The Caribbean destination of Tobago was the subject of this week’s Mystery Shopper’s enquiry when she called on travel agents in Glasgow for the second of her two excursions to the city. None of the agents visited seemed to be very familiar with the destination, although the consultant at American Express proved to be the best at selling the Caribbean.
*****
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.
American Express, 115 Hope Street, Glasgow
****
This medium-sized agency seemed like a quiet haven away from busy shopping streets.
The brochures were arranged in bundles around window sill. Two consultants were working and one was with a customer. On hearing my enquiry, the consultant seemed familiar with the destination and confident about selling it. Though she said she had never been there, she had been to many other Caribbean destinations. She said it is worth deciding what kind of holiday we want, whether we just want to relax or are keen to be active and were interested in participating in water sports. On her way to the back office to get brochures, she picked up a British Airways Holidays Savers brochure which featured Tobago for £599 for seven nights.
She returned with Kuoni, British Airways Holidays, Virgin Caribbean Calypso, Unijet and Tradewinds. She flicked through the brochures pointing out what was available and checked if I wanted to look at availability. She gave me her name and said to call back. She did not seem to know much about Tobago but did a good sales job for the Caribbean in general.
* Agency appearance
* Product knowledge
* Staff attitude
* Sales technique
Thomas Cook, 15/17 Gordon Street, Glasgow
There was a great looking layout to this agency, with colourful decor.
Individual desks were dotted around the vast space and there was a good buzzy atmosphere. There were seats for waiting customers. As soon as I went in to the agency I was approached by a consultant who was checking what assistance I needed.
On hearing my enquiry, she disappeared and returned with Sovereign Worldwide, Thomas Cook Holidays and Kuoni Tropical Sun and handed them over unopened. I checked the route to Tobago with her but she said she would have to check the system for that. She did not refer to the brochures and it seemed as if this was a chore.
Great looking agency, shame about the service.
* Agency appearance
* Brochure racking
Going Places, 66 Gordon Street, Glasgow
**
This plain-looking agency was medium sized and untidy.
Three consultants were on duty but all were busy with customers. I was served after 5mins by a consultant who said a colleague had been to Tobago and had loved it.
She said the flight was from Gatwick with a refuelling stop in San Juan and added that British Airways did the Glasgow to London flight for free.
She went in to the back office and returned with a Hayes and Jarvis brochure but said they had no British Airways Holidays brochures at the moment. She suggested I go in to the British Airways Holiday agency to get one as they were the best for Tobago. A friendly approach but lost a potential booking by sending me next door.
* Staff attitude
* Product knowledge
Lunn Poly, 19/21 Gordon Street, Glasgow
No Stars
This was a very large agency with six consultants on duty. The brochure racks looked very patchy.
I was served immediately by a consultant who said Tobago would be in the worldwide brochures but they didn’t actually have any in stock at the moment.
She told me they were on order and I should come back next week to pick them up.
I pressed for some information about the destination but was abruptly told that it would be best to come back next week when the brochures were in stock.
This was obviously a consultant who is incapable of selling anything unless she has a brochure in her hand.
Not a very impressive service.
Tip 1: Sending a customer next door for brochures may be a way of being helpful but it doesn’t do anything for your sales. Why not offer to order in brochures for the customer?
Tip 2: Handing over brochures unopened gives such a bad impression – are you in the travel business or the distribution business?