R
MYSTERY SHOPPER WIN MY BOOKING
READING
WANTED: A couple would like to go on an escorted tour of India in October for between 10 and 14 nights, visiting Delhi and Jaipur. BUDGET: £8,000
WINNING AGENT
PERSONAL TRAVEL EXPERT RACHEL HEWSON
‘ VERDICT
All of the agents took the time to establish Mystery Shopper’s needs, but more could have been done to maximise the budget.
SCORING SYSTEM
50% Advice and product knowledge
25% Customer service
15% External/internal appearance
10% Overall experience
TIME OUT
Any agency that keeps Mystery Shopper waiting without acknowledgement for 10 minutes will fail to score!
Top-scoring agent each month will win use of a Mercedes SLK for 10 days
The winning agent must be at least 25, for insurance reasons. Any agent who is under 25 will win a week’s all-inclusive holiday at an Elite Islands Resorts property. The prize is non-transferable and the car must be driven only by the winning agent. The winner must not have any serious driving convictions. The winners will be informed by Travel Weekly.
72% Flight Centre 27 QUEEN VICTORIA STREET
I was acknowledged immediately by an enthusiastic agent. He suggested I
integrate a wildlife experience into my trip, as well as culture and history. Other staff in the agency offered ideas. But the agent didn’t ascertain my budget at the outset; when I told him the figure, he changed his suggestion. I was recommended a holiday with On the Go Tours for £3,340, which was well off the budget.
66%
STA Travel 150 FRIAR STREET
I was greeted warmly as soon as I entered the agency. The agent was friendly and chatty, and gave me some good basic information but I wasn’t asked about
my budget. When I explained it was a trip of a lifetime, the agent said I needed to be passed to the bespoke team,
who would email me quotes. STA later sent through a flight pricing of £980, plus an itinerary but no overall cost.
I have worked for Kuoni for almost
three years and this is my first job in travel. I love every aspect of putting an itinerary
together for customers. I get excited with them and discuss my own experiences to enhance their holiday.
Kuoni JOHN LEWIS, BROAD STREET
I was greeted with a friendly “hello” as soon as I walked into this store. The agent initiated a relaxed conversation, to establish my needs. She suggested either a group tour or one that
provided a personal driver. She said I could get quite a lot for my budget and that she could look into creating a bespoke holiday. We exchanged details and the agent said she would call
after sending the quote through. This agent listened and asked questions
that I wouldn’t have considered, such as whether to fly business class or to incorporate a beach stay. One of the recommendations was a tour with a beach extension, for £6,058, which was closest to my budget.
88% THIS WEEK’S WINNER
44
travelweekly.co.uk 2 June 2016
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