TTG Toolkit Mystery Shopper
Mystery Shopper in Altrincham
This week, our Mystery Shopper visited two agencies in Altrincham to request a same-sex wedding in New York this September with a budget of £3,000. They then chose two companies from the
Google.co.uk results for “weddings in New York”
This week’s contenders:
Admiral Travel 13 Moss Lane
First impressions: The shop was obscured by scaffolding but tidy inside. One of the two smartly dressed consultants invited me to sit, appearing interested in my enquiry. The agent spoke with an air of confidence, having visited New York three times. 8/10
Sales process: They showed me hotels they had stayed in or been recommended. Their computer system was not working but they both phoned and emailed with prices from Funway Holidays and USAirtours an hour later. 11/15
Product match: The consultant suggested I speak to a colleague who had just booked a New York wedding. They outlined the Wellington Hotel at £1,422 and Holiday Inn Midtown 57th Street at £1,127, for five nights room-only. Flights were £1,284 but I did not get prices for the wedding . 10/15
Making the sale: The consultant did not know enough about weddings to secure the sale there and then but promised to liaise with a colleague the next working day. The follow-up messages had a positive tone and encouraged me to pursue my enquiry. 7/10
72% Same-sex marriage was legalised in New York last June
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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