Seller of the week

11 Aug 2016

Mystery Shopper's seller of the week: Pam Pluck, Thomson

This week our clandestine consumer scoped out the offerings in Romford to visit Mauritius.


The mystery shopper visited two travel agencies in Romford, and requested a one-week holiday to Mauritius in November for two adults and one child, with flights included, on a budget of £5,000.


They then made two searches using the term ‘Mauritius all-inclusive’.

The winner

The winner


The Liberty Shopping Centre


Score 90%


Mystery Shopper said: The shop looked neat, clean and tidy. It had a nice atmosphere and I was greeted by a polite and friendly consultant upon entering who offered me a seat. They asked lots of relevant questions to help establish my needs and then searched for suitable holidays. I felt involved in this process as the consultant showed me the computer screen, continued our conversation and explained why they were selecting certain search criteria online. They were honest and said they'd never been to Mauritius before but were able to make recommendations based on customer feedback. I felt I was taken on a journey to find my dream holiday. The consultant suggested I consider a two-week holiday instead of a week as it may work out more cost-effective. They suggested two weeks all-inclusive at the Zilwa Attitude for £4,889, including transfers and with flights from Gatwick – a package which I felt fulfilled all my criteria. To seal the deal the consultant advised me that prices were subject to change and encouraged me to book as soon as possible. They also advised me of all the different ways I could book.

Meet the consultant

Meet the consultant

Pam Pluck,
sales consultant,


How long have you been with Thomson?
I’ve been in the store for 17 years on the foreign exchange desk but I’ve only been selling travel for two.

How often do you sell Mauritius?
It has become more popular recently especially with older groups.

Tips for selling it?
If you haven’t been yourself ask a member of the team who has for a bit of inside information. If your agency has any in-house learning programmes make use of those for advice on destinations.

What’s hot right now?
We’re selling a lot of Europe with Spain as one of our most popular bookings.

Destinations on your bucket list?
I would love to go to Mauritius since I’ve never been. Visiting Thailand would be fantastic too.

Most proud moment in travel?
I’ve been nominated for Foreign Exchange Consultant of the Year for the last two years running. I also just booked a group of 16 for a wedding in Jamaica.


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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