Mystery Shopper was planning a holiday in Holland this spring and was interested in getting information on self-catering accommodation somewhere within easy access of Amsterdam. She called on agents in Carshalton and Cheam in Surrey for assistance and found that – with one exception – they all reached for the Amsterdam Travel Service brochure.
*****
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, Carshalton College, Nightingale Road, Carshalton
*** Winner
SMALL and cramped agency unit, located within the main Carshalton College building.
The space constraints meant the shop was rather untidy looking, with piles of brochures cluttering up floor space. There was a limited selection of brochures racked.
Two consultants were on duty when I went in, and no customers. Friendly consultant immediately said that they only had a file copy of the brochure I would need, but she would photocopy the relevant pages for me.
She quickly consulted a colleague about other options, and he suggested Seligo. But she checked again with me whether I wanted transport as well as accommodation. Came back with photocopies of Gran Dorado Holiday Villages in Holland from Amsterdam Travel Service brochure and highlighted Zandvoort which she said she knew was good as she had stayed there.
Commented that it would be difficult to get self-catering within Amsterdam and that we would really be looking at staying in hotels if we wanted to stay in the city, but pointed out that the holiday village was a 30min drive from Amsterdam.
Gave me her business card, and said to call when I wanted to check availability. A very enthusiastic and friendly service gave this agency the winning edge.
* Product knowledge
* Staff attitude
* Sales technique
Going Places, 45 Station Way, Cheam
***
A medium-sized agency with lots of gaps on the brochure racks.
Three consultants were serving, one was on the telephone and two were chatting to one customer.
I was not acknowledged for a few minutes, but finally one came over to help.
From a back office, she got the Amsterdam Travel Service brochure.
She flicked through it and told me that the accommodation featured was mostly hotels.
She checked with a colleague and was referred to the Gran Dorado holiday villages which she described as being like Center Parcs.
I was then told this would be the only option.
* Product knowledge
* Staff attitude
* Brochure racking
Tip: It’s very irritating to be kept waiting while two consultants serve one customer, especially if it sounds like the chat has nothing to do with work.
Worldchoice, 31/33 High Street, Carshalton
**
Very smart-looking agency with eye-catching colourful visuals decorating the walls behind the desks.
The consultants were also smartly dressed. One was busy on the phone when I called. Two were in the bureau but one emerged after a few minutes to help me.
The brochure racks were well stocked.
On hearing my enquiry, the consultant picked out Cresta Amsterdam and Paris, Worldchoice Paris and Amsterdam and Amsterdam, operated by Travelscene. I was told to take them away and call if I saw anything I liked. Asked if self-catering was featured, I was abruptly told that only hotels were offered and they did not sell self-catering there.
* Agency appearance
* Brochure racking
Tip: Clutter does not give a good impression to customers. Hide the piles of brochures away until you have time to rack them.
Travelworld, 5 The Broadway, Cheam
**
A medium-sized agency on prominent corner site. It was neat inside, though décor looked somewhat faded and in need of refurbishment.
The brochure racks were patchy with a number of gaps.
Two consultants were at their desks, one with a customer and one on the phone.
While I was waiting, a third consultant came down and the person behind me queue jumped and was served.
On hearing my enquiry, the consultant disappeared to back ages for what seemed like ages and returned with Amsterdam Travel Service brochure. She said the only self-catering was for Center Parcs, which presumably referred to the Gran Dorado Holiday Villages.
* Product knowledge
* Staff attitude
Tip: Don’t assist the queue jumpers! It is very irritating if you have waited for ages and the person who swans in behind you receives instant service.