This was a large and neat agency with a bureau de change. There were lots of spaces on the brochure racks.
I was served immediately by a very friendly consultant who picked out the Airtours Far and Away and Unijet Caribbean brochures. She suggested it was better to go on a half-board or all-inclusive basis and talked me through what was usually included in the all-inclusive packages.
She said it was best to look through the brochures to see the description of the different resorts.
I was reminded to check the injections we would need. She added that most operators gave discounts, but highlighted 15% offer from Airtours. She did not give me a card or suggest I return to book.
The agency was small but neat and had a bureau de change. The brochure racks looked well stocked.
Three consultants were on duty, but all were busy with customers. Finally one finished with her client, but disappeared into the back office. I waited for 10mins until a colleague finished dealing with her customer, but she then took a phone call. Finally it was my turn.
She said friends had been to the Club Bahia Principe in Bahia Principe and they recommended it highly. She talked me through the facilities and did a costing of £1,558 for both of us, travelling with Airtours. She said they were offering 15% discount until Monday.
Friendly and helpful, though rather single-minded in selling just one property.
Three consultants were on duty in this large, spacious office but all were busy with customers.
The brochure racks looked very patchy. At least there were seats for waiting customers, as it took about 15mins before it was my turn.
The consultant immediately picked out Unijet Caribbean and Thomson Faraway Shores brochures and talked me through the style of hotels and described the facilities.
She said that most people tended to stay around the complex but you could visit other hotels though they may charge. She said all the tour operators used the same hotels so it was a case of picking the one I liked and they would help choose the operator which gave the best deal. She gave me her card and said to call back.
THIS old-fashioned looking agency needed some initial refurbishment to brighten it up.
The brochure racks were well stocked. There were two consultants on duty and I was served immediately. She checked if I just wanted some brochures or whether I wanted to make a booking.
She picked out Cosmos Tropical Paradise and told me there was a choice of two airports to fly into when travelling to the Dominican Republic. She said Santa Domingo was nice and quiet, but I might find it a bit out of the way.
The consultant said Puerto Plata was much busier without being tacky.
She said hotels were of a good standard but not as high quality as on other Caribbean islands and added that this meant hotel choice wascrucial.
She reminded me to check what was included in the all-inclusive package as sometimes things like water sports were not offered.
Also handed me Unijet Caribbean and Mexico brochure. She gave me her card and said come back when I had decided what to do. A helpful, enthusiastic and knowledgeable consultant.
H Staff attitude
H Brochure racking
H Product knowledge
H Sales technique
H Staff attitude
H Product knowledge
H Sales technique
H Agency appearance
H Staff attitude
H Brochure racking
H Agency appearance
H Staff attitude
Mystery Shopper was planning a Caribbean holiday for herself and her partner and was thinking about going to the Dominican Republic. She called on agents in Woking for advice on the destination and said they were planning to travel in February. The independent agent proved to be the most impressive although it was clear all the agents were used to selling the destination.
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 of commendation
Please note that noadditional information will be given about Mystery Shopper’s visits
Tip 1: Empty brochure racks look very unappealing. Why not spread out existing supply if brochure stocks are running low?
Tip 2: Customers in the shop should take priority. Telephone callers should be advised that the consultant will ring them back when there is a free moment.