Location: Newham, London
Shopping for: a trip to the Middle East for a couple of empty-nesters
The agencies
Travel Link
122 Upton Lane, Newham, London
Score: 17%
I entered Travel Link and the travel agent was busy on the phone and with other customers. After 25 minutes I had still not been acknowledged or served and it was apparent that the agent was going to be some time dealing with the customer.
She clearly had a lot going on around her and was finding it hard to handle the workload by herself. Having waited so long it was apparent that I wasn’t going to be helped with my enquiry so I left without seeing the agent.
It was unfortunate I did not get the chance to speak to a member of staff, as I was listening to her handle the queries for the previous customers and she did seem helpful and attentive. Still, I cannot recommend the store as I wasn’t even acknowledged.
Jumbo Travel
394a Green Street, Newham, London
Score: 64%
There were two sales consultants, one of whom was busy with customers when I arrived. The available sales consultant asked if I wanted assistance and when I explained what I was looking for, she recommended flying with Kuwait Airways.
The sales consultant apologised for not being able to give me any hotel details as they only specialised in flights. She advised me that there was no political turmoil in this country compared with Iraq and Afghanistan.
She told me I should avoid Pakistan. The sales consultant took my details, saying she would ring me later in the day to give me more information. She thanked me for my visit and was friendly and keen to help. I would recommend this store.
Travel View
56 Plashet Road, Newham, London
Score: 68%
The employee was on the phone when I entered, but she smiled and invited me over. When she finished speaking, she apologised for having to make me wait.
I explained what I wanted and she asked me if I had visited Abu Dhabi. She began to show me a brochure, but I told her skyscrapers did not appeal.
She tried to recommend Abu Dhabi again and gave me an Abu Dhabi brochure, but when I refused she asked me what I thought of Egypt. She said there was no political strife there. She didn’t have a brochure, but said there was a cheap package deal coming in the next day.
She suggested I leave my number and she would ring me to let me know about the details. I received good service. I would recommend the store.
The winner
Hillside Travels
386-388 Green Street, Newham, London
Score: 80%
The outside and inside of Hillside Travels was clean. I was not greeted upon entering, so I sat down and waited to be served by one of the three consultants in the shop.
When I realised they were not going to address me, I approached an employee and asked for help. She shook my hand and told me her name. When I told her what I was looking for, she immediately asked if I had visited Jordan.
She was very helpful and ready to answer my questions. She told me that she would not be able to tell me about hotels as they did not specialise in this, but she looked for a few prices on tickets. I was impressed by the attention paid by the employee.
She was very friendly and I would recommend the store.
Prize
Congratulations, Travel View, Newham. One of your agents will be staying at Palm Islands, the Grenadines, courtesy of Elite Island Resorts, after coming top in this week’s Mystery Shopper.
Palm Island lies on its own 135-acre island in the Grenadines. The five white-sand beaches are complemented by 37 guest rooms that are dwarfed by the coconut palms and styled with their island setting in mind.
Every week for the next year 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.
Selling tips
Tip 1: Tell customers the Middle East is very diverse with lots of different countries and regions, which are safe for tourists.
Tip 2: Advise clients of any potential tourism dangers. Alert them to any flashpoints and direct them to travel advice on the Foreign and Commonwealth Office website (fco.gov.uk). Ensure customers have adequate insurance.
Tip 3: Explain everything Dubai has to offer, focusing on other activities apart from shopping and lounging by the pool, such as dune safaris.
Tip 4: Suggest Jordan or Egypt, which are teeming with history. Suggest a Nile cruise or an itinerary taking in the main sites, such as the Valley of the Kings in Egypt, or Petra in Jordan.
Tip 5: If Egypt, Jordan or Dubai fail to appeal, suggest destinations such as Turkey or Morocco, which are rich in history and culture.
Mystery Shopper scoring system
- 60% Advice and product knowledge
- 12% Customer service
- 8% External/internal appearance
- 7% Welcome
- 7% Farewell
- 6% Staff presentation