| Journal: TWUK | Section: |
| Title: | Issue Date: 28/08/00 |
| Author: | Page Number: 15 |
| Copyright: Other |
mystery shopper
this week: Epsom
Thomas Cook40 Ashley CentreEpsom H
This was a spacious office with five agents on duty who were all busy. After a 10-minute wait, I was served by an apologetic consultant who told me they were short of brochures. I was given Thomas Cook Holidays lates and special offers brochures and Kuoni Limited Editions. She showed me some Bangkok two-centre holidays and mentioned they only had a Kuoni Deluxe brochure. No card was given or any suggestion made to return. This was a hasty service and the consultant seemed uninterested.
This was a spacious office with five agents on duty who were all busy.After a 10-minute wait, I was served by an apologetic consultant who told me they were short of brochures.
I was given Thomas Cook Holidays lates and special offers brochures and Kuoni Limited Editions. She showed me some Bangkok two-centre holidays and mentioned they only had a Kuoni Deluxe brochure. No card was given or any suggestion made to return. This was a hasty service and the consultant seemed uninterested.
H Agency appearance
Going Places
31 High StreetEpsom HHH
This agency was neat looking and there were lots of brochures.
The consultant was near the back of the agency when I came in and she asked if I needed help. She gave me the Kuoni Tropical Sun brochure and pointed out Phuket, Pattaya and Ko Samui. She also checked JMCTropical to see if they featured Thailand but they did not. She mentioned they were short of Faraway Shores brochures at present but more were coming in next week. The agent was polite but not strong on selling skills.
H Agency appearanceH Staff attitude
H Brochure racking
Lunn Poly
26 High StreetEpsom HHH
In this small agency,there were three consultants on duty.
I was served immediately and given the Thomson Faraway Shores brochure. I was told this was a cheaper option as they were based on charter flights. She also gave me Kuoni Worldwide and told me they were very good for tailor-made holidays.
Finally, I was given British Airways Worldwide and told they were like Kuoni but with less choice of destinations. The agent was friendly andgave me her a card and said to call if Ineeded further help.
H Agency appearance
H Staff attitude
H Sales technique
Epsom Worldchoice
73 High StreetEpsom
HHHHH
This was an office-style agency with high stools. Most brochures were behind the counter.
I was served immediately and given Kuoni Worldchoice brochure and Premier Holidays Asia.I was told the latter was best as it was easy to read and that Kuoni was also good as they never had any complaints about them.
On destination advice, the consultant highlighted Phuket, Ko Samui and Phi-Phi. She said they were beautiful islands and were becoming more cosmopolitan. She pointed out the weather and rainfall for October and November and advised me that I would need malaria tablets if I was going north.
She also sold me the idea of two-centre holiday and quoted price of £30-£40 per night for a Bangkok hotel.
The agent showed me the Bangkok Marriott Royal Garden Riversi and said it was excellent. This was a very helpful and friendly consultant. Iwas given a business card and strongly urged to return as soon as possible.
H Staff attitude
H Agency appearance
H Brochure racking
H Product knowledge
H Sales technique
H TOP TIPS FOR AGENTS H
Tip 1: Do mention the importance of malaria tablets on travel to certain destinations. It’s not worth taking the risk of leaving them behind.
REQUEST
Mystery Shopper called on agents in Epsom to ask about an autumn holiday to Thailand for herself and her husband. Agents were comfortable with selling the destination but Epsom Worldchoice proved the most professional.
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.