mystery shopper

mystery shopper

this week: Portsmouth

Going Places

242 Commercial Road

Portsmouth

Going Places

242 Commercial Road

Portsmouth

This was a plain-looking agency with two consultants on duty. I was served immediately by a consultant who appeared to be busy doing something on the computer screen.

On hearing my enquiry I was told they had no brochures at present because of the fuel shortage. I asked who offered Mexico and was given a list including Unijet, Airtours, First Choice. I was about to ask more questions but was stopped by an abrupt “alright?”. The consultant then returned to her work on the screen.

Thomas Cook

29 Cascades

Portsmouth &#42

This agency was busy and had three consultants on the main holiday desk and flight desk.

On hearing the enquiry the consultant went to the back office and returned with the Unijet Caribbean and Mexico brochure. She handed it over without comment.

I asked for information on the various resorts and was told Cancun was the more commercial resort while Puerta Vallerta was more unspoilt. She then added: “It should tell you all that in the brochure.” She then returned to her work.

Excelsior World Travel

52 Fratton Road,

Portsmouth &#42&#42&#42&#42

This large agency had a range of brochures on display. I was given the First Choice Tropical, JMC Tropical and Cosmos Tropical Paradise brochures.

I was told the destination was served by charter flights and that upgrades are available. I was advised to return when I was ready to book to be given a price and any discounts available.

The consultant was very pleasant but Lunn Poly had the edge for product knowledge.

No stars

&#42 Agency appearance

&#42 Agency appearance

&#42 Brochure racking

&#42 Staff attitude

&#42 Sales technique

Lunn Poly

248c Commercial Road

Portsmouth

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This was a large, spacious agency with four consultants on duty. The brochure racks were running low on supplies.

I was served immediately by a cheery consultant who led me to the relevant brochures. She gave me the Hayes and Jarvis, Thomson Faraway Shores and JMC Tropical Shores brochures.

I was told Mexico was very popular at present and they had received four enquiries for it the other day. I was told that Cancun was quite ‘Americanised’ while Puerta Vallerta was more like the natural Mexico. She said there was the option of scheduled flights or charters and that charters could be upgraded to get more legroom and better quality meals.

I was told that good discounts are available at the moment for winter.

The consultant mentioned that her manager had been to Puerta Vallerta and wrote her name on a business card as well as her own so that I could ask her about it when I called back.

All in all, a very brisk and efficient response to the enquiry.

&#42 Agency appearance

&#42 Staff attitude

&#42 Product knowledge

&#42 Sales technique

&#42 TOP TIPS FOR AGENTS &#42

Tip 1: even if you don’t have the appropriate brochures, you can still help the client and impress them by trying to looking after them. Show willing and at least offer to order brochures for them.

Tip 2: it’s a good idea when selling a charter based package to mention the opportunity to upgrade to a better seat pitch. It also bumps up your commission potential.

REQUEST

REQUEST

Mystery Shopper was planning a holiday to Mexico this November and wanted advice on the choice of resorts. She called on agents in Portsmouth for help. The service was patchy but the Lunn Poly consultant proved to be the most impressive.

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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.