This week Mystery Shopper was in Poole, Dorset, looking for a relaxing winter-sun break in November, possibly to Egypt.
This should have been a relatively straightforward sale for agents and all of the agencies received strong scores. However, they all fell short of offering extras, except for the consultant at Thomas Cook who asked about insurance.
Well done to the Thomson agent for pushing to close the sale, it is surprising the other agencies didn’t try harder.
Bath Travel
Bath Travel378 Ashley Road
Score: 70%
This shop was spotlessly clean with gleaming windows. When I went in I saw an agent working on her own serving a customer. She acknowledged me and said “I won’t be long, but I’m on my own at the moment.”
After finishing that consultation, she smiled and asked how she could help. I explained the request and she seemed very knowledgeable about Egypt. She looked up some details and showed me photos in the brochure, then printed off full details of the properties.
The consultant gave me the Thomson Winter Collection brochure with prices ranging from £1,130 to £1,278 for a week in Sharm el-Sheikh. She didn’t offer or ask about insurance, and didn’t offer any alternative airports, just saying I would have to travel from Gatwick.
She didn’t try to close the sale, but advised me to go away and think about the options, she didn’t take my contact details or offer to follow up.
Thomson
Thomson111 High Street
Score: 76%
I was immediately greeted and offered help when I walked in the agency. After I explained my request, the consultant asked if I just wanted to relax and I said ‘yes’.
Although admitting she had not visited herself, she recommended Sharm el-Sheikh and said Thomson had good prices at the moment. I felt she needed a bit more knowledge to assist me better.
I was given a Thomson brochure and travel planner, where she wrote everything out by hand, also showing me photos. The recommendation was a twin-room at Savita Resort for £1,280, or Hilton Sharks Bay for £1,264, both all-inclusive.
She didn’t attempt to upgrade with extras such as insurance. She tried to close the sale and get me to book by saying that a reduction of £140 off the price will not be available for long.
I found the agent very friendly, but she was let down in terms of knowledge about the destination and exactly what it could offer me.
First Choice
First Choice20 Kingland Crescent
Score: 84%
There were four agents working in this branch and as I entered two were helping a customer. One of the other agents thought I was with the customer. When she realised, she apologised and offered to help.
She had great product knowledge, saying she had been to Egypt many times and was a real fan. She found accommodation called Dreams Vacation and printed off details, quoting £1,050 for a week’s all-inclusive.
She gave me a First Choice brochure and enquiry quote and took my phone number. The consultant didn’t attempt to upgrade me or offer extras such as airport parking. She also didn’t try to close the sale.
I thought the agent was very welcoming, friendly and knowledgeable, and would have no hesitation recommending First Choice. I felt like a valued customer.
Thomas Cook
Thomas Cook19-21 Kingland Crescent
Score: 91%
On entering, one of the agents smiled at me, but she was on the phone and said she wouldn’t be a minute. When she put the phone down, she asked how she could help.
She had strong product knowledge about Egypt and asked whether I wanted a relaxing break ‘or a bit more?’. I said I wanted to relax and she recommended Sharm el-Sheikh. She said she had been there a few times and thoroughly recommended it.
She looked up accommodation at the Dreams Beach Resort and showed me photos in the brochure. She quoted £1,442 on an all-inclusive basis and tried to sell me insurance. The consultant didn’t try to close the sale.
Out of all the visits, this agent was the friendliest and her product knowledge stood out, the consultant was also extremely attentive.
Talking point
Talking pointWhen it is a relatively straight forward request, is it always appropriate to push to close the sale? Do you think Mystery Shopper places too much emphasis on this?
Tell community editor Emily Ashwell what you think…
Tips
1. Operators are predicting Egypt to be a strong seller this winter, yet again benefiting from value for money as a selling point because it is outside the eurozone.
2. Agents might have suggested Tunisia, which has particularly good spas. Cosmos has increased capacity to Monastir this winter.
3. If Mystery Shopper had been after something a bit more active, Libra Holidays has introduced a package to Jordan for this winter, including a visit to the ancient site of Petra.
4. As there are no flights from Bournemouth airport to Egypt, all agents sold packages departing from Gatwick. They could have easily recommended airport parking to boost the value of the sale.
5. For more product knowledge about winter-sun breaks, visit Gazetteers.com. The site also contains photos of resorts and hotel reviews from fellow travel agents.