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This week our undercover shopper was in Motherwell to book a ski trip to France for four, and our winning seller achieved a perfect 100% score.
The mystery shopper visited two travel agencies in Motherwell, North Lanarkshire, and requested a week’s ski break to France in January 2018 for a group of four, with a budget of £4,000.
They then made two Google.co.uk searches using the term ‘France learn to ski holiday’.
2nd: Love to Travel
3rd: Inghams
4th: Crystal Ski Holidays
Thomson
25 Brandon Parade South
Mystery Shopper said: The store’s facade was clean with appealing posters displayed. On entering I was greeted by an agent who offered me a drink and a seat. The consultant asked about dates of travel, departure airport and my budget before sourcing me a package, which incorporated a stay in Les Deux Alpes with Glasgow flights from £4,080. They personalised the conversation by looking at reviews of the hotel and provided a written quote which detailed all of the information needed to make a booking. The agent also arranged a follow up call and took all my personal details. They mentioned that the price was the best after an applied discount and asked me for a £700 deposit. I felt that the agent offered great service and made me feel special as a customer. The holiday fitted my needs and I felt that they tried to find a package that was appropriate for beginner skiers.
Flora Higgins,
Travel advisor,
Thomson
How long in travel?
I’ve been in travel for 14 years now.
How long with Thomson?
I’ve been here since the days of First Choice before the companies merged.
How often do you book French ski holidays?
Not very often, most enquiries are for beach holidays in Mexico, Florida or mainland Spain.
Tips for selling it?
Bring the booking to life for your clients and always keep them involved during the sales process, even just by showing them your computer screen.
Bucket list destination?
It would have to be Thailand, purely based on the great feedback I’ve had from clients that have already been.
If you weren’t in travel?
I’ve been in travel so long I wouldn’t want to do anything else.
Love to Travel
76-78 Brandon Parade
The store was attractive with a clean and tidy interior. I was greeted by a smartly-dressed agent who offered me a seat. The consultant asked the right questions to establish my requirements and searched through suitable options while explaining about ski equipment. I was told about individual and bundle prices for the gear and the consultant showed me everything on their computer screen. They provided me with a quote for a stay at the Hotel Gustavia in Chamonix with Edinburgh flights and an included lift pass for £4,544. They explained that without the ski pass the quote would only be £3,984. I felt the agent provided a professional service.
Inghams
The website felt professional and the layout was good, clearly showing the company’s contact details and available promotions. I telephoned an agent and explained my holiday needs and was quickly provided with a hotel suggestion – a stay at the Hotel Des Balcons Belle Plagne with Edinburgh flights from £3,592. They took my details for a follow up call and informed me that the package price included an £80 discount. Overall the website was easy to use, with plenty of information about the hotel. The site also had a user-friendly checkout facility which ultimately helped inform my decision.
Crystal Ski Holidays
The website looked professional and was easy to read; however, I found it difficult to use the search engine. I phoned a consultant, who came across as warm and friendly, and after asking about my requirements, they offered me a package; a stay in the Chalet Valentine with Gatwick flights from £3,668. The agent made me feel involved in the sales process but I felt it would have been even better if they had immediately emailed me the quote. They said the price would be discounted and the offer would be subject to change depending on availability. I felt the call was professional and the consultant made a good recommendation.
TTG has teamed up with React Surveys to simulate a realistic booking process each week – that means a mystery shopper looking for the best deal from agents and operators on the high street, online, on TV or in newspapers. The Mystery Shopper research is carried out on behalf of TTG by React Surveys,and no further details or information can be disclosed. Researchers take into consideration first impression, sales process, product and budget match and extras offered before giving an unbiased opinion of which channel/company they would have booked with on that occasion. We do not claim that the winner is the best in an area or specialist sector, as we may report on competing travel firms in the future. Please note that the aim of Mystery Shopper is not to criticise individual agents or companies, but to promote good sales technique for the benefit of all in the travel trade.
