p32 MS Jan29 26/1/10 13:54 Page 33
ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet v teletext
Thomson Going Places The Holiday Place Co-op Travel
9, Waterloo Place Unit M9 Foyleside Shopping Centre, Orchard St
Theholidayplace.co.uk Teletext
I was approached The agent was on This site looked Teletext was difficult
immediately in the telephone simple to use. to browse, however
a friendly manner. when I entered There were two I managed to find a
The consultant the store but I search features – company advertising
asked what I was looking for still received a warm smile one quick and one more Caribbean holidays. I called
and then apologised for the and welcome. I was quickly detailed. Holidays were clearly the number listed and a
length of time the computer offered a seat and asked where displayed but only for prices friendly agent answered. They
was taking to find results. The I wanted to go. They quickly per person. There was no were enthusiastic and willing
only holiday they were able to ascertained what I was after facility for adding children to assist. They noted down my
get a quote for was £3,000 and then went about searching until I completed a holiday requirements and said they
over budget. They persisted for a match, enthusiastically. request form later. An agent would phone back in 10 min-
but had no luck getting The consultant engaged me in contacted me the next day to utes after researching the
through to other operators. the search process with say a match was found. I asked options. They called back with
They promised to try again friendly conversation and soon them to email the quote but one option which they said
the next day and get back to found a holiday that ticked the they apologised, saying this matched my needs. They out-
me. I was given two brochures boxes. I was shown a brochure could not be done until lined the facilities and location
to take and later received a and the agent discussed the Thursday (three days’ time). of the property and left me a
quote. It matched all my needs hotel with me. I was encour- I was disappointed I could direct number in case I wanted
within budget. aged to book but not pushed. not easily get a total price. to book or had any questions.
✔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: Going Places
I struggled using Teletext and finding a suitable company, however once I had, the Co-op
next
Travel agent was friendly and helpful.
Theholidayplace.co.uk was also frustrating
week
because it proved so difficult getting a total price, putting me off booking through this site.
By contrast, the service and product match I was offered at both Thomson and Going
Places was exceptional. The agents were both courteous and enthusiastic, however I
Mystery Shopper goes
felt Brenda at Going Places went the extra mile. She suggested 14 days all-inclusive at the
to East Anglia
Almond Morgan Bay resort in St Lucia, for two adults and two children departing Gatwick
on March 30, for £5,850.
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