MYSTERY SHOPPER WIN MY BOOKING
CROYDON, SOUTH LONDON
WANTED: A couple are looking for a week at a nice hotel in Mexico after Christmas in a lively area with bars, restaurants and excursions. BUDGET: £3,000
WINNING AGENT
INTERNATIONAL TRAVEL CONSULTANT SHINGI SANDO
‘ VERDICT
Flight Centre’s agent offered the extras the shopper was looking for and was bang on budget. The waiting time in the busy Thomas Cook branch let its agent down.
SCORING SYSTEM
10% Appearance/first impressions
25% Customer service
25% Advice and product knowledge
25% Holiday details 15% Overall experience
78%
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.
Virgin Holidays CONCESSION IN DEBENHAMS STORE This agency was cluttered with TV
screens, cut-outs and large wall art. The agent assumed I wanted a resort-only holiday so I had to explain I wanted excursions and nightlife. They were
knowledgeable and had been to the area twice. I was given quotes for two Virgin packages, both flying from Gatwick on January 8: the Hotel Occidental at
Xcaret Destination for £2,661, and Hotel Secrets Capri Riviera Cancun for £3,377.
68%
Thomas Cook 96/98 NORTH END
This shop was clean but rather dark. The displays were informative but all the agents were busy and no one looked at me for 20 minutes. The agent who served me was very knowledgeable
about the area and offered two Thomas Cook packages – The Royal at Playa del Carmen for £3,052 or HM Playa del Carmen for £2,068 – flying from Gatwick to Cancun on January 21. It was a long wait and the options were limited.
I’m not so familiar with Mexico but
the key is to get the customer talking about why they want to go to a destination
– then you can find them the right activities and hotel by doing that extra bit of research.
Flight Centre 102 NORTH END
This branch was clean and bright, with
informative displays. Two agents greeted me immediately and I sat with one, who asked me several open questions and
was not afraid to research information she didn’t know. She offered me a
range of hotel and excursion options and provided two excellent quotes:
Temptation Cancun Resort for £2,917 and Omni Cancun Hotel & Villas for £2,947. Both were full-board and for the same BA flight from Gatwick on January 28. Cave, dolphin and ruin visits
were mentioned but no prices given. The agent was focused and interested, and suggested an urgency to close the sale without pressurising me to book.
93%
THIS WEEK’S WINNER
50
travelweekly.co.uk 26 July 2018
WIN!
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