| Journal: TWUK | Section: |
| Title: | Issue Date: 01/05/00 |
| Author: | Page Number: 15 |
| Copyright: Other |
mystery shopper
REQUESTMystery Shopper called on agents in Dewsbury in West Yorkshire this week to ask about coach holidays in Scotland. The booking was for her mother who would be travelling alone. Only the Thomas Cook agent took any interest in the request. The others were happy to just hand out brochures.
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 noadditional information will be given about Mystery Shopper’s visits.
this week: Dewsbury
Going Places14 Market Place
Dewsbury HH
Different looking to the usual Going Places with brightly coloured décor and high desks. The brochure racks were well stocked and there was a good choice of children’s toys. I was asked immediately if I just wanted brochures. After giving me Shearings and Wallace Arnold, the consultant was prepared to return to her work without further comment. Asked if everything about the holiday was in the brochure, the consultant said I should check the index. No card given or suggestion that I return.
H Agency appearance
H Brochure racking
Lunn Poly
50/52 Market Place,
Dewsbury HH
A very large shop with plenty of brochures on the racks. Two consultants were on duty. I was immediately asked if I needed assistance. She gave me a Blakes brochure but I repeated that I was looking for a coach holiday. She also gave me Crystal Premier Britain, which she said offered hotels only but travel could be arranged separately and Crystal Days and Nights which appeared to concentrate mainly on London. The consultant did not listen to my enquiry and picked out anything featuring Scotland.
H Agency appearance
H Brochure racking
Althams Travel
24 Market Place Dewsbury HHH
Three consultants were on duty. On hearing my enquiry, a consultant pointed out Robinsons, Alfa Travel, Blackburn Coachlines, Wallace Arnold and Shearings as the brochures I should look at. But, because of the way the desks were arranged, I could not reach them. I checked whether they all featured coaching holidays and was assured they did. The consultant put the brochures in a bag.
A pleasant attitude but no questions asked about the holiday or card given.
H Agency appearance
H Staff attitude
H Brochure racking
Thomas Cook
17 Princess of Wales Precinct,
Dewsbury
HHHHH
A neat looking agency with well stocked racks. There were four consultants on duty. A consultant immediately approached me and asked if I needed help. She first showed me the Shearings brochure then Leger brochure but only had shop copy. She asked if I wanted to take the brochure away or go through it with her. When I said I would look through it at home she quickly indicated the choice on offer in Scotland. She highlighted excursions and said a single supplement was payable. She also told me about the local pick-up points that would be suitable for my mother. She chatted in general terms about the popularity of Scotland as a coach holiday destination. She seemed to take a genuine interest and asked if the holiday was for a special occasion. She said when I had chosen an option I could book over the phone. She also said we could do a price comparison with Leger. She gave me her card and thanked me for coming in.
H Staff attitude
H Agency appearance
H Sales techniqueH Brochure racking
H Product knowledge
H TOP TIPS FOR AGENTS H
Tip 1: If the booking is for a single traveller, always point out and explain the single supplements. Sometimes it can be very confusing to work out the prices from brochures.