p42-43 MS Dec11 8/12/09 17:52 Page 43
ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet v newspaper advert
Midlands Co-op Travel Thomas Cook Cheapholidays Longwood Holidays
15, Stafford Street 42, Gaolgate Street Cheapholidays.com via The Times
Both consultants I was greeted as The website was The advert suggested
were busy but soon as I entered bright and it specialised in
neither smiled the store and the colourful and Red Sea holidays
or acknowledged consultant offered easy to navigate. at reasonable
me as I entered. I was handed help immediately along with a The search prompts were also prices. The consultant
brochures to help decide what friendly smile. I was asked lots detailed and quick to process. was warm and chatty which
I might like. As the consultant of questions and felt the agent It came up with several helped to build a rapport.
searched their computer for had established my preferred properties and a large range However, they failed to ask
hotels, they kept conversation holiday. They explained fully of flight options. I called a enough questions, and I had to
flowing but I was not made what they were doing as they friendly consultant on a free prompt them about my length
aware of everything they were searched the computer for telephone number who also of stay. I wasn’t asked for my
looking at, and I felt they were options, turning the screen suggested a suitable property budget either. A property with
unfamiliar with the properties. around for me to see. Two with a spa. I wasn’t asked for a spa was suggested but no
They found a hotel with a spa properties and their facilities my budget but the quote came other facilities were mentioned,
within budget and I was given were explained to me by a col- in under it and included flights. although a £100 discount per
the brochure to read. No other league who had been to them. Unfortunately they weren’t person was flagged up. I was
facilities were promoted, or in- Their competence and desire able to offer their own personal not pushed to book but they
centives offered, and I wasn’t to go the extra mile would recommendations but I was asked for my number to
encouraged to book. have encouraged me to book. still encouraged to book. follow up in a few days.
✘ 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 agent at Longwood Holidays developed a good rapport but the sales
next
process was not thorough. Likewise I did not feel the agent at Midlands
week
Co-op Travel went out of their way for me. By contrast, the agents at both
Cheapholidays.com and Thomas Cook were helpful and secured good
options which matched my needs. However, Donna at Thomas Cook was
Mystery Shopper goes
Donna Bayliss used
her own personal
able to offer personal recommendations, and was the only agent to ask
to the south east
experience to sell a
suitable holiday to
about the importance of location. She suggested one week all-inclusive for
the mystery holiday two at the Laguna Vista in Sharm el Sheikh, departing June 3, 2010, for £1,270.
delivers advertiser info instantly all from one FREE text!
Text for example T1, T2, add name/email (address is optional) send to 62244
T1 Sandals T4 Oman Air T7 Cox & Kings
T2 Western & Oriental T5 Eithad Airways T8 Virgin Holidays
T3 Connections T6 Canadian TC T10 Qantas Holidays
Register free at
GOTXT remembers your details for next time and is
www.gotxt.biz
number safe
Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36  |  Page 37  |  Page 38  |  Page 39  |  Page 40  |  Page 41  |  Page 42  |  Page 43  |  Page 44  |  Page 45  |  Page 46  |  Page 47  |  Page 48  |  Page 49  |  Page 50  |  Page 51  |  Page 52  |  Page 53  |  Page 54  |  Page 55  |  Page 56  |  Page 57  |  Page 58  |  Page 59  |  Page 60  |  Page 61  |  Page 62  |  Page 63  |  Page 64  |  Page 65  |  Page 66  |  Page 67  |  Page 68  |  Page 69  |  Page 70  |  Page 71  |  Page 72