The Naked Agent
Be genuine!
Pentravel, City Bowl
Esihle Nomkuca was easy-going and approachable. She provided me
with various options for our group but ultimately recommended Vietnam and Thailand because the one provides a more cultural experience while the other would cater for the ‘shop and party’ experience that we were after. She spoke from experience as she described Thailand, also convincing me to visit three cities in each country and suggesting which cities would be cheaper for us. She also checked if there were any specials on offer for that time of year. Esihle admitted that she didn’t know much about Vietnam but searched for answers to my questions rather than just saying: “I don’t know.” However, she ultimately won me over towards the end of our conversation when she addressed each and every one of my needs: the experiences I was hoping to get out of the trip and the budget – which she said did not need to increase. She also called back within two hours to tell me that she had liaised with tour operators who had advised me to travel for longer because I would be paying the same amount if I stayed four days longer than the time frame I had given her. I was highly impressed by her service.
Harvey World Travel, Auckland Park
An impatient client would not have taken well to this consultant. After explaining that my friends and I were open to suggestions on where to visit within the south-east Asia region, the consultant immediately cut me off and said: “Tell me where you want to go so I can look up quotes.” Again I mentioned that we didn’t have any destination in particular in mind and asked if she could recommend anything. She sharply and impatiently repeated: “You must tell me the countries you want to visit.” Irritated by her tone, I suggested Thailand and Vietnam. She said this was an unpopular pairing, adding that “everyone is doing Vietnam and Cambodia”. What’s more, when I then told her I was hoping to travel in June 2016, she cut me off and said she could only book for travel this year. After asking if she had any other suggestions for me, she reiterated that Vietnam and Cambodia was the only package I should be looking at, and began to give me quotes – casually informing me that I was going to have to up my budget by R14 000pp. Again, I asked if there were any other packages and again she said no, going on to explain what activities would be included in this package. I suspected that she had a preferred agreement with a particular tour operator as she refused to give me any other suggestions. In the end, however, she recovered, demonstrating considerable knowledge on the areas in question. Too bad I had already been put off by her initial rudeness.
Munlin Travel, Parkwood
I initially put forward my request to the
person who answered the phone, not
knowing she was a receptionist. She
said she would transfer me to a travel
agent and then asked if I was enquiring
about an international trip. Bearing in
mind that I had already told her that I
was considering Thailand, Vietnam and
surrounding destinations, I wondered
whether she thought these countries
were actually cities within South
Africa. Nonetheless, I said yes and
repeated the scenario to the agent I
was transferred to, explaining that I just
wanted an idea of where to go and how
much it would cost. She said I would
have to once again repeat the scenario
in an email and send it to her, because
“the woman who deals with these
types of enquiries is not in today”. I did
not send this email, and instead called
another travel agency.
Esihle’s top tips
1.Try to get to know your client. You
are dealing with people’s dreams
therefore you should try to see what
they want and try your best to get it!
2.Be realistic. Some people want to
sample a whole continent in a week
– if it’s not possible, let them know.
3.Be genuine. If you let clients know
you have their interests at heart, why
wouldn’t they want to book with you?
Take note!
The purpose of the Naked Agent in this series is to access the experience from only a
sales skills perspective and not the effectiveness of the travel agency. TNW believes that
sales skills are increasingly important to travel agents and, in many cases, improvement
in selling skills is the easiest way to increase the prosperity of the agency and its
consultants. The Naked Agent is designed to raise awareness of the opportunity and
build awareness of the need.
Did you know?
Singapore is Asia’s top meeting and convention city, according to a
report conducted by the Union of International Associations (UIA)
and International Congress and Convention Association (ICCA).
Earlier this year, the city-state also retained its spot as the UIA’s top
international meeting city for the eighth year running. Both rankings
serve to emphasise that event owners continue to regard Singapore
as a top MICE destination. Singapore’s combination of excellent
infrastructure, efficiency, vibrant business ecosystem, knowledge
networks and strategic location in Asia are key attributes for meeting
planners considering the city as a destination.
Exotic experiences at an
affordable price
SOUTH-EAST Asia,
with its favourable
exchange rates,
has become increasingly
attractive to local travellers,
especially now that the rand
has hit all-time lows.
In fact, industry experts
seem to agree that
destinations within the
region have established
themselves as firm
favourites with South
Africans.
A significant part of the
appeal is the landscape of
the various countries within
the region, which are very
different to South Africa,
with their unique cultures,
languages and intriguing
cuisine, says Trafalgar md,
Theresa Szejwallo.
“Couple this with the fact
that certain destinations
in the region are visa-free
for SA passport holders for
stays of up to 30 days and
you have a winning recipe.”
Singapore Airlines
marketing development
manager, Sally George,
notes that the local MICE
industry in particular has
taken notice of South-east
Asia.
“Incentive groups are keen
to try new destinations such
as Vietnam and Cambodia,”
she says. Other experts
agree, these destinations
have emerged as a growing
trend, especially as part of
a packaged tour.
An easy sell!
There are a number of
reasons why the region
is an attractive sell for
agents. The fact that
South Africans do not
require visas for many
of the destinations
already places it at the top
of the list of easy-selling
options for travel agents,
says Annemarie Lexow,
sales and marketing
manager at TravelVision.
Singapore, Thailand,
Malaysia and Bali are all
visa-free.
What’s more, access is
relatively easy through
an extensive network of
flights offered by SAA,
Etihad, Qatar, Emirates,
Cathay Pacific and
Singapore Airlines, points
out Checkout Tours
product and operations
manager, Christopher
Simonsen.
“Airfares are cheap and
many tour operators have
great package deals –
particularly to Thailand
and Bali,” notes Sally,
adding that Singapore
Airlines offers daily flights
from Johannesburg with
good connections to all
the major gateways in the
region.
For Christopher, the
destination sells itself.
“South-east Asia has so
much to offer that agents
are spoiled for choice,”
he says. “Checkout Tours
also offers product and
destination training to
agents – making it even
easier to sell to their
clients.”
When agents book
clients on a Trafalgarguided
holiday to these
countries, they can rest
assured that all the details
will be taken care of and
that a local travel director
– who speaks English
and the local language
– will make their holiday
memorable, says Theresa.
“We take away the hassle
of arranging everything
yourself.”
Book it!
Trade and Tourism Solutions is running a 13-night, 14-day special for Vietnam and Cambodia. From
R24 320pps, travellers will visit Hanoi, Ha Long, Hue, Saigon (Ho Chi Minh City), Siem Reap and Chau
Doc. The offer includes transfers by private air-conditioned vehicle, a local English-speaking guide,
accommodation in twin/double-share rooms, cruises in Ha Long, entrance fees for all sightseeing as
mentioned in the itinerary (on request), 13 breakfasts, 12 lunches and eight dinners. Flights (from Hanoi
to Hue, Da Nang to Saigon and appropriate taxes) are all included as are all appropriate service fees.
Something for everyone
South-east Asia offers
options for travellers
working with different
types of budgets. Sally
says in Singapore highend
travellers who want to
splash out can stay at the
famous Marina Bay Sands,
while budget travellers
have the option to stay
at a three-star hotel and
eat out at the local food
courts. “This is a very
cheap way to dine and
experience Singapore’s
local food,” she notes.
According to Annemarie,
South-east Asian
destinations always seem
to have something new
to offer. “From shopping
vouchers to excellent
accommodation deals and
additional value-ads like
spa treatments included
at some resorts, there is
something for everyone,”
she says.
According to Christopher,
Thailand, Laos, Burma
and Malaysia are generally
more cost effective than
Cambodia and Vietnam,
and packaged tours to
Cambodia and Vietnam
that include guides will
work out to be much
pricier than multi-city trips
around Thailand. “Sevennight
beach packages to
Phuket, for example, start
at around R9 000 per
person sharing, including
flights, accommodation,
transfers, breakfast and
taxes,” says Christopher.
“That makes Phuket even
cheaper than some of the
closer tropical destinations
in the Indian Ocean.”
Bali is one of the most
expensive destinations
in the region to visit
because there are no
direct flights, which adds
to the cost of reaching
the destination, says
Annemarie. “Singapore
is mostly a stop-over
destination, although
the accommodation and
shopping will attract the
more affluent traveller.”
Local laws and customs
As TravelVision’s Annemarie
points out, there are always
laws that a traveller needs
to comply with when visiting
a foreign country and it is
imperative that they are wellversed
on these before they
depart.
According to Theresa,
it is also important that
those travelling to Southeast
Asia be mindful of the
local cultural nuances. “For
example, travellers should
never touch the head of any
local in any of the countries
in this region,” she says.
“Most of these countries
adhere to Buddhist norms
and the head is seen as
sacred and should never be
touched or rubbed.”
In Cambodia, says
Theresa, travellers are
advised to ask permission
before taking pictures of
people – especially monks.
“Vietnam forbids the taking
of photographs at ports,
harbours and airports,”
she adds. Travellers should
also greet all locals with
the traditional bow, holding
their hands together at
chest level. “And never leave
chopsticks sticking upright
in a bowl of rice as this has
strong death connotations,”
advises Theresa.
She further advises
travellers to respect the
local customs at temples
and places of worship by
removing their footwear
before entering. “Wearing
shorts or revealing clothes in
places of worship in Thailand
and Bali should also be
avoided,” Christopher adds.
Sally jokes that Singapore
is known as “fine city”.
“Travellers can receive fines
for jay walking, dropping litter
and even chewing gum.” The
death penalty applies for
drug traffickers in this city,
she adds.
Lesley Simpson,
spokesperson for the
Tourism Authority of Thailand,
says Thai people live
peaceful, simple lives but
they also follow a few rules.
For instance, travellers must
not point at other people
– and they must especially
avoid pointing with their feet.
“Also, they must not talk
about the King, they must
eat off a spoon, not a fork,
and they must not raise their
voice at anyone,” she says.
Did you know?
Air Mauritius and Hong Kong Airlines have entered into a codeshare agreement to provide travellers with
enhanced opportunities to Mauritius. Under the codeshare, Hong Kong Airlines will place its HX code on Air
Mauritius’s twice-weekly direct flights between Hong Kong and Mauritius. Hong Kong Airlines codeshares on
Air Mauritius’s flight MK640/HK 1640 departing Hong Kong at 01h30 to arrive in Mauritius at 07h15 every
Tuesday and Saturday, as well as flight MK641/HK1641, which departs Mauritius at 20h45 every Thursday and
Sunday to arrive in Hong Kong at 10h30 the next day.
Thailand offers great value
THE most popular destination
in the region, Thailand is also
the second most popular
destination for outbound
South Africans. “This makes
it an easy sell all on its own,”
maintains Lesley Simpson.
“Travellers get such good value
for money, which maintains
its attractiveness as a
destination.”
Lesley says Thailand is
more than just Phuket and
Bangkok. She admits that
most first-time Thailand
visitors will initially choose
Phuket for its reputation
of fun in the sun, however
many repeat visitors look for
new areas and experiences.
“Some of these include the
likes of Khao Lak in the north
of Phuket, and parks such
as Khao Sok National Park.”
Travellers are also advised to
visit places such as Elephant
Hills, which offers a genuine
interactive experience with
Asian elephants and a unique
camping ground offering tented
accommodation floating on
water. “Other destinations that
have caught the attention of
South African travellers are the
Zeavola resort in the Phi Phi
islands – especially popular
with honeymooners.”
Christopher Simonsen
agrees that destinations
like Chiang Mai, Krabi and
Khao Lak are becoming more
mainstream. “And for the welltravelled,
new up-and-coming
destinations within Surat
Thani, Chumpon and Khanom
are also becoming more
popular.”
Lesley says Phuket has,
arguably, the cheapest hotel
accommodation but is more
expensive in terms of food,
drink and activities. “If visiting
Chiang Mai and Chiang Rai
in the north of Thailand, the
food and clothing are far
cheaper than in Phuket and
other cities in the south. The
appeal in the north is more
about culture and adventure
activities,” she notes.
Book it!
Encore Cruises has a variety of voyages on offer in South-east Asia
at great prices.
Sail from Singapore to Bangkok for 16 nights from January 18 to
February 3 from US$6 499pp (R88 153). Ports of call include
Penang, Sabang, Yangon (Burma), Phuket, Langkawi and Kuala
Lumpur.
Sail from Bangkok to Hong Kong for 17 nights from February
3-20 from US$7 499pp (R101 729) visiting ports of call such
as Koh Samui, Sihanoukville, Ho Chi Minh City (Saigon), Maura,
Kota Kinabalu, Boracay Island and Manila.
Sail from Hong Kong to Tokyo for 16 nights from February
20-March 7 from US$6 599pp (R89 520) visiting ports of call
such as Xiamen, Shanghai, Beijing, Seoul and Kyoto, or sail from
Singapore to Dubai for 20 nights from April 12-May 2 from
US$7 299pp (R99 019) visiting ports of call such as Kuala
Lumpur, Penang, Phuket, Mangalore, Mumbai and Abu Dhabi.
Book it!
Trafalgar’s Secrets of Thailand guided holiday starts from
R29 995 per person twin share for ten days exploring Bangkok,
Kanchanaburi and Chiang Mai. This includes a city tour of
Bangkok and a village tour of Ban Mae Kampong, a cruise along
the Mekong River, a visit to the Bridge over the River Kwai in
Kanchanaburi, views of the Golden Triangle where Myanmar,
Thailand and Laos converge, and a visit to Wat Pho Temple, the
Grand Palace, Damnoen Saduak floating market in Bangkok, and
the Hall of Opium. The package also includes accommodation with
buffet breakfast daily, three dinners and five lunches (including
the Be My Guest lunch). All hotel tips, charges and local taxes –
including porter service plus transportation and airport transfers
are includedTrafalgar’s Secrets of Thailand guided holiday starts from
R29 995 per person twin share for ten days exploring Bangkok,
Kanchanaburi and Chiang Mai. This includes a city tour of
Bangkok and a village tour of Ban Mae Kampong, a cruise along
the Mekong River, a visit to the Bridge over the River Kwai in
Kanchanaburi, views of the Golden Triangle where Myanmar,
Thailand and Laos converge, and a visit to Wat Pho Temple, the
Grand Palace, Damnoen Saduak floating market in Bangkok, and
the Hall of Opium. The package also includes accommodation with
buffet breakfast daily, three dinners and five lunches (including
the Be My Guest lunch). All hotel tips, charges and local taxes –
including porter service plus transportation and airport transfers
are included.
Checkout Tours is offering a four-star Hong Kong and Krabi special
from R18 782pps. The offer is valid until October 31 and includes
return flights and taxes, three nights in Hong Kong and seven
nights in Krabi, with breakfast daily and return airport transfers.
Kulula holidays is currently running a special for the Old Phuket
Karon Beach Resort in Thailand. Travellers can stay at the
four-star resort for prices starting from R12 100 leaving from
Johannesburg, R14 074 from Cape Town and R13 754 from
Durban, all inclusive of taxes. The offer includes a welcome drink
on arrival, a round-trip shuttle to the Central Festival Department
Store and a one-way transfer to Patong Beach (as per the hotel’s
schedule). It also includes one Thai dinner (food only) for two
people at Chili Restaurant and a 30-minute foot massage for two
adults. The offer is valid from November 1 to December 9 and
bookings must be paid for by October 31.
Thompsons Holidays is offering a seven-night special for the
three-star Asana Agung Putra Hotel in Bali. The offer includes
return flights from Johannesburg to Bali, airline levies, return
transfers, breakfast daily, two full-day tours, one half-day tour
and a welcome drink on arrival. Fares start from R11 975pps
ex-Johannesburg, R13 199pps ex-Cape Town and R13 839pps
ex-Durban. The offer is valid until December 14.
