p32-33 mysteryshopper dec12 9/12/08 17:11 Page 33
ttglive.com
mystery shopper knowledge
This week’s contenders: high street v internet v teletext
Althams Travel Co-op Travel Freedom Direct Media Travel
28 Town Street 19 Town Street freedomdirect.co.uk Teletext
This was a I was impressed The website was I opted for
colourful branch by the shop’s straightforward this company
with a neat window display to navigate, with because its
interior. The and that there accommodation Teletext page
consultant gave were plenty of and flight was clear and
me a warm welcome and staff to assist customers. I was options, as well as contact well designed compared with
asked detailed questions about greeted by an enthusiastic details, at the top of the page. similar operators. I phoned a
my trip. They recommended consultant, who gave me three Once basic information had consultant who asked a few
a location that previous brochures to look at. They also been keyed in, the site offered questions and then suggested a
customers had enjoyed. I was showed me online reviews of several hotel options and Red Sea hotel which they said
shown various options in dif- the resort and hotel that they allowed me to choose a flight. had an excellent pool and was
ferent brochures. A complex suggested, and pointed out an I was offered all-inclusive and close to shopping areas and
in a First Choice brochure was outdoor swimming pool. Car B&B deals, while prices were nightlife. The price was well
suggested because, although parking and insurance were shown for add-ons such as within budget and I was
slightly over budget, it offered mentioned as extras, and I was transfers. Small pictures and offered free transfers if I
the cheapest deal. I was disap- given the choice of B&B or uncomprehensive reviews booked that day. However, I
pointed that no extras were all-inclusive accommodation. were provided about the found their sales manner to be
mentioned, nor was I encour- With add-ons, the price still hotel. The price was within rather pushy and this would
aged to make a booking. came under budget. my budget. have put me off booking.
✔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: Co-op Travel
While Althams Travel offered excellent customer service and the website
next
and Teletext also matched my needs, I would have given my booking to
week
Co-op Travel. I felt Kayleigh went the extra mile to talk me through the
various options, and she seemed very knowledgeable about the resort. The
price she quoted was also the most competitive of all the four. I was offered
Kayleigh Stannard
Mystery Shopper goes
from Co-op Travel
seven nights’ B&B for two people at the Maritim Royal Peninsula Resort in
to north-east Scotland
impressed with
her excellent
Sharm el Sheikh. The First Choice package, which included airport parking,
customer service insurance and flights departing Manchester on January 7, came to £838.
12.12.2008 33
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