Mystery Shopper's seller of the week: Charlotte Broughton, Holiday Travel Ltd

Holiday Travel Ltd

45 Promenade

Score: 76%

Mystery Shopper said: The store looked well maintained, clean and tidy from the outside. Inside, the store was well set out with brochures along one wall. I was greeted with a smile and friendly “hello” and I was made to feel welcome. They were very friendly and seemed enthusiastic. I was asked about my travel needs and a number of brochures were brought over for me. I was recommended a Castles and Cathedrals of the Rhine cruise with Saga. The consultant found a 10-night holiday in May travelling on Eurostar for £3,458. The consultant rang Saga to enquire about flights and costs, and to see if there were any offers. I was told that if I booked a B-grade cabin, I would be upgraded to an A-grade cabin for free. They wrote out the costs for me so that I could consult my partner and gave me a brochure to take away.

Charlotte Broughton
senior travel consultant
Holiday Travel Ltd

How long in travel?

I’ve been with Holiday Travel Ltd for 10 years, since I was 18.

How often do you sell river cruises?

Not massively often, every couple of months or so. We sell lots of ocean cruise though.

What’s your top-selling destination?

We sell lots of the Mediterranean, and long-haul too.

What’s your favourite destination in Europe and why?

Turkey. It’s different and there’s lots of diversity.

Any exciting trips lined up?

Not at the moment. Hopefully that will change!

Standout travel moment?

Doing the Sydney BridgeClimb two years ago on an educational with Travel 2.

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.