mystery shopper

mystery shopper

this week: south London

Thomas Cook

96 Putney High Street,London SW15

Four consultants were on duty in this medium-sized agency and the racks looked low on brochure supplies.

One consultant was trying to contact an operator on the phone. She offered to help but was reluctant to leave the phone. On hearing my request, she saw the child with me and said children’s clubs were usually for four years and over.

She went to the back office and returned without any brochures. She said they had nothing at present and they usually had daily deliveries.

No stars

Going Places

92 Putney High Street,

London SW15 &#42

I had to ring a bell to get into this shop.

Three consultants were on duty and the brochure racks looked very empty.

On hearing my enquiry, a consultant rattled off information about discounts but spoke so quickly, I did not catch any of what she said.

She told me Airtours was the best operator to go with as they have children’s facilities but she also suggested the Tradewinds brochure. She pointed out that they didn’t offer any discounts with it.

&#42 Agency appearance

Flight Centre

82 Putney High Sreet

London SW15 &#42&#42

Three consultants were on duty in this smart looking agency which appeared to be simply but plushly decorated.

One consultant was holding for a telephone call but acknowledged me and said that she would help me as soon as she had finished.

On hearing my request, she went to the back office and returned with a Kuoni brochure.

She spoke in very general terms about what the operator offered and advised me to call back if I wanted any more information.

&#42 Agency appearance

&#42 Staff attitude

Tara Travel

186 Lavender Hill

Clapham

London SW11

&#42&#42&#42

Four consultants were on duty in this spacious agency where there appeared to be a good selection of brochures. All consultants were seated behind very high counters and were busy with customers or on the phone. I browsed at the rack for a few moments and then was approached by a friendly consultant.

On hearing my request, she went straight for Cresta Worldwide brochure and opened it up at the Jamaica section. She indicated the selection of properties and noted that some of them billed themselves as being suitable for families.

She then went to the back office in search of other brochures and returned with an Airtours brochure but said they had only a file copy. She offered to photocopy the relevant pages for me. She told me they were expecting deliveries in the next week so I said that I would pop in again.

The consultant displayed no product knowledge of the destination but she stood out as being the most friendly and enthusiastic of the agents I visited which made all the difference.

&#42 Agency appearance

&#42 Staff attitude

&#42 Sales technique

&#42 TOP TIPS FOR AGENTS &#42

Tip 1: It may be hard to give up a phone call when you have been waiting in a queueing system but the customer in the shop should always take priority. There will be quiet periods when you can return to the phone.

Tip 2: Do acknowledge the customer if they have to wait until you are ready. It makes them feel that you are interested in helping

REQUEST

REQUEST

Mystery Shopper called on agents in south London to ask advice about a holiday to Jamaica for a family with a young child. They planned to travel in May and they wanted help finding a hotel with facilities suitable for a toddler. The agents seemed very uninterested apart from Tara Travel where the consultant proved the most approachable

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Each week, Mystery Shopper will be calling on agents in different areas. Stars are awarded to agents which score for:

&#42 Agency appearance

&#42 Product knowledge

&#42 Staff attitude

&#42 Brochure racking

&#42 Sales technique

The top-scoring agency each week receives a Travel Weekly certificate ofcommendation

Please noteno additional information will be given about Mystery Shopper’s visits.