Mystery Shopper

Mystery Shopper called on agents in Tunbridge Wells this week to ask about holidays in Goa, India in November. It was a family holiday and Mystery Shopper wanted to stay somewhere which was reasonably child friendly. The benefit of first hand knowledge came to the fore as the Going Places agent had spent a lot of time in Goa and was bursting with enthusiasm for the destination.

*****

Each week Mystery Shopper will be calling on agents in different areas. Stars are awarded for

* Agency appearance

* Product knowledge

* Brochure racking

* Staff attitude

* 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.

The agency was small and narrow with a bureau de change at the end. The brochure racks were well stocked.

There were three consultants on duty and I was served immediately. The consultant picked out the Airtours Far and Away programme and proceeded to check viewdata for availability.

She found that the earliest availability was from November 20. She indicated the choice of resorts on offer and then told me she had spent six weeks in Goa a couple of years ago and was very familiar with the place.

She even offered to show me her holiday photos. She suggested it was not worth going to an all-inclusive resort in Goa as there were a lot of good quality, inexpensive restaurants in the destination. She did warn me there was no nightlife and no facilities for children but was enthusiastic about the charm of the place.

Her enthusiasm for the destination was infectious and it was refreshing to meet a consultant who was so familiar with a destination.

* Agency appearance

* Product knowledge

* Brochure racking

* Staff attitude

* Sales technique

The agency was very large with an interesting, attractive layout. The racks were well stocked with a wide choice of brochures.

There were four consultants on dusty and I was served immediately. The consultant picked out Unijet Wintersun, Hayes and Jarvis Worldwide and Sunworld Tropical Shores.

He flicked through them, indicating what was available and noted the accommodation which had children’s facilities.

He highlighted the Renaissance Goa Resort which was featured in a few of the brochures and said it was a high-quality child friendly hotel.

He did not appear to know about the destination, but did an efficient, professional sales job nonetheless.

* Agency appearance

* Brochure racking

* Staff attitude

* Sales technique

There were four consultants on duty in this agency which had brochure racks that looked decimated.

I had to wait 5mins until I was served by a cheerful consultant. He gave me Thomas Cook Holidays brochure and Hayes and Jarvis brochure.

He checked when I was travelling and told me that November was not the ideal time to go as it would be monsoon weather. He suggested the weather would be better if I went in December.

I became confused when he said I could do tours of Sri Lanka while I was there. I was not sure if this was possible from Goa (shows my knowledge of geography).

He gave me his business card and said to call back if I needed more help.

* Agency appearance

* Staff attitude

I had a long wait in the agency as all four consultants were busy with customers.

I was finally served by a consultant who was exultant on hearing my request and told me she knew everything about Goa as she had just spent an hour booking a couple on a two-week Manos holiday there.

She fished out the booking confirmation and quoted me the £650 price they were paying for a two-star hotel.

I said I wanted something which was slightly higher quality and her enthusiasm waned. It appeared that when she said she knew everything about Goa, she actually meant she knew everything about two-star Manos holidays in Goa. She gave me the Manos and Thomson brochures and suggested I take a look and call back.

* Agency appearance

* Staff attitude