The results from Jetset Travelworld Network’s “Lasting Impressions” mystery shopping surveys held nationally earlier this year has revealed agents’ seeming reluctance to close a sale at the point of consultation, according to Operations Manager, Sandy Osborne.

Presenting the results to agents at the network’s National Conference in Adelaide over the weekend, Ms Osborne said the survey conducted by Personally Recommended was designed to focus on a customer’s overall experience at an agency and their likelihood to book and recommend an office as well as the brand.

“The results of the program clearly showed where we excel, including our environment, the welcome we provide our customers and the strength of our knowledge, but also demonstrated we have opportunities for immediate improvement in better listening to our clients and closing the deal,” Ms Osborne said.

Measuring a range of office and staff attributes including presentation of agencies and agents, service and advice, product knowledge, closing the sale, follow up and representation of the brand, agents scored an average of 62 per cent, with the highest office rating 98 per cent and the lowest 6 per cent.
“The results have been really good for us, and we need to focus on converting sales.  Gen Y agents will ask for the business and go that one step further, which we need to work on,” JTN General Manager, Retail, Julie Primmer told e-Travel Blackboard.

Ms Osborne outlined areas for improvement including up selling ancillary products including insurance, flight class, car hire, asking customers for their budgets upfront, closing the sale immediately, as well as promoting the Network’s point of difference as the only group to offer Flybuys.