Location: Kilburn, London
Shopping for: a family holiday to Spain this summer
The agencies
Naam Travel
395 Kilburn High Road, Kilburn, London
Score: 57%
I explained what I wanted to the employee. She advised me that they only dealt with flights, and that I would probably be better off getting a package deal from the Internet as Spain was a very popular destination.
She explained the benefits of Spain and recommended Salou, adding that if I was looking for a tailor-made holiday, she could get the flights for me and I could do the leg work of finding a hotel.
However, she stressed that she would not recommend this as it would probably work out a lot more expensive.
The agent gave me her card and told me to ring her with further questions if I decided to take the tailor-made route, but told me I would probably find the package deal option a better offer.
Seagull Travels
196 Broadhurst Gardens, Kilburn, London
Score: 60%
An agent greeted me as I walked in. She directed me to the desk of her colleague who was dealing with a query on the phone. She indicated she would be a moment and when she finished the call, she asked if she could help.
I relayed my scenario, and she advised me that she only dealt with flights and that the Internet would be the best and cheapest option for me.
She also advised me that it may be too early to book and that if I left it until closer to the time, I might be able to get a cheaper and better deal. She had a look at the prices to confirm this.
She introduced herself and asked me to call her if I required more help. Although the agency was limited in providing the information I required, the service was good.
Skyways Travel
338 Kilburn High Road, Kilburn, London
Score: 71%
When I entered the store, a consultant speaking on the phone looked up and smiled, while her colleague beckoned me to take a seat at her desk.
I told her what I was looking for and she immediately searched on the computer for something suitable. She asked a few questions to define my needs and then told me she had found a deal for Salou.
Here I would have the PortAventura amusement park and the beach nearby. She began explaining that due to the holiday period, prices were a lot steeper and if I could go in early July I would get a better deal.
She pointed to the Sunset Summer Sun brochure and asked me to pick it out for her. I noted that the consultant seemed tired, but regardless of this she was very informative.
The winner
Caspian Travel
142 West End Lane, Kilburn, London
Score: 85%
I was greeted straight away by an employee who was sitting directly in front of the door, indicating for me to take a seat.
When I explained what I wanted, she directed me to her colleague, who smiled and asked me to sit with her. She then looked on her computer and recommended Salou.
She turned her computer around and showed me the hotel, then gave me the option of going to a resort which would involve flying to Alicante and another flying to Benidorm.
She printed an itinerary and price list for me, and photocopied information from the brochure as she didn’t have a spare. The agent stressed the importance of booking soon, trying to make a sale.
I found the consultant to be informative, helpful and thorough.
Prize
Congratulations, Caspian Travel, Kilburn. One of your agents will be staying at Long Bay Beach Club, British Virgin Islands, courtesy of Elite Island Resorts, after coming top in this week’s Mystery Shopper.
Every week the travel consultant who gets the highest Mystery Shopper score will win a seven-night stay for two people at an Elite Island Resorts property. Flights are not included.
The agent who scores the highest mark each quarter will receive a bonus prize. There will also be a grand prize for the agent declared the overall winner in June 2008.
Selling tips
Tip 1: Suggest the upmarket resort of Costa Adeje in Tenerife. Europe’s largestwater park, Siam Park, is set to open there on May 1. The park is 10 minutesfrom a raft of family-friendly hotels, most of which have kids’ clubs.
Tip 2: For extra commission, buy theme park tickets in advance from Keith Prowse Ticketing or Attraction World. They often have special offers – a great selling point for clients.
Tip 3: Andalusia is home to the theme park Isla Magica and the Costa de la Luzcoastline. Vintage Travel offers family villas with pools across the region.
Tip 4: For a lively family holiday with beaches and plenty of evening entertainment, suggest Benidorm. A range of rides, attractions and shows are on offer at the region’s Terra Mitica theme park. There are a range of hotels with kids’ facilities.
Tip 5: Spain’s most famous theme park is PortAventura on the Costa Dorada. The park includes water rides and two hotels. This stretch of coast has long beaches with many hotels, but clients who prefer somewhere lessdeveloped can stay in a villa in the countryside.
Mystery Shopper scoring system
- 60% Advice and product knowledge
- 12% Customer service
- 8% External/internal appearance
- 7% Welcome
- 7% Farewell
- 6% Staff presentation
