Mystery Shopper was looking for information on holidays to Cuba when she called on agents in Tonbridge. She wanted a two-week package with a few days in Havana and a stay at a beach resort. It never got down to the detail as agents were happy to simply hand over brochures, with the exception of the Going Places consultant who really made an effort to make an impression.
*****
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
Going Places, 36 High Street, Tonbridge
Winner ****
This small, tidy agency had well-stocked brochure racks and four consultants on duty. I was served immediately.
The consultant asked if I wanted to check availability and then took my details, including the children’s dates of birth. She picked out selection of brochures including Panorama Cuba, First Choice and Airtours Far and Away.
She leafed through the Airtours brochure with me and found that every one was an all-inclusive.
She asked colleagues for other alternatives and Kuoni was suggested. The consultant showed me Kuoni Tropical Sun brochure and found that it did two-centre holidays.
She added that I could hire a car from the hotel and then tried to contact Kuoni despite my suggestion that I could just take the brochures. Unfortunately, we were still waiting to get through to Kuoni 10mins later, but she read extracts to me while we waited
She was not familiar with Cuba but I take my hat off to her for her perseverance and tenacity. She was determined to give me really detailed information.
* Agency appearance
* Staff attitude
* Brochure racking
* Sales technique
Intatravel, 50 High Street, Tonbridge
**
This was a medium-sized plainly decorated agency with well-stocked brochure racks. There were two consultants on duty and no customers so I was served immediately.
The consultant first checked if I wanted to check availability. I declined this and asked for brochures.
She gave me the Panorama Cuba brochure and pointed out that the brochure was only valid up to next April, but said Panorama was really the specialist to the island.
She also gave me the Hayes and Jarvis brochure and explained that if I picked from a choice of hotels, they would put the package together for me.
Suggested I call back if I wanted to check availability or needed further assistance.
* Staff attitude
* Brochure racking
Thomas Cook, 13 High Street, The Pavilion, Tonbridge
**
I had a very long wait here as all four consultants were busy with customers when I arrived.
Eventually while one couple dithered over a particular holiday, a consultant excused herself from them for a minute and asked if I needed assistance.
She quickly gave me Thomas Cook Holidays’ Tropical Shores and Hayes and Jarvis’ Worldwide brochures.
The consultant said that both operators featured Cuba, but she did not go through brochures with me.
She checked if they did Havana and again she assured me they did and said that I would have no problem hiring a car.
The consultant was obviously keen to conclude enquiry in order to return to other clients.
* Agency appearance
* Brochure racking
Co-op Travelcare, 24 High Street, Tonbridge
*
This was a neat, clean and bright agency but it had patchy brochure racks.
On hearing my enquiry, the consultant assured me that I would be able to hire a car in Cuba but then kept referring to the fact that I could do tours there which suggested that she did not grasp the fact that I wanted an independent holiday.
She had a polite manner but did not appear to have listened to my enquiry.
Picked out First Choice Tropical but found that it did not feature Havana. She mentioned Panorama as a company specialising in Cuba but said they had no brochures for the operator at present.
Picked out Cosmos Tropical Paradise and Hayes and Jarvis Worldwide. Suggested I call back if I needed anything.
* Agency appearance
TOP TIPS FOR AGENTS
Tip 1: Do make sure you listen to the enquiry so that you know if it is an independent holiday or if the client is happy to take coach tours
Tip 2: If the clients you are serving are taking time to pore over the options, it does help alleviate the queue if you can take a minute to help anyone who has a quick query. But be careful not to ignore your original clients.