Mystery Shopper called on agents in Bedford this week to check out their knowledge of walkingholidays.
She kept the enquiry deliberately vague as she was no expert but was keen to see what the options were for taking a walking holiday in Europe this summer.
The consultant from Lunn Poly impressed with her enthusiastic andhelpful approach.
HHHHH
Each week, Mystery Shopper will be calling on agents in different areas. Stars are awarded to agents which score for:
H Agency appearance
H Product knowledge
H Staff attitude
H Brochure racking
H 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
Lunn Poly, 17 Harpur Street, Bedford
**** Winner
Medium sized agency with three staff on duty.
I was served immediately by a chatty consultant who said they did not offer any special walking holiday brochures but added that this type of holiday was usually in operators’ Lakes and Mountains brochures.
She picked out the Thomson Breakaway Lakes and Mountains brochure and pointed out the list of destinations featured. She turned to the section in Spain which focussed on the walks in Les Alpujarras mountains.
She gave me the brochure and gave me her business card saying I should call her when I had a clearer idea of where we wanted to go and she would then check availability. The service was fast, efficient and while the consultant did not display any first-hand product knowledge, she was able to offer a suitable option.
* Agency appearance
* Staff attitude
* Sales technique
* Brochure racking
Thomas Cook, 12a Allhallows, Bedford
**
Three consultants were on duty in this large agency. All were busy so I waited for about 5mins.
The consultant used the OAG Holiday Guide, highlighted a list of relevant companies and said she would check to see if they had any brochures.
Went to back office and returned with Thomson Greece, Thomson Breakaway Lakes and Mountains, Scandinavian Travel Service Lakes and Mountains, Mundi Color Discover Spain, First Choice Portugal and Madeira, and DER Germany and Austria Travel.
Said it was worth booking up quickly to ensure getting the holiday we wanted.
* Staff attitude
* Agency appearance
Carlson Worldchoice, 6 West Arcade, Bedford
**
Three consultants were on duty in this very small agency.
I was served immediately by a consultant who did not comment on hearing the enquiry but immediately rushed off to a back office.
She returned after a few minutes with First Choice Lakes and Mountains and Scandinavian Travel Service brochures. Said they were the best ones to take.
She scoured racks and quickly checked Magic of Spain and Argo Cyprus but did not give these over, although she talked about Argo.
Said not to bother looking through summer sun brochures as they would not feature specialist holidays.
* Agency appearance
* Brochure racking
Going Places, 6 St Loyes Street, Bedford
*
A rather tatty looking agency with three consultants on duty.
A good selection of brochures were on the racks.
I was served after a short wait by a very abrupt consultant who referred my enquiry to a colleague.
She was equally unenthusiastic and referred her to Lakes and Mountains brochures.
The original consultant picked out the First Choice Lakes and Mountains brochure and handed it over with the comment “There you go”. So there I went.
I was not encouraged to stay any longer in the agency so I did not bother. Not very good sales technique.
* Brochure racking
Top Tips for Agents
Tip 1: Sometimes it is better to give one brochure which is absolutely right for the client’s requirements than a bundle of near misses.
Tip 2: If you are having a bad day, don’t take it out on the customers.
Tip 3: Even if you are rushed, do take the time to ask the client some questions about the holiday. Just handing over brochures makes the agency seem like a distribution depot.