Mystery Shopper called on agents in Swindon this week in search of advice about a forthcoming holiday to Germany. The request was for information on Rhine cruises and the planned itinerary was to drive to Germany, take a cruise and then combine it with a break in a single destination. No agents were able to offer any real help and just vaguely mentioned a few operators. Thomas Cook was the best of a bad bunch.
*****
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.
Thomas Cook, 39 The Parade, Swindon
****
THERE were three consultants on duty in this clean and neat-looking agency. One consultant was free so I was served immediately. She checked if I wanted to go by coach or if I was looking for a cruise.
I confirmed we just wanted a cruise and we planned to drive to Germany from the UK. She went to back office and was gone for an inordinately long time. She returned empty handed and said the appropriate brochures were out of stock.
She informed me that the best companies were KD Cruises and Swan Hellenic and offered to take my name and address so she could send me the brochures.
I asked about the style of cruises and consultant said that Swan Hellenic was slightly different from KD in that they provided speakers on the cruises to give talks. She mentioned that the boats were not luxury liners but that they were small and comfortable.
It was not an overly useful visit but the consultant emerged the winner as she was the only one who mentioned a company offering the Rhine and who also tried to give me further help. The agency was the best of a mediocre bunch.
* Agency appearance
* Staff attitude
* Brochure racking
* Product knowledge
Going Places, 74 Regent Street, Swindon
***
There were well stocked racks in this large corner agency which had six consultants on duty. I was served immediately by a consultant who initially picked out the Airtours Cruises brochure and started aimlessly flicking through it.
Finally the consultant asked a colleague who was unable to help but another chipped in with some suggestions. One then went to the brochure rack and picked out Wallace Arnold and Shearings brochures.
I did say to her I was not looking for a coach trip and she said the best thing for me would be the Cosmos Tourama brochure. (Surely this would be another coach programme?)
She took my details and said she would order it. Pleasant and polite but not very useful and no product knowledge.
* Agency Appearance
* Brochure Racking
* Staff Attitude
American Express Travel Service, 55 Regent Street, Swindon
**
This neat looking agency had two consultants on duty behind a high counter. I was served immediately by a consultant who said he would need to look in the back office for suitable brochures.
He returned after a few minutes and said that the one I needed was KD Rhine Cruises but that it was a specialist operator and its brochures had not been produced yet.
He said the shop expected them within the next couple of weeks. There was no suggestion made to me that I give my contact details so I said I would call again.
At least he did mention a relevant company even though he did not get any credits for sales technique.
* Agency Appearance
* Product Knowledge
Lunn Poly, 53/55 The Parade, Swindon
*
There were eight consultants on duty in this very large agency. The brochure racks were very low on stocks. I was served immediately by a consultant who seemed totally bemused by the enquiry.
She turned to a colleague for assistance and said there was a company called Taber although she did not appear entirely certain of the name. She said they did not have any brochures for the company.
She didn’t make any offer to order a copy or take my details. A consultant added that the only other option was a coach tour with Cosmos but I said we were not interested.
The enquiry ground to an abrupt halt after that but the consultants did not appear too interested in looking for further information on my behalf.
* Agency appearance
Tip: Do offer to take the client’s name and address to send them the brochure they are looking for. It is a good way of building up your database for marketing purposes. If it is a specialist holiday, why not check the OAG Holiday Guide to check which operators are relevant. Tossing out names you are not sure of does not give a particularly professional image.