Location: Doncaster, South Yorkshire
Shopping for: A diving trip for a group of friends on a budget
The agencies
Dawson and Sanderson
13 Scott Lane, Doncaster
Score: 58%
Inside the shop, the brochures were tidy. I was acknowledged as soon as I entered and one of the three agents offered to help me.
After I told the consultant what I was looking for, she went to get the Thomson Egypt and Red Sea Riviera brochure, and the Longwood Holidays Egypt brochure. She showed me the diving sections of each brochure and advised that Egypt and the Maldives are popular places to learn and enjoy a good holiday.
The consultant didn’t attempt to make a sale or even tell me how much the holiday would cost, I was simply supplied with information. As I left, the consultant gave me her business card. I felt she could have done a lot more to help.
Thomson
17a St Sepulchre Gate, Doncaster
Score: 75%
The brochures were well stocked and tidy. One of the agents approached me immediately and asked me what kind of holiday I was looking for.
She was enthusiastic about my enquiry when I told her what I wanted and she found details of holidays in Greece, Turkey and Egypt. She also gave me prices from the Thomson Egypt and Nielsen Beach Club brochures. She also said that I could take a PADI course while on my holiday and explained what this entailed.
I was very satisfied with the information I received from the agent who was very enthusiastic in dealing with my enquiry. However, she didn’t take my details or try to make a sale.
Co-op Travel
37-39 St Sepulchre Gate, Doncaster
Score: 79%
There were three other customers in the shop when I went in, but I was invited to take a seat with one of the five agents.
The consultant produced details of holidays in Egypt, gave me prices from some brochures and also said that I could take a PADI course. She explained what this was and how much it would cost. She gave me the Thomson Egypt and Thomas Cook brochures to take away with me.
The agent who dealt with my enquiry was very friendly and enthusiastic.The consultant could have scored more highly by offering insurance – diving is not always included in standard policies – and offering a written or printed quote.
The winner
Thomas Cook
3 St Sepulchre Gate, Doncaster
Score: 98%
The shop windows displayed all the late deals, summer holidays and currency exchange rates. Inside the shop, brochure stands were tidy.
All the staff were smartly dressed and wearing name badges. I was acknowledged straight away and was invited to take a seat.
The agent took my details and began to look for a suitable holiday. I was shown the diving breaks in the Thomas Cook brochure and was advised that Egypt or Australia are popular places to learn. She gave me a quote to take away.
The agent also gave me a Thomas Cook brochure, her business card and even advised on insurance and vaccinations that would be necessary. She was enthusiastic and supplied all the information required and costed the holiday quickly and efficiently. I would have definitely made a booking.
Prize
Congratulations, Thomas Cook, Doncaster. One of your agents will be staying at Palm Island, the Grenadines, courtesy of Elite Island Resorts, after coming top in this week’s Mystery Shopper.
Palm Island lies on its own 135-acre island in the Grenadines. The five white sand beaches are complemented by 37 guest rooms that are dwarfed by the palm trees and styled with their island setting in mind.
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: Beginner divers have to take a four to five-day course leading to a PADI or BSAC qualification.
Tip 2: Red Sea resorts, such as Sharm el-Sheikh and Hurghada have a huge number of top quality diving schools and are good value for money, but can be busy. For a more chilled-out holiday, hippy hangout Dahab offers cultural sights too.
Tip 3: Book through dive specialists such as Regaldive, Dive Worldwide or Goldenjoy, which can make bookings for beginners.
Tip 4: Some travel insurance policies do not include diving so check with the operator whether an extra policy needs to be booked.
Tip 5: Suggest the Caribbean as clients can do sightseeing tours here as well as diving. Regaldive offers packages to Cuba where you can visit Havana, which has great nightlife, bars and restaurants.
Mystery Shopper scoring system
- 60% Advice and product knowledge
- 12% Customer service
- 8% External/internal appearance
- 7% Welcome
- 7% Farewell
- 6% Staff presentation