Mystery Shopper called on agents in Epsom this week to plan a holiday to eastern Canada this coming winter. Ideally she wanted to spend a few days in Quebec, seeing friends, and then go skiing for the following week.
None of the agents displayed any familiarity with the destination. The only ski resort mentioned was in western Canada. The winner scored for the most friendly approach.
*****
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, 31 High Street, Epsom
*** Winner
This small, neat looking agency had a selection of children’s toys available. There were two consultants on duty and both were on the telephone. There were empty spaces on the brochure racks.
A consultant quickly joined me and I explained what I was looking for. She said I could do it independently by booking hotels and flights separately, but it might be easier to look at packages from operators specialising in Canada.
She suggested she gather some brochures together for me, giving me Seligo for accommodation only, Globespan Canada and America, All Canada, Going Places overbranded USA and Canada brochure and Getaway Vacations brochures.
She quickly flicked through some of the brochures and pointed out where skiing was available. She said I may have to book the skiing package separately. She suggested that when I was definite about my dates for travel, I call back. She also gave me her card.
She did not display any first-hand product knowledge, but scored for her helpful approach.
* Agency appearance
* Sales technique
* Staff attitude
Thomas Cook, 40 Ashley Centre, Epsom
**
This large, spacious agency had a long queue of people waiting to be served. I was finally served after a 10min wait. The consultant recommended Thomas Cook Holidays and picked out its Canada brochure which she said was geared to the independent traveller.
She said I could use the brochure to tailor-make a holiday and asked if I wanted to check flight prices at this point, but I said I would look through the brochure first.
She commented that Canada was not really a popular destination for skiing – I am sure some tour operators would be surprised to hear that! She added it may be best to book the skiing element when I was out there. She gave me her card and said to call back when I needed more information.
* Agency appearance
* Brochure racking
Lunn Poly, 26 High Street, Epsom
**
There were two consultants on duty in this neat looking agency which had a lot of gaps on its brochure racks.
The consultant said the best option would be British Airways Holidays or Kuoni, though she did not have the British Airways Holidays brochure available. She looked through the Kuoni brochure and said it flew into Montreal.
She looked for more suggestions and mentioned Travelpack Canada, United Vacations America and Hawaii and All Canada.
She asked me where I wanted to go skiing, but she did not have any suggestions when I said I wanted to be in a local resort.
She suggested I look at the brochures and come back when I wanted to look at availability
* Agency Appearance
* Staff attitude
Epsom Travel, 73 High Street, Epsom
**
This was a smart looking agency with two consultants on duty and well-stocked brochure racks. I was served immediately by a consultant who recommended Globespan Canada and America but said they only had an office copy of the brochure.
She offered to send me a copy when they received fresh supplies. The consultant said Globespan did tailor-made options so I could fly to Quebec, book a week skiing, and that the agency also did hotel vouchers. She mentioned Lake Louise as a place to go skiing, although this was not the area I was looking at.
Also gave me the Kuoni Canada and America brochure and said to look through it and then come back if I needed more help.
* Agency appearance
* Brochure racking
Top tips for agents
Tip 1: Do make sure you know what the client is after – it was not just a request for a holiday in Canada, but one specifically directed at a particular region.
Tip 2: When the booking request includes a ski option, why not consult the ski brochures? They may also include the city-break option.
Tip 3: Do acknowledge people waiting. It encourages them to wait a bit longer.