p52-53 mystery shopper nov21 18/11/08 16:18 Page 53
ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet v newspaper advert
TJM Travel Newell’s Travel Barrheadtravel Kwik Travel
Penhalveor East, Penhalveor 2 Green Lane Barrheadtravel.co.uk The Daily Mail
The store was I was served by I selected this This company’s
welcoming and a very polite website as it was advert stood out
the consultant consultant who the brightest as it mentioned
who served me made me feel looking. How- Caribbean cruises.
was enthusiastic. welcome from ever, once I had I contacted a
They questioned me about the outset. Although they put in my travel requirements, representative but I was
my travel needs and tried hard offered a similar package and I had to work to find what I rushed through the sales
to ensure these were met. price as in TJM Travel, the was looking for. I was provided process. They did ask several
The suggested holiday was ex- agent here went to even with a wide selection of poten- questions about my holiday,
plained in detail. I was told greater lengths to explain the tial cruises which could be and suggest a couple of
flights would land in Barbados onboard facilities and enter- sorted by date or price. There options. However, the agent
from where a cruise around tainment. These included a was some information provided did not try to persuade me to
the islands would depart. gym and library, plus all-inclu- about the ship, its facilities be enthusiastic about one in
Extras were mentioned and sive food and drink. I was told and destinations visited, but particular. They also seemed
included cabin upgrades. I was I could fly from Manchester or limited information about distracted by telephone calls
also given a DVD on different Gatwick for the same price. what the price included. The in the background, and were
cruises to take home. Whilst Offered quote, however was within reluctant to give me an exact
the quote was over budget, extras included insurance budget and would have quote. I was given a price
the holiday was all-inclusive. and cabin upgrades. allowed a choice of cabins. range of £3,000-£5,000 instead.
First impressions First impressions First impressions First impressions
a20 a20 a20 a24
Sales process Sales process Sales process Sales process
a20 a20 a24 a24
Product match Product match Product match Product match
a24 a20 a20 a24
Incentive to book Incentive to book Incentive to book Incentive to book
a20 a20 a20 a24
This week’s winner: Newell’s Travel
The service at Kwik Travel was poor and the consultant did not give me their
next
full attention. While the quote through barrheadtravel.co.uk was the best,
week
there wasn’t enough detail about the package. TJM Travel tried hard to
match my requirements and involve me in the sales process, but Chelsea in
Newell’s Travel went a step further and established a real rapport. She offered
Mystery Shopper goes
Chelsea Belson
provided our mystery
a 15-night all-inclusive cruise around the Caribbean with Fred Olsen, departing
to the north-west
shopper with
excellent customer
November 12, 2009. The price for two people, including flights, was £5,000,
services and I would have been willing to stretch my budget to book it.
Could you be the next Master Agent?
Test your knowledge and be entered to win a free stay
at the Secrets or Dreams Resort & Spa of your choice.
www.ttglive.com/secretsanddreams
TTGk secrets,dreams strip.indd 1 11/11/08 4:33:07 PM
21.11.2008 53
Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24  |  Page 25  |  Page 26  |  Page 27  |  Page 28  |  Page 29  |  Page 30  |  Page 31  |  Page 32  |  Page 33  |  Page 34  |  Page 35  |  Page 36  |  Page 37  |  Page 38  |  Page 39  |  Page 40  |  Page 41  |  Page 42  |  Page 43  |  Page 44  |  Page 45  |  Page 46  |  Page 47  |  Page 48  |  Page 49  |  Page 50  |  Page 51  |  Page 52  |  Page 53  |  Page 54  |  Page 55  |  Page 56  |  Page 57  |  Page 58  |  Page 59  |  Page 60  |  Page 61  |  Page 62  |  Page 63  |  Page 64  |  Page 65  |  Page 66  |  Page 67  |  Page 68  |  Page 69  |  Page 70  |  Page 71  |  Page 72  |  Page 73  |  Page 74  |  Page 75  |  Page 76  |  Page 77  |  Page 78  |  Page 79  |  Page 80  |  Page 81  |  Page 82  |  Page 83  |  Page 84  |  Page 85  |  Page 86  |  Page 87  |  Page 88  |  Page 89  |  Page 90  |  Page 91  |  Page 92