Mystery Shopper dropped in on agents in Walton-on-Thames, Surrey for some advice on an Easter jaunt to the Canadian Rockies. Product knowledge was non-existent. None of the agents could even make a stab at selling Canada with any degree of familiarity. The Lunn Poly consultant came out on top, even though her comments were so general they could have applied to any destination.
*****
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
GM Travel, 131a Hersham Road, Walton
*
This small independent agency had a large selection of brochures on its racks and on the floor which looked somewhat untidy. There was one assistant hovering at rack and one behind the counter.
I was served immediately but was told they had only one brochure for 2000 and that was a Cosmos Earlybird one.
The consultant said they were doing building work and could not get the brochures from the back but if I came back next week, they would all be on display. Her colleague chipped in and said it was too early to book for next year but if I took some of this year’s brochures, it would give me some ideas. Her advice seemed somewhat confusing. She gave me Footloose North America and Trek America brochures.
* Staff attitude
Going Places, 7 Bridge Street, Walton
**
There were four consultants on duty in this spacious nicely laid out office.
I was served immediately by a friendly consultant who said the 2000 brochures for Canada were slow in coming out and said the only one they had in stock was Jetsave. She said it included rail journeys.
She also gave me British Airways Holidays America and Canada and Kuoni America and Canada and said they would not be valid for Easter 2000 but would give me ideas.
She said All Canada was the best operator and phoned them to check when their brochure was being released. She told me to return next week to get it.
She was very pleasant although she saw herself as more of a brochure distributor than saleswoman.
* Agency appearance
* Staff attitude
Thomas Cook, 21a High Street, Walton
**
This was a small, neat office with well stocked brochure racks. There were two consultants on duty, one was serving a customer and one was on the phone.
When the consultant finished her call, she asked me if I had looked at any brochures yet and said it was too early to start looking at availability.
She gave me Thomas Cook Canada brochures featuring fully escorted tours and independent arrangements as well as Kuoni Worldwide brochures.
She said I should take the brochures home and have a look at them and call back if I wanted to check availability.
It seemed that she was only really interested in my holiday query if I was prepared to sit down for a trawl through availability.
* Agency appearance
* Brochure racking
Lunn Poly, 25 High Street, Walton
***
THERE were four consultants on duty in this neatly organised office. The brochure racks looked a bit patchy.
I was immediately asked if I needed assistance. On hearing my enquiry, the consultant picked out British Airways Holidays America and Canada brochure. She said this was a good brochure to look through and it would feature everything I needed.
She talked about the two-centre option which would allow me to fly or drive to a second destination for part of the holiday, and also mentioned flydrive arrangements and tailor-made itineraries.
She also did a good sales job on accommodation vouchers and said there would be no problem pre-booking the rail journeys. Although it was apparent the consultant did not have any knowledge of the destination, she did a good sales job in a general way.
She encouraged me to take the brochure home and to pick out the itinerary I wanted and to come back with a plan of dates and resorts and she would phone through and get the costings. She didn’t give me a business card, but was so helpful, I would definitely have gone back there.
* Agency appearance
* Staff attitude
* Sales technique
Tip 1: Please don’t greet the customer with the old line ‘have you already looked at some brochures?’ Whatever your motives, it sounds like you reckon the poor customer is a time waster who has already been to four agencies before your one. You may be right but you don’t have to make it so obvious you want to get rid of them as fast as possible.