REQUEST

REQUEST

Mystery Shopper called on agents in Market Harborough for information on the Legoland attraction in Europe. She told agents she thought it was in Holland and that she was interested in going there for the February half-term holiday.

The consultant in Yorks Travel proved the most knowledgeable and was able to tell MysteryShopper that it wasn’t actually open on the days she intended going.

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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.

this week: Market Harborough

Going Places

10 The Square

Market Harborough &#42

This was a tatty looking agency with an old-fashioned interior. The racks were well stocked.

Two consultants were on duty. I was served immediately and was informed abruptly that they didn’t deal with Legoland.

I clarified that it was in Holland and was told by the consultant that it was in Denmark.

She went to the back office to check it out and returned saying they no longer dealwith the company which offered it.

She suggested I call Legoland in the UK for information.

&#42 Brochure racking

Thomas Cook

Unit 6a St Mary’s Place

Market Harborough &#42&#42

This was a medium-sized agency with two consultants on duty. The shelves looked quite patchy. On hearing my enquiry the consultant accepted my guess that Legoland was in Holland and checked her gazetteer.

She checked Cresta Cities and Bridge Travel Service theme parks brochure then the Wallace Arnold brochure, all to no avail. She rang a colleague and was directed to Keith Prowse with no joy. The fruitless search took so long I eventually said I’d ask a friend who may know.

&#42 Staff attitude

&#42 Agency appearance

Lunn Poly

30/32 The Square

Market Harborough &#42&#42

This was a large agency with one consultant on duty.

I waited five minutes and when I was served, the consultant had to check my query with a colleague. She was referred to Bridge Travel Service theme parks brochure but could not find Legoland in it.

She showed me Travelscene Family Short Breaks brochure and opened it on the Efteling, Holland pages. I repeated I was interested in Legoland.

Finally she called Keith Prowse and was told to refer me to the Internet.

&#42 Staff attitude

&#42 Agency appearance

Yorks Travel

Unit 1 St Mary’s Place

Market Harborough

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This was a very attractive looking agency with a wide selection of brochures. Two consultants were on duty and I was served within five minutes.

The consultant told me immediately that Legoland was in Denmark and picked out the DFDS Mini Cruise brochure. She assumed I meant the autumn half-term and she told me the cruises finished just before it.

I said I was thinking of it for next February and she was able to tell me it closed during the winter. She suggested I might consider it for Easter but when she checked the dates, she discovered it wasn’t open then either.

She checked which operators offered the park and mentioned Scantours and Specialised Tours. She rang the latter and ordered their brochure. Even though the product I wanted was not available, the consultant was very friendly and helpful and was keen to get me as much information as she could.

&#42 Agency appearance &#42 Brochure racking

&#42 Staff attitude

&#42 Sales technique

&#42 Product knowledge

&#42 TOP TIPS FOR AGENTS &#42

Tip 1: if the client’s first choice for a destination is not available, don’t leave the request unsatisfied. Always come up with a few alternatives so that the client is encouraged to buy something.

Tip 2: recommending the client to look up a destination on the Internet? Why not look it up yourself to check location and then book the client a ferry and hotel package within easy reach of it.