ALL ABOUT YOU — MYSTERY SHOPPER
THIS WEEK’S WINNING AGENT
Serena Jesson assistant manager
Thomson 6 WARWICK QUADRANT, LONDON ROAD, REDHILL
“I joined Thomson two years ago after previously being in the beauty industry. I love creating the perfect package for a customer; I always seem to get caught up in their excitement. We get a lot of interest in Florida and it normally converts into bookings.”
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!
Premier Travel 5 WEST STREET, REIGATE
The agent was friendly and enthusiastic. I didn’t feel rushed and the agent seemed happy to offer advice. I was asked lots of questions and the agent later followed up by email. But I was not asked my budget and both the recommendations, which I received two days after my visit, were
40 •
travelweekly.co.uk — 12 March 2015
well above my budget. The first was for £9,164, staying at the Highlands Reserve Executive Homes; the second was for £8,930, staying at the Disney Area Superior Homes. The prices included flights with British Airways and car hire. I would have liked to have been told more while in the store.
I was welcomed as soon as I entered the shop by a friendly and helpful agent. The branch manager also said hello, which I thought was a nice touch. The agent asked me to explain what I was looking for and went on to ask questions about my exact requirements. Both the agent and manager were able to draw on their personal experiences and also used examples from similar bookings they had made. I was quoted £7,609 for Orlando Villas Clermont, Davenport and Haines through Thomson. The price included flights and car hire and was based on an August 12 departure. The agent gave recommendations for excursions such as day trips to Miami and Cocoa Beach and the Premium
91%
WINNER!
Shopping Outlet. I wasn’t pushed to close the deal but was told I could pay the deposit in two instalments. I was impressed by the service here.
Reigate Travel 67 BELL STREET, REIGATE
79%
The agent asked lots of questions but didn’t show much patience and I was there only for about 10 minutes. When I received a follow-up email it was clear the agent had gone away and pieced together a suitable package for me. I was given two quotes but wasn’t told the tour operator for either. Both were
for villas in the Disney area and I was given prices for the basic holiday and prices with various theme park tickets built in. The prices ranged from £5,000 to £7,580. Although the email was detailed, I was disappointed with the service while in the shop. I thought more time could have been taken.
70%
MYSTERY SHOPPER
This Week: Redhill and Reigate, Surrey Wanted: A family break to Florida
A family of four would like between 10 nights and two weeks in Florida during the summer holidays. They’re happy to stay in a hotel but quite like the sound of a villa and would like an agent’s advice. Budget: £7,750. Verdict:The winner gave an in-budget quote and discussed excursions.
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