| Journal: TWUK | Section: |
| Title: | Issue Date: 29/05/00 |
| Author: | Page Number: 15 |
| Copyright: Other |
REQUEST
Mystery Shopper called on agents in Skipton in North Yorkshire this weekto ask about campingholidays in Tuscany this summer. The enquiry proved a bit trickybut the Lunn Poly consultant stood out for her slick and efficient service.HHHHH
Each week, Mystery Shopper will be calling on agents in different areas. Stars are awarded to agents which score for:
H Agency appearance
H Product knowledge
H Staff attitude
H Brochure racking
H Sales technique
The top-scoring agency each week receives a Travel Weekly certificate ofcommendation
Please notethat noadditional information will be given about Mystery Shopper’s visits.
this week: Skipton
Sunwin TravelSwadford Street
Skipton HH
Two consultants were on duty but both were busy. A third consultant arrived soon after.
On hearing my enquiry, she looked on the racks for a relevant brochure and explained they were short of supplies but she could order copies for me.
I asked about the companies offering Tuscany and was told that Keycamp was the only one. She said the operator offered both mobile homes and tents and asked if I wanted to order a brochure. No card was given.
H Staff attitude
H Product knowledge
Neil Rankin Travel Services
19 Newmarket Street
Skipton HH
I was served immediately by one of the two consultants.
The agent gave me Citalia’s Italy and Magic of Italy brochures. I asked if they featured camping holidays and she apologised as she had not heard my enquiry properly. She said she thought Keycamp did it but could not find Tuscany and so went to look for more brochures. I then found that Tuscany was featured. Another apology! She said to come back to check availability.
H Brochure racking
H Staff attitude
Waterfall Travel
Worldwide House
Victoria Street
Skipton HHH
This was a plush agency with two consultants on duty.
On hearing my request, they looked through brochures but could not find Tuscany camping. After a fruitless search, they offered to take my details and call me with the information. She said she thought it was in the Advantage branded camping brochure but could not find it. I said I would pop back in a few days. The agent gave a friendly service and appeared very willing to help.
H Agency appearance
H Brochure racking
H Staff attitude
Lunn Poly
2 Sheep Street
Skipton
HHHH
This was a large agency which was completely empty of staff and customers when I first went in.
After a short wait, a consultant emerged from the back office and offered help. On hearing my enquiry, she picked out Keycamp and Haven as the best options for us.
She asked if we intended stopping off along the way and when I said we would be, she said they were the best operators for that type of holiday.
She mentioned that August was a very busy time and I should pick out a few options from the brochure and then come back and she would check availability.
The consultant gave me her card and said to call her as soon as I was ready. This was a very efficient, professional approach though she did not display any first-hand knowledge about the product. She seemed very assured in selling the holiday and was keen for me to return to her when I was ready to book.
H Staff attitude
H Agency appearance
H Brochure racking
H Sales technique
H TOP TIPS FOR AGENTS H
Tip 1: If you are putting an over-branded brochure on your shelves, you should be extra familiar with the product. After all, the implication of over-branding is that this is product your company is particularly keen to sell and it has the agency’s endorsement as a quality programme.