In the first of two visits to agents on the island of Guernsey, Mystery Shopper went looking for advice on a short break to Nice in September. The booking was for a couple and they wanted a good category hotel. A recommendation for somewhere special was requested. No agent had personal knowledge of the destination, but they were all able to offer something. The Thomas Cook agent made the most effort.
*****
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
Thomas Cook, 22 Le Pollet, St Peter Port, Guernsey
****
Long, narrow agency which meant it was quite a squeeze to get past the chairs beside the first desk. Brochure holders appeared well stocked.
Two consultants on duty. One was painstakingly reading through the OAG details on one of the Costas for the benefit of a couple of customers. Served immediately by friendly consultant who said she would get me some cities brochures.
Picked out Thomas Cook Holidays Cities and Cresta brochures and pointed out relevant pages in both. Pointed out the various hotel options, and though she did not recommend any particular hotel, she said we would be safe if we picked a hotel which had at least three stars.
Pointed out that the package included the flight from London. Also pointed out the map showing the location of the hotels. Suggested I take brochures away with me and have a look and when I had found something I liked to call back and she would look after the booking. Very pleasant and friendly and was the only consultant who suggested that I call back.
* Brochure racking
* Staff attitude
* Product knowledge
* Sales technique
Bellingham Travel, 41 Commercial Arcade, Guernsey
***
This was an attractive agency with well-stocked brochure racks.
I was served immediately by a consultant who said American Airlines would probably be the cheapest deals.
She said the system for checking flights had just been installed and was not working at present.
She telephoned what I assumed was a central office for fares information for the agency and quoted me a fare of £378 for adults from Glasgow to Chicago and £189 for the child fare. She also quoted the £47.50 per person tax .
She did not suggest we return to make the booking. Efficient but did not appear interested.
* Agency appearance
* Brochure racking
* Product knowledge
Lunn Poly, 45 High Street, St Peter Port, Guernsey
***
This medium-sized agency had patchy brochure racks, but there were piles of brochures on the floor waiting to be put out.
The exterior was not the usual bright red, in deference to Guernsey’s town planners.
One consultant was busy with a customer. A second was sorting out the cupboards.
Served immediately by a third consultant who went downstairs to get Cresta France and The Magic of France brochure.
She said if we wanted a nice hotel, the Magic brochure was the best option.
Quickly flicked it open and highlighted the four and five-star options. She said Lunn Poly could get good prices on flights via either Paris or London.
* Agency appearance
* Product knowledge
* Staff attitude
Worldchoice Island International, The Pollet, St Peter Port, Guernsey
This was a large corner-site agency with old fashioned furniture with neat but uninspiring decor and well-stocked brochure racks. There were three consultants on duty.
I was served immediately by a consultant who suggested the best brochures would be for city breaks. She brought the Travelscene and Bridge Travel brochures from the back office and from the shelf picked out Kirker Holidays.
I asked for a hotel recommendation and she pointed to the Kirker brochure and said this was the best option.
She did not open the brochures to show me a selection. She said flights would all be via London. Overall, the service was very abrupt.
* Brochure Racking
Top Tips for Agents
Tip 1: When a recommendation for a good hotel is requested, it would be a nice touch to check one of the hotel guides and give the client more specific information than a general suggestion to stick to three-star and above.
Tip 2: Always try to show clients some examples from the brochures – it’s a personal touch that makes an impression