Mystery Shopper called on agents in Sheffield for her second visit to the city. This time she wanted to get advice on a new year break in London which took in a visit to the Millennium Dome.
She thought that New Year itself was probably booked out – only Thomas Cook checked this for her – but she was prepared to go a few days later. The Thomas Cook agent scored for thoroughness.
*****
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, 48/50 Pinstone Street, Sheffield
*****
Three consultants were on duty in this clean, neat-looking agency.
There were no customers so I approached the consultant who was immersed in his copy of Travel Weekly. On hearing my enquiry, the consultant highlighted the Superbreak brochure.
He pointed out a promotional card for Dome breaks which was taped to the rack beside the brochures. He went through the brochure looking for the hotel which featured these breaks but had difficulty finding it. Eventually he found the Days Inn which is a new hotel and is illustrated in the brochure with an artist’s impression.
He asked when we wanted to go and when I said we were looking to go over new year, he said he would do an availability check although he thought they were probably booked up.
The agent found there was no availability so he started checking alternative dates. He came up with a break from January 3 for £177 for two twin rooms. Avery helpful consultant. It was refreshing to have an agent highlight specific product to me rather than show me a brochure and tell me to get on with it myself.
* Agency appearance
* Brochure racking
* Staff attitude
* Sales technique
* Product knowledge
Lunn Poly, 20 Pinstone Street, Sheffield.
****
There were two consultants on duty in this attractive-looking agency which had a push-button automatic-door entry.
I was greeted by a cheerful consultant who went to the back office and returned with Superbreak, Highlife, Goldenrail and Embassy Leisure brochures. She mentioned that Crystal and London Travel Service were other good companies to look out for but they didn’t have any brochures in stock at present.
She said I wouldn’t have any trouble buying a Dome break. She pointed out that I would not be able to book it for January 1 as that was for VIPs only. She said to call back when I wanted to book something.
She knew where to find Dome breaks but had no selling slant any particular product.
* Product knowledge
* Brochure racking
* Staff attitude
* Product knowledge
Going Places, 26 Pinstone Street, Sheffield
***
Two consultants were on duty in this neat agency.
I was served immediately by a consultant who commented that everything was very booked over new year.
I said we were very keen to see the Millennium Dome and she seemed a bit hesitant at first.
She went to the brochure racks and looked a bit aimlessly at brochures.
She seemed very pleased to find the Dome mentioned in the London Travel Service brochure and highlighted the Dome breaks from £55 per person to me.
She added that they were not the only agency selling them so I would need to book up as soon as possible.
She suggested I call back when I was ready to book.
* Product knowledge
* Brochure racking
* Staff attitude
Sunwin Travel, 72 Cambridge Street, Sheffield
**
This was a very attractive looking agency with an eye-catching exterior.
There were four consultants on duty. I was served immediately by a consultant who promptly said she hadn’t seen anything yet on the Dome.
When I looked surprised she checked with a colleague who referred her to city-break brochures. She started looking a bit hopelessly through brochures.
She said rather definitively that Superbreak was not doing them. Her colleague suggested she call Rainbow. She did so and was informed that I could pre-book the tickets as long as I booked a hotel with them. She wrote out the prices on the front of the Rainbow brochure for me. Useful information but delivered in a haphazard way.
* Agency appearance
* Brochure racking
Tip 1: Stop knocking it and learn to love the Dome! It may not be your idea of a fun day out but there are bound to be plenty of your customers who are interested in seeing the attraction so make sure you have all the facts at your fingertips. It always helps if you can recommend specific London hotels. Just handing over the brochure does not look very impressive.