Seller of the week

14 Jul 2016

Mystery Shopper's seller of the week: Kirsty Taylor, Hays Travel

This week our clandestine consumer visited Nantwich in Cheshire to get away to LA for a Christmas fortnight.

Mystery-Shopper Kirsty Taylor Hays Travel

The mystery shopper visited two travel agencies in Nantwich, Cheshire and requested a two-week Christmas holiday for two in Los Angeles, with a budget of £4,400.


They then made two searches using the term ‘Los Angeles holiday’.

The winner

The winner

Hays Travel

2 Swine Market


Score 88%


Mystery Shopper said: When I entered all three consultants looked up to smile and say hello. The shop was clean and the desks and brochure displays were tidy. The consultant nearest the door chatted away to find out my requirements; while they searched, they continued the conversation to find out what was important to me, and to give me advice about US travel and security in general. They ran through the flight schedule, which gave us time to settle before Christmas Day and recovery time after New Year. They then printed off a quote for the Hotel Angeleno with Heathrow flights departing December 22 for £4,379. The agent advised me to book quickly as prices may go up. They took my details and said they would play with dates to see if they could find anything cheaper. I received a follow-up email once the initial deal had expired, with a different offer, accentuating the good impression I had formed about this agency.

Meet the consultant

Meet the consultant

Kirsty Taylor,

sales advisor

Hays Travel


How long have you been with Hays Travel?
I’ve been here two years now. I’ve always been in travel ever since doing my apprenticeship with Thomas Cook while in college.

Is LA a popular destination?

We don’t get many bookings. People are looking for something more adventurous now.

Do you have any tips for selling it?

My advice would extend to booking any destination. Just be upbeat and be yourself. Try to adapt to the customer’s personality.

Have you been there before?

Unfortunately I haven’t but would love to go. Another place I’d love to see is the Maldives. I’ve got a five-year-old daughter and I want to show her the world.

Any upcoming holidays planned?

I’m taking my daughter and my sister on a magical trip to Disneyland Paris in December.

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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Place of registration: England and Wales.
Company number 08723341.
Registered address: New Bridge Street House, 30-34 New Bridge Street, London EC4V 6BJ
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