Mystery Shopper called on agents in Twickenham, southwest London, to seek advice on a forthcoming holiday to Crete. She was travelling with her parents and they wanted to stay in a villa. they also wanted to be near archaeological ruins. Agents had no trouble finding the villa, but only Thomas Cook managed to name Knossos – the most famous historical site on Crete – though she didn’t pinpoint the nearest resort.
*****
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
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
Thomas Cook, 16 Heath Road, Twickenham
**** Winner
A small, neatly decorated agency with posters proclaiming customer compliments about the good service adorning the walls. Brochure folders were about half full.
Three consultants were on duty, all busy with customers. Served after a 5min wait.
My consultant immediately suggested First Choice as the only operator offering villas on Crete and went to get a copy of the brochure.
I mentioned my parents were keen to visit the archaeological sites on the island, and asked about the best place to stay. At first she could not recall the name of the most famous site on the island, but she mentioned the Samara Gorge is worth a visit. She then checked Manos brochure and said Knossos was the place I was thinking of.
She then pointed out that if we were set on staying in a villa, we would not have the option of picking a favoured resort to stay in as they were only a limited number of properties on the island. She said we would have more choice if we stayed in an apartment. She said there would be excursions to the archaeological sites wherever we stayed and that the island would take 3hrs to cross.
Gave me the Thomas Cook Holidays overbranded Sunworld Greece brochure. Indicated the telephone umber and told me to call when I found something I liked.
* Agency appearance
* Product knowledge
* Staff attitude
* Sales technique
Edwin Doran, 54 King Street, Twickenham
***
A very attractive agency both inside and outside. The windows looked somewhat bare as all the late availability plastic folders were empty.
Three consultant were on duty and there was a wonderful choice of brochures.
I was served immediately by consultant who said she did not know Crete and checked with colleague who referred her to the Uncommercial Cephalonia brochure. Briefly looked at it, then picked out Simply Crete brochure. I asked about the best place to stay to have access to archaeological sites and she did not know, but indicated on a brochure map the symbols for the main areas.
* Agency appearance
* Staff attitude
* Brochure racking
Tip: Make sure your brochures are stamped with your telephone number to give your agency a fighting chance to getting the booking.
Lunn Poly, 41 King Street Parade, Twickenham
***
This bright and tidy agency had two consultants on duty. I was served immediately by a consultant who knew the only operator Lunn Poly featured offering Crete was First Choice.
She went to a back office to get me a brochure but looked blank when I asked about archaeological ruins.
She admitted she knew nothing about the island but when she checked the First Choice brochure she realised there was no choice about where to stay anyway. She suggested taking a summersun brochure or one of the dedicated Greece brochures. Recommended Kosmar and also Thomson, highlighting a Thomson discount.
* Agency appearance
* Brochure racking
* Staff attitude
* Brochure racking
Tip: Fill gaps on racks with brochures. Rows of the same brochure look neater than patchy lines.
Going Places, 14 King Street, Twickenham
**
A small and neat agency with one consultant on duty, but she was busy with a customer. Well stocked brochure racks.
After a short wait, a second consultant came from back office and asked if I needed assistance. She commented that she did not Greece and initially checked Beach Villas brochure to no avail. She then checked First Choice Villas brochure and found that it did offer Crete. I was told this was the operator they offered at the moment. When I asked about the best resort to stay in for archaeological sites on the island she smiled and said: ” I don’t know.”. She made no effort to check.
* Agency appearance
* Brochure racking
Tip: Shrugging your shoulders and saying ‘I don’t know’ in response to a enquiry creates a bad impression. Make an effort to deal with their request.