ALL ABOUT YOU — MYSTERY SHOPPER
WINNER!
THIS WEEK’S WINNING AGENT
Veronica Casey sales consultant
Thomson 124 GEORGE STREET
89%
“I got into the industry in 2001 after coming back from
travelling.There was a job going at Lunn Poly and it just seemed like the right move. I love the personal side of the job, and getting to know the customers and more about the destinations. I like the face-to-face contact.”
SCORING SYSTEM 50%
Advice and product knowledge
25% 15%
10%
TIME OUT
Customer service
External/internal appearance
Overall experience
Any agency that keeps Mystery Shopper waiting for 15 minutes without acknowledgement will fail to score!
I was acknowledged as soon as I walked through the doors of this agency by a polite agent who was enthusiastic about my plans. The agent asked lots of questions to determine my needs and was excited that the trip was for a special occasion. The agent spent time researching online before recommending a trip through Hayes & Jarvis. I was quoted £5,652 to stay at the Waldorf Astoria in a suite on a half-board basis. The quote included business-class flights with American Airlines. The agent encouraged me to book straightaway by telling me that the flights were great value and would soon sell out. I thought more options could have been suggested to use my budget to the full. However,
I would have been happy to book with this agent and would recommend it to others because I was made to fell like a valued customer.
Admiral Travel 62 GEORGE STREET
70%
Thomas Cook 85 GEORGE STREET
An agent acknowledged me as soon as I walked in. The agent was friendly but quite robotic when asking questions. I felt the consultant was trying to do two things at once and wasn’t solely focused on my enquiry. I was quoted £9,164 through Netflights for a half-
46 •
travelweekly.co.uk — 18 September 2014
board stay at the Ritz-Carlton Central Park. The price included business-class flights with American Airlines. I would have liked recommendations on excursions and add-ons. The agent offered to contact me the following day to see if I was ready to book.
64%
This shop was clean and attractive. The agent asked lots of questions, and became noticeably friendlier once I had revealed my high budget. The agent recommended a ‘Hays Travel’ trip for £5,970 staying at the New York Palace. The price included business-class flights with Lufthansa. The agent did
not suggest upgrading to a hotel suite, despite my higher budget. The agent spoke about their experiences of New York, but I had to ask about excursions, sightseeing trips and the possibility of limousine transfers. I would have liked more interaction and for the agent to have attempted to seal the deal.
MYSTERY SHOPPER
This Week: Altrincham, Cheshire Wanted: A luxury NYC trip for New Year’s Eve
A couple want to spend their anniversary over New Year’s Eve in New York. They are seeking a five-night trip in a luxury hotel in the nicest room they can afford. Budget: £9,000. Verdict: None of the agents gave more than one quote but the winner was the most enthusiatic and made Mystery Shopper feel valued.
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