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This week our spy headed to Barnsley to shop for a two-week holiday in Belize.
The mystery shopper visited two agencies in Barnsley and requested a two-week holiday to Belize in February 2016 for two adults who are keen divers, with a budget of £3,500-£5,000.
They then made two Google.co.uk searches using the term ‘Belize holiday’
The score: 90%
The website’s design was bright and colourful and featured attractive destination shots. It was easy to find what I was looking for and suggested itineraries with guideline prices were laid out. After I made an enquiry online I received a call from a consultant who was an expert in the area and shared their knowledge and recommendations with me, which was a big selling point.
The consultant was also a keen diver, which helped to build rapport. The proposed itinerary ticked all the boxes, although the consultant didn’t ask about my budget. The consultant offered to call back at a more convenient time to discuss specifics and in the meantime I refined my original enquiry online. I could only get a “starting from” price at this stage, which was under my budget at £3,920, staying at Black Rock River Lodge on a half-board basis. The consultant’s enthusiasm really rubbed off on me and a further email encouraged me to continue the interaction.
Nick Horncastle, Latin America Specialist, Audley Travel
Have you been in travel long?
About 15 years. I started working for Audley five years ago. Before that I travelled all over the world with Dragoman as a tour leader. I also worked in Latin America as a wildlife guide for some years.
Have you been to Belize before?
Yes – independently and with Audley. My specialist areas are Costa Rica, Belize, Guatemala, Peru and Honduras.
Any top tips on the region?
Interest in Guatemala and Belize is growing. And Honduras – people used to think there were more problems there than there actually are.
Does being a diver help to convert enquiries into bookings?
If clients know you’ve done something like that, it makes them feel more comfortable.
Any destinations you’re desperate to visit?
The Galapagos – I’ve never been and with all my wildlife interests I would love to go.
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.
