H Agency appearance
H Staff attitude
H Sales technique
H Brochure racking
H Product knowledge
There were three consultants on duty in this clean, bright agency which had well stocked brochure racks.
I went to a third consultant who was free but was told to take a seat and wait until the others were free because she was only training. I was served after a short wait. The consultant immediately clicked into the Foreign Office pages on her system and brought up the advice on Croatia on screen. She swivelled the screen around towards me and quickly read through it, pointing out that the Croatian government had closed its air space to civil aviation so all flights had been cancelled.
The consultant picked up on the fact that my parents had planned to travel there and asked what sort of holidays they liked on so she could recommend an alternative. She picked out the Thomson Breakaway Lakes and Mountains brochure and highlighted Slovenia as an alternative.