Mystery Shopper's seller of the week: Julia Frost, Regent Travel

Regent Travel, 63 High Street, Stone

Score: 90%

Mystery Shopper said: The shop window was visually appealing and the interior was clean and tidy. I felt welcomed straight away and the tone was positive. I was offered a drink and a biscuit. The consultant was genuinely enthusiastic in helping me find the best honeymoon experience, they asked good questions and double-checked with colleagues for resort recommendations. They gave several options, some of which were over budget, but all were very good product matches. There was a clear explanation what was involved in the package offered by Inspired by Asia for £3,674. They did not pressure me into the sale, but they took my contact details and told me how I could book. They then followed up by email. I felt the friendly and engaging agents in this store went the extra mile and offered a great personal touch.

Julia Frost

Senior travel consultant

Regent Travel

How many years at Regent?

About 24 years now. I worked in another agency for a few years before that.

Do you book many honeymoons?

We do – Thailand is popular, and the Caribbean too, and Sri Lanka and the Maldives is a good combination.

Where have you been on holiday this year?

My husband and I took our four-year-old daughter on a Fred Olsen cruise to the Azores, Madeira and Portugal. It’s not the first line you think about for families, but the staff made my daughter feel very welcome.

Where’s on your bucket list?

I’ve not been to Australia yet, and I’d love to take my daughter to Lapland.

Tell us about Stone?

It’s a small market town, which is close to the Wedgewood factory. We’re close to Stoke-on-Trent – Robbie Williams was born just up the road!

TTG has teamed up with React Surveys to simulate a realistic booking process each week – that means a mystery shopper looking for the best deal from agents and operators on the high street, online, on TV or in newspapers. The Mystery Shopper research is carried out on behalf of TTG by React Surveys,and no further details or information can be disclosed. Researchers take into consideration first impression, sales process, product and budget match and extras offered before giving an unbiased opinion of which channel/company they would have booked with on that occasion. We do not claim that the winner is the best in an area or specialist sector, as we may report on competing travel firms in the future. Please note that the aim of Mystery Shopper is not to criticise individual agents or companies, but to promote good sales technique for the benefit of all in the travel trade.