog- following my Google search.
friendly and polite consultant knew where I was planning to nised. There were many It was easy to use and put
who asked all the relevant go. However, no other questions questions asked of the user several questions to the user,
questions. As they searched were asked about my holiday and it was easy to enter my which covered all the basics.
for a suitable holiday, they and I had to prompt the agent requirements and search for The outcome of this was that
explained what they were for more information. Flight a suitable match. The website the suggested holiday matched
doing and why, to keep me details were provided once I flagged up a holiday which all of my requirements. It too
engaged. The agent managed pushed but no other details met my needs on every level. offered the same package as
to find four-star accommoda- were given, let alone informa- Insurance and car parking Travel Republic and the high
tion and flights well within tion about extras. I felt the were mentioned as extras. street agent, but was slightly
budget. Insurance, airport consultant was not motivated The same deal was offered as more expensive than its rival
hotels and car parking were to help. I was disappointed that suggested by Dawson & website, although still easily
also mentioned. I was that they appeared more Sanderson but was £70 within budget. Insurance and
encouraged to book but not keen to get back to their cheaper – and it included airport parking were men-
given the hard sell. admin work. transfers. tioned, and transfers included.
✔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: Travel Republic
The agent in Dawson & Sanderson was helpful, friendly and professional.
next
By contrast, had I been a genuine customer at Thomson I would have walked
week
out as I was shown no interest and the agent made little attempt to engage
in conversation. However, online was the most convenient method. It also
enabled me to look at hotel reviews in detail. Both Travel Republic and
Mystery Shopper
Travelrepublic.co.uk
offered the best price
Great Late Deals were good but of the two I would have selected Travel
goes to Ireland
and most convenient
method of booking for
Republic, simply on price. It had four nights’ B&B at the four-star Ulemiste
the mystery shopper hotel, departing Stansted on September 14, for £480.86 including transfers.
17.04.2009 41
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