p44-45 MS 5/5/09 17:50 Page 45
ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet v newspaper advertiser
First Choice Discoveries Travel Thomas Cook Virgin Holidays
17 Cricklade Street 65a Cricklade Street
Thomascook.com/cruisecaribbean Advert in The Daily Mail
The staff were The agency and I selected this I chose this
well presented, employees here website as the advert as it
acknowledged were all smart most prominent stood out from
me as I entered and I was link following a the others in
and offered offered help as Google search. It the paper. The
assistance. The consultant soon as I walked in. Having was easy to navigate, offering consultant who answered my
who dealt with me seemed established my requirements, clear step-by-step instructions. call was polite and keen to
very knowledgeable. They including trip duration and The site requested lots of hear what I needed from the
answered all my questions travel dates, and answering detail from the user about the holiday. They enquired about
with sufficient details and my additional questions cruise they were looking for. my budget and the type of
made sure I understood with sound knowledge, the It wasn’t possible to enter a accommodation I wanted.
everything they were conveying consultant soon found a budget but prices were clear, Having found a possible
so that I had a good idea of holiday with Princess Cruises making it easy to discount match, the agent described the
what the holiday would be that met my needs. Unfortu- unaffordable options. Once I itinerary in detail and then
like. The package that was nately, it was over budget. had selected a ship that double-checked with me to
suggested matched all my However, the consultant was matched my needs and was make sure it was exactly what
requirements and came within eager to help and offered a good value, it was easy to I was looking for. I was en-
budget. I was offered discounts discount to bring the cost choose between the different couraged to book with a free
as an incentive to book. back within my price range. cabins. upgrade if I booked that day.
✔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: Virgin Holidays Cruises
The consultants at both First Choice and Discoveries Travel provided a
next
good service and options that matched my request.
Thomascook.com was
week
also easy to use and offered lots of product information. However, I felt the
consultant at Virgin Holidays Cruises went that one step further to offer
This week’s winning
top-notch customer service to secure the booking. He went to lengths to
Mystery Shopper goes
consultant at Virgin
Holidays Cruises
explain all aspects of the holiday and then offered several incentives,
to London
offered the best
customer service
including a discount. I was offered 14 nights with Ocean Village, departing
Gatwick on November 11 and visiting 11 islands for £3,998 for two people.
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