Location: Woking, Surrey
Shopping for: a last-minute European ski holiday for a young couple
The agencies
Woking Travel Centre
39 Monument Road, Woking
Score: 30%
The first thing I noticed was that the area outside the building was clean and tidy, although there were no appealing displays in the window.
On entering the shop, which was very presentable inside, I was greeted straight away. There were no brochure displays, just two staff members sitting behind a desk. Neither of the employees were wearing name badges.
As there were no other customers in the store, I was immediately offered help.
My visit came to a sudden end when I explained that I wanted to go on a skiing holiday – the consultant politely explained this store did not deal with ski holidays and that I would need to go into town to find a suitable agency.
Thomson
23 Commercial Way, Woking
Score: 80%
A consultant greeted me and offered me help as soon as I walked in the shop. I explained I wanted to go on a skiing holiday with my partner before the end of the season.
She checked on the computer and found two suitable holidays – one in France and the other in Austria. She wrote down the prices and other relevant information.
She explained that she had no brochures available that were relevant to my request and told me it would need to be booked fairly swiftly or the holiday would no longer be available.
I said I’d like to go away and think about it. She gave me the information sheet, her name and the store’s phone number.
The service I received here was very friendly and helpful, and I would recommend it to others.
Thomas Cook
2 Mercia Walk, Woking
Score: 87%
I entered the store, browsed the brochures and was greeted within two minutes.
The agent asked what type of holiday I was after and if I’d just like to take away some brochures or check availability. I explained that I wanted to get away for a skiing holiday before the end of the season and she asked a few questions to get some more details.
We looked through brochures from Airtours and Neilson. The agent proceeded to check the system for availability and came up with a couple of bargain holidays – one of them, in France, was offered at a good price.
She also asked if I’d like insurance, printed me a price plan, and gave me her contact details and both brochures to take away. She was warm and friendly throughout the consultation.
The winner
First Choice
21 Commercial Way, Woking
Score: 95%
I was acknowledged straight away by all three employees. I looked at the brochure displays and an agent came over and asked if she could help me.
When I explained what I was looking for, the consultant asked questions to narrow down my needs. She found a resort in Finland and showed me details in the First Choice brochure.
She explained what made a good deal and proceeded to tell me all about the resort, adding that if I wanted to talk it through with my partner I could call her later and book over the phone to be sure to get that time and price.
She printed me a costing and also gave me a brochure and her business card. The level of information I was given and the friendliness and enthusiasm shown by the staff were all fantastic.
Prize
Congratulations, First Choice, Woking. One of your agents will be staying at The Grand Pineapple Beach, Antigua courtesy of Elite Island Resorts.
Every week for the next year the travel consultant who gets the highest Mystery Shopper score will win a seven-night stay for two at an Elite Island Resorts property. Flights are not included.
The agent who scores the highest mark each quarter will receive a bonus prize. There will also be a grand prize for the agent declared the overall winner in June 2008.
Ski selling tips
Tip 1: Look for high-altitude resorts – the higher the mountains, the better the snow guarantee. This year, ski operators say France has had the best snow cover in 10 years.
Tip 2: During late season, slopes are less crowded and weather is milder and sunnier. Also, guests can avoid peak school holiday dates in February.
Tip 3: Check the weather reports in resort at websites such as skiclub.co.uk – you can even show clients live web feeds from the mountains.
Tip 4: Most resorts start closing from March 22 and the last departure date is normally mid-April.
Tip 5: Inghams recommends high-altitude resorts such as Obergurgl or Ischgl in Austria; Val Thorens and Courchevel 1850 in France; Zermatt and Saas Fee in Switzerland or Banff and Whistler in Canada. All of these resorts stay open until mid-April and have good snow records.
Mystery Shopper scoring system
- 25% External/internal appearance
- 25% Sales technique
- 10% Availability checked
- 20% Product knowledge
- 10% Details explained
- 10% Request matched