Seller of the week

28 Apr 2016

Mystery Shopper's seller of the week: Amy Mitchell, Hays Travel

This week we went undercover in Yeovil where our chatty winning seller set up a good rapport.

Mystery Shopper Amy Mitchell

The mystery shopper visited two travel agencies in Yeovil, Somerset, and requested a seven-night beach break to Croatia in July for two adults and one teenager, with a budget of £2,500.


They then made two searches using the term ‘Croatia half-board beach holiday’.

The winner

The winner

Hays Travel

3b Union Street


Score 94%


Mystery Shopper said: I was given a warm and friendly welcome and made to feel at home straight away. The consultant was smartly dressed and chatty and set up a good rapport with me immediately. They admitted to knowing little about the destination, but made me feel confident in their abilities by giving me brochures to look through while they researched online and phoned operators to get the latest prices. I felt they put a great deal of effort in, and we discussed several options. The consultant printed out a variety of quotes to look at. We settled on Verudela Beach & Villa Resort in Pula, on a half-board basis, for £2,283. I didn’t feel pressured into booking and two days after my enquiry, they called to ask if I’d had further thoughts, and to say that other customers had since asked about Croatia, so they had now thoroughly researched the destination. The service here was outstanding and I had great fun chatting about the holiday.

Meet the consultant

Meet the consultant

Amy Mitchell

travel consultant

Hays Travel, Yeovil


Have you been in travel long?
I’ve been working for Hays since January. Before that I was a holiday rep in the Costa Dorada for Thomson for eight months.

How did you find working abroad?
It was a bit daunting at first, but it was a life-changing experience

What made you move into agency work?
Before Thomson, I worked in Butlins Minehead, but I’d never been able to find a career I could stick with because of the seasonality. I’m absolutely loving it at Hays.

Any trips lined up?
I’m planning to go to Thailand at the end of the year. I’ve only been abroad twice – Lanzarote with my family and the Costa Dorada.

What's your favourite style of trip to organise?
I love it when we can build a holiday for clients, putting lots of different elements together. I like a challenge.

React Surveys explainer / disclaimer

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.

Add New Comment
Please sign in to comment.
Show me more
TTG Media Limited.
Place of registration: England and Wales.
Company number 08723341.
Registered address: New Bridge Street House, 30-34 New Bridge Street, London EC4V 6BJ
Scroll To Top