MYSTERY SHOPPER WIN MY BOOKING
POOLE, DORSET
WANTED: A couple want to spend about 10 days exploring Ontario by car in May. They want to stay in Toronto and visit Niagara Falls and want recommendations of other places to visit. BUDGET: £4,000
WINNING AGENT
APPRENTICE TRAVEL AGENT KYLE GRETTON
‘ VERDICT
The Hays agent’s experience of going to Toronto and suggestions on excursions helped him sell the holiday and make it sound exciting. His enthusiasm stood out this week.
SCORING SYSTEM
50% Advice and product knowledge
25% Customer service 15% Website appearance 10% Overall experience
TIME OUT
Any agency that keeps Mystery Shopper waiting on the phone for 10 minutes will fail to score!
65%
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.
Thomas Cook 19-21 KINGLAND CRESCENT
The shop was clean and tidy. An agent suggested a Thomas Cook Signature holiday, staying at the Grand Hotel &
Suites Toronto for 10 nights’ B&B. The flight was from Gatwick but no airline was specified. The total cost was £2,991 including car hire. The agent talked through lots of excursions, and suggested four – including two at Niagara Falls – for an extra £260. I
wasn’t shown a brochure. I felt the agent was patient but lacked knowledge
64% Virgin Holidays CONCESSION IN TESCO, YARROW ROAD This agency, behind the checkout tills
in a Tesco, was neat and tidy. The agent was friendly but the interaction felt
scripted. I was recommended a 14-day Virgin Holidays trip, staying room-only
at The Westin Harbour Castle in Toronto, but with the option to add breakfast.
The total cost was £3,166 including car hire and flights from Heathrow with Air Canada. The agent didn’t really help on excursions but warned I’d need an Esta visa and did try to close the sale.
I’ve been to Toronto and Niagara Falls
so I know the area and how far away things are, which really helped me advise this customer.
It’s great to win, especially as an apprentice.”
Hays Travel DOLPHIN SHOPPING CENTRE
The service at this clean and attractive agency was very friendly. An agent
suggested a fairly simple fly-drive with Gold Medal, staying at the Holiday Inn in Toronto – which he said was handy for all the major attractions – for the full 10 nights with return British Airways flights from Heathrow to Toronto and car hire
for the duration with National Car Rental to be collected and dropped off at the airport. The total cost was £2,946 and it departed May 15. The enthusiastic agent had been to Toronto so I felt he understood my needs. We discussed
excursions but he did not try to upgrade the holiday, close the sale or give me a brochure, which would have brought the holiday to life a bit more.
83%
THIS WEEK’S WINNER
44
travelweekly.co.uk 19 October 2017
WIN!
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