On her second visit to agents in Guernsey, Mystery Shopper called on retailers to ask about a forthcoming family trip to
Disneyland Paris. She said they wanted to travel in October, which should have alerted agents to a potential problem with availability over half-term. Only the Uniglobe retailer picked up on this and she proved the most impressive consultant.
*****
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
Uniglobe Travel, 2 The Albany, South Esplanade, St Peter Port, Guernsey
*****
THIS was a medium-sized, neat-looking agency with four consultants.
A very friendly consultant immediately asked exactly when in October we wanted to go so she could check if it would clash with half-term.
She said that availability could be a problem and advised that I should confirm dates with whoever I was travelling with so it could be booked quickly.
I asked about hotel options and she said the Disneyland Hotel was magical if we could afford it. She added that the Newport Bay was mostly for conference bookings and had no atmosphere and that the Sequoia and Cheyenne had interesting themes.
She also mentioned the Davy Crockett Lodge as an option if we wanted to self-cater but said we would need to have a car with us.
She was obviously very familiar with the product, having been on a trip there.
Very friendly and helpful service.
* Agency appearance
* Product knowledge
* Staff attitude
* Brochure racking
* Sales technique
Wayfarers Travel, 1 Westerbrook, South Side, St Sampsons, Guernsey
****
This Advantage-member agency had an attractive exterior. Four consultants were on duty in this well-stocked shop.
I was served immediately by a friendly consultant who picked out Advantage Travel Centre overbranded Disneyland Paris brochure which is operated by Cresta.
She then pointed out the hotel options. I asked for recommendations and she said it depended on how many were travelling: if there more than four it might be better to stay at the Davy Crockett. She said all the hotels were very nice, and the price would tell me what standard they were.
She was friendly, efficient and knowledgeable, but did not suggest that I return.
Holiday Hypermarket, Co-Op Society, St Peter Port, Guernsey
**
THE agency was large and new-looking, with luggage section at the back. Initially, I was unsure whether it was a travel agency or a shop. The racks looked full of brochures.
Two consultants were on duty. On hearing my enquiry, I was led to the brochures and given the Co-op Special Selection with Cresta Disneyland Paris brochure, which the agent highlighted as the company’s own brochure. I was also given Paris Travel Service and Leger Travel brochures.
I asked about accommodation options and was told that you could stay on-site and the agent would tell you the choices. I was thrown by this reply and left the agency somewhat baffled.
* Agency appearance
* Brochure racking
Trafalgar Travel, The Picquet House, St Peter Port, Guernsey
**
THIS was a prominent building, which may explain why they felt the need to have a sign on the door saying ‘This is not the tourist office’.
The agency was divided into two large rooms. I was unsure whether the consultant in one room was dealing with business travel or if another department to do with general holidays, but he asked if I needed help.
He gave me the Paris Travel Service Disneyland Paris brochure as well as the Disneyland Paris brochure describing the park and turned as if to rush back to his desk.
He then rattled through transport and accommodation options and concluded by mentioning the Sequoia Lodge as the best option.
* Brochure racking
* Product knowledge
Tip 1: Make sure you keep the customer’s booking interest within your office. The Uniglobe consultant sold the Disneyland Paris product well, but mentioned the local carrier, Aurigny, was doing all-in packages with flights and accommodation, which could be cheaper and that their office was just down the road. This was the only blip in her otherwise excellent sales technique as it could have resulted in a potential booking walking out of the door.