Mystery Shopper was looking for a nice country house-style hotel with a spa for a mid-week UK break after the August bank holiday. This should have been an easy sell for agents in Exeter.
However, the consultants at First Choice and Thomas Cook appeared to leave Mystery Shopper to do the work herself. If agents want to be seen as more than a brochure pick-up point, then they should do more than just hand over a brochure.
Thomas Cook
7 High Street
Score: 38%
The visit didn’t start off too badly as the agency looked clean and inviting. I walked in and started looking at a Superbreak brochure.
As I stood reading it, three agents walked past me at different times, but none acknowledged me. Eventually, after five minutes, I had to head over to an agent and ask for assistance.
After explaining the scenario, I was told that Superbreak was best for UK short breaks. When I asked for a price for a two-day break, the consultant told me that all costs are in the brochure – and she then told me to return when I had decided where I wanted to go.
There was no offer of a consultation, even though I made it clear I would like one. I was given a card by the agent, who wrote her name on it, however I wouldn’t return to this agency to book.
First Choice
9 Guildhall Shopping Centre
Score: 41%
I received a friendly greeting from the consultant at this agency, who asked if I needed help.
I told her what I was looking for and she handed me a Superbreak brochure, inviting me to take it away to look through. I explained I was looking for prices and she asked how long I wanted to go away for, and what my budget was.
The consultant said that I should be able to find plenty of options within my budget in the brochure. There was no offer of a seat, the option of having a break costed out for me, or any hotel recommendations.
The agent didn’t even offer to give me her contact details, and walked back towards her desk. If I had been in the market for a short break in the UK, it is unlikely that I would use this agency; I didn’t feel the agent was interested in selling this holiday.
Bath Travel
14 St Thomas Centre
Score: 64%
A friendly agent immediately greeted me as I walked in the door. There were five consultants in the agency with four customers.
I explained the scenario, and the consultant selected Superbreak and Warner Leisure brochures. She then said the Warner holidays were fantastic, but were likely to be over my budget, but Superbreak would have lots of options available to me.
I was invited to take the brochure away, but there was no offer of a seat or a consultation. No attempt was made to close the sale, although she did give me her contact details.
The service was fast and friendly and the agent was keen to help. Based on this visit, I would not book my short break with Bath Travel, but would be happy to visit the agency again, based on its friendliness and speed of acknowledgement.
Thomson
28 High Street
Score: 98%
All staff were busy with customers, so I went over to look at the brochures.
While I was browsing, a consultant came over and greeted me with a friendly smile and a ‘good morning’. She said she was busy with a client, but would be with me as soon as possible.
After explaining my request, she said that they had a great offer on at the moment and went to get me an A4 flyer, which promoted two nights in London for £129 per person, including the train fare. She offered me a seat and asked me to wait.
After five minutes, she invited me to her desk and asked what I thought of the offer. I said it would suit a shopping trip I had planned in December, so she then asked more about my current request.
She suggested Cheltenham Park, costing £188 for two nights. She read out the details, checked availability and also recommended insurance. The service was excellent, and the consultant was a credit to Thomson.
.
Top 5 Tips
- The UK hotel sector is constantly innovating and modernising. Last week, Butlins opened its new £20 million Ocean Hotel in Bognor Regis, with a spa and landscaped gardens.
- There is more to selling the UK than just hotel nights. Some UK hotels offer all-inclusive and there are a wealth of extras, such as attraction and train tickets.
- Get some training. Bourne Leisure is offering agents the chance to experience any of its Butlins, Haven and Warner Leisure Hotels with its free day pass scheme.
- For more training on short breaks, check out the Enjoy England course online on the TWacademy.
- For more product knowledge about UK breaks, visit Gazetteers.com. The site also contains photos of resorts and hotel reviews from fellow travel agents.
Got a driving ambition?
Every month the highest-scoring agent wins the chance to drive a Porsche Boxster S for a month, courtesty of Elite Island Resorts.
For pics and video of agents in the £46,000 car, go to Elite Island Resorts’ TWacademy page…