ttglive.com
mystery shopperknowledge This week’s contenders: high street v internet
Miles Morgan Travel 28 Old Market Centre
The agency was clean and tidy. Two of the three consultants were with customers.
None of them acknowledged me so I browsed the brochures. I then approached the free consultant and said I wanted to price up a holiday to New Zealand. Without asking any questions they handed me a brochure and said: “Once you have looked through, give me a call and I can arrange an appointment to look at prices and availability.” There was no attempt to ascertain my needs or match a holiday to them.
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First impressions Sales process Product match Incentive to book
Thomas Cook 20 Fore Street
Litter had blown into the front of the shop. The consultants were serving customers so I read brochures and waited 15 minutes to be acknowledged. The consultant who then helped asked relevant questions and enthused about New Zealand. They explained their searches and tried hard to sell me my preference. The Thomas Cook Signature holi- day fitted the bill, bar wildlife, but I was assured of viewing options. Flight upgrades were suggested and I was warned only eight tour seats were left.
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First impressions Sales process Product match Incentive to book
This week’s winner:New Zealand Sky
Newzealandsky.co.uk followed up quickly and offered a holiday over and above what the mystery shopper had requested
I didn’t feel like a valued customer at Miles Morgan Travel as they asked no questions, just gave me a brochure.
Holidays2newzealand.co.uk didn’t adequately respond to my quote request. Thomas Cook was better, but I had to wait 15 minutes. Once I was served they were excellent. I would have booked with
Newzealandsky.co.uk. The site was informative, my enquiry was acted upon promptly and the consultant understood my needs, suggesting an add-on wildlife tour. I was offered a 16-night escorted tour with Thomas Cook Signature, departing Heathrow on February 8, 2011 at £7,420 for two.
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Mystery Shopper goes to the south-east
Holidays 2 New Zealand
Holidays2newzealand.co.uk
I chose this site as it came near the top of the search results and its
name suggested it was a specialist. The site was well laid out and easy to navigate. The homepage was informa- tive and had a phone number and button for a quote. Using the latter I entered full details of my enquiry and received an email acknowledgement. When I rang 12 hours later they said they were working on a quote, but a week later I got an email asking for info such as whether I wanted an escorted tour.
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First impressions Sales process Product match Incentive to book
New Zealand Sky
Newzealandsky.co.uk
This company was second on the Google sponsored ad links. After
contacting them I received a friendly email inviting me to call. On the phone the consultant seemed genuinely interested in my enquiry. Two-and-a-half hours later I was emailed a quote for two options and a Thomas Cook Signature brochure. The holiday came in under budget and a bush tour extra was mentioned. I would have been happy to book and would recommend this company.
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First impressions Sales process Product match Incentive to book
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