| Journal: TWUK | Section: |
| Title: | Issue Date: 17/07/00 |
| Author: | Page Number: 14 |
| Copyright: Other |
mystery shopper
this week: Hornchurch
REQUESTMystery Shopper called on agents in Hornchurch, Essex, for help in choosing a destination for the family holiday in October. She explained that work pressure meant they could not go away in the summer months so wanted to see what the options would be later in the year. Everyone plumped for the Canaries. The Lunn Poly consultant stood out for her approach to the enquiry.
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 no additional information will be given about Mystery Shopper’s visits.
Travel Choice
150 High Street
Hornchurch H
This was an attractive agency with two consultants on duty. On hearing the enquiry, the consultant asked how hot I wanted the weather for my holiday, which I thought was an odd question. She said the Canaries were a good bet – Greece and mainland Spain would be a bit chilly. Pointing to the brochure racks she said there was not much left for this summer. I picked up the First Choice Family Plus brochure for 2001 and the consultant said this would give me a good idea of what was available.
H Agency appearance
Going Places
8 North Street
Hornchurch HH
There were four consultants on duty in this agency which had well stocked shelves. I was served immediately by a consultant who said the Canaries was the only option at that time of year. She assured me there would still be facilities available such as children’s clubs. She said Airtours was my best bet but the agency only had file copies of the summer brochure. She pointed out Aspro on the shelves and said the agency was offering a 15% discount at the moment. There was no suggestion that I return to book.
H Agency appearance
H Brochure racking
Thomas Cook
130 High Street
Hornchurch HH
This was a medium-sized agency with five consultants on duty. I was served immediately by a consultant who said the best option within 4hrs’ flying time was the Canaries. She said the agency had very few of this year’s brochures left but picked out JMC Family, Aspro and Skytours. She went through them pointing out resorts with children’s facilities and highlighted Cyprus, warning that the weather could be a bit varied at that time of year. She said October was still a busy time so we should book now.
H Agency appearance
H Staff attitude
Lunn Poly
147 High Street
Hornchurch
HHH
I had a very long wait while two staff served the customers in a small shop. The racks looked very empty.
The consultant checked with a colleague as to whether October would be a winter or summer holiday and established it would be included in the summer season.
She apologised that only file copies of the mainstream summer brochures were available. She mentioned the Balearics but said the Canaries would be warmer. She also said the Algarve would be pleasant. She then took the enquiry further by asking where I had been already and what type of holiday I enjoyed.
When I said I loved Thailand, she went on to suggest long-haul destinations. Mexico was a particularly interesting place, she said. She gave me a selection of long-haul brochures, including Thomson Faraway Shores, Summer Sun and Unijet Caribbean to look through. She gave me her card and said to call back when I had picked out a few choices.
H Staff attitude
H Agency appearance
H Sales technique
H TOP TIPS FOR AGENTS H
Tip 1: If you do get an open-ended “what are your suggestions?” question, it is a good idea to draw the customer out by checking the type of holidays they have already been on and what they enjoy doing.