ALL ABOUT YOU — MYSTERY SHOPPER
WINNER!
THISWEEK’S WINNING AGENT
Jo Riley retail manager
Thomson 132 LORD STREET, FLEETWOOD
“I have been with Thomson for 13 years. Before that I was a rep for a year and then I worked as cabin crew for seven years. I’m a get up and go type of person and I love meeting new people and helping customers. I work, live and dream holidays – I love everything about travel.”
I was waiting for about 15 minutes before anyone was able to assist me because the only agent in the shop was busy with a customer. Once an agent was able to help me, I found her friendly and extremely enthusiastic. The agent asked what our budget was and lots of other questions to ascertain my needs. I was impressed by the agent’s knowledge of Las Vegas, and she helped me to overcome obstacles including issues with the flights because there were no direct options available from Manchester. The agent gave me two quotes, the first was through Hayes & Jarvis for £5,107 staying at the Bellagio, Valencia or Caesar’s Palace in a suite. The second was through Gold Medal for £5,080 staying at the
95%
Bellagio – the agent recommended staying in two rooms close together or a mini suite. I would have booked with this agent.
Strachan Travel 5 ANCHORSHOLME LANE EAST, THORNTON-CLEVELEYS
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!
85%
I was welcomed immediately by a friendly and warm agent who instantly put me at ease. The agent knew immediately what I was looking for and personalised our conversation by discussing her favourite hotels in Las Vegas. I was impressed by the consultant’s knowledge of the
The Co-operative Travel 117 LORD STREET, FLEETWOOD
I was acknowledged as soon as I entered the branch and the agent who helped me was great and asked lots of questions. The agent had a good knowledge of the US but the computer system was down so it was difficult to get hold of any information. The agent was able to recommend
48 •
travelweekly.co.uk — 27 November 2014
the Aria to me, and quoted £4,720 through Gold Medal. I was also given a second option and the agent suggested the Wynn for £4,448. Car hire, excursions and insurance were all discussed and the agent attempted to seal the deal by encouraging me to book.
destination. The agent recommended staying in a deluxe double suite at the Vdara. The trip was through Gold Medal and would cost £4,120. No attempt was made to close the deal and the agent didn’t ask for any of my contact details, despite this my experience with this agency was excellent.
84%
MYSTERY SHOPPER
This Week: Fleetwood and Thornton-Cleveleys, Lancashire
Wanted: Fun in Las Vegas
A group of four friends would like a holiday in Las Vegas for a week in March. They want the nicest rooms on The Strip that they can afford, and preferably two separate rooms or a suite. Budget: £7,500. Verdict: It didn’t get off to a great start, but the winning agent was enthusiastic and very eager to please.
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