This was an old style agency with a good selection of brochures.
I was served immediately by a consultant who said it was best to take the brochures away with me to have a look through at home.
She recommended Paphos and Protaras as good places to go and said prices would be as in the brochure but to watch out for any supplements. She suggested I pick out a few hotels and to come back and they would be able check for availability.
She gave me Argo Holidays Cyprus, Priceright Cyprus, Olympic Holidays Greece and Cyprus brochures and a business card and said to come back if I had any further queries.
H Staff attitude
H Brochure racking
H Product knowledge
There were three consultants on duty in this large agency, which had lots of spaces on its brochure racks. I was served immediately by a consultant who checked if I wanted to book something now or whether I just wanted to look through brochures at this point.
She gave me Airtours The Special Collection, Airtours Cyprus, JMC Summer Sun, First Choice Villas and Apartments and First Choice Cyprus. Commenting on Cyprus, the consultant said I could have a holiday as British or as Cypriot as I wanted.
She said Airtours was offering 16% discount with free insurance and they were price matching.If I found a cheaper holiday they would match it.
There were three consultants on duty in this large agency, which had lots of spaces on its brochure racks. I was served immediately by a consultant who checked if I wanted to book something now or whether I just wanted to look through brochures at this point.
She gave me Airtours The Special Collection, Airtours Cyprus, JMC Summer Sun, First Choice Villas and Apartments and First Choice Cyprus. Commenting on Cyprus, the consultant said I could have a holiday as British or as Cypriot as I wanted.
She said Airtours was offering 16% discount with free insurance and they were price matching.If I found a cheaper holiday they would match it.
H Agency appearance
H Staff attitude
H Sales technique
H Product knowledge
This agency looked like a private house that had been converted. There was a pleasant intimate ambience and a good selection of brochures.
I was served immediately by a consultant who picked out a selection of brochures. After handing them over, the consultant appeared to think the enquiry had concluded.
I asked for recommendations and the consultant checked with a colleague who was knowledgeable about the island.
She talked me through the the areas which appealed to families or couples. She did not relate information specifically to my requirements. The consultant was friendly but fell down on sales technique.
H Agency appearance
H Staff attitude
H Product knowledge
H Brochure racking
This was a neat, clean looking agency with well stocked racks. Two consultants were on duty.
I was served immediately and given a friendly welcome. The consultant picked out the Thomson Summer Sun brochure and commented that the operator offered a good range of holidays to suit most tastes. She talked about the Thomson Gold product which was designed for couples.
In commenting specifically about Cyprus, she mentioned the mini-cruises we could do to visit Egypt and Israel and said we could also think about two-centre holidays.
She highlighted the 16% discount with free insurance offer from Thomson and mentioned the prices in the brochure were only an indication of what the holiday would actually cost.
She also gave me the Thomson Small and Friendly brochure and checked if I wanted to look at availability. I got the impression she would have spent as long as I wanted dealing with this enquiry. Only one operator was offered but the consultant was such a good salesperson I felt I had been given a wide choice.
H Agency appearance
H Staff attitude
H Sales technique
H Brochure racking
H Product knowledge
Tip 1: If a customer specifically asks about recommendations for hotels, why not refer to one of the hotel guides to get more specific information than is contained in the brochure?
Tip 2: It is good to say that brochure prices are not a reliable guide to what the holiday costs. It is a good way of selling the importance of booking through an agent who may be able to get the best deal.
Mystery Shopper called on agents in Weybridge, Surrey seeking advice on a holiday to Cyprus in June. She and her partner were interested in a holiday in a quiet relaxing resort and wanted a good quality hotel. All the agents were confident about selling the destination though none of them were able to recommend a particular hotel. The Lunn Poly agent proved the most impressive.
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 ofcommendation
Please note that noadditional information will be given about Mystery Shopper’s visits.