The Naked Agent
Scenario: A couple want to escape the city for a weekend of romance. WINNER
They are looking for a break from work and stress and want to spend
valuable time together to rekindle their relationship. Particular
requests include unique, romantic activities and a local setting.
Get personal!
Flight Centre, Norwood
On entering the agency I was greeted
with a wave and an eager request to
sit by an agent who appeared ready to
help out. She smiled warmly and asked
how she could assist. I explained that
I was looking to go away somewhere
romantic with my boyfriend for a
weekend break. The agent showed
me Cape Town as an option but only
provided me with other options at my
request. She turned her computer
screen to face me (which I appreciated)
but scrolled through various options too
quickly, almost as if she was choosing
options at random. She did not ask me
for a budget or any personal details,
such as if it was a special occasion.
Overall, the agent seemed in a hurry
to see me out. She did, however, call
about two hours later to inform me
that an upcoming public holiday could
extend my weekend away. There was no
follow-up email with information as she
had promised.
Flight Centre, Killarney Mall
The agent who assisted me was
friendly and organised. She asked
a series of questions before even
looking at her computer. She knew
what to ask and what to look for.
Her system seemed to be slow
and, while waiting, the conversation
lapsed, leaving me staring into the
distance. When she found results
matching my request, most of them
were way out of my budget range,
making me feel uncomfortable as
I had to keep saying “that’s a bit
too expensive”. She did, however,
suggest which areas in South Africa
would be best and told me briefly
about her own experiences, which
made me feel I could trust her
recommendations. Overall, I felt
that the agent was efficient and
experienced, but did not take my
budget requirements into account
STA Travel, Rosebank
When I walked into STA
Travel in Rosebank I was
greeted with warm smiles
and two agents offered
to help me. I sat with
Eleni Zachariou, who
was closest to the door.
When I asked if STA Travel
catered for local weekends
away, she replied with
an enthusiastic “we
do everything!”. Eleni
asked me what I was
looking for, and went straight on
to her computer searching for the
best deals. She gave me ‘inside’
information on which places would
be more affordable, and
which offered the best
value for money. Eleni
called later and sent an
email with a quote, then
followed up the next day
with another call. She
had a positive and helpful
attitude and made sure to
provide me with the best
options for a romantic
weekend away. Her
excitement in planning and
her eagerness to help were assets
for selling her options to me.
Eleni’s top tips
1.Talk to your client on a more
personal level. Find out all the small
details that will help you create a
getaway that’s more affordable, fun,
exciting and romantic.
2.Determine exactly what kind of trip
your client is looking for, from the
accommodation to the day activities.
3.Imagine you are booking a getaway
for yourself and your loved one.
What would you expect out of the
package? Make sure that you treat
your client the way you would want to
be treated.
