THE LEADERBOARD
Who’s the best travel seller so far this year? Go to
ttgdigital.com/mysteryshopper for our leaderboard and profiles of former winners. The top-scorer of each month wins a £25 attractions voucher, with thanks to our partner Attraction World
internet v high street
Florida4less.co.uk florida4less.co.uk
First impressions: An easy to navigate site, with attractive imagery. Costs were provided instantly and it was possible to modify searches with a range of extras. A Mickey Mouse “best deal” logo left me in no doubt about the product’s suitability for children. 10/10
Sales process: The consultant’s knowledge of Orlando was convincing and precise questioning gave me confidence a suitable package would be found. The complex and flights were discussed in detail. The ticket package appeared to be standard. 15/15
Product match: The package was close to budget, but would have gone over once park tickets were included; these were more expensive than those offfered by Travel City Direct. The description of the villa was attractive and would have persuaded me to book. 13/15
Making the sale: Our friendly interaction ended with me being given the consultant’s office number and email. They then sent through an email soon after the phone call confirming full cost of package. A lack of additional extras failed to make the deal more attractive. 9/10
Oasis Travel 18-20 Howard Street
First impressions: The agency was clean, well-organised and inviting. The three staff looked professional and I was greeted by a consultant, who took the time to listen my enquiry without interrupting. 10/10
Sales process: The agent asked short questions to become familiar with my request. As they checked availability on the computer, they talked me through the brochure and talked enthusiastically about their own desire to visit Florida. 13/15
Product match: Apart from the price, the product was in line with my requirements. But the consultant had not asked what I would be willing to pay and the quote, when it was eventually revealed, was significantly over budget, and did not yet include theme park tickets. 10/15
Making the sale: The consultant did not push the sale, instead offering to follow up by email. I was not inclined to book as the package was not tailored for children or my budget. No follow-up materialised. 5/10
Breakaway Travel 245 Shankill Road
First impressions: It was difficult to see into the shop through the window cluttered with posters. None of the assistants were in uniform. Large posters advertised a wide product range but overall the agency felt disorganised. 5/10
Sales process: The consultant was mindful of dates and accommodation but not of budget. They made personal recommendations, but during the search there were periods of silence and only one option was presented to me. 12/15
Product match: The suggested villa was the right size and offered the right facilities, but I was not asked my views on price until the quote was printed. I learned the cost of Disney passes but not where the villa was in relation to the parks. 12/15
Making the sale: The consultant didn’t show much enthusiasm for the sale, and did not pressure me to book sooner rather than later. I was assured I could book Disney tickets with the agency but I would like to have seen the costings included in the final quote. 5/10
94% 76% 68% VOYAGES TO ABTA No.Y2206 ANTIQUITY cruises to ancient civilisations
Spring/Summer 2012 Classical Civilisations of the Mediterranean Winter 2012/13 India & Southeast Asia
Call for brochures on 0845 437 9737 or visit
www.voyagestoantiquity.com
This week’s winner
Name: Matt Munday Website: Travel City Direct, part of the Virgin Holidays group. How long have you worked at Travel City Direct? About 18 months. Have you been to Florida? I went for the first time last year, on a fam trip. Any holiday plans this year? I will be going to Barbados in April and hopefully Las Vegas in September. What’s your top tip for selling by phone? Be bright, enthusiastic and give 100% on each call. Trying to find some “common ground” works well. What’s the best Florida booking you’ve made? A family who had been saving for a couple of years and this was going to be their first time to Florida. It took a few days of emailing back and forth to check all the options for them. The mother emailed me after the holiday to say how amazing it was.
Who gets the booking? Oasis Travel and Breakway Travel did not ascertain my budget and failed to sway me with value-added extras. I have no doubts about the dedication of the consultant at
Florida4less.co.uk but I would have booked with Matt at Travel City Direct, because of his quick response and expert knowledge. The deal provided a realistic cost for this type of holiday and included car hire, attraction tickets and Kids Eat Free cards.
CRUISES TO
CIVILISATIONS 2012
CLASSICAL
DISCOVER THE HISTORY, ART AND CULTURES OF THE ANCIENT WORLD
CRUISES TO VOYAGES TOANTIQUITY THE ORIENT WINTER 2012/13
VOYAGES TOANTIQUITY
10093
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