| Journal: TWUK | Section: |
| Title: | Issue Date: 05/06/00 |
| Author: | Page Number: 15 |
| Copyright: Other |
mystery shopper
this week: Huddersfield
REQUESTMystery Shopper called on agents in Huddersfield this week to ask about holidays in the Rhine region in Germany with her parents. It was a difficult choice but the Co-op agent just pipped Tony Iredale Travel to the post.
HHHHH
Each week, Mystery Shopper will be calling on agents in different areas. Stars are awarded to agents which score for:
H Agency appearance
H Product knowledge
H Staff attitude
H Brochure racking
H Sales technique
The top-scoring agency each week receives a Travel Weekly certificate ofcommendation
Please notethat noadditional information will be given about Mystery Shopper’s visits.
Wallace Arnold
36, John William Street,
Huddersfield HH
This agency had very well stocked racks. There was one consultant on duty and I was served immediately. She said she thought the Wallace Arnold brochure featured Rhine cruises and flicked through it to pick up details for me.
She indicated they offered two to nine-day cruises although she noted that only one of them operated in October at the time my parents were interested in travelling. No card was given out then or any suggestion made to return later to book.
H Agency appearance
H Brochure racking
Lunn Poly
30 New Street
Huddersfield HH
The brochure racks in this agency looked quite empty. I was served immediately by a brisk consultant who asked if I had seen any brochures already.
The consultant said that Wallace Arnold was the only one they offered but then gave me Thomson Lakes and Mountains, saying they could book into a hotel and take a cruise, and also Cosmos Tourama.
I was given a card to use to call when I wanted to check prices.
The consultant said they would not be beaten on price.
H Agency appearance
H Staff attitude
Tony Iredale
29 John William Street
Huddersfield HHHH
This was an attractive looking office with a good image backed up by nice uniforms for staff. The racks were well stocked. There were two consultants on duty and I was served immediately.
After pondering my enquiry, the consultant went out to the back office and returned with the Wallace Arnold and Taber Holidays Germany brochures. She mentioned that DER also featured Rhine cruises and relevant pages were photocopied. I was also given the Travel Renaissance brochure.
H Agency appearance
H Brochure racking
H Staff attitude
H Product knowledge
Co-op Travelcare
19-21 John William Street
Huddersfield
HHHHH
This attractive-looking agency had well stocked racks. Two consultants on duty gave a cheery greeting and on hearing my enquiry, one consultant suggested Wallace Arnold and Shearings. I was asked who the trip was for and when I said it was for my parents, she stressed that if it was a surprise booking that would be no problem and she would ensure that the shop would only contact me. The two brochures I would need were pointed out and I was told they would probably be the most suitable because they offered local pick-up and drop-off points. The consultant said it was best to look through and see which ones had the itineraries that would be of most interest to my parents. She gave me a card and said she would go through all the costs with me when I had decided on the ones I wanted. It was a difficult choice between this agency and Tony Iredale – the assurance that the booking would remain a surprise tipped the balance.
H Staff attitude
H Agency appearance
H Brochure racking
H Sales technique
H Product knowledge
H TOP TIPS FOR AGENTS H
Tip 1: asking questions to check if the trip is for someone else shows interest in the customer and helps you stand out.