p64-65 Mystery Shopper sep19 12/9/08 17:40 Page 65
ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet
Going Places Co-operative Travel Seasons in Style Mosaic Holidays
7 Salter Row 27 Market Place
seasonsinstyle.com mosaicholidays.co.uk
My arrival was Both agents This was a My first impres-
not acknowl- were serving but simple website sion was good:
edged despite I was acknowl- with clear tabs the site’s design
there being two edged and making it easy and layout were
consultants who advised to take a seat. A very to navigate. I selected a straightforward and the tabs
weren’t serving customers. On enthusiastic consultant then destination and hotel, and then provided clear advice on the
being assisted, I was asked if quickly established my travel completed an enquiry form services and information avail-
my travel dates were flexible needs. They suggested two for a quote. This was returned able. The online enquiry form
as prices could vary. Advice weeks’ full-board at the within 24 hours and provided was basic. I requested a quote
about hotel options was less Banyan Tree in the Seychelles, prices for the Constance for 14 nights at the Village
forthcoming; the agent said with the option of flying from Lemuria Resort and the Banyan Du Pecheur in May. While I
most clients seeking a similar Manchester or Heathrow. Un- Tree. The quotes gave informa- received a response within 24
holiday had ideas about where fortunately, as their computer tion on flights, transfers, board hours, I was told that no defi-
they wanted to stay. While not system was not operational, and accommodation type. This nite prices could be given to
much enthusiasm was shown, they weren’t able to give me was followed up on the same me at that time. The consultant
the agent did find a product an exact quote. However, they morning with a phone call promised to get in touch over
match and offer extras includ- showed me the brochure and from a consultant asking the following few days but I
ing insurance and car parking. looked up hotel reviews too. whether I was keen to book. didn’t hear from them.
✘ First impressions ✔First impressions ✔First impressions ✔First impressions
✘ Sales process ✔Sales process ✔Sales process ✔Sales process
✔Product match ✘ Product match ✔Product match ✘ Product match
✔Incentive to book ✔Incentive to book ✔Incentive to book ✘ Incentive to book
This week’s winner:
Seasonsinstyle.com
I received reasonable service at Going Places but their lack of enthusiasm
did not encourage me to book. Neither
mosaicholidays.co.uk nor
Co-operative Travel were able to provide me with quotes on the day but
the assistance offered by the consultant in the latter was excellent and
next
week
would have secured my booking had they been able to offer a product
The Seasons in Style
website was easy to match. However,
seasonsinstyle.com ticked all the boxes and offered
use and was backed
by a follow-up call
flights from Manchester on May 15, 2009, with transfers to the Lemuria
from a consultant
Resort Praslin in the Seychelles, staying two weeks on a bed and breakfast
Mystery Shopper goes
basis and costing £7,840 for two adults and one child.
to South Wales
Seal the deal with these tips from Training for Travel
Entertainment: For the Bird-spotting: Nature lovers Day trip: Clients wanting to Paradise: For ultimate luxury,
biggest selection of bars, should visit the second-largest feel transported back in time suggest a stay at the Fregate
TRAINING FOR TRAVEL
restaurants, casinos and Seychelles island, Praslin. Once should take a 30-minute ferry Island Private hotel. Adults
group ltd
tourism hotspots, Mahe, the believed to be the original ride from Praslin to the island will love the Rock spa while
For more training tips
Seychelles’ main island, is the Garden of Eden, bird lovers will of La Digue where transport is children can have fun at the
and courses, go to
best place to be based. enjoy tracking the black parrot. largely by ox cart and bicycle. Castaway Club.
trainingfortravel.com or
ttglive.com/knowledge
19.09.2008 65
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