Mystery Shopper was planning a trip to Malaysia this September and she called on agents in Bromley, Kent for some help. None of the agents displayed any first-hand knowledge of the destination and were content to pass over worldwide brochures with the usual patter about the range of tours available. The enthusiastic approach from the consultant at Flight Centre was most impressive.
*****
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
Flight Centre, 19 High Street, Bromley
**** Winner
At first glance, the name of this agency was somewhat deceptive as I was not sure if they sold holidays but there was a good selection of holiday brochures on the racks.
The agency was attractive and had a brightly decorated interior with one wall virtually taken up with a map of the world. The brochures were racked behind the main counter. There appeared to be an interesting choice of programmes from smaller as well as mainstream operators.
I was served immediately by a chatty consultant who recommended Discover the Far East. She said the other worldwide brochures from the bigger operators would only have a page or so on the destination and would not go into much detail.
She also gave me the Southeast Asia brochure from The Imaginative Traveller which she recommended for small groups. She went through the brochures highlighting the various tour options.
She seemed comfortable selling the destination though did not display any first-hand product knowledge. She did recommend we explore the countryside rather than stay in one resort. She gave me her card and suggested I call back for more details.
* Agency appearance
* Staff attitude
* Brochure racking
* Sales technique
Going Places, 54 High Street, Bromley
***
There were four consultants on duty in this neat and clean looking agency, which had well-stocked brochure racks.
I was served immediately by a consultant who asked when I planned to travel and picked out British Airways Worldwide and Tradewinds brochures.
She admitted she was not familiar with the destination, but quickly went through the brochures with me, pointing out the choice of tours.
She said if I booked a tour, I would not be able to change anything but would have to stick to the itinerary.
Alternatively, she suggested I could pick out hotels in different resorts and opt for a tailor-made option. She gave me her card and suggested I call for further information.
* Agency appearance
* Staff attitude
* Brochure racking
Lunn Poly, 62 High Street, Bromley
**
There were three consultants on duty in this agency which had brochure racks that looked somewhat depleted.
On hearing my enquiry, the consultant initially looked uncertain, but checked with her colleague who referred her to Kuoni. She immediately perked up and did an efficient sales job for the operator, pointing out the range of options offered and adding that I could book a tailor-made holiday if I did not like the itineraries featured.
She checked Thomson Faraway brochure, but found nothing and also gave me the Sovereign Worldwide brochures.
She gave me a card. She was brisk and to the point, but seemed to have no knowledge about the destination.
* Agency appearance
* Staff attitude
Thomas Cook, 214 High Street, Bromley
*
The agency was large and gloomy looking which was probably due to the bad lighting. The brochure racks looked empty.
Three consultants were on duty, all were busy. I was served after 10mins by a consultant who told me she usually worked in the bureau de change. She checked the OAG guide.
She referred me to the Kuoni and British Airways Holidays brochures and handed them over without going through them. She then said if I wanted further information to call back when her colleagues were free. She asked another consultant for their business card to give me, and got a gruff response. She persisted nevertheless and gave me a card. Response from colleagues did not impress.
* Staff attitude
Top Tips for Agents
Tip 1: Bad lighting does not help to make an agency look attractive.
Tip 2: Fill up gaps on the racks. Empty shelves look very uninviting.
Tip 3: Do acknowledge customers waiting in the queue – it may encourage them to stay a bit longer.