Mystery Shopper

Last week’s half-term holidays started Mystery Shopper thinking about the winter half-term. Mystery Shopper decided it would be an ideal time to take the family away for some sun and called on agents in Surbiton, Surrey, for some advice commenting initially that she was probably booking quite early. Agents put her right on this score but only Going Places came up with a good recommendation on a destination and hotel.

*****

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

This medium-sized agency neat-looking agency had well-stocked brochure racks with piles of brochures waiting to be unpacked.

I was served straight away by a consultant who said it was not too early to be thinking about half-term as next summer’s brochures were out already. He singled out Airtours and gave me their Wintersun brochure. He said they were a good company for family holidays. He also gave me Aspro Holidays for Less, First Choice Wintersun and Sunworld. I asked for a recommendation, and he diplomatically said everyone had their own particular favourite and it was useful to compare the prices.

He suggested Majorca was still a good option to consider as a winter sun destination and pointed out the temperature panel to show the weather was still good at that time of year. I asked if he could recommend a hotel and he mentioned the Sunwing hotels as good options for families with children. Efficient, friendly service.

* Agency appearance

* Product knowledge

* Staff attitude

* Brochure racking

* Sales technique

The agency was beautifully decorated with very well-stocked brochure racks. There were two consultants on duty and I was served immediately by a cheery consultant. She said it was not too late to look at half-term breaks as they had been on sale for ages and it was more likely I would find I would not get my first choice at this point.

She said to guarantee good weather I would need to look at destinations at least 4hrs flying time away and mentioned the Canary Islands, Israel, and even Crete. She highlighted Unijet as a good family operator and also gave First Choice and Worldchoice overbranded Sunworld brochures. She mentioned a colleague regularly took European holidays with her young family and to call back to get advice from her.

* Agency appearance

* Staff attitude

* Brochure racking

* Sales technique

There were three consultants on duty in this attractive, bright and cheerfully decorated agency.

There were some gaps on brochure shelves. A small section of the agency was laid out for children.

The consultant immediately assured me I was not booking too early as the brochures for winter had been out for a year. She said people liked to book places a year in advance to secure their first choice.

She suggested the Canary Islands was the best destination if we wanted guaranteed good weather, but indicated the list of destinations in the brochure and said they were all options. She said they used OAG Gazetteers to get the truth on hotels, so if I wanted to check on a particular one, to call back in.

Friendly and cheerful service.

* Agency appearance

* Staff attitude

There were two consultants on duty in this medium-sized agency.

There were no other customers so I was served immediately, although the consultant was obviously in a hurry to get back to other tasks.

On hearing my enquiry, she commented that the half-term holidays would still be in the summer brochures, then indicated the virtually empty shelves and said the only summer brochure she had left was Skytours.

She gave me the brochure and then started backing away as if the enquiry was at an end.

I asked if this was the only option, and somewhat sharply she repeated it was the only brochure she had left and continued the retreat to her desk. Very unimpressive.

* Agency appearance

Tip 1: Mentioning the OAG Gazetteer is a good idea – it can be a useful sales tool.

Tip 2: An open-ended enquiry where the client is just looking for somewhere warm is a good opportunity to show off your knowledge of particular destinations: take advantage – don’t just say look in the brochures.

Tip 3: If you have a children’s play area, make sure it is well stocked.