ALL ABOUT YOU — MYSTERY SHOPPER
WINNER!
THIS WEEK’S WINNING AGENT
Toni Wyartt sales consultant
Idelo Travel 4 ST NICHOLAS STREET
“I joined Idelo Travel in February when the shop opened. I studied travel at college but this is my first job in the industry. It was unusual to get a ski trip for less than seven days but I thought Flexibletrips might be able to help, and it worked. ”
I was greeted as soon as I walked in by a friendly and helpful agent. After hearing my request the agent explained that it was a little unusual to go for less than seven days and that not many operators would offer that. However, she persevered and spent a great deal of time looking at options and in the end managed to offer me three in France. The first was for the Alps through Flexibletrips and was given to me while I was in branch. I was quoted £2,458, staying at the Mercure Les Deux Alpes 1800 in a superior room with flights from Gatwick to Geneva. The two other options were emailed and were for five nights at the Hotel Le Vancouver, in La Plagne, which led in at £3,340 and the Mercure Val Thorens, which
Thomson 58 TAVERN STREET
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!
Thomas Cook 36 TAVERN STREET
I was acknowledged straight away by a friendly agent who, after learning that I was looking for a ski holiday handed me over to a colleague. The agents were both very apologetic and explained that Thomas Cook didn’t deal with any tour operators who offered holidays for less than seven
42 •
travelweekly.co.uk — 4 December 2014
nights. I was advised to look at the back of The Times at the specialist holiday advertisements to see whether anything jumped out at me. I was told not to try and organise it myself, but to come back if I found anything suitable. I was surprised the agent wasn’t able to help in any way.
68%
The shop was clean and tidy inside and out and all the employees looked really smart. I browsed the brochure area for a few minutes before being acknowledged by an agent who proved to be exceptionally enthusiastic and eager to please. The agent asked lots of questions and seemed to have a
very good knowledge of the resorts available. I was given a brochure to take away and after recommending Bulgaria, the agent then said I would receive a quote over email, however that didn’t materialise. The agent was unsure whether anyone would be able to offer anything less than six nights.
84%
cost £3,590. The agent gave me prices for ski hire, lift passes and ski school, and information about insurance.
39%
MYSTERY SHOPPER
This Week: Ipswich, Suffolk Wanted: First-time ski break for a family
Although most breaks tend to be for a week, a family of four want a ski holiday inEurope during the February half-term, preferably for just five days. The children are eight and 10 and total beginners. Budget: £5,000. Verdict:The winning agent persevered with a slightly unusual request and was the only one to come up with the goods.
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