| Journal: TWUK | Section: |
| Title: | Issue Date: 18/09/00 |
| Author: | Page Number: 15 |
| Copyright: Other |
mystery shopper
this week: Cheam and Sutton
Lunn Poly
118 High Street
Sutton *
This was a large agency with very empty looking racks. Three consultants were on duty. I was asked to take a seat while a consultant waited for a phone call to be answered.
On hearing my enquiry, the consultant greeted idea of a charter to Brazil with complete astonishment. I was assured this was not happening. She offered to check the system for scheduled fares. She said she was not able to tell me the rough cost without checking as they did not often sell holidays to that part of the world.
* Agency appearance
Travel World
5 The Broadway
Cheam **
Three consultants were on duty in this medium-sized agency. There was an interesting choice of brochures on display.
One consultant was busy with a customer and two others were immersed in paper work. I had a two-minute wait before one bothered to look up.
The consultant went to the back office and returned with Kuoni Worldwide and British Airways Worldwide brochures – she said that was all they had. She opened the brochures at the right section and left my enquiry there.
* Agency appearance
* Brochure racking
Travel Choice
186 High Street
Sutton ***
I had a very long wait as the two consultants were busy with customers. I was acknowledged by one and asked if I wanted to take a seat while I waited.
I was finally served by a consultant who seemed genuinely surprised at the enquiry. She went to the back office and returned with an Airtours brochure, saying they had only just received it.
She said Brazil was a country which was “bustling and full of crime”, adding that it was a still a lovely place. She gave me a brochure for closer study.
* Agency appearance
* Brochure racking
* Staff attitude
Going Places
45 Station Way
Cheam
****
Thiswas a small, plain-looking agency with three consultants on duty, two were busy with customers. Brochure racks were neatly stocked.
When the consultant heard my enquiry, she immediately responded that Airtours was offering Brazil charters .
She went to the racks and picked out the Brazil brochure, saying that Airtours was a very good company and she had been away with them many times. She quickly checked the flight time for me and said I would need jabs to go on holiday. She flicked through the brochure and indicated a choice of tours.
The consultant asked when I wanted to go but when I said I was interested in going this winter, the consultant pointed out that charters did not start until May. She said to take the brochure away and have a look through it. The agent was friendly and enthusiastic and unlike other agents was aware of the charters. There was no big sales push and she did not grasp the obvious opportunity to find an alternative option for this winter.
* Agency appearance
* Brochure racking
* Staff attitude
* Product knowledge
* TOP TIPS FOR AGENTS *
Tip 1: do pay the customer the courtesy of looking up when they come into the shop. Being acknowledged encourages them to wait a bit longer.
Tip 2: just because you have not heard of a new holiday offer does not mean it doesn’t exist. If a customer says they have heard about new offers, at least consult a colleague to see if they can help.
REQUEST
Mystery Shopper had heard that new charters to Brazil were starting – both Airtours and Unijet are offering the destination – and the chance of flying on a cheapie package to such an exotic destination was intriguing. However, information from agents in Cheam and Sutton was thin on the ground. The Going Places agent proved the most useful.
*****
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 ofcommendation
Please notethat no additional information will be given about Mystery Shopper’s visits.