p42-43 mystery shopper nov14 11/11/08 12:25 Page 43
ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet v teletext
Co-operative Travel Ilkeston Co-op Travel Neilson Poles Apart
12 Scot Lane 5-7 St Sepulchre Gate Neilson.co.uk Teletext
The overall I was quickly I selected this Having selected
service I received offered website because Poles Apart,
was reasonable. I assistance, it claimed to a company
was welcomed but when I be great for advertising
soon after explained I ski holidays in ski breaks on
entering but wasn’t offered a wanted a ski break, the agent Bulgaria. The site did indeed Teletext, I phoned a
seat or a drink, even though said they personally could provide good information consultant for help. Despite
these seemed to be available. advise only on beach holidays. about resorts and what levels an abrupt introduction, they
The consultant asked several I thought the agent’s attitude they were suitable for. I quickly established a rapport,
questions about my holiday was rather lukewarm and the contacted a representative, asking several questions
but didn’t check budget, rest of the sales process was who said they could secure a about my needs. They offered
which the final quote purely mechanical. The agent cheap flight through East excellent advice about which
exceeded. The agent’s research did not refer me to someone Midlands airport. They also type of ski lessons to choose
included only one operator more knowledgeable but did advised me to pre-book a ski and suggested I book them in
and resort. However, the ask a colleague for advice. No pack as it was cheaper in the advance for a better deal. No
consultant did provide good information was given about UK. However, no extras were extras were offered, and the
advice about the best-value ski ski packs, and extras such as offered and the final quote price was just over-budget.
pack, and offered insurance insurance were not offered. The with ski costs included was However, I was encouraged to
and low-cost airport parking. quoted price was over-budget. over-budget. book by paying a deposit.
✘ 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: Poles Apart
I was disappointed with the service I received in both high street agencies.
next
Neither of the consultants in the Co-op Travel or Ilkeston Co-Op Travel
week
attempted to tailor a package around a budget. By contrast, Neilson.co.uk
provided lots of good information on its website and was very user-friendly.
It also offered a good deal on ski hire and lessons. However, the package
Mystery Shopper goes
Poles Apart on
Teletext would have
offered through Poles Apart was better value and I was impressed by the
to the south-west
secured our
shopper’s booking on
consultant’s advice. I was offered seven nights’ half-board for two people
this occasion at the four-star Hotel Bansko for £968, including skis, lessons and flights.
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