Mystery Shopper called on agents in the Buckinghamshire towns of Amersham and Little Chalfont this week for help with planning next summer’s holiday. Mystery Shopper wanted to go away with a group of to a villa large enough to accommodate 10 adults and 10 children. They were flexible about the destination. The Lunn Poly consultant impressed with her determination to find exactly the right property
*****
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, 3a Sycamore Road, Amersham
****
THIS bright, tidy looking agency had brochure racks that were running low on supplies. There was one consultant on duty.
She immediately said there would be villas large enough to accommodate us and went to a back office to get brochures.
She first showed me the OSL Villas and Apartments brochure then the Meon brochure and painstakingly checked capacity for every villa, pointing out options.
She picked up on my lack of enthusiasm for Portugal and did a good sales job on the destination. Also showed me the Sovereign Villas brochure.
Finally, she quickly flicked through the JMC brochure, pointing out that the company used to be Sunworld, but could not find anything suitable. She gave me all the brochures and suggested I have a look through and go back to her when I found something I liked.
She stressed they were offering good discounts for groups and that for larger groups there would be a free place. Also mentioned discounts for children.
* Agency appearance
* Product knowledge
* Staff attitude
* Sales technique
EST Travel, Nightingale Corner, Little Chalfont
***
This medium-sized agency appeared to be quite gloomy because of its location on a shady corner site.
There were three consultants on duty. The brochure racks were well stocked.
On hearing my enquiry the consultant immediately said it was unlikely I would find a villa large enough to accommodate us, but started flicking through a Meon brochure as did her colleague.
She found quite a few options and marked the relevant pages for me.
She suggested I consider booking a few apartments in the same complex and said this would give us some independence from the group.
There was no suggestion I should return to the agency to book my holiday.
* Product knowledge
* Staff attitude
* Brochure racking
Rendezvous Travel, Station Road, Little Chalfont
***
This was an untidy, old-fashioned looking agency but had a pleasant friendly ambience.
There were three consultants on duty and there were plenty of brochures on the shelves.
I was acknowledged by a consultant who was dealing with a customer and she quickly checked what I needed.
She recommended the Cosmos and Meon brochures.
She pointed out that the Meon brochure only went up to April, but the programme would be repeated.
She went through the Meon brochure with me and highlighted a Minorca property which catered for 24 people. I asked when I should book and was told to do it as soon as possible. There was no suggestion that I should return to return there.
* Product knowledge
* Staff attitude
* Brochure racking
Going Places, 25 Sycamore Road, Amersham
No Stars
This dull looking agency had half empty brochure racks. There were two consultants on duty.
On hearing my enquiry the consultant insisted there would not be anything large enough to accommodate a group of 20.
She said the maximum would be around 10 people.
She picked out the JMC brochure and gave it to me without even opening it.
She suggested I take it home and have a look at it. She did not encourage me to come back.
It was quite obvious the consultant did not hold out much hope I would find anything suitable. Did not offer any alternatives.
A very poor performance from Going Place and no stars were awarded.
Top tips for agents
Tip 1: If a client is interested in making a group booking, do make sure you highlight any free place offers. Never hand over the brochure without first going through it with the customer. The extra effort shows you want to give their enquiry some attention.
Tip 1: Always ensure you ask the customer to return and book otherwise your efforts are wasted.