Tourism and its sales form

This diploma thesis deals with a research carried out at Prague travel agencies using the Mystery shopping method and the follow-up evaluation and recommendation of a suitable form of selling in a respective region. The aim of the work is to evaluate the travel agencies from the point of view of the quality of the offered products, provided services, the agents´knowledge and the general interaction with them. The theoretic part consists of chapters that explain the key concepts and definitions of tourism and their forms of selling. In the methodical part the Mystery shopping method is discribed from the point of view of the historiy and evaluation of the work including the research period. The practical part is dedicated to the analysis of the data obtained during the Mystery shopping realized at travel agencies and includes three parts. The first research has the form of an online require in which the agents´ability of offering and follow-up selling of a product is evaluated. This research is carried out through the email communication. The second research concerns ordering tours on web portal where the agents´willingness to arrange further services for a tour is evaluated. This research is carried out through the phone communication. The third Mystery shopping research is realized personally at individual travel agents offices and the agent´s direct communication and dealing with the customer as well as his professionality are evaluated