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ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet v newspaper
Thomson The Traveller Dream Oman Luxury Trips
31, Market Street 10 Sir Simons Arcade Dreamoman.com Luxury Trips – Guardian
The consultant was The consultant I chose this The advert suggested
busy with another was interested site as the name that it specialised
customer but once in helping me suggested they in the Middle East.
they realised I was but appeared less were specialists I called a consultant
waiting for help they were confident about selling Muscat. in Oman. The site was easy to who was friendly and asked
welcoming. They conveyed a I got the impression they had use and asked questions to questions to ascertain my
good deal of knowledge about not dealt with this destination determine the best product. I needs. I was told they would
Oman and tried hard to sell before. I was asked very few was given options, then called call back later once they had
the hotel to me. I was told questions and I wasn’t shown a consultant. They said the done some research. I didn’t
about its facilities and the fact the search results, which made quote was not valid as the feel engaged because of this,
it was five-star and half-board me feel uninvolved. They were published flights were not however the consultant did
– an upgrade of what I had not able to find a four-star with available. They looked for other talk through parts of the trip.
asked for. However, the con- a spa so convinced me to opt flights and kept me engaged Unfortunately they could not
sultant could not find a day for one without which they while they did, however alter- offer suggestions for the
trip and suggested I book it on said would be cheaper. They native flights were expensive. excursion. The holiday, includ-
arrival. The price, with trans- jotted the details on a business They said they could organise ing complementary airport
fers which I was encouraged card. I did not leave with con- a day trip but would have to lounge pass, was in budget but
to buy, came under budget. fidence in their information. get back to me with details. I felt pushed into booking.
✔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: Thomson
I would have booked this holiday with Thomson. I felt involved in the
sales process and Samantha researched my requirements as if she were
booking for herself. She also tried hard to find an excursion even though
next
this ultimately proved fruitless. She suggested seven nights’ half-board at week
the Shangri-La’s Barr al Jissah Resort & Spa, Oman, departing April 20
Thomson’s Samantha from Manchester and costing £2,330 for two people. By contrast, I was not
Richmond researched
the mystery
feeling confident in The Traveller’s suggestions, and Dreamoman.com
shopper’s holiday as
left me feeling annoyed by wasting my time advertising unavailable flights.
Mystery Shopper goes
though she were
booking for herself I felt pushed into buying something which didn’t match my needs with
to the south-east
Luxury Trips.
Seal the deal
Culture: Sell the authenticity Variety: Whether your client is Luxury: Oman has a range of Thrills: For the adventure
of Oman’s culture. Clients can seeking culture, luxury, spas, accommodation to suit any seekers among your clients,
Tips provided by the Oman
experience ancient forts and adventure, diving, or a beach budget, but for top-end clients suggest a cave exploration or
Tourist Office
authentic souks, while hotel holiday, Oman offers pristine wanting something extra special, rock climbing, trekking,
staff are Omani, as are the white beaches, deserts, moun- recommend a luxury tented kitesurfing, as well as dune
highly experienced tour guides. tains and lush green valleys. desert camp experience. and wadi bashing.
12.02.2010 33
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