http://www.travelweekly.co.uk/Articles/2009/02/12/30235/multiple-agencies-are-outperforming-independent-rivals.html
Can this be true? Is the truth that multiples are now selling more add-ons or are independents not focussing on add-ons?
Difficult to say as it is only the view of one supplier, but I think customer service at the multiples is extremely competitive and any independent who thinks they can do better needs to shout about it.
I've gained so much from both companies, I've worked for TUI & currently working at an independent travel agency. They've both given me valuable skills towards being a travel agent.
However, yes Thomsons we did focus on selling the 'add-on's and 'extras', however I must admit my work was very slim in comparison to working where I am now which involves much more work and research for a client, therefore the little extra's are not always brought up at first hand enquiries, this is probably why we lack in that sense, however I always offer the extra services once the holiday draws nearer/giving tickets out to clients.
By no means do this indicate we are less superior, however working here I have definitley learnt you cannot rush a person to purchase something as soon as you offer them, we work at it and if somethings not right we fix it or change it, that's because as an independant we can offer them so much more than an independent agent. At High streets Multiples you are 'driven' to only selling certain products, thus restraining clients whereas in an independant you have the freedom, this you can pass on to your clients at the same time . At thomsons/first choice, it was bog standard 'you either sell thomsons/first choice' if you can't sell them that then there's no point getting TC brochures and prices out because they'll jsut walk over the road and get it there cheaper.
Very interesting reply QueenBee! Do you think it is fair to say there is less pressure or emphasis on closing a sale at the first consultation at an independent, therefore you have more time to get the main aspects of the holiday right before adding on the extras?
Oh definitley, we have to make sure the main core (the holiday) is perfect and to the clients liking & tastes before we start worrying about carparking/overnight hotels etc, however alot of our clients get taxi's to the airport & prefer to travel without any hassle etc, so sometimes there's no need.
There's no point getting excited about the trimmings if you haven't got the meat!
I notice again this came up with attraction world saying agents not selling extras. We had a chat with there sales team and found our bookings (not just of there products) have gone up now they put it more into our mind. However I can say before we did not offer extras.
I think independents as a whole are a lot more relaxed, just to ask the question is about a pressured as it gets. We have also found a lot of people saying I did not know you did that.
Also there a good income on extras that I do not think we realised before we had the chat. On a standard package holiday to Egypt we found just by offering extras that we received an extra 218.00 of commission for less than 2 hours work.(Some of the extras where on request, if they where on free sale it would of taken just over an hour).