| Journal: TWUK | Section: |
| Title: | Issue Date: 12/06/00 |
| Author: | Page Number: 15 |
| Copyright: Other |
REQUEST
Mystery Shopper called on travel agents in Croydon this week to ask about a Center Parcs-style holiday for the family in Europe. She was somewhat vague but thought there wereall-weather parks in Holland or Belgium. None of the agents had difficulty finding the parks but the Going Places consultant gave the friendliest service.
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 no additional information will be given about Mystery Shopper’s visits.
mystery shopper
this week: Croydon
Travel Choice106 North End, Croydon H
Three consultants were on duty in this very smart looking agency.
Those flat terminal screens look really impressively high-tech! It’s a shame the service was lacking in sophistication.
The consultant said they only had one brochure which would be of use to me and that was a shop copy of the Belgian Travel Service brochure.
She said I could look at it in the shop but would not be allowed to take it away. The offer was made so begrudgingly that I declined.
H Agency appearance
Thomas Cook
96-98 North End,
Croydon HH
This large agency had six consultants on duty.
There was a very haphazard queuing system in operation. However, the trainee did regularly check with people waiting to see if they wanted to collect tickets or pay money.
After a 15min wait, I was served by a consultant who appeared harassed. She went to a back office and returned with a Bridge Travel Service Theme Parks brochure. She flicked through it and showed me relevant pages and said all prices included ferry crossing.
H Agency appearance
H Product knowledge
Lunn Poly
83 North End,
Croydon HH
Three consultants were on duty in this narrow looking agency.
The brochure racks were depleted and I was served after a 5min wait. The consultant went into the back office and returned with a Belgian Travel Service brochure. She quickly flicked through it and indicated the relevant pages and then returned to her desk.
As a second thought, she then checked to see if we were intending to drive there and said that ferry prices were included. There was no suggestion to return to book.
H Agency appearance
H Product knowledge
Going Places
First Floor,
Whitgift Centre, Croydon
HHH
This was a large spacious agency with two consultants on duty.
The brochure racks looked very empty. I was served immediately but on hearing my enquiry that I was looking for a Center Parcs-type place in Holland or Belgium, the consultant immediately told me they were not able to book Center Parcs as bookings were made direct with the company.
However, as if feeling she was being too negative, the consultant went to the brochure racks and picked out a Bridge Travel Service Theme Parks brochure and flicked through the holiday villages offered.
She pointed out Gran Dorado and appeared surprised that Center Parcs was featured in it. She said she had been to Oasis in the UK and that the quality of this type of place was very good.
The agent gave me brochure and said to call if I had further queries. Apart from the comment about Oasis, the consultant did not appear knowledgeable about the product but was friendly and willing to help.
H Staff attitude
H Agency appearance
H Sales technique
H TOP TIPS FOR AGENTS H
Tip 1: if you have only a shop copy, do offer the customer a photocopy of the relevant page. The offer of a quick flick through a brochure while remaining in the office is not really satisfactory.