Location: Southend-on-Sea, Essex
Shopping for: A family want a summer holiday in Turkey, but are unsure where to go and what’s on offer
The agencies
First Choice
117a High Street, Southend-On-Sea
Score:43%
I was impressed by the appearance of this agency. It was tidy inside and the two agents were smartly presented.
Music was playing, which created a warm atmosphere. Unfortunately, this warmth did not continue once my consultation began.
As both agents were busy, I browsed the brochures and leaflets promoting deals until one became available. I told her I was looking for a family holiday in Turkey and I was looking for advice on what was available and what would suit me.
However, the agent asked only very cursory questions before giving me the First Choice Turkey brochure and suggesting I choose the destination I preferred myself.
She made no recommendation and offered no price quotes. The agent was not accommodating.
Thomas Cook
2 High Street, Southend-On-Sea
Score: 55%
This was a neat agency and busy when I visited, with seven customers being dealt with by four staff members.
After a minute one asked how she could help. I told her what I was looking for, stressing the importance of information and recommendations.
She gave me the Manos Thomas Cook Turkey brochure. I tried to extract information from her, asking what price bracket I’d be looking at. She told me a family holiday to an all-inclusive beach resort would cost from £2,000.
The consultation was rushed. She didn’t ask about my plans or make any suggestions. I got little more from her than the brochure.
She told me I could come again, but after this experience it’s unlikely I would choose to.
Going Places
11 High Street, Southend-On-Sea
Score: 88%
I was acknowledged when I entered this well-kept agency, even though all four agents were dealing with six customers.
When an agent became free, I told her I’d heard Turkey was good for families, but wanted to know more. She asked questions and told me her own experiences.
She showed me the Manos Turkey brochure and suggested Hisaronu, staying in the Perkikia Hill apartments. She said a trip for four would cost about £2,500 depending on location and accommodation.
She gave me a printed quote and her business card, and took my details to follow up my query. The agent took the time and trouble to make me feel welcome.
The winner
Thomson
123 High Street, Southend-On-Sea
Score: 89%
I was acknowledged immediately when I entered this agency and offered a seat.
I told the agent my query and she asked me questions to determine more about what I wanted. She asked if I had a destination in mind or if anywhere had been recommended.
She recommended Marmaris, Dalaman, Bodrum and Alanya as popular all-inclusive family destinations. She searched the system and generated a number of quotes for the different resorts.
An all-inclusive holiday for four was priced at about £3,000, with activities. She showed me the Manos Turkey brochure and invited me to return with any queries I had.
This agent was helpful and her knowledge of the destination convinced me she would find the right holiday for me.
A gulf separates the experiences Mystery Shopper had at the two lowest and highest scoring-agencies.
Agents at First Choice and Thomas Cook made the customer feel unwelcome by spending the briefest amount of time on queries. It’s inexcusable to thrust a brochure at a customer and tell them to come back later, but even more so when they’ve asked for recommendations.
Thankfully, the staff at Going Places and Thomson realised this, with impressive customer service and destination knowledge.
Selling tips
Tip 1: LykiaWorld resorts are popular with families because of their sporting facilities and children’s clubs. Golf fans should head to LykiaWorld and Links Golf Antalya, scheduled to open in Antalya on November 21. For a pretty beach, head to LykiaWorld Olu Deniz
Tip 2: Explore the Turkish coastline by taking a gulet cruise offered by operators such as Anatolian Sky and Thomas Cook.
Tip 3:For great nightlife and shopping, stay on the Bodrum Peninsula
Tip 4: Feeling adventurous? Take a balloon ride over Cappadocia, go paragliding in Olu Deniz or trek the Lycian Way, a footpath around the coast from Fethiye to Antalya.
Tip 5: For culture and beach, twin a few days in Istanbul with a beach break.
Mystery Shopper scoring system
- 60% Advice and product knowledge
- 12% Customer service
- 8% External/internal appearance
- 7% Welcome
- 7% Farewell
- 6% Staff presentation
