| Journal: TWUK | Section: |
| Title: | Issue Date: 10/07/00 |
| Author: | Page Number: 15 |
| Copyright: Other |
REQUEST
Mystery Shopper called on agents in Romford this week to ask about flights to Geneva this summer. Mystery Shopper wanted to use a chalet in Chamonix and needed to know what the best fares would be. She also asked for advice on getting from Geneva to Chamonix. Flight Centre impressed with the consultant’s efficient confident approach.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: Romford
Going Places28 Liberty 2 Shopping Centre, Romford H
This was a large agency with three consultants on duty.
I waited 15mins to be served but was finally helped by a consultant who was amazingly impassive.
Her expression never changed throughout the conversation, though few words were spoken. She mechanically checked the system and came up with a British Airways flight from Gatwick for £123.80 including tax. I asked about getting to Chamonix from the airport and the response was: “I haven’t a clue.”
H Agency appearance
Lunn Poly
Unit 1 Liberty 2 Shopping Centre, Romford H
I waited nearly 25mins to be served.
The shop looked untidy but that was probably because it was so busy and the agents couldn’t move from their desks.
My enquiry was handled in a very brisk manner. She asked if I had a preference for a particular London airport.
The consultant went into the system and came up with £114 flight with Crossair from London City to Geneva. I asked about getting to Chamonix from Geneva and consultant said she had no idea.
H Staff attitude
Travel Choice
78a South Street
Romford HHH
This was a bright modern-looking agency.
The racks were well stocked. I was served immediately by one of four consultants.
She went straight into the system. But as she started to look for fares she said there wouldn’t be any deals available as the route was served only by scheduled airlines.
She gave me a printout without explaining what the abbreviations stood for.
The lowest fare quoted was £157 from Gatwick or Heathrow.
H Agency appearance
H Staff attitude
H Brochure racking
Flight Centre
Unit 5 Laurie Walk
Liberty Shopping Centre
Romford
HHHHH
This was a narrow agency with brochures behind the main counter but it was bright and attractive looking.
Three consultants were on duty. The agent responded that the best option would be Crossair from London City Airport and guessed that flights would be £80-£100. He went on to check the system and came up with a Swissair fare from Heathrow of £65 plus tax. He wrote out the quote on the pre-printed mini-form at the back of a business card – a very neat idea.
He talked generally about the high cost of the airport tax and said London City would be a bit more expensive. He said he did not know how to get from Geneva from Chamonix as he had only taken the journey when the transfer was laid on by the ski operator. Apart from that, the consultant exuded confidence and appeared very knowledgeable and confident about selling. It was a very impressive service.
H Staff attitude
H Agency appearance
H Sales technique
H Brochure racking
H Sales technique
H TOP TIPS FOR AGENTS H
Tip 1: When a customer asks a question like how do you get from Geneva to Chamonix?, surely it makes sense to suggest driving there and then take the opportunity to promote car hire as well as a flight?