| Journal: TWUK | Section: |
| Title: | Issue Date: 17/04/00 |
| Author: | Page Number: 15 |
| Copyright: Other |
mystery shopper
Edwin Doran Travel54 King Street, TwickenhamHHHH
An attractive looking agency with a good selection of brochures. I was served immediately by one of two consultants. The consultant commented that not many people booked for Costa Rica and that the only airline flying there from the UK was British Airways and they intended pulling out this summer. Said she would have to look for an alternative such as American Airlines. Said there were few operators featuring South America and highlighted Cox and Kings Latin America as a good option. She said there were other operators only featuring tours. She showed me the shop copy of Sunvil Latin America and said I could take it away but I was asked to bring it back. I said I would look through the other brochure first. She didn’t have any first-hand knowledge of the destination, but the consultant was friendly and gave the impression she was prepared to spend time with me. On that basis, the agency is awarded a star for sales technique, even though there was no push to encourage my return.H Staff attitude
H Agency appearance
H Sales techniqueH Brochure racking
Edwin Doran Travel54 King Street, TwickenhamHHHH
Thomas Cook16 Heath Road, Twickenham HHH
this week: Twickenham
REQUEST
Mystery Shopper called on agents in Twickenham to ask about a two-week holiday in Costa Rica. The request was for a holiday that combined adventure sports with relaxation. My enquiry never mad any real progress as agents were very unfamiliar with the territory. Edwin Doran scored for the consultant’s willingness to spend time helping me.HHHHH
Each week, Mystery Shopper will be calling on agents in different areas. Stars are awarded to agents which score for:
H Agency appearance
H Product knowledge
H Staff attitude
H Brochure racking
H Sales technique
The top-scoring agency each week receives a Travel Weekly certificate ofcommendation
Please note that nono additional information will be given about Mystery Shopper’s visits.
Lunn Poly41 King Street Parade, Twickenham HHH
Three consultants were on duty in this neat looking agency.I was served immediately by a consultant who said: “Costa Rica, that’s Mexico, isn’t it?”
She looked through British Airways Worldwide and Distant Dreams brochures and was surprised the destination was not featured. She found it in Bales Worldwide but only as an escorted tour option. She checked in her OAG and went to the back office and returned with Kuoni and Hayes and Jarvis brochures. I was given a card and encouraged to return.
H Agency appearance
H Brochure racking
H Staff attitude
H TOP TIPS FOR AGENTS H
Tip 1: If you are uncertain about the whereabouts of a destination play safe and say nothing. There is nothing more likely to dent your image as a worldwide travel specialist than a silly mistake on geography.A neat but very stuffy office with well stocked racks. Two consultants were on duty, both were busy. I was served after a five-minute wait. The consultant gave me Kuoni and Hayes and Jarvis brochures. She asked if I was interested in escorted tours. I said I preferred an independent holiday. She suggested we go for bed-and-breakfast accommodation as we would not be spending much time in a hotel. She also got the Tradewinds brochure. I was encouraged to call back for more information.
A neat but very stuffy office with well stocked racks. Two consultants were on duty, both were busy. I was served after a five-minute wait. The consultant gave me Kuoni and Hayes and Jarvis brochures.She asked if I was interested in escorted tours. I said I preferred an independent holiday. She suggested we go for bed-and-breakfast accommodation as we would not be spending much time in a hotel. She also got the Tradewinds brochure. I was encouraged to call back for more information.
H Agency appearance
H Staff attitude
H Brochure racking
Spacious office in need of decoration There were two staff on duty and I was served immediately. The consultant checked if I wanted just flight information at this stage.
I said I wanted advice on holidays including accommodation. She checked the OAG guide and said Kuoni, Hayes and Jarvis, British Airways and Tradewinds featured Costa Rica. They only had the Kuoni brochure in stock, more were expected shortly. She gave me the agency’s telephone number if I needed more help.
H Staff attitude