Mystery Shopper called on agents in Sevenoaks, Kent for information on Sandals holidays. Mystery Shopper was planning a week in November away from the children, and wanted a romantic destination where they would not have to suffer anyone else’s children either. All the agents were familiar with the Sandals product, though not in very much detail, but the Thomas Cook agency did the best sales job.
*****
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, 114 High Street, Sevenoaks
***** Winner
THERE were two consultants on duty in this clean, bright agency. I was served immediately by an enthusiastic consultant who had been to Sandals St Lucia.
She picked out the Thomas Cook Holidays Worldwide brochure and said I could not choose better than Sandals. Her colleague chipped in and said she had been on a training course with Sandals, but was due for a refresher in July. She added that there were a good choice of Sandals resorts in Jamaica as that was where they started.
The original consultant picked out a selection of brochures for the individual resorts. She said they were somewhat expensive and a holiday averaged around £2,000 per person. She looked through the brochure to confirm the prices in November and was surprised to find they were around the £1,400 mark. She pointed out this included absolutely everything.
She said to take brochure away and come back when I had chosen the island I wanted. The benefits of training showed here, but the consultant’s enthusiasm for the product was infectious.
* Agency appearance
* Product knowledge
* Staff attitude
* Sales technique
Sevenoaks Travel, 4 Dorset Street, Sevenoaks
***
This attractive looking agency was long and narrow with all the brochure racks on one side and counters on the other.
The selection of brochures on display were interesting.
There were two consultants were on duty and I was served immediately by a consultant who seemed familiar with the product. She said her sister had been on one, but could not remember which one, and commented that they were very romantic and there were not loads of kids around – actually, there should be no kids around.
She got me the Sandals brochure from the back office, which featured all the resorts, but no package prices. She also gave me the Hayes and Jarvis brochure. There was no suggestion to call back. Pleasant, but lacked sales technique.
* Agency appearance
* Staff attitude
* Brochure racking
Johnston Travel, 1 Bank Street, Sevenoaks
***
This was a small, neat looking agency with a good selection of brochures.
There was one consultant was on duty, who was familiar with the product but checked I wanted the all inclusive-type holiday.
I asked what they were like, and he said very they were fine if you liked that kind of thing. He said later they were very American, as if this was a big downside, but good quality.
He picked out the British Airways Worldwide brochure and highlighted the Sandals Royal Jamaican and the Sandals Dunn’s River.
He said to pop back when I had chosen one and they would book it for me.
I quite liked the sceptical attitude, and would probably have booked with him.
* Agency appearance
* Staff attitude
* Brochure racking
Lunn Poly, 142 High Street, Sevenoaks
***
There were two consultants on duty in this neat-looking agency, which had empty brochure racks.
I was served immediately by a friendly consultant who offered to let me have a video of the Sandals product to look at.
I declined and said I would rather see brochures. She checked with her colleague, and they both agreed that Thomson did not feature many Sandals resorts but Kuoni featured them all. She went through the brochure and turned down the corner of every page featuring a Sandals resort.
She said it was a very high-quality product, and the only reason they had not booked many over the years was the high price.
The consultant lacked first-hand product knowledge, but did a good sales job.
* Agency appearance
* Staff attitude
* Sales technique
Top tips for agents
Tip 1: Don’t labour the point that a holiday is expensive. How do you know that your customer is not a lottery winner and money is no object?
Tip 2: Having extra details about a company impresses. Use those training sessions well. Individual resort brochures are also impressive, as are videos so do offer them for the customer to see.