An all-inclusive resort in Majorca was the holiday Mystery Shopper had in mind when she called in on agents in Leatherhead for advice. She was planning to travel with a couple of other families and wanted somewhere which would suit children ranging from one to six years. The style and design of Travel Choice was enormously appealing, but when it came to selling a holiday, the Lunn Poly consultant proved most impressive.
*****
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
Lunn Poly, 14 High Street, Leatherhead
*****
A bright, clean looking agency with tidy brochure racks.
There were three consultants on duty and all were busy. However, I was acknowledged immediately.
On hearing my enquiry, she produced dedicated all-inclusive brochures from Thomson, First Choice, JMC, and Airtours.
I asked if there was any difference in the companies and she said they were “much of a muchness” though if she had to choose it would probably be Thomson. She suggested Alcudia was a wonderful place to go with children and said the beaches were excellent.
She said it was best to book as soon as possible, particularly with a destination such as Minorca which was the sort of place families returned to year after year. She gave me her card and said to call back with any queries, and pointed out the staff had been to lots of destinations and could give detailed advice.
A very thorough, impressive performance.
* Agency appearance
* Product knowledge
* Staff attitude
* Brochure racking
* Sales technique
Travel Choice, 19 Swan Centre, Leatherhead
***
A gorgeous-looking shop with contemporary furnishings and an interesting layout. I was positively pounced on by a consultant and then given what was obviously a well intended guided tour through the First Choice All-Inclusive brochure.
He admitted he could not recommend a particular hotel as he had never been on an all- inclusive holiday, but said he would choose one as it saved you the worry of bringing spending money. His colleague chipped in with a recommendation for the Hotel Lagomonte in Alcudia and highlighted the fact it catered for toddlers as well as older children
He pushed the £5 low deposit and also gave me the Cosmos All-Inclusive brochure, but said First Choice was better for children.
* Product knowledge
* Staff attitude
* Brochure racking
Thomas Cook, 10 Swan Court, Leatherhead
**
A very small agency with just two serving points. One was unattended and there was another customer ahead of me. I was served after 5mins.
On hearing my enquiry, the consultant picked out the JMC Family World brochure and flicked through it, indicating the range of facilities at all- inclusive properties.
She also gave me the JMC All-Inclusive brochure and drew my attention to resorts that catered for families and those that were better forcouples.
She said it was worth booking as soon as possible and said the agency was offering free insurance and discounts.
However, she wasn’t familiar with any particular property or a resort so couldn’t really recommend anything.
* Staff attitude
* Brochure racking
Ashtead Travel, 16 High Street, Leatherhead
**
This medium-sized agency had brochures arranged neatly behind red folders.
Two consultants were on duty. I was served after a short wait. The consultant pointed to the summer sun brochures on the wall rack and said to pick out a selection.
She pointed at the various brochures I should take. She suggested Cosmos, although it didn’t worry her when I took the Unijet brochure from the same folder instead, and also Virgin and Panorama.
I asked for recommendations, and she said there were not that many to choose from and I should pick a resort area I liked, select a couple of options and then come back. Throughout the whole process, she never stirred from her position or even unfolded her arms.
* Agency appearance
* Brochure racking
Tip 1: Asking the customer to sit down while you talk them through the brochures is a nice touch. It is far better than simply handing them over unopened.
Tip 2: By all means talk the customer through the brochure, but don’t step over the line and start patronising them by treating them as if they have never seen a holiday brochure before.