Seller of the week

16 Jun 2016

Mystery Shopper's seller of the week: Laura Toll, Premier Travel

This week our secret shopper visited Dereham in Norfolk looking to book a Mediterranean fly/cruise family deal.

Mystery Shopper Laura Toll

The mystery shopper visited two travel agencies in Dereham, Norfolk and requested a seven-night Mediterranean fly-cruise for a family of four in July/August, with a budget of £4,000-5,000.


They then made two searches using the term ‘Mediterranean fly-cruise family deal’.

The winner

The winner

Premier Travel

8 Church Street


Score 90%


Mystery Shopper said: The shop was clean, welcoming and bright inside. A friendly consultant greeted me straight away, and I had their full attention. They asked if I had cruised before and what I was looking for in a cruise ship. Once they had confirmed my budget, they looked on their computer. While they phoned a couple of different companies, I was given brochures to look through. They gave me options with P&O Cruises, Princess and Royal Caribbean, all within budget, ranging up to £4,746, and put forward larger ships with lots of family facilities. They wrote up the quotes and placed them next to the itinerary page in the brochure.

They talked through the flight schedule, and I was made aware that availability was limited due to the school holidays. The consultant was knowledgeable about the different lines, and confident in making recommendations. The whole branch was warm and welcoming, and I would return here.

Meet the consultant

Meet the consultant

Laura Toll,

Senior sales manager,

Premier Travel


How long have you been in travel?

I’ve been at Premier Travel for 10 years and working in the travel industry since 2002.

Have you cruised before?

My husband and I went on a P&O cruise to Bruges and Guernsey recently.

What is your favourite cruise line?

P&O is great value for money, good for couples, families and even younger groups. It’s not too formal or stuffy.

How much cruise do you sell?

We have started to do a lot more cruise, mainly for couples rather than families.

Do you have any cruise selling tips?

Mention what great value cruise is; talk about the meals, the pool, and the entertainment being included in the price.

Any recent holidays?

I’ve just come back from Iceland with my mates. We saw the Northern Lights.

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 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
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