Mystery Shopper was planning to take her young children on a holiday in the UK in August and was keen for advice on options which would be suitable.
Every agent was able to give a selection of products but even though the Lunn Poly consultant produced a more limited choice, ignoring the obvious operators, her thorough approach impressed.
*****
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
Lunn Poly, 7/9 Bond Street, Leeds
*** Winner
The brochure racks looked in need of restocking in this neat and tidy looking agency.
There were four consultants on duty and I was served within a few minutes by a friendly consultant who checked when I was intending to go away and immediately recommended Oasis.
She showed me the brochure and came around from behind her desk to sit beside me while she went through it.
She pointed out the various activites offered on site, including horse riding and swimming and also pointed out the children’s play areas.
The consultant mentioned it was similar to Centreparcs but you could book it through agents and it was not as expensive. She said she wasn’t entirely sure but she thought there were more free activities offered with Oasis than with Centreparcs.
She also said that she had a friend who had been on an Oasis holiday and she recommded it highly. After going through the Oasis programme, she said I could also consider booking a Country Cottages holiday
She suggested I have a think and look through the brochures and call back if I needed further help.
* Agency appearance
* Staff attitude
* Sales technique
Going Places, 10 Bond Street, Leeds
***
A large agency, with uninspiring décor but a well stocked children’s activity section.
There were three consultants on duty and I was served immediately by a consultant who picked out Haven, Butlins and Oasis. She said that all three were good for children, but highlighted Haven and Butlings as having a good selection of parks around the country.
She also said that Butlins had recently gone through a multimillion pound image makeover and it was now a good choice. She commented that as August was a busy time, I should have a look through the brochures and pick out a few options.
She advised me to call back if I wanted to check availability.
* Product knowledge
* Staff attitude
Co-op Travelwide, 93 Commercial Street, Rothwell
**
A spacious agency with a table offering refreshments and a section with children’s toys. The brochure racks were well stocked. I was served by one of two consultants on duty.
She gave me Oasis, Butlins, British Holidays and Haven brochures. She said that all these companies had good facilities for children although Oasis probably did not have as many organised activities as it was like Centreparcs where it was all laid on but you did your own thing.
She pointed out that Butlins had now changed its image and was much better. She said that Butlins in Skegness was very good and if I wanted quotes on prices to call back and they would call them as they could not get the information up on their screens.
* Product knowledge
* Staff attitude
Dave Simpson, 16 New Briggate, Leeds
*
A small basic looking agency with three consultants on duty. and a reasonable selection of brochures on the racks.
There was only one other customer in the agency when I called so I was served immediately by a briskly efficient consultant who collected Oasis, Butlins, Haven and Pontins brochures for me.
She said that all the companies catered for family holidays and featured children’s activities, but did not go through any of them with me or make any specific recommendations.
She recommended I look through them at home and call back if I needed any further information.
Very straightforward, but not a particularly notable service
* Staff attitude
Top Tips for Agents
Tip 1: Sit beside the client when going through the brochure.
Tip 2: If you are offering refreshments, make sure the table looks clean.
Tip 3: Offer children’s toys, but do have a cull now and then as broken toys are a hazard to the younger ones