Seller of the week

09 Mar 2017

Mystery Shopper's seller of the week: Denice Sapsford, Premier Travel

This week our secret shopper was in Bury St Edmunds, Suffolk, to book a weekend break for a multi-generational family in the east of England.

Seller of the week: Denice Sapsford, Premier Travel

The mystery shopper visited two travel agencies in Bury St Edmunds, Suffolk, and requested a weekend break for a multi-generational family with four adults, two children, a baby and a dog in the east of England in August 2017, with a budget of £2,500.


They then made two searches using the term ‘east England family summer break’.

The winner

The winner

Premier Travel

12 Buttermarket


Score: 88%

Mystery Shopper said:
Outside the store was clean and tidy and the window displayed a range of holidays. My first impression was how bright the store was as I walked in. There were two other customers talking to consultants and the remaining available consultant immediately acknowledged me. They asked questions to establish my needs and knew which suppliers to check with. The consultant built a good rapport and used my name. There were a few issues with my dates and trying to accommodate the dog but they managed to find a suitable option in Scarborough well within my budget. The package was a three-night half-board stay at the Grand Hotel near the beach with a cot available for £847. I could also take my dog for £10 per day. I felt I had received excellent service and I was confident they had found me the best option. The consultant followed up with an email to ask if I’d like to go ahead with the booking.

Meet the consultant

Meet the consultant

Denice Sapsford

Branch manager

Premier Travel


How long in travel?
I’ve been with Premier Travel 30 years and was with John Hilary prior to that.

And at this branch?
The branch opened in late August 2015 so I’ve been here since then.

Do you sell lots of UK breaks?
With us being a new branch people are pleasantly surprised that we can sell them those types of holidays.

Most popular type of UK trip?
We do a fair bit of coaching and hotels – SuperBreak and Hoseasons are doing well for us.

What’s hot right now?
Canada, Vietnam, cruise and river cruise are all doing well and we’re selling lots of Jet2holidays out of Stansted now.

Next holiday?
I’ve got a three-night ex-UK cruise onboard Independence of the Seas with my daughter planned for October.

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.

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