ALL ABOUT YOU — MYSTERY SHOPPER
THIS WEEK’S WINNING AGENT
Cerianne Draper sales consultant
Thomas Cook 88 ABINGTON STREET
78%
“I joined in 2011 straight from school at 16. I love my job because it involves working with customers and getting excited with them about their holiday. Every day I’m excited to create a great holiday for my customers. We do a lot of package holidays in this branch and a lot of long- haul bookings.”
SCORINGSYSTEM 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!
Goodyer Travel 46 MAIN ROAD, DUSTON
The shop seemed a little dark and there were a few piles of brochures, which made it look slightly untidy. A patient and friendly agent welcomed me as soon as I entered the shop. The agent didn’t ask many questions and I felt I had to offer most of the information – I wasn’t asked
46 •
travelweekly.co.uk — 16 October 2014
about excursions either. The agent recommended two options. The first was over budget at £1,778 staying at Hotel Pont Royal with tickets on the Eurostar. The second was for £1,410 staying at the Sydney Opera Hotel. The agent tried to close the sale and I was given lots of information to take away.
I was acknowledged fairly quickly and asked to take a seat, however the agents continued a conversation about another client’s complaint. I didn’t think that was overly professional and it wasn’t a good first impression. The agent who assisted me was extremely helpful and asked lots of questions to help ensure the right hotel was chosen. They recommended FlexibleTrips with a stay at the Novotel Vaugirard Montparnasse for £1,364. Chartered flights were arranged from Birmingham to Paris Charles de Gaulle with Air France. The agent had a great knowledge of the city and was able to give good advice on the Metro. I would have liked to have been given some brochures to take away, but I
WINNER!
felt confident that the agent was focused on getting me a good deal. They didn’t try to close the sale but advised me to go away and think about it.
Northampton Travel Services 12 HARBOROUGH ROAD
74%
When I arrived, the agent in the branch didn’t look up or greet me. A colleague in the background quickly came through and it was only then that both agents acknowledged me. After hearing my request, the agent said they weren’t able to help at that time and doubted anything would be available so far in advance. However,
I later received an email with quotes for four hotels, the cheapest being £968 for the four-star Hotel Arioso and the most expensive was £1,404 for the five-star Hyatt Paris Madeleine. All quotes included flights from Birmingham and the agent also gave me a selection of excursions I could book.
66%
MYSTERY SHOPPER
This Week: Northampton and Duston Wanted: A romantic trip to Paris
Mystery Shopper is planning a surprise weekend away in Paris for their partner. They want to travel on a Friday and return the following Monday in February 2015, pushing the boat out with a nice hotel. Budget: £1,500. Verdict: First impressions weren’t great but the winning agency managed to tick all the boxes
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