Mystery Shopper

Mystery Shopper called on agents in Luton this week to ask about their knowledge of Cuba. Mystery Shopper wanted to go on a family holiday in August and was interested in getting recommendations on specific properties as well as general comments on the destination. The Lunn Poly consultant was impressive, despite what sounded like an attempt at encouraging the client not to travel there.

*****

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

A SMALL agency on gallery level of shopping centre with two consultants on duty. One was free, so I was served immediately.

Her first reaction was that Cuba was not a destination they sold very strongly in the summer and she wondered whether that was because the weather was erratic.

She consulted the OAG Worldwide Directory – or at least that is what it looked like – and confirmed that in August we could expect hurricanes and wet weather. She said it was still sold during the summer by operators and led me to the brochure.

She then checked in Kuoni Worldwide and the gave me the Sunworld Tropical Shores brochure.

She also gave me the Sovereign Worldwide brochure. She checked who was travelling and said they sold more Cuba holidays to couples than to families with children. She said we would need jabs and protection against malaria, which tended to put off people with children.

* Agency appearance

* Product knowledge

* Staff attitude

* Sales technique

A dated looking agency with a good selection of brochures on display. There were three consultants on duty and all were busy with customers.

I was served after a 5min wait. The consultant was not familiar with the destination and sought advice from a colleague.

Varadero was nominated as the most popular place to go and she highlighted it in the Cosmos Tropical brochures and Thomson Faraway Shores. The consultant recommended the destination as a good place to go with children.

She told me there should be no problem getting availability for summer at this stage.

* Product knowledge

* Staff attitude

* Brochure racking

There were two consultants on duty in this small agency which had large gaps on its brochure racks.

I was served immediately by a consultant who knew nothing about the destination, but quickly checked with a colleague on recommended places to stay there.

The colleague said a client had stayed in Varadero and recommended it for beaches and hotel standards. She checked British Airways Holidays for destination and was surprised it was not there.

She mentioned the agency was out of Airtours Far and Away brochures. She also gave me Unijet brochure and the Kuoni Tropical Sun brochure.

* Agency appearance

* Product knowledge

* Staff attitude

The medium-sized agency seemed cramped with all the usual Thomas Cook bits, including the bureau, flight desk, reception counter and holiday sales area.

The racks were well stocked and there was a buzzy atmosphere. I was served by a consultant on the reception desk.

Initially, she started looking for a Cuba brochure she had seen earlier, then she found a Thomas Cook overbranded programme, operated by Sunworld.

She also gave me Thomas Cook Holidays Tropical Shores brochure.

She suggested we look at all-inclusive properties and flicked through a selection.

* Staff attitude

* Brochure racking

Tip 1: If pushing all-inclusives, do highlight the cons as well as the pros. Some customers may hate the idea of being stuck in the same restaurant nightly.

Tip 2: Why not fill up the racks with a selection of brochures you do have in stock? Rows of empty spaces look terrible.

Tip 3: Even if availability is not a problem, it is worth encouraging customers to book as soon as possible.