Mystery Shopper fancied an island-hopping holiday in Greece in September and she called on agents in Leeds for advice. Overall the standard was not particularly high and none of the agents showed any first-hand knowledge of Greece, not to mention island-hopping itself. The Apollo agent impressed with her thorough and efficient approach.
*****
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.
Apollo Travel, 81 Albion Street, Leeds
***** Winner
This was a neat-looking agency with a good selection of brochures on the racks and a small bureau de change. The agency had a bustling atmosphere with television screens showing holiday programmes.
I was served by a friendly consultant who immediately mentioned First Choice, but she could not find any of its brochures on the rack. She looked through the OAG Holiday Guide and found reference to Argo Holidays.
She then talked me through both options with the file copy of First Choice and pointed out differences in the duration and pricing structures. She also pointed out the alternative of going independently.
As she could not give out the relevant brochures, she photocopied the relevant pages and recommended that I call back when I wanted a quote for the itinerary.
The service was excellent. I got the feeling she didn’t know the Greek products too well, but she knew her way round the brochures.
* Agency appearance
* Product knowledge
* Staff attitude
* Brochure racking
* Sales technique
Travelworld, 22 Albion Place, Leeds
***
This was a small and neat agency and there were four consultants on duty.
I was served immediately by a friendly consultant who pointed out that the full range summer brochures were not available as the store had only just opened.
She returned with the Kosmar brochure and told me she had called the operator for advice. It recommended flying to Athens, and travelling by ferry to islands like Poros, Aegina, Spetses or Samos.
She suggested that I could stay on the islands and take day trips. Finding accommodation would not be a problem
She gave me the Airtours Greece brochure and said to call back if I wanted more information.
* Agency appearance
* Staff attitude
* Sales technique
Co-Op Travel, 34-39 Boar Lane, Leeds
**
The agency is implanted in a larger Co-Op department store. This one was next to the pharmacy which is useful for buying suncreams!
Two consultants were on duty and I was served immediately by a friendly consultant. She checked the OAG Holiday Guide but then said that most operators only offered twin-centre holidays.
She said I would be better off contacting the Greek Tourist Board as it would be able to give me information on hotels.
She did give me the Manos and Olympic Greece and Cyprus brochures and said they would give an idea on the range of islands to choose from.
Consultant did suggest I was to call back if I wanted to book anything.
* Staff attitude
* Brochure racking
Thomas Cook, 99-103 Albion Street, Leeds
*
This was a large agency with the usual Thomas Cook layout of separate flight desk and holiday counters.
Three consultants were on duty, but all were busy so I waited about 5mins. On hearing my enquiry the consultant said that the only company she knew who offered this type of holiday was First Choice.
The agency had no brochures for me to take away so the consultant showed me the file copy. She handed it over but offered no further assistance.
Before I left, she added that if I wanted to travel independently I should buy a book called Island Hopping in Greece which cost £12.99. She did not offer any suggestions and made no recommendation to call back for further help.
* Agency appearance
Top Tips for Agents:
Tip 1: If handing out brochures, do make an effort to direct customers to the relevant page.
Tip 2: When referring customers to the tourist office, it’s a nice touch if you give them the telephone number.
Tip 3: Giving photocopies of brochure pages may not be ideal but it’s better than telling customers to get the brochure from a rival agent.