mystery shopper

mystery shopper

this week: Jersey

REQUEST

Mystery Shopper was planning a holiday in Canada for next summer when she called on agents in Jersey for advice. She was thinking of flying into Montreal and hiring a mobile home and wanted an idea on suggested itineraries and prices. The general service from agents was quite good but the Lunn Poly consultant had the edge.

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Each week, Mystery Shopper will be calling on agents in different areas. Stars are awarded to agents which score for:

&#42 Agency appearance

&#42 Product knowledge

&#42 Staff attitude

&#42 Brochure racking

&#42 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.

Allens Travel Bureau

7 Beresford Street,

St Helier, Jersey &#42

This was a small independent agency with well-stocked racks.

I was served by a consultant who checked if I just wanted a brochure and assumed it was for skiing. When I said it was for summer, I was informed they had no 2001 brochures.

She gave me the Advantage Travel over-branded Canada brochure and assured me prices would not change very much. She said I should have a look and come back later for the 2001 brochures. She was quite off-hand.

&#42 Brochure racking

Jules Boutin Travel Bureau

7 Library Place, St Helier, Jersey &#42&#42&#42

This large spacious agency had a good seating arrangement for people waiting.

The agency is an Advantage Travel Centre member and I had a short wait as all assistants were busy. Hearing my enquiry, the consultant said the best brochure was Travel 4 Canada.

She highlighted price panels and suggested I write down an itinerary, bring it back and they would come up with some options. She was brisk and efficient but I felt I was being rushed out of the shop.

&#42 Agency appearance

&#42 Brochure racking

&#42 Product knowledge

Bellingham Travel

33 Queen Street, St Helier, Jersey &#42&#42&#42&#42

This was a small agency with five consultants on duty.

Although the brochure racks were well stocked, Iwas told there were no 2001 brochures. The consultant showed me this year’s editions instead.

She gave me Worldchoice Canada, Vacation Canada, Connections Canada and Alaska and 1st Class Holidays and showed a suggested self-drive itinerary. She said I should look through brochures to get ideas and then come back for further help. The agent said I could book in advance before the new brochures arrived.

&#42 Staff attitude

&#42 Agency appearance

&#42 Brochure racking

&#42 Product knowledge

Lunn Poly

55 King Street, St Helier, Jersey

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This was a long, narrow agency with empty-looking brochure racks. All the consultants were busy but I only had to wait five minutes.

The consultant showed me an out-of-date Globespan brochure and said it was excellent and offered plenty of ideas. She went to the back office and returned with Kuoni America and Canada, saying they were waiting for brochure supplies but she could show me the type of holiday on offer.

She compared a June price of £777 with August rate of £1,095 and said it was normal to be given a hotel stay on the first night so you didn’t have to take to the road straight after a long flight. She said we did not have to return from the same airport so we could fly into Montreal and return from Toronto.

She said I should try to get hold of a Globespan brochure. Apart from having offered to get the brochure for me – the agent gave a thorough service and pushed me to book. Though it scored the same as Bellingham Travel, this agency had the edge.

&#42 Staff attitude

&#42 Agency appearance

&#42 Sales technique

&#42 Product knowledge

&#42 TOP TIPS FOR AGENTS &#42

Tip 1: Ditch the question: “Do you just want a brochure?”. It gives such a bad impression. No customer is going to come back with the answer: “No, I am also looking for friendly and informed advice on my holiday and such good service that I will most certainly book my holiday with you and not on the Internet.” But that is what you should be offering to the general public, not “just a brochure”.

Tip 2: Try not to hurry your customers, that’s not the way to make a sale.