mystery shopper

REQUEST

Mystery Shopper called on agents in New Malden in Surrey this week to ask about a campervanholiday in Californianext August. Shefound two of the agencies had adopted strict securitymeasures following a recent spate of robberies and attempted robberies. In spite of this, the Lunn Poly consultant was the most impressive.

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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.

mystery shopper

this week: New Malden

Travelcare

91 High Street

New Malden &#42&#42

I was a bit bemused to discover that the door was locked when I tried to enter the agency.

An agent rushed to open it and explained briefly that it was for security reasons. I was served by a friendly agent but finding campervan holidays eluded her. She searched through Cosmos, Jetlife and Co-op overbranded brochures.

She got a British Airways Holidays brochure and although she could not find what I wanted, she said it would show possible routes they could book separately.

&#42 Staff attitude

&#42 Agency appearance

Going Places

93 High Street

New Malden &#42&#42

There were two agents on duty and I was served immediately.

The agent offered the Jetlife brochure, assuring me they featured California and motorhomes but the brochure was not opened. She also offered the British Airways America brochure, but again this was not opened. I asked about overnight options and was told the agent’s friend had been on a similar holiday and they had parked on the side of the road. She was not entirely sure this was OK but said they would check on our behalf.

&#42 Staff attitude

&#42 Agency appearance

AFS Travel

34 High Street

New Malden &#42&#42&#42&#42

This was a large agency with a good selection of brochures.

Three consultants were on duty and I was served immediately. She selected the Virgin brochure and showed me the pages featuring campervans.

She said the operator would give us a list of do’s and don’ts for overnight stops. Iwas also given Travel 4 and United Vacations brochures but the consultant had difficulty finding the relevant sections though she was sure motorhomes were offered. Iwas given a business card and urged to return.

&#42 Staff attitude

&#42 Agency appearance

&#42 Brochure racking

&#42 Sales technique

Lunn Poly

109 High Street

New Malden

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The door was locked and I had to wait while the agent bounded up to the door to open it.

She launched into a lengthy explanation of the security problems that local agencies had suffered recently and said Going Places had been robbed as had Lunn Poly in Wimbledon.

On hearing my request, she checked when we wanted to go and for how long. She said that going for just over two weeks was a good idea as there was so much to see. She showed me the United Vacations brochure and indicated a map which marked the highlights of California.

The agent suggested it would be a good idea to take an internal flight from Los Angeles to San Francisco as it would take too long to drive from one to another. She said Kuoni used to do motorhomes as well and tried to call them for me but call was taking so long I said I would look at the United Vacations brochure. This was a very cheerful and friendly consultant.

&#42 Agency appearance &#42 Brochure racking

&#42 Staff attitude

&#42 Sales technique

&#42 Product knowledge

&#42 TOP TIPS FOR AGENTS &#42

Tip 1: locking the door against would-be criminals serves to deter customers. Perhaps a more discreet system of security would work better.

Tip 2: always give your business card. It makes the service more efficient and professional.