Mystery Shopper called on agents in Derby this week to enquire about a ski holiday. She was travelling in a group of 11 friends, some had skied before, others were complete beginners. She wanted advice on resorts suiting all abilities and was also keen to gain information on group discounts. The Thomas Cook agent proved the most impressive with product knowledge and sales technique.
*****
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.
Lunn Poly, 82 St Peter’s Street, Derby
*
Two consultants were on duty in this rather drab looking agency. The brochure racks looked low on supplies.
I was served immediately by a consultant who clearly did not know the first thing about skiing but compensated somewhat with her cheery friendly approach.
She did say we would get £75 off with Lunn Poly and then we would get further group discounts from the operators.
I asked her for recommendations on particular resorts but she said it would be better if I went through the brochures myself. She gave me Crystal and Thomson brochures.
The consultant wrote her name out on a business card and said to call back if I had any further queries.
* Staff attitude
Ilkeston Co-Op Travel, 26 St Peter’s Street, Derby
**
I was served immediately by one of three consultants.
She first looked through a folder of leaflets to check discounts and announced that Panorama gave the best reduction with its current offer of 10% off.
She said they had no brochures but suggested I get my hands on one. She added they had a 6% discount with Neilson and they would give two places off as well but if she had looked closer, she would have seen it was only one and a half.
She added that she would go through every resort with me if I wanted – but her attitude suggested this was the last thing she wanted to do so I did not pursue the enquiry.
* Agency appearance
* Brochure racking
Going Places, 69 St Peter’s Street, Derby
***
Four consultants on duty in this agency. I was asked if I needed assistance but the consultant who asked worked in the bureau – though she sat at a normal desk with the others – and all she could do was tell me to wait a bit longer.
I was finally served and the consultant picked out Neilson, Crystal and Airtours brochures. She highlighted Crystal as a good operator for groups and said we would get one and a half free places off with Neilson and two free places with Airtours, as well as a £100 discount from Going Places.
Her only product knowledge was based on a school trip years ago which explained her advice that everywhere was good for beginners and experienced skiers. But she did give me her card.
* Agency appearance
* Brochure racking
* Staff attitude
Thomas Cook, 81 St Peter’s Street, Derby
*****
There were four consultants on duty in neat looking agency. I only waited five minutes.
The consultant was obviously an enthusiastic skier herself and she talked cheerily about the various options for a mixed ability group.
She said Andorra was good for beginners but may be too boring for the more experienced ones. She focused on France and Austria. She mentioned Italy but said it had terrible snow last year.
She only showed me the Neilson brochure and talked me through the various accommodation options. She was obviously sold on the idea of chalet holidays and described the typical arrangement in one.
She said that for a group of 11, we would be given one and a half-free places and added that it was best if I took the brochure away, pinpointed the country, resorts and price range and came back to her.
She said I could then say to her exactly what kind of holiday we wanted. She said she could then ring around the operators and see what she could come up with. This seemed like a great idea – I thought she was the agent to return to and get the best deal.
* Agency appearance
* Staff attitude
* Brochure racking
* Sales technique
* Product knowledge
Tip 1: The Thomas Cook consultant’s suggestion that I come back with a price range in mind and she would hunt around was an excellent one. It certainly gave a clear impression that she would be on our side in finding the best deal.
Tip 2: Attitude is important when selling – if you show little or no enthusiasm, then you are unlikely to get a customer to return or get a sale.