ttglive.com


mystery shopperknowledge


This week’s contenders: high street v internet Admiral Travel


Cresta World Travel 13 Moss Lane


The store was untidy, with paper scattered on desks. One consultant was


with a customer while the other was doing paperwork. I approached the free agent, who offered help but didn’t sound welcoming. I felt I was intruding. They found six resorts and wrote them down while animatedly describing them. Their suggestions were cheap all-inclusives with large travel companies, but I wanted something upmarket. They didn’t grasp what I wanted, and didn’t encourage booking.


✘ ✔ ✘ ✘


First impressions Sales process Product match Incentive to book


32 Victoria Street


I was beckoned in to the shop from the cold and greeted warmly. The


branch was immaculate. The consultant was thorough in finding out what I was looking for and even asked about the children’s ages to establish if I needed intercon- necting doors or two separate rooms. They found a hotel offering all the facilities I needed and told me they had sent other customers who had given it very positive reviews. Transfers were included and I was encouraged to book.


✔ ✔ ✔ ✔


First impressions Sales process Product match Incentive to book


The website was easy to navigate and I quickly found information


about resorts. Download times were fast and I could quickly see if holidays were available. It would have been even faster if the search function had offered more options to select criteria such as a “kids’ club”, as some results were not suitable for children. However, I did find a holiday matching my requirements and within budget. In-flight meals and extra luggage allowance were offered.


✔ ✔ ✔ ✔


First impressions Sales process Product match Incentive to book


This week’s winner: Cresta World Travel


Wally Mee at Cresta World Travel made the mystery shopper feel like a valued customer


I failed to reach the final booking stages with Lastminute.com as it kept crashing. Admiral Travel fell short due to a lack of professionalism. They failed to take my contact details and I didn’t feel they wanted my business. Holidayhypermarket.co.uk was easy to use but could have been improved with more focused search options. Wally at Cresta World Travel outshone everyone with his knowledge and eagerness to meet my needs. He suggested seven nights’ all-inclusive at the Gloria Golf Resort, flying from Manchester on April 7 at £3,923 for a family of four with Classic Collection Holidays.


nextweek


Mystery Shopper goes to the West Midlands


Marketing Representation Services – United Kingdom Tender No: TWA52011


Closing time: 11:00AM Tuesday 7 December 2010, Perth, Western Australia


Tourism Western Australia (Tourism WA) is seeking an innovative marketing representation agency to provide integrated marketing and representation services in the United Kingdom.


They will share in Tourism WA’s vision to:


Add value for Western Australia’s tourism industry, by promoting Western Australia as a destination through unrivalled expertise in marketing and outstanding alliances with industry in Western Australia and overseas – achieving results worth celebrating.


Documents are available to be downloaded from the Government tenders website at: https://www.tenders. wa.gov.au/watenders/home.do


If you are having difficulties downloading this document please contact the Government Procurement Tenders Office on +618 9222 5550 for assistance.


adcorp F50131 19.11.2010 41 Holiday Hypermarket Lastminute Holidayhypermarket.co.uk Lastminute.com


The homepage was attractive and inspired me to search


further into the website. There was an extensive, easy- to-use search box to select holiday requirements and when I entered my criteria I got 60 results. However, the first 10 properties I selected had no availability and I had to trawl around to find one matching my dates. As I got on to confirming flights, the site returned error messages and I had to start again. After five attempts with the same outcome, I gave up.


✔ ✘ ✘ ✘


First impressions Sales process Product match Incentive to book


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