Location: Uxbridge, Middlesex
Shopping for: A two-week trip to Africa for a middle-aged couple
The agencies
Thomson
162 High Street, Uxbridge
Score: 52%
My first impression of the store was not good – the windows were dirty and the floor inside was strewn with paper. There were hardly any brochures on the stands and the staff were not wearing name badges – one was wearing jeans and trainers. I had to wait nine minutes before I was seen. When I did talk to a consultant she suggested some destinations in North Africa and looked up excursions on the web. The agent gave me some brochures and a business card before thanking me and saying goodbye. There was no attempt to close a sale. Although I was impressed with her friendliness, it didn’t make up for the untidiness of the store or the length of time I had to wait.
Thomas Cook
5-7 Pantile Walk, Uxbridge
Score: 63%
When I entered the store only two of the five consultants were serving, but it still took two minutes for them to acknowledge me. The interior was clean and tidy with plenty of brochures, although, curiously, the one poster on the wall actually had nothing on it. When I was approached, the consultant explained I had a wide choice of destinations to choose from. She recommended Kenya or South Africa, gave me some relevant brochures and suggested I look at them with my husband. She said once we had made our decision we could return to get the trip priced up. Although she did not attempt to close the sale or sell any add-ons, the consultant was polite and quite friendly.
The Co-operative Travel
5 Swakeleys Road, Uxbridge
Score: 81%
On entry there were three employees and no customers. I was acknowledged as soon as I entered the store and I explained what I was looking for.The consultant told me it would be best if I spoke to her colleague and passed me straight over. The colleague suggested Kenya or South Africa and gave me brochures and her business card to take away. She told me which days she worked and said she would tailor-make the holiday for me if I came back, adding that The Co-operative Travel offers the best deals. She then thanked me and bade me goodbye. Although costs were not discussed, the agent did a good job. The shop was clean and tidy, I was served immediately and the staff were friendly and efficient.
The winner
Flight Centre
The Chimes Shopping Centre, High St, Uxbridge
Score: 87%
On entering the shop, there were two employees and no customers. I was greeted straight away by a friendly member of staff who talked me through the options over one of the brochures. She suggested some excursions and explained the various ways I could see the different countries. I was handed three brochures – Flight Centre Africa and Southern Africa and Acacia Africa – and her business card and was told to contact her to discuss prices. She thanked me and said goodbye. Her manner was extremely enthusiastic and I was delighted that she seemed genuinely interested in creating an exciting holiday for me. This was a very attentive and competent consultant who was more than happy to answer all my questions. All in all, I received a very positive impression of this agency.
The results of Mystery Shopper’s quest were mixed: on the plus side, all the agents were friendly and polite but Thomson in particular had a casual attitude – making Mystery Shopper wait nine minutes before being acknowledged.
The winner demonstrated the very best in customer service, being enthusiastic, efficient and full of knowledge.
Prize
Congratulations, Flight Centre, Uxbridge. One of your agents will be staying at Bahama Bay, Orlando, Florida, courtesy of Elite Island Resorts, after coming top in this week’s Mystery Shopper.
This week’s prizeBahama Bay, Orlando, FloridaThe newest all-villa resort in Orlando is set within 70 acres of tropical gardens, white sands and shimmering waters – and it’s just minutes away from the area’s best attractions.
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: Those with an interest in history should head for the museums, battlefields and historic towns of KwaZulu-Natal. Visit the battlefields of Isandlwana, Rorke’s Drift and Furgative’s Drift.
Tip 2: Wine enthusiasts can join the wine route of Cape Winelands and Garden Route.
Tip 3: Suggest a beach holiday along the Mozambique coastline.
Adrenaline junkies should make a beeline for Victoria Falls, wherevisitors can go white-water rafting or go bungee jumping off Victoria Falls Bridge. Those less adventurous can take a helicopter flight over the falls.Tip 5:Head to KwaZulu-Natal and the coast of the Eastern Cape between May and July for the Sardine Run where the ocean is awash with the fish. See them via a diving excursion or from a microlight.
Mystery Shopper scoring system
- 60% Advice and product knowledge
- 12% Customer service
- 8% External/internal appearance
- 7% Welcome
- 7% Farewell
- 6% Staff presentation