Mystery Shopper

Mystery Shopper called in on agents in Wakefield to get some details on a trip to New York next May to celebrate a landmark birthday.

*****

Each week Mystery Shopper will be calling on agents in different areas. Stars are awarded to agents which score for:

* Agency appearance

* Product knowledge

* Staff attitude

* Brochure racking

* Sales technique

The top-scoring agency each week receives a Travel Weekly certificate of commendation.

Please note that no additional information will be given about Mystery Shopper’s visits.

There was nobody on duty when I first walked into this agency, but a consultant soon emerged from the back office.

On hearing my enquiry, the consultant picked out Inghams cities brochure, but pointed out that new brochures would be out soon.

She said I would pay about £600 for a four-day break in New York this year. She said it was pointless to wait until the last minute to get a bargain as this did not happen too often with city breaks.

The consultant had been to New York and was very enthusiastic about the city. She suggested we take a helicopter ride and visit the Empire State Building for the views, but said the Liberty Island tour was over-priced and it would be better to do it ourselves.

She told me about the airport bus service and the most convenient tourist office.

Although New York has a reputation for being violent, she assured me she did not feel intimidated.

Excellent service from a very knowledgeable and friendly consultant.

* Brochure racking

* Staff attitude

* Sales technique

* Product knowledge

There was a pleasant atmosphere to this agency which had a good selection of brochures.

I was served immediately by a friendly consultant who said I could choose between booking a package, or flight and accommodation separately.

The agent checked the system for flight costs and quoted me special deals ranging from £137 to £190 plus £46 tax. She suggested a few hotels including the NYK Pennsylvania, the New Yorker, the Eddison and the Salisbury, with prices ranging from around £51 to £65 per person per night.

She said prices would probably increase by 10% next year but it was important to book early as I would be travelling with a large group. She suggested I return to her in July.

* Product knowledge

* Staff attitude

* Brochure racking

The agency was spacious but the brochure racks looked patchy. There was a good selection of children’s toys.

There were two consultants on duty and I was served immediately by a friendly consultant who responded to my enquiry by saying it was up to me whether I booked the flight and hotel separately or booked an inclusive package.

The agent checked the system and quoted me a fare of £365 to New York from Heathrow with British Airways.

I was advised to return in about two months’ time when the new brochures would be out. The agent said I should not leave making a booking until the last minute and then gave me her card.

* Staff attitude

* Agency appearance

This was a neat looking, standard-style agency with well stocked racks. There were three consultants on duty and I was served immediately.

I told the consultant what I was looking for and she quickly informed me it was too early to think about booking anything at this stage and I should wait until at least the end of the month until the new brochures come out.

She said she would take my details and register me in order to send the relevant brochures to me when they were published. She seemed reluctant to give even general information in response to my enquiry.

The agent was very polite, but seemed to be in quite a hurry to get me out of the agency.

* Brochure racking

Tip 1: Telling the customer they are too early to book is one thing, but do give an idea of what price they may have to pay

Tip 2: When selling city breaks, do point out the pros and cons of packaged trips versus independent arrangements. For example, it may be cheaper to do it yourself but there may be no transfers or reps to call on for assistance