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ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet v newspaper advert
Thomas Cook Thomson Olympicholidays Mercury Direct
3, Long Row 20, Long Row
Olympicholidays.com via Mail on Sunday
The consultants Both consultants I selected this Again, I selected
were busy as I were busy when website because this company
arrived but I was I entered but I was from a glance it because of its
greeted politely offered assistance appeared to offer good deals. I
and offered a seat. The agent as soon as one became avail- good prices. The website was telephoned a consultant
that then assisted me was able. I explained what I was straight-forward to use. Hav- who answered promptly
friendly and chatty. They looking for and the consultant ing inputted my requirements and politely. However, they
asked lots of questions and asked questions to establish into the search fields, the site struggled to find departures
said while they had not been more detail. They suggested a returned various suitable from East Midlands and a
to Cyprus before they had hotel in Paphos and although hotels. I picked one that had hotel offering bed and break-
heard good reports. They it came within my budget I been mentioned earlier on the fast. They did find a flight
suggested a hotel close to bars was not given any other high street although there from Birmingham but told me
and restaurants which would options. They concentrated on were cheaper options. It was that it was a little early to be
be convenient for eating out as my budget rather than making possible to upgrade and select looking for 2010. I was advised
we were only bed and break- an attempt to upsell. However a room with a sea view. Insur- to call back in a couple of
fast. I was given a £220 dis- a sea-view room, car parking ance, car hire and transfers weeks but it would have been
count and was encouraged to and insurance were offered, were also offered. There was nice if they’d taken my details
book as they were not sure for and I was called two days later plenty of information to and contacted me if anything
how long the offer would last. asking if I was ready to book. encourage me to book. suitable became available.
✔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: Thomas Cook
The service from Mercury Direct was poor as the agent could have gone to
next
more effort. By contrast,
Olympicholidays.com impressed me but while it
week
matched my needs, I prefer giving my booking to an agent. The service at the
two high street agencies was similar, although at one point the consultants in
Thomson were chatting among themselves which didn’t come across as
Mystery Shopper goes
Andy Whatmough at
Thomas Cook went
professional. However, at Thomas Cook, Andy went out of his way to find
to the Midlands
to trouble to find a
match for this week’s
the right holiday. He offered seven nights’ B&B at the Avanti Hotel in Paphos,
mystery shopper Cyprus, departing East Midlands on June 5, 2010 and costing £1,166.
Use to request information. It’s FAST, FREE and number safe. Register online at
www.gotxt.biz
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13.11.2009 41
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