Mystery Shopper decided to call on the Northern Irish town of Lurgan this week to enquire about a fun in the sun holiday for herself and her friends. Mystery Shopper was particularly interested in going to Majorca and wanted recommendations on some lively resorts. Clubworld Travel impressed with good sales technique and friendly personal service.
*****
Each week, Mystery Shopper will be calling on agents in different areas. Stars are awarded to agents which score for:
* Agency appearance
* Product knowledge
* Staff attitude
* Brochure racking
* Sales technique
The top-scoring agency each week receives a Travel Weekly certificate of commendation
Please note that no additional information will be given about Mystery Shopper’s visits.
Travelfare
36-37 Church Place, Lurgan
*
This was a large agency which was neat but not particularly attractive inside.
The brochure racks were well stocked and four consultants were on duty.
I was served immediately but the response was not overly enthusiastic. The consultant listened to my enquiry and then picked out Falcon Summer Sun and Airtours Escapades brochures.
She suggested I take them home and have a look through. She did point out the benefits of leaving from Dublin, rather than Belfast, as Belfast departures appeared to be particularly expensive at present.
The consultant made no offer to give printouts and also made no suggestion that I return for further information or to make a booking.
* Brochure racking
Lurgan Travel
52 Church Place, Lurgan
**
A small but neat-looking agency.
It looked as if it was newly refurbished with very well stocked shelves. Four consultants were on duty but three were busy with customers and another was waiting on hold on the telephone.
On hearing my enquiry, the consultant picked out summer sun brochures from Aspro, Panorama, Falcon and Airtours. He did not go through them with me but handed them over, suggesting I take them home and have a look through them and then call back.
He was polite but seemed a bit hurried
It was also somewhat distracting that the music was playing out loudly on his speakerphone all throughout the time he was serving me.
* Agency appearance
* Brochure racking
Terra Travel
59a Church Place, Lurgan
**
This was quite a large shop which looked tidy and the shelves were very well stocked.
Two consultants were on duty, but both were busy with customers. However, it was only a short wait before I was served.
I received an unenthusiastic response from the consultant who suggested she give me a selection of brochures to take home.
She told me about a Blue Cross Thomson sale and gave me the supplement for this. She also gave me the Falcon Summer Sun 2000 and Xtra Hot 2000 brochures as well as Thomson and Airtours brochures.
The consultant was a bit dismissive in approach and definitely did not impress me with her off-hand attitude.
* Agency appearance
* Brochure racking
Club World Travel
26 William Street, Lurgan
*****
A very eye-catching and attractive shop and the agency had a nicely furnished interior.
The brochure racks were well stocked. Three sales consultants were on duty and I was served immediately by a polite girl who listened to my enquiry and was happy to suggest a number of options.
She gave me her opinions on Majorca from her personal experiences and chatted about the various resorts. She gave me printouts of costs and flights for Thomson Summer Sun, Falcon Hot Choices and Aspro deals and gave details of discounts available and the best departure times.
Among the options suggested were packages featuring the Jardin De Playa in Santa Ponsa which she said was near a good beach. She also mentioned the Magamar apartments in Magaluf and the Ferrera Blanca apartments in Cala DOr. She did a printout of the options and in all cases pointed out to me what discounts were available.
She drew my attention to the properties with air conditioning and suggested I book as soon as possible. She gave me her business card and told me to call back. This was definitely the best sales technique of them all and her helpful attitude was impressive.
* Agency appearance
* Staff attitude
* Brochure racking
* Product knowledge
* Sales technique
Tip 1: Obviously it is really annoying to have to put the phone down when you have been kept on hold for ages but it is really irritating for the customer in the shop to have to listen to the speakerphone message. It also makes them feel you are not concentrating on their enquiry, and they would be right!