Location: Basildon, Essex
Shopping for: A trip to the Continent avoiding air travel in an attempt to reduce CO2 emissions
The agencies
Thomas Cook
2 Eastgate, Basildon
Score: 37%
The windows were clean with a variety of posters on display. Inside it was very neat and clean, with well-stocked brochure racks and tidy desks.
There were four agents who were busy serving six customers. I looked around and waited patiently for 10 minutes before an agent became available. I approached her and explained what I was looking for and my concerns about air travel. To my surprise she said regardless of the holiday, flights would be involved.
She suggested I look at some brochures, gave me her business card and told me to come back once I had chosen my holiday.
Admittedly the shop was very busy, but it was the agent’s lack of interest in my enquiry that made my visit a negative experience.
Thomson
48 East Walk, Basildon
Score: 47%
The windows were clean and well lit and, inside, the floors were clean and the racks were well stocked with brochures. Three agents were serving four customers. Within 10 seconds I was approached by an agent who politely offered me a seat and asked how she could help.
I explained what I was looking for and my concerns about climate change to which she replied that the agency only handled holidays involving flights.
She probably would have left it at that if I had not asked her for a brochure in an effort to continue the consultation. As I was leaving she suggested I could go on a cruise.
The agent made little effort to find a solution and I was far from impressed by her customer service skills.
First Choice
Unit 26 Eastgate Shopping Centre, Basildon
Score: 70%
The outside was very attractive and clean with lots of deals displayed in the window. Inside, the desks were neat and tidy and all the brochure racks were well stocked.
Four agents were present and seven customers were being advised. I was greeted within 12 seconds by a pleasant agent who offered me a seat as I explained the nature of my enquiry. She gathered a number of brochures and began to make suggestions, including cruises and city breaks.
Although I specifically asked about prices she simply gave me a brochure with her contact details on it and told me to decide for myself and then come back.
I felt the agent should have been more proactive.
The winner
The Co-operative Travel
38 East Walk, Basildon
Score: 89%
Outside, the agency looked impressive with a clean, inviting entrance. Inside was equally immaculate; desks were neat and tidy and brochures were displayed in their appropriate categories. There were three agents and three customers. I was greeted immediately by two of the agents, one of whom offered me a seat.
I explained what I was looking for and she began to ask a number of questions to ascertain my exact preferences. She gave a thorough explanation of my options and attempted to close the sale, although she did not give me a written quote or take my details.
I was given three brochures.I was pleased with the consultant’s knowledge and customer care skills and would have no hesitation in recommending the agency to others
This week’s Mystery Shopper
Despite increasing awareness of climate change, two of this week’s agencies failed to come up with an alternative to air transport.
Fortunately, the winner was knowledgeable enough to suggest different options and sufficiently skilled in customer service to attempt to close the sale.
Prize
Congratulations, First Choice, West Bromwich. One of your agents will be staying at Village Inn and Spa, St Lucia, courtesy of Elite Island Resorts, after coming top in this week’s Mystery Shopper.
The Village Inn and Spa is a quaint 76-room hotel located in the heart of Rodney Bay, offering a relaxing and intimate atmosphere. The hotel is located in Rodney Bay Village.
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.
Selling tips
Tip 1: Choose the right alternative to flying. Kids will enjoy the excitement of being on the ferry, older passengers may crave the security of an escorted coach tour and the speed of rail travel is better for short breaks.
Tip 2: Investigate operators such as Shearings Holidays, Leger, Grand UK, Insight Vacations, Cosmos Tourama, Eurostar, Rail Europe, European Rail, Brittany Ferries, Ffestiniog Travel, French Travel Service and Stena Line.
Tip 3: In environmental terms, Eurostar are going the extra mile. They offset each passenger journey so that it is carbon neutral.
Tip 4: Upgrade for extra comfort. Travel Eurostar Leisure Select and get a three-course meal at your seat, or choose an upgraded coach package for more legroom and a personal entertainment system with music and DVDs.
Tip 5: Investigate environmentally friendly accommodation options. Websites such as responsibletravel.com are good research tools. Some hotel groups recycle waste and water, source food locally and even have independent environmental certification, such as the Accor chain.
Mystery Shopper scoring system
- 60% Advice and product knowledge
- 12% Customer service
- 8% External/internal appearance
- 7% Welcome
- 7% Farewell
- 6% Staff presentation
Terms and conditions: Reservations must be made directly with Resort Marketing International (fax: 0870 160 9656). This prize is valid for a maximum of two adults. Reservations cannot be made more than two months prior to arrival date and are subject to resort availability. Certificates may not be redeemed for cash and are non-changeable. The prize is subject to changes without notice and are subject to availability and cannot be taken over Christmas, new year, Easter or January/February or school holidays. This offer does not include flights, transfers or insurance; the prize is for accommodation only. Should the hotel be sold or suffer any material change resulting in the closure of the property during the validity of this prize, Elite Island Resorts will be unable to honour the prize and cannot be held liable for alternative accommodation.