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MYSTERY SHOPPER WIN MY BOOKING
BIRMINGHAM
WANTED: A couple would like to go on an escorted tour of China for up to two weeks in April 2018. They would love to see Beijing, the Great Wall, Forbidden City and Terracotta Warriers. BUDGET: £10,000
WINNING AGENT
ASSISTANT STORE MANAGER MATT BARLEY
‘ VERDICT
Two agents did not make the most of the mystery shopper’s budget and suffered pitfalls in destination knowledge as well as basic presentation and customer service.
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!
The top-scoring agent each month will win the use of a car for 10 days
The winning agent must be at least 25, for insurance reasons. Winners 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. Elite Island Resorts will endeavour to supply the car to the agency but reserves the right to request the winning agent to collect and return the car from Essex or a central location.
65% Thomson BULLRING SHOPPING CENTRE
The store was untidy with litter on the floor. The agent was enthusiastic but
lacked destination knowledge and told me they would phone another company
for details. I was offered a nine-night tour with Hayes & Jarvis, the name of which wasn’t given. The tour visited Hong Kong, Beijing, Shanghai and the Great
Wall with flights from Heathrow on April 10 for £4,796. The agent did not send an itinerary by email later as promised.
50%
Flight Centre 51 NEW STREET
The agent was friendly, but had
little destination knowledge, lacked enthusiasm, chewed gum, smelt of
cigarette smoke and was unkempt. I was offered an 11-day Essential China tour
with Exodus from Beijing to Hong Kong, visiting the Great Wall and Tiananmen
Square with BA flights from Heathrow on April 3 for £4,058. The tour matched my needs, but the agent’s demeanour and presentation impacted the experience.
I have worked in travel since for
15 years and I always make sure I focus on the needs of the customer. I always read Mystery
Shopper in Travel Weekly so it is amazing be a winner!
Kuoni JOHN LEWIS, 2 STATION ROAD
The store was very inviting and well laid out. I was acknowledged almost immediately by a confident agent and we exchanged contact details. He
asked me in-depth questions and was very knowledgeable about China. He suggested a 13-night itinerary with a three-night stay in Hong Kong at the
Harbour Grand Kowloon before travelling to Beijing and embarking on Kuoni’s 10-night Highlights of China tour. Flights
were with British Airways from Heathrow on April 17 and all internal flights were
with Dragonair. The total price was £7,179 including private car transfers. Everything fitted my needs and included the places I wanted to visit. The agent discussed upgrading my hotels and flights.
97% THIS WEEK’S WINNER
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travelweekly.co.uk 15 June 2017
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