Mystery Researchers

Phone Shop GuidelinesEscortedTravel

Assignment OverviewFor this shop you will be calling luxury travel provider Abercrombie & Kent and posing as a first-time potential customer looking for an ESCORTED trip for yourself and significant other within a group setting. Because this shop is more than simply calling a travel agent and booking a trip, we ask that you be very versed on your destination, and cover all research areas outlined in these guidelines prior to calling.

Assignment Requirements

Phone Shop Guidelines

You MUST choose between a trip

to Indochina & Angkor Wat;

Chile, Argentina & Brazil; & Kenya &

Tanzania Wildlife Safari.A

The links in which to read about

travel to these parts of the world

with A&K can be found in this

document and should be read.B

Once you’ve decided on your destination,

please read the shop questionnaire from

front to back, so you are fully aware of all

questions ahead of the call. C

You must remain anonymous at all times.

Once your assignment has been completed

you will need to keep track and send in all

information received from A&K (post-phone

call) for a period of 1-week.

D

If all or some requirements are not met your shop may be deemed invalid and you will forfeit payment.

Assignment Extras

You will be asked for your name, address and email. You can provide yours or you can make one up ahead of time. If you do make one up, please ensure the email is real, as 1-week follow-up is required for this assignment.

Feel free to speak with the Consultant about the international travels you have taken, however, should they ask a question you’re unaware of, please simply ask what their recommendation would be.

Your goal is to walk through escorted travel plans with an A&K Consultant, but please keep in mind the following:

If the Consultant DOESN’T ask for your contact info, please ask them if they would send to you additional information on the trip via both email and mail, after which point you will give to them your contact info.

Navigating the A&K SiteYou’ll want to peruse the A&K site and familiarize yourself with the type of travel they provide. Here, you can also view information about your destination, in this case, all locations highlighted below. You may simply click on the links that are provided below, and read about that particular journey prior to choosing which one you’d like to represent for this shop. Once there, you’ll be able to download brochures, and view what an ESCORTED journey entails. Please note: this is an ESCORTED journey and takes place with no more than 18 guests, but your party can just be 2 or 4.

Phone Shop Guidelines

The A&K SitePlease see the image and links below of the A&K sites where you should peruse for this shop:

Indochina & Angkor Wat – CLICK HERE Chile, Argentina & Brazil – CLICK HERE

Kenya & Tanzania

Wildlife Safari – CLICK HERE

Questionnaire Sections OutlineA. Greeting – how the Consultant initially spoke with youB. Setup – conversation around where your trip will be taking place C. Qualifying – what questions the Consultant asked to build a reportD. Destination Knowledge – how did the Consultant walk you through your tripE. Listening – how well did the Consultant interact with you in terms of listeningF. Service – what was the general service level providedG. Selling – how specifically did the Consultant sellH. Itinerary – how was this shown to youI. Follow-up – how was this received and what was itJ. Overall Experience – your thoughtsK. Follow-up – please incorporate ALL 1-week follow-up received at the end of your questionnaire

Assignment Research

Phone Shop Guidelines

Please visit the A&K site to read about the destinations (below):

Kenya & Tanzania

Chile, Argentina & Brazil

Indochina & Angkor Wat

Potential Answers to Questions

Question: Have you traveled with A&K before? Answer: I’ve heard of them, but no.

Question: Have you been to ‘your destination of choice’ before? Answer: I have, but usually on business. This time it’s just me and my wife/husband.

Question: Have you ever taken an escorted tour before? Answer: Through Europe, yes, but not to where we’re headed now.

Question: Have you traveled with other companies on any trip such as this? Answer: I have, but it’s been a few years. Potential luxury travel companies to mention: Virtuoso, Kensington, Absolute Travel & Butterfield

Question: Do you have specific dates you would like to travel? Answer: At this point we’re open to recommendations based upon what you know about weather, tourist seasons and all of that to get a better sense on perfect dates to travel.

Question: Is the trip for anything special? Answer: Other than to get away and see a beautiful part of the world, no.

Question: Do both you and your guest have updated Passports? Answer: Yes, we do and they’re good for another four years.

Question: It sounds like you’re all set, how about we get this booked for you today? Answer: Sounds good, but at the moment I’m just in my initial stages of looking around and seeing what is available to us. I’ll take the information back and whenever we’re ready I’ll let you know.

Question: What if I was able to add another day to your trip at no cost, but you’d need to book now? Answer: Sounds great, but we’re just in the initial stages and I have to circle back around and speak with my wife/husband. Thank you though for the offer and once we’re all set I’ll be sure to let you know.

Phone Shop Guidelines

Should you have any questions about your shop prior to completion, please contact: Tasha Haefner, Project Director @ 608.514.0054

1718 Peachtree St NW | Suite 550 | Atlanta, GA 30309T: 404.351.7854 | F: 404.935.9640www.mysteryresearchers.com

Mystery Researchers