Mystery Shopper was planning a family holiday to Spain this summer and specifically wanted to stay somewhere which was close to Port Aventura.
Unfortunately, Mystery Shopper could not remember the name of the theme park so was relying on agents in Henley-on-Thames to help. The Lunn Poly consultant was very impressive at finding a package.
*****
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
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, 34/36 Bell Street, Henley-on-Thames
**** Winner
There were two consultants on duty in this agency where the brochure racks looked very depleted.
Both consultants were serving customers so Ihad to wait. While I was waiting, a consultant acknowledged me and said she would help me in a moment.
When it was eventually my turn, the consultant was unsure where Port Aventura was, although she was aware it was in Spain somewhere.
She checked with a colleague who suggested checking the summer sun brochures. The original consultant then remembered where it was and she flicked through the Skytours brochure, saying she felt sure it was near Salou on the Costa Dorada.
On her first look through the brochure, she did not find any reference to it and so she checked in the OAG guide for a map to find out which resort was the closest to the park.
Eventually she returned to the Skytours brochure and this time studied it more carefully.
She pointed out the relevant section on Salou which featured a whole page about the park. This was exactly what I was looking for.
She said that other operators featured the resort but recommended Skytours as it offered free child places.
She suggested I call back again when I was ready to book.
* Agency appearance
* Product knowledge
* Staff attitude
* Sales technique
The Henley Travel Agency, 4 Market Place, Henley-on-Thames
**
There were two consultants on duty in this quaintly decorated agency. Both were busy with clients. There was a good selection of brochures on the racks.
The consultant was aware of the park and hazarded a guess that it was somewhere near Barcelona.
She checked with her colleague who suggested the Bridge Travel Theme Parks brochure. She flicked through it but could not find it.
Confessed to being surprised that it was not featured, she said the only alternative was Magic of Spain or Mundi Color, but they did not have those brochures.
* Agency appearance
* Brochure racking
The Travel Centre, 12 Friday Street, Henley-on-Thames
**
There were three consultants on duty in this smart agency, which had a good selection of brochures on the racks.
The consultant seemed baffled at first and checked with a colleague. She referred me to Worldchoice own branded attractions brochure but could not find any reference to it. Her colleague suggested Bridge Travel Service Theme Parks brochure. She found a copy of this and referred me to the relevant page.
She commented that the packages featuring transport and admission did not feature accommodation.
* Agency appearance
* Brochure racking
Keith Bailey, 14 Bell Street, Henley-on-Thames
**
The décor in this medium-sized agency looked very dated. The brochure racks were all very well stocked.
There were four consultants on duty and I was served immediately by a consultant who was not sure whether there was a theme park in Spain.
She checked with a colleague who referred her to the Bridge Travel Service Theme Parks brochure. She picked out Port Aventura in it and indicated that it referred to a hotel in Barcelona.
She suggested I could also stay at a coastal resort and mentioned Salou as a good option.
* Staff attitude
* Brochure racking
Top tips for agents
Tip 1: Service at Keith Bailey was rather abrupt. Try to be friendly to the customer even if you don’t feel particularly cheerful.
Tip 2: Try to sell the complete package. Why not offer to book accommodation as well as the theme park admission?
Tip 3: Always check your facts. If you are not sure about a destination – and if you don’t have a particular brochure, offer to take the client’s details.