| Journal: TWUK | Section: |
| Title: | Issue Date: 24/07/00 |
| Author: | Page Number: 15 |
| Copyright: Other |
mystery shopper
this week: Aldershot
REQUESTMystery Shopper called on agents in Aldershot this week to request information about a September trip to San Francisco. She mentioned they wanted to stayin a hotel in the city for a few days, then touraround the region. The service was pretty awful and it was hard to find a winner.
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.
Wellington Travel
26 Wellington Street
Aldershot H
One consultant was on duty in this Advantage Travel member agency. The brochure racks were well stocked.
On hearing my request, the consultant pointed to a shelf and said the US brochures were “over there”. When I asked about touring, she checked with a colleague who picked out the Premier Holidays America brochure and said it only offered accommodation though I had not asked for this. I enquired about the complete package and was told it could also do this. Off-hand service.
H Brochure racking
Travel Choice
39 Union Street
Aldershot H
There were two consultants on duty, both were busy when I entered the bright, attractive looking agency. A third consultant emerged from the back after a few minutes.
On hearing my request, she handed over Jetsave’s America and Canada Escorted Touring Holidays brochure, Jetlife America and Canada and Cosmos America and Canada Touring Holidays as well as Unijet Las Vegas and California. She said to call if I wanted prices and indicated the phone number on brochure stickers.
H Agency appearance
Thomas Cook
36 Union Street
Aldershot H
This was a medium-sized neat-looking agency with half-empty brochure racks. Two consultants were on duty, one waiting for a call to be answered.
I was served immediately by a colleague who informed me that they only had Kuoni America brochures and went to the back office in search of one. She returned with Jetlife America. She commented that they also do “their own” America brochure but they had none in stock. There was no offer to send one on to me and she simply handed me the brochure.
H Agency appearance
Lunn Poly
32 Union Street
Aldershot
HH
This neat and tidy looking agency had two consultants on duty. The brochure racks were low on supplies. One retailer was busy with a customer. I was served immediately by the other consultant who listened to my enquiry then went to search for brochures.
She returned with The Complete America and Canada Book with Getaway, United Vacations America and Hawaii, Kuoni America and Canada, Premier Holidays America.
She got a carrier bag and proceeded to put them in without attempting to open them up to talk me through the San Francisco section. I asked about touring around the city and the region around it and the consultant halted the packing up operation and opened up one of the brochures at the relevant page and showed me the different choices of hotel. She did not go into the options for touring around outside the city. Very brisk and efficient manner. Winner this week more by default because standard from rivals was so mediocre.
H Staff attitude
H Agency appearance
H TOP TIPS FOR AGENTS H
Tip 1: Pointing to the shelves to indicate the brochures the customer should take gives a very disinterested impression. Make the effort to walk from behind the counter to pick out the relevant brochures and then indicate the options offered. Take the opportunity to sell the reasons why potential clients should return to book with you.