Seller of the week

21 Jan 2016

Mystery Shopper's seller of the week: Jenny Westwood, Spear Travels

This week we mystery shop in Wolverhampton where our covert reviewer was made to feel like a valued customer.

Mystery Shopper Jan 21 2016

The mystery shopper visited two travel agencies in Wolverhampton and requested a 10-14 day escorted coach tour of Canada’s eastern cities for two in May/June 2016 with a maximum budget of £3,600.


They then made two searches using the term ‘Coach tour eastern Canada’

The winner

The winner

Spear Travels

5 High Street


Score: 92%


Mystery Shopper said: ­The shop front was well maintained and there were neatly arranged posters in the window. The shop was tidy and I was welcomed by a smartly dressed consultant who asked lots of questions to establish my needs, bar budget. They suggested Cox & Kings, whose itinerary matched my needs but not my budget, so the consultant recommended Cosmos Tours and Cruises and called their office to confirm details. It was a long call, but they apologised and explained that the person at the other end of the line was being trained. The 13-night holiday came in under budget at £2,765, including flights from Manchester, excursions, transfers and a three-night extension in Toronto. The consultant noted that the price would be valid only until the next day, which was an incentive to book. Details were written down, I was given a brochure and my contact details were taken. I felt valued as a customer and that the consultant had done everything to match my needs.

Meet the consultant

Meet the consultant

Jenny Westwood

senior travel consultant

Spear Travels


How long have you worked in travel?

I’ve been in travel for around 30 years, working for a mixture of independents, a multiple and some homeworking as well.


Do you sell much Canada?

I haven’t sold the eastern side of Canada much – we tend to sell more of the west coast, such as the Rockies.


Have you been to Canada?

Never, but I would love to go there.


Any exciting trips lined up?

Not this year. I went on a fam trip to Bermuda last year and had a great time. I also went on a skiing holiday in Ischgl, Austria – as a family we’re keen skiers.


Favourite destination?

Sydney, Australia. I lived and worked there for a couple of years and got married there too.

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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