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mystery shopperknowledge

This week’s contenders: high street v internet v newspaper advert Thomas Cook

Thomson Meadowhall Shopping Centre, 83, High Street

The store was busy with customers but clean and tidy. I was acknowledged with a smile and then approached after a couple of minutes when one agent became available. They asked lots of questions. I was shown pictures of the hotel on the agent’s screen but I would have liked to have been told about the facilities as well. However they did tell me it was centrally located and it matched my budget. I was also offered insurance, car hire and airport transfers. I would have been happy to book.

✔ ✔ ✔ ✔

First impressions Sales process Product match Incentive to book

93, High Street

Three agents were with customers and two others were talking to

each other. I approached the Foreign Exchange counter where I was offered a seat and a drink. Half an hour passed before I was served; the agent explained they were dealing with an urgent customer issue. From then on service was enthusiastic. I was shown several options and images. Flights were from London but the price was easily within budget with money spare to buy a train ticket. Car hire and insurance were also offered.

✘ ✔ ✔ ✔

First impressions Sales process Product match Incentive to book

This week’s winner: Thomson

Jemma White from Thomson offered an unbeatable price

I was disappointed wouldn’t send me a quote. and Thomas Cook both provided a good all-round service and I would have been happy to book through them based on their service. However, on average their suggested holidays were £200 more than Thomson’s quote. Despite having to wait, I was offered a drink and given a genuine reason for the delay. The service was also exemplary, and I would give them my booking. Jemma suggested three nights at the Hotel Silken Puerta America in Madrid, departing September 7 from Gatwick and costing £509.73 for two people.

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Mystery Shopper goes to the south west


This link stood out as it came high in my Google search results. The layout

of the site was clear and the search facility on the home- page was quick and easy to use. I was prompted to add insurance and car hire. A large selection of hotels was pro- vided and there was a good amount of information about the properties to help narrow down my choices. I found an option which matched all of my needs and within budget. I would have been confident to book as I felt I was making an informed decision.

✔ ✔ ✔ ✘

First impressions Sales process Product match Incentive to book

Ebookers – via The Independent

This advert was near the front of the paper and was promoting hotel

discounts. I called a consultant and was put through to an automated message but it was easy to find the correct depart- ment and speak to a represen- tative. They kept me engaged during the process although sometimes I had to repeat my- self. I was given lots of detail about the hotel and the city centre. Their suggestion matched my requirements and budget. I asked them to email me a copy of the quote but they said this wasn’t possible.

✔ ✔ ✔ ✔

First impressions Sales process Product match Incentive to book


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