Location: Newport, Gwent
Shopping for: A break in Scandinavia for a young couple, taking in the Northern Lights
The agencies
Going Places
80-81 Bridge Street, Newport
Score: 36%
I headed towards the brochures and after a few minutes an employee approached me.
I told her I was interested in visiting Scandinavia and especially wanted to see the Northern Lights, but she asked me to repeat the question because she had never heard of the Northern Lights.
She didn’t offer any brochures and went to look it up on the Internet. She came back and told me she had no clue about it because she had looked on the Internet and the search has only revealed books on the subject.
She went away to ask a colleague for help and came back only to tell me that I could not see the Northern Lights from Scandinavia and that I would have to go to Canada.
I was disappointed with this consultant’s lack of knowledge.
Thomson
140 Commercial Street, Newport
Score: 56%
After five minutes an employee asked if I wanted a tea or coffee and apologised for the wait.
It took almost half an hour of being in the store before I got to speak to an employee. When I told the consultant what I wanted she said she wasn’t familiar with the region, asked me some questions, and then spoke to a colleague.
She came back and told me that the agency sold coach holidays to Scandinavia but they had unfortunately run out of brochures for this. When I asked if she could help any further, she declined and offered me a city break brochure.
Although she did not answer my request I still found the consultant enthusiastic and eager to help me. The store became increasingly busy so I decided to leave.
Thomas Cook
144 Commercial Street, Newport
Score: 70%
All three of the employees were busy, so it was 10 minutes before I was approached by a consultant.
She was very patient in trying to find a suitable solution to my request. While I felt her product knowledge was weak in the area I was asking about, she more than made up for it in helpfulness. She found information about a company called Cresta and discovered that Thomas Cook Select also offers this trip.
She offered two hotel options, car parking and quoted me for insurance. She told me if I booked with Thomas Cook I would get a preferential currency rate, and gave me the Thomas Cook Cities and Short Breaks brochure.
I felt the service provided here was thorough, and the staff were very friendly and helpful.
The winner
First Choice Holiday Hypermarket
Newport Retail Park, Newport
Score: 76%
After five minutes an employee offered to help me. I explained what I was looking for and she looked on the computer to source information.
She suggested a cruise and found a brochure that contained information on door-to-door trips. She also found a tour operator running four and five-night cruises, called them and got me a quick quote and date availability for March 21.
The company was Hurtigruten, and it offered two price options, which the consultant explained to me.
She said I could extend the holiday by adding extra nights and gave me some options for pre-bookable tours and cabin upgrades. She handed me a print-out showing the two options. She was friendly, helpful and competent throughout.
Prize
Congratulations, First Choice Holiday Hypermarket, Newport. One of your agents will be staying at Windjammer Landing, St Lucia, courtesy of Elite Island Resorts, after coming top in this week’s Mystery Shopper.
Windjammer Landing Villa Beach Resort, St Lucia, offers an exotic Caribbean location. This tropical resort offers private luxury accommodation and spacious villa living.
Every week for the next year the travel consultant who gets the highest Mystery Shopper score will win a seven-night stay for two people at an Elite Island Resorts property. Flights are not included.
Selling tips
Tip 1: The Northern Lights are coloured lights in the sky, best seen at night. Scandinavia is the most famous place to see them.
Tip 2: The best places to spot the Northern Lights are Tromso and Finnmark in Norway where they can be spotted every other clear night. Activities in Tromso also include ice fishing, snowmobile safari and cross-country skiing.
Tip 3: The best time to spot the Northern Lights is during clear, dark winter nights, between November and April. It is not guaranteed that visitors will see
the lights.
Tip 4: Iceland is a top destination for viewing the Northern Lights. Other attractions include thermal baths, such as the Blue Lagoon, waterfalls, geysers and the nightlife of its capital Reykjavik.
Tip 5: Suggest a cruise to view the lights while at sea. Hurtigruten has a cruise from Bergen to Tromso in Norway.
- Related training:Hurtigruten on TWacademy
Mystery Shopper scoring system
- 60% Advice and product knowledge
- 12% Customer service
- 8% External/internal appearance
- 7% Welcome
- 7% Farewell
- 6% Staff presentation