Location: Wigan, Lancashire
Shopping for: A short break for two in Toronto
The agencies
Thomas Cook
26 Market Place, Wigan
Score: 60%
The exterior of the agency required minor repairs, with flaky paint work and the windows looked empty due to a lack of display material.
Inside, the shop was split over two floors, I found the narrow winding staircase quite hazardous. However, the shop interior was well merchandised with offers, and brochures neatly arranged.
There were six agents and three customers and I waited two minutes before speaking to an employee, who had been chatting to another agent about non-work matters.
The agent was a little lukewarm in her approach and I often had to prompt her for information. Suitable hotels were discussed, but the agent was quite unenthusiastic about the destination’s sites and attractions. I received a pleasant farewell but was not overly satisfied
Worldchoice
34 Market Street, Wigan
Score: 86%
The exterior was clean and displayed well-merchandised posters in the windows.
Inside, the shop was tidy and organised, with brochures neatly arranged in different sections of the shop. Four staff and two customers were inside, and I was approached by an agent who was smartly dressed, but was not wearing a name badge.
She asked questions regarding budget, destination and special requirements, while referring to two brochures. The hotels suggested were suitable for my needs and the agent was clear and enthusiastic when providing details of the destination.
Upon leaving, I was thanked for my enquiry and encouraged to return again soon. I was impressed with the agent’s attentive service and non-pushy attitude.
First Choice
4 Market Place, Wigan
Score: 93%
The windows of the agency were full of last-minute offers and neatly arranged displays.
Inside, the shop was bright and welcoming, with no obstructions. The brochure displays looked fully stocked and tidy.When I walked in, there were four agents and three customers. An agent greeted me and asked how she could help. She was friendly, professional and polite throughout.
The agent recommended hotels that had previously received good customer reviews. I was also asked about insurance and car hire for the trip.
Before leaving, I was given a printout of hotel prices and a business card. All in all, I was extremely impressed.
The winner
Thomson
4 Market Place, Wigan
Score: 96%
The agency’s exterior appearance was very impressive, with clean windows and plenty of tempting, well merchandised holiday offers. Inside, the shop was extremely clean and tidy and brochures were fully stocked.
Upon entering, I was acknowledged immediately and greeted by an agent. She invited me to take a seat and asked what I was looking for. The agent was quick to identify the type of accommodation and price range I was looking for, and suggested three hotels.
She advised me on car hire and the possibility of a hotel upgrade and offered to make a reservation.Upon leaving, I was given a friendly farewell and advised that I could book by telephone. The agent was knowledgeable, competent and attentive
About this week’s Mystery Shopper
Congratulations all round to this week’s Mystery Shopper agents. On the whole, the standards were extremely high, with only Thomas Cook lagging a little behind due to its agents’ lack of enthusiasm and the shop’s untidy exterior. Worldchoice scored well but was trumped by this week’s two outstanding agencies: Thomson and First Choice. Thomson’s agent narrowly scooped the prize with an astounding 96%, winning over the judge with her competence, positive attitude and detailed destination knowledge.
Prize
Congratulations, Thomson, Wigan. One of your agents will be staying at Long Bay Beach Club, Tortola, British Virgin Islands, courtesy of Elite Island Resorts, after coming top in this week’s Mystery Shopper.
This week’s prizeLong Bay Beach Club, Tortola, British Virgin Islands. This adults-only hotel is a romantic boutique hideaway. It offers a low-key ambience. Accommodation is in 50 suites, and guests can enjoy water sports off the beach or unwind in the hotel spa.
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: Canada’s national tower, the CN Tower, is an icon of Toronto and the world’s tallest building, at 553 metres. Travel to the look-out point at 346 metres in a high-speed lift for panoramics of the city.
Tip 2:Buy a City Pass to see a range of attractions including the CN Tower. The pass provides savings of around 50% on admission charges. The cost is £33 per adult and £25 per child. Book through Travel 4.
Tip 3:Embrace the city’s varied culture by exploring Chinatown, Little Italy and Portugal Village
Tip 4: For comprehensive hotel reviews, visit gazetteers.com, which recommends Best Western Primrose as a budget option or Four Seasons Toronto for upmarket clientele.
Tip 5:Spend an evening at the theatre. Toronto’s entertainment district is the third largest theatre centre in the world after London and New York.
Mystery Shopper scoring system
- 60% Advice and product knowledge
- 12% Customer service
- 8% External/internal appearance
- 7% Welcome
- 7% Farewell
- 6% Staff presentation