| Journal: TWUK | Section: |
| Title: | Issue Date: 19/06/00 |
| Author: | Page Number: 15 |
| Copyright: Other |
Mystery Shopper was planning a family trip to Thailand in September and wanted a Bangkok and beach combination. She wanted to get advice on the most suitable beach resort. The Thomas Cook consultant proved the most impressive because of her knowledge of the destination and confidence at selling it.HHHHHEach week, Mystery Shopper will be calling on agents in different areas. Stars are awarded to agents which score for:H Agency appearanceH Product knowledgeH Staff attitudeH Brochure rackingH Sales techniqueThe top-scoring agency each week receives a Travel Weekly certificate ofcommendation Please notethat no additional information will be given about Mystery Shopper’s visits.
this week: Guildford
American Express38/40 High Street, Guildford HH
This was an empty agency with a bureau de change and two consultants in the travel section.
On hearing my enquiry, the consultant led me to the brochure racks and picked out an American Express over-branded Travel 2 brochure.
He turned to the Thailand pages and commented that he had not been there himself but the hotels were all of very good quality so I could not go wrong.
He said the operator was a good option as it allowed the flexibility to tailor-make our own itinerary.
H Agency appearance
H Staff attitude
Lunn Poly
41 High Street
Guildford HHH
This agency was medium-sized with half-empty racks.
I waited 20mins to be served. A helpful consultant explained that September was the wettest month to visit and said the rain could last all day long.
She gave me Hayes and Jarvis, British Airways Worldwide and Kuoni Tropical Sun brochures. Kuoni was highlighted as a good choice for tailor-made itineraries.
She recommended Phuket as a good resort option and advised getting vaccinations.
H Agency appearance
H Product knowledge
H Staff attitude
Flight Centre
Swan Lane,
Guildford HHHH
This was a neat-looking agency with wallspace devoted to a world map indicating destinations visited by the consultants.
After 5mins, I was served by an agent who checked the budget and number of children.
She looked for hotels with child facilities and indicated nearly all the resorts, including Pattaya – despite the advice of the Thomas Cook agent! She gave me Hayes and Jarvis, Premier Asia and also Club Med, which she said was expensive.
I did not get impression that she was familiar with Thailand.
H Product knowledge
H Brochure racking
H Staff attitude
H Sales technique
Thomas Cook
46 High Street
Guildford
HHHHH
Eight consultants were on duty in this busy agency, which had a good supply of brochures, and they were all with customers.
Luckily as I walked in, one became free. She proved to be extremely knowledgeable about Thailand and appeared to have been there a few times.
She discussed the fact that it would be the rainy season and commented that somewhere like Bali was more popular in September for that reason. But as I was set on a trip to Thailand, she said that the rain certainly would not ruin the holiday.
She suggested that Koh Samui was the best option because it would be significantly more dry than Phuket. She showed me the rainfall chart to me to illustrate the difference. However, the agent warned me off Pattaya as it was “too sleazy” but said the hotels were of excellent quality in the Far East.
She gave me the Tradewinds brochure. There was no suggestion to come back to book. However, I would have been encouraged to return by her knowledgeable approach.
H Staff attitude
H Agency appearance
H Sales technique
H Product knowledge
H Brochure racking
H TOP TIPS FOR AGENTS H
Tip 1: It is not always practical to do but the Flight Centre idea with the map indicating destinations visited by staff is a good one. At least it gives something to look at while waiting behind the line of customers doing late-deal availability checks.