ALL ABOUT YOU — MYSTERY SHOPPER
THIS WEEK’S WINNING AGENT
Rebecca Hadley travel adviser
Thomson 192 THE PARADE
79%
“I’ve worked for Thomson since February. It’s my first job in the industry but I studied travel at college. I enjoy learning about different destinations and the range of experiences available.”
I was acknowledged as soon as I entered the shop. The agent who helped me was well presented and eager to assist. She asked me a range of questions in a friendly manner. I was recommended a £6,386 package through Thomson for a 14-night stay at the Sensatori Resort Jamaica. The price included Dreamliner flights. The agency manager was on hand to talk about her personal experience of this property. No brochures were available for me to take away, and the agent did not offer any additional products. No attempt was made to close the sale, although a contact number was provided. All of the staff I encountered in the agency were obviously enjoying their work, which contributed to a
Thomas Cook SAINSBURY CENTRE
73%
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!
Broads Travel Group 50 MERE GREEN ROAD
No sooner had I entered the shop than I was approached by a cooperative and professional agent. After ascertaining my requirements, the consultant quoted me £6,700 for a 14-night holiday at the Sensatori Resort Jamaica, through Thomson. The agent did not have much knowledge about
54 •
travelweekly.co.uk — 21 May 2015
the options available and made no particular attempt to close the sale. While she was friendly and polite, the agent demonstrated no real interest in booking the holiday. I would have liked the consultant to have shown more knowledge of this and other possible hotels.
65%
The agent who welcomed me was upbeat and happy to spend time on my enquiry. The agent asked various questions, but I felt she could have been more thorough. I was recommended a 14-night package costing £8,189 through Flexibletrips, staying at Couples Sans Souci, in Ocho
Rios, Jamaica. While it was a little over my budget, the agent sold it well. No additional products were offered and there was no attempt to close the sale, although I was given a contact number. The visit was informative and enjoyable, while the shop was tidy and the staff smartly dressed.
WINNER!
good atmosphere. The consultant spent time discussing my requirements and I appreciated her keen interest in me as a potential customer.
MYSTERY SHOPPER
This Week: Sutton Coldfield, West Midlands Wanted: A Christmas getaway to the Caribbean
A couple would like to celebrate Christmas in the Caribbean. They are flexible on the exact destination but would like to be away for 10 to 14 days and to stay at a good hotel with a great beach. Budget: £8,000. Verdict:The winning shop was clean and inviting, and the agent was friendly and eager to assist.
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