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ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet v Teletext
The Co-op Travel Thomson Caribbeancollection Airworld Tours
93, Hermitage Road 13, High Street Caribbeancollection.co.uk Airworld Tours – via Teletext
The branch was The branch was Whilst this site This was the only
appealing from clean and tidy was colourful, company to
both the outside but with the large inviting and mention St Lucia.
and inside. There number of window informative, I I telephoned an
were two available consultants, deals I felt I was entering a couldn’t find any way to check agent who was polite and
both of whom were welcoming “bargain basement” shop. I departure dates or availability friendly. They asked several
and attentive to my enquiry. was offered a brochure and for the advertised holidays. I questions to determine my
The agent who served me had the enquiry could have ended called an agent who was bubbly needs. They discussed activities
been to St Lucia before and there. However, I persisted and knowledgeable. They that could be done at each of
drew on their own knowledge and a consultant then made asked for my details, including the resorts they suggested
to advise me about hotels and good conversation about op- my best quote, and then called which made me feel involved
the best time to travel. They tions, but pushed one supplier. back with two itineraries. I was in the booking process. The
kept me informed of their They tried hard to match my given the basic details but the agent made recommendations
progress as they searched re- budget but couldn’t. Unfortu- agent did not encourage me to based on the experiences of
sults, and ensured I was kept nately I felt my booking was book or sell the resorts, and no their colleague and I was
in the loop. I was given two disrupted by their new system extras were offered. This made offered a 35% discount. The
quotes within budget and left which was causing them me reluctant to book, despite price came within my budget
feeling satisfied that my needs problems due to their lack of the cheapest quotes and good and I was offered a further
had been met. user knowledge. first impressions. £50 to book 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: The Co-operative Travel
I wouldn’t have booked through Thomson as the quote was over budget and I
next
didn’t feel like a valued customer. The agent at caribbeancollection.co.uk
week
found the best deal but made no attempt to encourage me to book. By
contrast, Airworld Tours offered lots of incentives to persuade me to book
that day, but Jan at The Co-operative Travel did likewise and was also able
Mystery Shopper goes
The Co-operative
Travel’s Jan used her
to offer her own personal experience, which was reassuring. Therefore I
to the Midlands
own experiences to
sell a holiday to the
would have given her my booking. She suggested 14 nights’ all-inclusive at
mystery shopper Almond Smugglers, flying from Gatwick on May 7, 2010 and costing £3,413.
04.12.2009 43
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