mystery shopper

mystery shopper

this week: Leicester

American Express

1 Horsefair Street

Leicester &#42

This was a large agency with a foreign exchange on the ground floor and an agency on the first floor.

The furniture was plush with magazines on a table to flick through and a free coffee machine for customers’ use, although it was out of order.

Two consultants were on duty. I was not acknowledged as I waited. When it was eventually served, I was given Thomson Wintersun brochure and was told The Gambia was a Third World country so accommodation is quite basic.

&#42 Agency appearance

Going Places

56 Gallowtree Gate

Leicester &#42

This was a large agency with very empty looking brochure racks.

Two consultants were on duty. When I asked about getting good deals in winter to The Gambia the consultant gave me the Airtours Far and Away brochure and told me this was the best place to find cheap holidays.

She told me they were offering a £50 reduction per couple.

She commented as she handed over the brochure that The Gambia was meant to be lovely.

&#42 Staff attitude

Ilkeston Co-op

Unit 4 Lower Mall

The Shires Shopping Centre

Leicester &#42

Five consultants were on duty but they were all serving customers. It was difficult to understand the queuing system and it seemed customers had to leap in when a consultant was free. When I did, the consultant informed me that she was booking a holiday for someone.

I asked about The Gambia and she directed me to racks at the front of the shop and told me to take First Choice and Thomson brochures.

She said The Gambia is supposed to have lovely beaches.

&#42 Agency appearance

Millington Travel

2 Halford Street

Leicester

&#42&#42

Strip lighting and lino floors made this agency look like it was designed by someone more used to kitchen décor.

There was a good selection of brochures available. There were two consultants in an alcove who only looked after the Australia section and two in the main holiday section who were both busy. I was not acknowledged nor were two others waiting in the queue who eventually gave up and left.

I was eventually greeted by another consultant who told me she was a trainee. I told her my enquiry and she gave me the First Choice Tropical brochure.

She pointed out Gambia and was keen to assure me that if I needed more help, I could wait and speak to one of her colleagues. She wanted to give me more brochures but could not find the destination in any them. She was pleasant and willing to help but it is unfortunate that training has not involved helping her deal with customers as they come in so I did not have to wait so long. This week’s winner as she was the only one to bother opening the brochure with me.

Strip lighting and lino floors made this agency look like it was designed by someone more used to kitchen décor.

There was a good selection of brochures available. There were two consultants in an alcove who only looked after the Australia section and two in the main holiday section who were both busy. I was not acknowledged nor were two others waiting in the queue who eventually gave up and left.

I was eventually greeted by another consultant who told me she was a trainee. I told her my enquiry and she gave me the First Choice Tropical brochure.

She pointed out Gambia and was keen to assure me that if I needed more help, I could wait and speak to one of her colleagues. She wanted to give me more brochures but could not find the destination in any them. She was pleasant and willing to help but it is unfortunate that training has not involved helping her deal with customers as they come in so I did not have to wait so long. This week’s winner as she was the only one to bother opening the brochure with me.

&#42 Sales technique &#42 Brochure racking

&#42 TOP TIPS FOR AGENTS &#42

Tip 1: always acknowledge the customers waiting. It is particularly noticeable in small agencies where customers queuing feel like they’re intruding if consultants don’t even look up from their desks.

Tip 2: encourage trainees to talk to the customers – it may be a straightforward request such as getting brochures from a back office that are not on display.

REQUEST

In a second visit toLeicester, Mystery Shopper wanted advice on good deals to The Gambia this winter.

She admitted she didn’t know anything about thedestination except prices were meant to be good. Overall the standard was poor. Not one agent appeared to know anything about it and were content to just hand over brochures.

&#42&#42&#42&#42&#42

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.