TTG Toolkit Mystery Shopper
Mystery Shopper in Morpeth
The mystery shopper visited two agencies in Morpeth, Northumberland, to request a week in a five-star hotel in Cyprus in May, flying from a local airport, on a budget of £1,400. They then chose two companies from the
Google.co.uk search results for ‘five-star holiday in Cyprus’
This week’s contenders:
The Travel Emporium 11 Oldgate
First impressions: The shop was in an attractive old building. Inside it felt welcoming and not sterile. The assistant had a lovely smile and gave me her full attention as soon as I walked through the door. 10/10
Sales process: The agent asked about my requirements, and commented positively on my choices, talking to me during the search. I said I had found only big hotels online that all looked the same, so the agent looked for smaller hotels. 14/15
Product match:We went through several hotels together, and weighed up the options regarding size, feel and proximity to the beach. The agent tried a number of dates until they found a special offer on B&B instead of self-catering, which was excellent value at £854. 12/15
Making the sale: No extras were mentioned even though I did have money left in my budget. I was told to contact the agent or a colleague if I wanted to book, and the next day I received a follow- up call. When I declined to book, the agent’s attitude was still great. 7/10
86% Cyprus has plenty of ancient ruins to keep your culture-loving clients happy
TTGhas teamed up with React Surveys to simulate a realistic booking process each week – that means a mystery shopper looking for the best deal from agents and operators on the high street, online, on TV or in newspapers. The Mystery Shopper research is carried out on behalf of TTGby React Surveys, and no further details or information can be disclosed. Researchers take into consideration first impression, sales process, product and budget match and extras offered before giving an unbiased opinion of which channel/company they would have booked with on that occasion. We do not claim that the winner is the best in an area or specialist sector, as we may report on competing travel firms in the future. Please note that the aim of Mystery Shopper is not to criticise individual agents or companies, but to promote good sales technique for the benefit of all in the travel trade.
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