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ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet v Teletext
Flight Centre Eton Travel Chinaholidays Future Travel
39 Peascod Street 104-105 High Street Chinaholidays.co.uk via Teletext
The agency was The shop was This website was This was the only
spotless, the tidy, however easy to navigate, firm on Teletext
brochures were I felt it had a featured many advertising a
well displayed rather musty destination holiday to China.
and a consultant atmosphere. The consultants images and clearly displayed I called a consultant who
greeted me straight away. were busy but once one became contact details. I contacted sounded willing to help. I
They asked lots of questions available I was offered help. a consultant, who suggested explained what I needed but
and listened carefully to my They asked about my needs two itineraries which visited they seemed rushed and more
answers before making and kept the conversation my areas of interest, although interested in what other agents
suggestions. Throughout the flowing while they searched. I they were for 12 nights. The quoted, reassuring me they
enquiry, they explained what was recommended Wendy Wu agent said they would forward could beat it. They suggested a
they were doing which made Tours and we looked through details via email which arrived Wendy Wu tour as it was all-
me feel involved. They used a brochure to find a suitable one hour later. However, no inclusive and previous clients
personal experiences to suggest trip. We found a tour which attempt was made to encour- had never had problems. The
a holiday which matched my matched my needs and budget, age me to book, but I was asked price was within budget but I
needs and budget, including and excursions were recom- to call if I had further ques- was not encouraged to book.
visas and insurance. I was mended. I was encouraged to tions. I found this method of However, I was given a number
encouraged to book. book to ensure availability. booking a holiday impersonal. to call back on if I needed help.
✔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: Flight Centre
The agent at Future Travel found a holiday that matched my needs but I
felt they were rushing through the enquiry. I was impressed by the website
for chinaholidays.co.uk but I was offered a 12-day holiday, not 14 days,
next
and I found using the internet impersonal. The agent in Eton Travel was week
helpful and prompted me to book additional excursions. In Flight Centre,
Nikki Metcalfe at however, the agent was friendly, passionate about my holiday and really
Flight Centre used
her own travel
made me feel like a valued customer. Nikki offered a 14-night Yin and
experience to sell the
Yangtze tour with On The Go Tours, departing Heathrow for Beijing on
Mystery Shopper goes
holiday to the
mystery shopper March 13, 2010 and costing £3,986 for two people.
to Scotland
Seal the deal with these tips from Training for Travel
Walk and talk: Your clients Hit the shops: A great place for Picture the scene: The Oriental At the movies: Science geeks
TRAINING FOR TRAVEL
don’t need a tour guide to visit shopping is the famous Nanjing Pearl Television Tower in Shang- will love the Shanghai Science group ltd
The Great Wall of China, but the road in Shanghai. About 700 hai has several viewing platforms. and Technology Museum, which
For more training tips
history they provide make it a stores line the road including the The revolving restaurant at the is highly interactive and features
and courses, go to
much more interesting excursion. city’s largest department store. top makes it a great place to go two Imax 3D cinemas. Avoid the
trainingfortravel.com or
Suggest pre-booking. Tell clients to wear flat shoes! at night too. crowds and visit on a weekday.
ttglive.com/knowledge
23.10.2009 37
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