New Malden agents gave a dismal performance this week, though perhaps the fact that the request was for a specialist holiday had a lot to do with it. Mystery Shopper wanted to go on a sailing holiday with a group of friends. They fancied Turkey but somewhere warm would do. The idea was to learn to sail and then take off on their own as part of a flotilla. The only options offered were gulet cruises or boating holidays.
HHHHH
Each week, Mystery Shopper will be calling on agents in different areas. Stars are awarded to agents which score for:
H Agency appearance
H Product knowledge
H Staff attitude
H Brochure racking
H 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.
TAM Travel, 180 Kingston Road, New Malden
***
THIS was an attractive looking agency outside and inside. There were plenty of brochures on the shelves and stand-alone racks.
There was a consultant on duty and no customers so I was served immediately. She checked what kind of sailing holiday I wanted and where I wanted to go.
When I said Turkey, she commented it was a popular destination for this type of holiday. She went to the shelves and had difficulty finding any Turkey brochures. She resorted to flicking through the Olympic Greece brochure but to no avail. She also checked JMC Summer Sun and Cosmos brochures but found nothing. Then she picked out the Sunquest Turkey brochure and commented that it was a good company. She flicked through the brochure and found the gulet cruising section.
She then checked the OAG but appeared to draw a blank. She commented that most of the companies were specialists and would probably not release brochures until after Christmas. She advised me to return in the New Year.
I left empty-handed but this agency won because the consultant had the most helpful approach and was familiar with the product I was after.
* Agency appearance
* Staff attitude
* Brochure racking
Co-Op Travelcare, 91 High Street, New Malden
**
This was a very neat, well stocked looking agency with two consultants on duty.
One was busy dealing with a customer at the brochure racks.
I received a chirpy greeting from a friendly consultant, but his response on hearing my enquiry was ‘I don’t think we have anything like that’.
A visit to the back office confirmed his gloomy forecast and he repeated that they had nothing to suit my Turkey request.
When asked if there was anything coming in, he did mention that First Choice had brought out a sailing programme and it would be released next year.
* Agency appearance
* Brochure racking
Going Places, 121 High Street, New Malden
**
There were two agents on duty and the brochure racks looked well stocked.
There was a wiring problem in the agency. A fuse box was exposed which might explain the note on door saying the shop was closing at lunchtime.
I was asked if I needed help. On hearing my enquiry, the consultant disappeared to the back office and returned with a Blakes Boating Holidays brochure, put an agency sticker on it and handed it over.
I commented that I was thinking of Turkey and she checked the contents. She found it wasn’t featured and said it was the only one they had.
Perhaps the fact that the call was made 10 mins before the agency was due to close explains her pretty hasty approach.
* Brochure racking
* Agency appearance
Lunn Poly, 109 High Street, New Malden
*
Two consultants were on duty in this agency which had half-empty racks.
I was served immediately by a consultant. I told her I wanted a sailing holiday but she did not check where I wanted to go, instead picking up the OAG guide.
She then brought the Blakes and Hoseasons brochures to me. I pointed out that I was thinking of Turkey and she returned with JMC Turkey.
She handed it over, pointing out gulet cruising in the index. She had obviously no intention of dealing with my enquiry any further. As I left, she gave me a card and said to call back if I needed further information but it was said almost as an automatic reflex. I wanted more information there and then, not later.
* Agency appearance
Tip 1: Do make sure you check where the client wants to go to before going off on a brochure hunt.
Tip 2: If specialist brochures are not in when customer is looking for them, why not take their details and contact them when they arrive. The cost of a phone call could pay dividends if you get that booking.