ALL ABOUT YOU — MYSTERY SHOPPER
THIS WEEK’S WINNING AGENT
Janey Simpson sales and admin assistant
Holiday Travel 45 PROMENADE, BRIDLINGTON
90%
When I entered this shop the first thing I noticed was how spotlessly clean it was. I was acknowledged straight away by a friendly and helpful agent who asked whether I was looking for brochures to take away or needed further assistance. The agent asked lots of questions to determine my needs including what my likes and dislikes were when I travel. The agent showed knowledge of some properties in the area and went on to recommend a holiday through Jet2holidays. The quote was for £1,587 staying at the H10 Estepona Palace Hotel on an all-inclusive basis with flights from Leeds Bradford to Malaga. I was given a copy of next year’s brochure, which featured the property, and was also quoted for
“I’ve been in the industry since 1980 and with Holiday Travel for 17 years. I’m so pleased to have won because although I used to work on the counter taking bookings, I now do more admin-based work, but cover on the counter when it’s busy. ”
SCORING SYSTEM 50%
25% 15%
10%
TIME OUT
Thomson 7 KING STREET, BRIDLINGTON 87%
Advice and product knowledge Customer service External/internal appearance Overall experience
Any agency that keeps Mystery Shopper waiting for 15 minutes without acknowledgement will fail to score!
I was welcomed as soon as I entered the shop and asked to take a seat by a friendly and enthusiastic agent. I was asked lots of questions and the agent was able to immediately recommend a resort that would fulfil my needs. The agent quoted me £1,148 through Thomson Holidays staying at the
Polynesia Hotel Benalmadena in a junior suite on an all-inclusive basis. I was offered car hire, transfers and airport parking. I would have liked a brochure to take home. The got a colleague to call me the next day to see if I was interested in booking and was keen to seal the deal.
insurance, car hire, airport parking and airport transfers. I would have liked the agent to have shown me pictures of the properties while researching them as it was 40 minutes before I got to see what the hotel looked like.
Ashley Adams Worldchoice 28MIDDLE STREET SOUTH, DRIFFIELD
The outside of the shop needed some maintenance, but the inside was very clean. I was acknowledged by three agents who all helped with my query. I wasn’t asked my budget so the first quote was over-budget at £2,560. Another agent asked more questions
52 •
travelweekly.co.uk — 4 September 2014
and quoted for the Riu Costa Lago in Torremolinos through Jet2holidays. The first was for £898 departing on November 2 and the second was for £948 departing on October 31. I would have liked to have been helped by one agent rather than all three.
77%
MYSTERY SHOPPER
This Week: Driffield and Bridlington, East Riding of Yorkshire
Wanted: A week in the sun in Costa del Sol WINNER!
A couple would like a quick burst of sunshine in Costa del Sol in October or early November, avoiding any school holidays. They want all-inclusive and good hotel facilities. Budget: £1,750. Verdict:The winning agent was helpful and thorough
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