| Journal: TWUK | Section: |
| Title: | Issue Date: 14/08/00 |
| Author: | Page Number: 15 |
| Copyright: Other |
REQUEST
Mystery Shopper was planning a week’s trip to Barcelona next month and called on agents in Andover for information on what was available. The American Express consultant impressed with her confident assured approach – she was the only one to suggest returning to make a booking.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.
this week: andover
Travelchoice48 Chantry WayAndover HH
Travelchoice48 Chantry WayAndover HH
Two consultants were on duty in this attractively decorated agency. On hearing my enquiry, the consultant immediately said that Barcelona was not very cheap – did I look strapped for cash?
She led me to the racks and picked out Bridge Travel Service City Breaks brochure, indicating the relevant page. She directed my attention to the price panel and showed me how to calculate the price.
She pointed to Travelchoice’s telephone number on the brochure front and said to call and check availability.
H Agency appearance
H Brochure racking
Lunn Poly
52a Chantry CentreAndover HH
Two staff members were on duty, one returned minutes later after going on a snack run.
The brochure racks were very empty looking. The consultant said they only featured Barcelona as a city break – how else could it be featured? The consultant said it was offered as a two-night break and we could add extra nights.
I was given a Lunn Poly Cities’ overbranded Thomson Breakaway brochure. The relevant pages and different grades of hotel were indicated. There was no suggestion to return when I wanted to book.
H Agency appearanceH Staff attitude
Toucan Travel
32 Chantry WayAndover HHH
There were three consultants on duty in this neat-looking agency.
I was served immediately and handed Thomson Breakaway Cities, Travelscene Cities, Bridge Travel Service City Breaks and Time Off City Selection brochures.
The consultant said it was worth looking through them all as the operators offered different excursions and had hotels in different locations.
I was told to look at the brochure maps to see where each hotel was. There was no suggestion to call back.
H Agency appearance
H Staff attitude
H Brochure racking
American Express
57 High StreetAndover
HHHH
THREE consultants were on duty behind a high counter. Very few brochures were on display. I was served immediately by a confident consultant who immediately gave the impression of being knowledgeable about the city.
She gave me the Cresta Cities and Short Breaks brochure, Travelscene Cities and Citalia The Real Spain.
She said the hotels were graded as two star in some brochures but that was really the equivalent to a three star as far as the UK was concerned.
She advised that Barcelona gets very booked up so it was a good idea to make the booking as soon as possible.
I was advised to look through the brochures and come up with a few options and then she would do a search for me. She commented that this was the only way to do it as it was not possible to simply do a general search for availability. She pointed out the flight information and talked me through the calculation for the extra night price.
H Staff attitude
H Agency appearance
H Product knowledge
H Sales technique
H TOP TIPS FOR AGENTS H
Tip 1: When selling city breaks, it is worth highlighting the variety of excursions offered by the different operators. If they are pre-bookable, it will help increase your commission.