| Journal: TWUK | Section: |
| Title: | Issue Date: 26/06/00 |
| Author: | Page Number: 15 |
| Copyright: Other |
mystery shopper
this week: Banstead
REQUESTMystery Shopper called on agents in Banstead with a request for a last-minute holiday for two women, four children and an infant. Her plan was to book something as soon as the schools broke up so she could get the best rate but she was checking in advance to see what accommodation options would be available. Co-op Travelcare gave the best all-round 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.
Ashstead Travel Centre
67 High Street,
Banstead HH
This agency had old-fashioned gloomy decor. There were two consultants behind the counter. One consultant listened to my query on the type of accommodation that would be best and seemed pessimistic about our chances of finding one big enough. She said we would probably have to get a one-bedroom apartment for each booking with the result that the children would pay adult prices. She was unable to offer much in the way of assistance.
H Brochure racking
H Staff attitude
Thomas Cook
77 High Street,
Banstead HH
There were three consultants on duty so I was served immediately. On hearing my enquiry, the consultant said we would need a two-bedroom apartment and said that as hunting for availability was time consuming, I should return with my friend when we were ready to book. She said otherwise I could find I was offered a holiday I liked but by the time I showed it to my friend, it could be sold. She said to book now as waiting until the last minute may mean the kids pay adult rates for allocated-on-arrival properties.
H Agency appearance
H Staff attitude
Lunn Poly
56 High Street,
Banstead HHH
The consultant seemed pessimistic about our chances of finding anything. She assumed that all the children were over two and said we would have to book two separate apartments. She said availability was tight and prices high. As an afterthought, she said she would try the system to see what was around. It then occurred to her to check the ages of the children and realised that one apartment would be an option. She offered me the Skytours brochure and said to see if I liked anything and then call her.
H Agency appearance
H Product knowledge
H Staff attitude
Co-op Travelcare
62 High Street,
Banstead
HHHHH
There were two consultants on duty in this bright looking agency. The brochure racks were well stocked. I was served by a consultant who proved to be a gem. She listened to my enquiry and established the ages of all the children. She assured me we would be able to find an apartment to fit all. She recommended that instead of waiting until the very last minute, we start looking now as otherwise we may find we would be hit with extras like ticket-on-departure charges and we may have difficulty finding an apartment big enough to accommodate us all. She started looking through availability with me but there was no pressure to book there and then as she just wanted to give me an idea of what was around. She went into Airtours first, saying its system was useful because it gave a total price for the booking. She later explained they were not tied to any operator and when I had more time, she could look at more. She added that they promised to be the cheapest around so even if my friend had been given a quote from another agency, we should go back to her. An excellent service.
H Staff attitude
H Agency appearance
H Sales technique
H Product knowledge
H Brochure racking
H TOP TIPS FOR AGENTS H
Tip 1: On last-minute bookings, tell the customer to come in with whoever is travelling with him or her so that a decision can be made on the spot.