THE LEADERBOARD Hannah Smith at Bath Travel was top seller for March and wins a £25 attractions


voucher, with thanks to our partner Attraction World. Find out why Hannah won at ttgdigital.com/mysteryshopper


high street v internet v newspaper


Barrhead Travel Unit 22, Kyle Centre


First impressions: The store was clean, but one of the entrance doors was not working. I was directed to sit until someone was available. The consultant was welcoming and professional, however there was not enough eye contact. 6/10


Sales process: The agent was articulate and knowledgeable about New York, and suggested activities. I felt the conversation was rushed at points but they did cover all aspects of my enquiry in one phone call and offered two quotes. 13/15


Product match: The consultant asked if the trip was for a special occasion and whether I was bothered about going via London. They recommended BA to JFK as my luggage would go all the way through and quoted £3,352 including business- class seats on the way out. 14/15


Making the sale: The consultant suggested booking soon to avoid a price rise and suggested that a package holiday would work out better value for money. I felt confident in their product knowledge but did not feel as valued as I had with the previous consultant. 7/10


Flight Centre Flightcentre.co.uk


First impressions: The homepage was easy to navigate and I could enter my requirements easily. The contact number was prominent and I felt confident a consultant from this company would be able to help me. 10/10


Sales process: The consultant originally quoted for flights from London so I corrected them that I needed to leave from Glasgow. They were friendly and informative, though I felt the conversation was somewhat rushed. 10/15


Product match: I was quoted £4,452 for return business-class flights with KLM via Amsterdam by email half an hour after calling. The consultant was knowledgeable and their email comprehensive. 12/15


Making the sale: I was impressed by the consultant’s efficiency but felt that suggesting I call back on Monday was not a strong enough way to seal the deal. The consultant explained the flights were Atol and Abta-protected but did not take my name or phone number. 7/10


Dial A Flight 0844 556 6004


First impressions: My call was answered immediately but the consultant did not introduce themselves. They did not seem interested in my enquiry and said it was not worth providing me with a quote unless I gave concrete dates. 5/10


Sales process: The consultant did not ask many questions besides my preferred airport. I did not feel that a thorough search had been undertaken. They gave me their direct number but seemed only interested in immediate sales. 8/15


Product match: I was told that two return business-class flights would cost about £8,000 but ended the call feeling like I had been a nuisance. The consultant did not ask for my contact details. 7/15


Making the sale: The conversation ended quickly with no promise of a follow-up. 5/10


This week’s winner


80% 78% 50% Learn more about


SeaWorld Parks & Entertainment Take the SeaWorld Parks & Entertainment online training course at ttgdigital.com/knowledge


powered by 05.04.2012 35


Name: Alix Murray Agency: King World Travel How long have you been in travel? Only nine months as I’m halfway through my training, but I really enjoy selling long-haul and my colleagues help a lot. How’s business? We’re busy with “bucket and spade” bookings but also flight-onlys because we’ve been advertising in local papers recently. Where is on your wish list? I’m intrigued by Dubai, I’d love to experience the glamour of the city myself. How do you sell New York? Relatives and colleagues have been so I’ve quizzed them about the attractions worth visiting. Any holidays for you this year? I’m off to Lanzarote this Christmas after I made my family book with me.


Who gets the booking? The consultant at Dial A Flight was knowledgeable but dismissive in demeanour. The Flight Centre agent was also knowledgeable about the US but I felt rushed. The service at Barrhead Travel was good, so it was a shame the shop entrance was slightly discouraging. I would have booked with Alix at King World Travel because she made me feel the most welcome and seemed interested in my plans.


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