| Journal: TWUK | Section: |
| Title: | Issue Date: 04/09/00 |
| Author: | Page Number: 15 |
| Copyright: Other |
mystery shopper
this week: Lakeside and Bluewater shopping centres
this week: Lakeside and Bluewater shopping centres
Lunn PolyUnit 12, Upper Rose Gallery, Bluewater H
Five consultants were on duty in this very busy agency.
The brochure racks had been stripped bare. Iwas finally served by a consultant who went to the back office in search of brochures.
She returned with a battered copy of the OAG and said: “It’s in the Far East isn’t it?”
I directed her towards Canada but there was still no joy in the OAG. She finally returned to the back office and came back with Bluebird Canada, Globespan Canada and Travelpack Canada and Alaska.
H Agency appearance
Travel Choice
4 Thurrock Lakeside Shopping Centre H
There were four consultants on duty in this very busy agency.
The brochures were racked behind a counter. I waited about 10 minutes and the consultant looked distinctly uninterested. She stared across at racks with a blank expression and said she had nothing to offer me – despite the fact I could see at least one brochure which certainly featured Quebec – and asked me had I tried upstairs.
I assumed it was another branch of Travel Choice but the consultant was directing me to Lunn Poly.
H Agency appearance
Lunn Poly
Shop 349, Lakeside Shopping Centre HH
The brochure racks had been stripped clean in this medium-sized agency.
I had a short wait while the couple insisted the price they had been quoted for a Disney pass was over the top. The consultant argued her case saying Lunn Poly was certainly the cheapest in the country, as they had ‘the contract’ with Disney.
I was finally served and offered Bluebird Canada, Travelpack Canada, Alaska and Yukon and All Canada Travel and Holidays. I was given a card and told to return when I wanted more information.
H Agency appearance
H Staff attitude
Travel Choice
Unit 50 Upper Thames Walk, Bluewater
HHHH
THIS agency was attractive with desks arranged in an octagonal shape. The brochure racks were on one wall and there was also a screen that customers use to do their own research.
There were five consultants at the desks who were all busy. I queued beside the Travel Choice Express counter. Despite the ‘express’ tag, the agent was still selling the concept of a Disney hopper pass to Florida-bound customers 10 minutes after I arrived. I was eventually served by one of the consultants at the desks who immediately went to the back office and returned with All Canada Travel and Holidays and Connections Canada plus Alaska brochures. She opened them up at the relevant pages and said they offered tours, cruises and city packages. She said the city packages would be what I was looking for and highlighted Quebec Inns and Resorts. This was a swift service but there was no suggestion to return to book. In contrast to her rivals, the agent at least opened the brochures to indicate what was on offer.
H Staff attitude
H Agency appearance
H Brochure racking
H Product knowledge
H TOP TIPS FOR AGENTS H
Tip 1: If you are hazy about the location of a destination, do check it before you start an aimless search. Customers will have more patience with an honest admission that you aren’t sure of where the place is than they will with a wasted search.
REQUEST
This week Mystery Shopper visited agents in the gigantic shopping centres of Bluewater in Kent and Lakeside in Essex. She needed help to arrange a touring holiday to Quebec this autumn. Comparing the service offered byLunn Poly and Travel Choice at each centre, she found that Travel Choice in Bluewater was the most impressive.
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.