Location: Kilmarnock, Ayrshire
Shopping for: A holiday to Canada for an older couple who are interested in luxury train journeys
The agencies
First Choice
46, King Street, Kilmarnock
Score: 44%
Both consultants were busy when I entered and it took over four minutes for one of them to offer me assistance. Even then no apology was made for the length of my wait, nor was I offered a seat.
The consultant did not ask me some very basic questions about my holiday, like when and for how long I wanted to travel, and how many people would be going. The consultant didn’t volunteer information – I really had to push her for it.
She gave me a Cosmos Tourama: America, Canada, Europe and Worldwide brochure and told me to come back when I’d decided on a holiday.
She didn’t take my details or offer to follow up my enquiry. I wouldn’t go back to this agency as the consultant wasn’t very enthusiastic about my enquiry
Thomas Cook
95, King Street, Kilmarnock
Score: 59%
With 12 customers in the shop when I visited, it was a very busy time. Two of the seven agents saw me and none of them greeted me. I had to wait three minutes to be acknowledged.
The agent who served me gave me a brief summary of what was available, explaining the difference between escorted tours and more conventional holidays.
She apologised for not having a Canada brochure in stock and advised me they would get more in soon, but didn’t take my details or offer to send me one.
She gave me the Thomas Cook Escorted Tours brochure and did encourage me warmly to come back.
She was very friendly and tried to help but the consultation did not last very long and wasn’t in very great depth.
Thomson
61 King Street, Kilmarnock
Score: 85%
I had a two-minute wait in this agency – but the snacks provided and well stocked stands helped pass the time.
The agent who served me was very friendly and helpful, making several good suggestions and providing useful information on destinations and train journeys.
She offered to phone for quotes there and then, or let me go home, decide on a holiday and return. She gave me a business card, a Jetsave brochure and suggested upgrading on the Rocky Mountaineer.
Overall she was enthusiastic and knowledgeable. She lost points by not proactively pushing for the sale.
Although she asked me to return she didn’t take my details or offer to follow up the enquiry with me.
The winner
King World Travel
7 King Street, Kilmarnock
Score: 92%
All four agents were busy when I entered, but three acknowledged me immediately, which made me feel like a valued customer.
After the first agent who served me heard my holiday requirements she asked if I would mind waiting until the agent who specialised in Canadian holidays became available.
The two-minute wait was worthwhile because of the wealth of detailed information the expert offered. She gave me three brochures, suggested upgrading on train journeys, and told me about bus tours, and itineraries to Alaska.
She said she couldn’t do a full quote straight away, but took my details and offered to do more research and follow up next week.
This extremely positive and upbeat service gave me real confidence in the agency and I wouldn’t hesitate to return to the branch.
The two top-scoring agencies combined friendly customer service and detailed product knowledge.
Mystery Shopper was impressed that both agents tried to upsell and include add-ons as picking up on additional revenue streams will be key as the downturn begins to bite.
The winner edged ahead by actively pursuing the customer. Thomas Cook turned in a patchy performance – the agent was helpful, but a busy shop is no excuse for a half-hearted service. Apathy in First Choice resulted in a disappointing visit.
Selling tips
Tip 1: Air Transat Holidays, has added 100,000 extra seats for summer 2009, so there will be no shortage of seats because of the demise of Zoom Airlines.
Tip 2: Canada has many luxury train options, including the Royal Canadian Pacific and the Rocky Mountaineer (pictured), which follows four routes, including the Whistler Mountaineer from Vancouver to Whistler.
Tip 3:Countless tour operators offer Canadian rail breaks; try Cosmos, Explore, Ffestiniog, Gold Medal, Inghams, Jetsave, Kuoni, Page and Moy, Thomas Cook and Thomson.
Tip 4: For pristine, untouched wilderness, try the little-visited Northwest Territories. Audley offers itineraries in this area, including Yellowknife and the Nahanni National Park.
Tip 5: Suggest Vancouver to winter sports fans, which is playing host to the 2010 winter Olympics. Visitors can check out a number of the venues built for the event, and take the luxury .
Mystery Shopper scoring system
- 60% Advice and product knowledge
- 12% Customer service
- 8% External/internal appearance
- 7% Welcome
- 7% Farewell
- 6% Staff presentation