| Journal: TWUK | Section: |
| Title: | Issue Date: 15/05/00 |
| Author: | Page Number: 15 |
| Copyright: Other |
REQUEST
Mystery Shopper called on agents in Bradford to check out holidays to Goa in November. The standard was pretty poor. None of the agents appeared to know anything about the destination and there was little incentive given to return to book. The Lunn Poly consultant emerged the best of a bland bunch.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 notethat no additional information will be given about Mystery Shopper’s visits.
this week: Bradford
Apollo Travel
52 Kirkgate,
Bradford HH
This was a modern, attractive looking agency with a pleasant atmosphere.
Three consultants were on duty and there were no customers so I was served immediately. The consultant pointed me towards JMC Goa and Goa with Somak Holidays. She said it was also featured in Thomson Faraway Shores and Cosmos Tropical Paradise. No further questions were asked about the booking. As I was leaving, the consultant said the agency number was on the front of the brochure if I had any questions.
H Agency appearance
H Brochure racking
Thomas Cook54 KirkgateBradford HH
Thomas Cook54 Kirkgate
Bradford HH
Four consultants were on duty in this agency where brochure racks looked low on supplies.
I was served immediately by a consultant who gave me Thomson Faraway Shores and JMC Tropical Shores.
The consultant quickly flicked through the two of them and folded down the relevant pages. She said the brochures also featured details of tours that could be booked. The agent handed them over and said I could get back to them if I needed further help. No card was given.
H Agency appearance
H Staff attitude
Going Places
53/59 Kirkgate
Bradford HH
This was an attractive agency that looked new.
Four consultants were on duty. I was ignored when I first went in but after a few minutes, the consultant asked if I was able to find what I was looking for.
She did not move from behind the desk but pointed out Manos India and Sri Lanka as the best brochure to look at.
She said I could take it away and almost as an afterthought, she gave me a card so I could call if I had any further queries or questions.
H Agency appearance
H Brochure racking
Lunn Poly
Arndale House
9 Market Street
Bradford
HHHHH
Three consultants were on duty in this empty agency but the brochure racks looked well stocked.
I received a friendly greeting as soon as I walked in and was asked if I needed help. On hearing my enquiry, the consultant asked if I wanted to check availability or simply wanted to see some brochures at this point. I said I wanted brochures and general information on Goa. The consultant led me to the racks and picked out Thomson Faraway Shores and JMC Goa. She flicked through the brochures with me, saying I could base myself at a hotel and book excursions.
She said the brochure was valid from November as Goa was largely a winter destination. She gave me a card and said to call if I wanted a costing. The agent also added that they were still doing discounts for the winter. There was nothing too sensational about the service and no hint that the consultant knew anything about the destination. However this consultant stood out from a mediocre bunch because of her pleasant approach.
H Staff attitude
H Agency appearance
H Brochure racking
H TOP TIPS FOR AGENTS H
Tip 1: Make sure you ask the customer questions about their booking before handing out brochures – it shows you are concerned about their holiday.