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The mystery shopper visited two travel agencies in Aylesbury and requested a two-week self-drive holiday for two people to Melbourne and the Great Ocean Road in February 2017, with a budget of £7,000.

They then made two Google.co.uk searches using the term ‘self-drive holidays Australia’.

The winner

The winner

Adams Travel
11 Market Square

 

Score 88%

 

Mystery Shopper said: A consultant approached me as soon as I entered the store, which looked professional and tidy with brochures available for browsing. They asked lots of questions to understand the type of holiday I wanted and suggested some four-star plus hotels. The agent also mentioned that I would need a visa for Australia, which they would arrange. I was offered nine nights in Melbourne and five nights on the Great Ocean Road and in Victoria for £3,250 with Travel 2 staying at Bayview on the Park. The consultant calculated the whole trip with different suppliers to get the best deal and mentioned their prices were the best on the market. They tried to close the deal and told me I would need to pay a deposit. I said I needed to discuss it with my partner and they overcame my hesitation politely and positively, saying the price may change if I didn’t secure the deal.

Meet the consultant

Meet the consultant

Hannah Taylor,
travel consultant,
Adams Travel

 

How long have you been with Adams Travel?
It will be three years in November – I started here after I finished school.

Do you sell Australia often?
We used to do a lot of flight-only but now tailor-made options are more popular.

What are your tips for selling a self-drive there?
Break up the journey with plenty of breaks. Also many clients like to fly in and out of Melbourne but add on a trip to Cairns to see the Great Barrier Reef.

What’s hot right now?
South Africa has been popular, particularly safaris. The US is doing well too, with New England tours a big seller.

What’s on your bucket list?
I have family in Australia so I’d love to visit; I’m a city person so Sydney appeals.


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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TTG - Travel Trade Gazette
For Smarter, Better, Fairer Travel
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