Mystery Shopper called in on agents in Maidenhead this week seeking information on a special trip planned for early summer. The booking was for a celebratory weekend in New York, travelling out or back on Concorde. It seemed most retailers are not used to booking Concorde and took a while to find fares. The independent agent seemed to be the most switched on, coming up with realistically priced options.
*****
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
Tony Sheldon Travel, 6 Glynwood House, Bridge Avenue, Maidenhead
***** Winner
MEDIUM-sized agency just outside the town centre. Very attractive interior, with well stocked brochure racks.
Two consultants were on duty. I was served immediately by a consultant who was uncertain about the enquiry and referred me to a colleague, who was very clued up.
She referred me to the tour operator Goodwood and said it was a reliable company which offered short breaks on Concorde.
Mentioned it went to places like Lapland and Venice. Said it only had last year’s brochure in stock at present and did not have a copy to give me, but photocopied a relevant page with a choice of flying Concorde out and subsonic flights back, or subsonic out with Concorde return.
She commented that the operator only offered the breaks on set departures but that meant the price was very good. The photocopy had a lead in of £1,995 per person.
Also mentioned Superlative Travel and said it also offered special Concorde-based packages to New York. She was less enthusiastic about this operator but still photocopied the relevant page.
She suggested I call back to collect the Goodwood brochure.
A very helpful service and the consultant was the only one to come up with a realistically priced package.
* Agency appearance
* Product knowledge
* Staff attitude
* Brochure racking
* Sales technique
Thomas Cook, 77 High Street, Maidenhead
***
Four consultants were serving in this large agency. I was served immediately by a polite consultant who was very enthusiastic about my enquiry.
She checked the Thomas Cook America brochure and called to check prices for a weekend, but was told the operator only featured week-long stays. Also tried Kuoni – was 10mins waiting for the call to be answered – but was also told they did only week-long trips.
Checked on the system for a flight-only price and came up with a fare of £12,316.60 for two people travelling in mid-June. Called me later to give a price of £12,784 for package with five star accommodation.
* Agency appearance
* Staff attitude
* Sales technique
Tip: If you offer to call someone to follow up, make sure you do call them. It shows enthusiasm.
Going Places, 11 High Street, Maidenhead
*
Four consultants were on duty, with another in the bureau de change, who came over and asked if I needed help.
She did not know about fares, but checked with another colleague who directed her to find British Airways Holiday Cities brochure. She duly did so, but could not find anything in it.
She wandered off. I was then in a limbo, unsure of who was now handling the enquiry. It was the other girl, although it seemed that she was doing it reluctantly. She phoned BA and jotted down fares, but did not give details, such as whether it was Concorde out or return. I had to add that myself. Very unimpressive service.
* Agency appearance
Tip: Always encourage the customer to call again to make the booking. It shows that you are interested in making a sale.
Lunn Poly, 48 High Street, Maidenhead
*
Deceptively large agency with three consultants on duty.
The brochure racks looked very patchy. I was served immediately and greeted with the usual ‘It’s just a case of going through the brochures’.
The consultant disappeared to a back office, returned armed with Magic Cities, Cresta Cities and Short Breaks, and British Airways Holiday Cities and suggested I take them home to look at.
She made no effort to find the relevant section in the brochure. If she had done so, perhaps she would have realised that there was no mention of Concorde in them – at least not that I could find.
* Agency appearance
Tip: If you give brochures to a customer, make sure they are relevant