Location: Darlington, County Durham
Shopping for: A new experience for a safari-loving couple who have been to South Africa and Kenya
The agencies
Hays Travel
2 Cockerton Green, Darlington
Score: 72%
This was a well-presented, busy agency. I was acknowledged with a smile by an agent on the phone, who approached me when the call was finished.
The consultant offered the Virgin Holidays and Thomas Cook Signature Africa brochures, but admitted she had not been on a safari. We looked at the destinations and she asked whether I had considered Botswana.She asked what I wanted from the holiday, but no prices were discussed.
I wasn’t offered a seat and the discussion was quite brief. The agent was very pleasant and helpful, but didn’t attempt to sell anything.She gave me her business card and some brochures to take away and digest. It was an enjoyable visit.
Thomson
8 Prospect Place, Darlington
Score: 77%
This shop was clean and bright and I was approached by an agent who listened attentively to my request, asking about budget, accommodation, possible dates and where I wanted to fly from.
She looked at the Thomson Worldwide and Kuoni brochures and also mentioned Hayes and Jarvis. She explained Thomson is ATOL protected and I could save £100 per booking on certain holidays.
No quote was offered, but the agent gave me her card and told me to contact her if anything caught my eye. She also referred me to the Thomson website for more information.
Although I was disappointed not to be offered a seat to discuss the options in more detail, the friendliness and professionalism of the agent was good.
Thomas Cook
9 Lower Street, Kettering
Score: 78%
As I walked in to this warm and inviting agency, I had a quick browse of the brochure area before being offered a seat.
On explaining my request, the agent sought the advice of a colleague, discussing several regions in the Thomas Cook Signature Worldwide and Thomas Cook Signature Africa brochures.
I was told about a temporary 10% discount and we discussed prices, but didn’t touch on extras or search for availability on my chosen dates. The agent gave me her card, thanked me for my visit and told to me to contact her if I needed anything.
No attempt was made to get my personal details, but the agent was polite, professional, and tried hard to assist me.
The winner
The Co-operative Travel
10 Bondgate, Darlington
Score: 98%
The service here was excellent. The agent listened patiently, asking about dates, flexibility, departure airport, budget and type of safari.
She explained safaris are usually twin-centres and studied the Thomas Cook Signature Africa brochure and the Virgin Holidays Africa brochure, before contacting Virgin to check further options.
She offered me a drink while she was on the phone. She then suggested a twin-centre Virgin trip, flying Gatwick to Windhoek, for the 10-night Namibia Discovery tour, then flying to Cape Town for four nights. The cost was £5,020 with free insurance or airport parking.
She advised me to book soon and said she could offer to price match other agencies. She stapled her card to the brochures and took my mobile number, phoning me the next day to follow up.
Selling tips
Tip 1: For safari-goers looking to branch out, suggest Namibia’s Etosha National Park, Chobe or the Okavango Delta in Botswana or even a walking safari in Zambia’s Luangwa Valley.
Tip 2: For a different safari, send clients to Namibia’s Skeleton Coast. The stark shores are menaced by rough seas, and inland, visitors can spot lions, leopards and elephants.
Tip 3: Visitors to Namibia shouldn’t miss the towering apricot-coloured sand dunes at Sossusvlei. They can stay in one the nearby luxury desert resorts.
Tip 4: Namibia is home to one of the world’s largest gorges. Fish River Canyon slices 550 metres deep, and visitors can hike or horse ride into it, or just stare
in wonder from the viewpoint at Hell’s Bend.
Tip 5: Clients who like freedom can explore Namibia with a self-drive package from tour operators such as On The Go, Cox and Kings and Somak Holidays.
Mystery Shopper prizes
Mystery Shopper prizesEach month’s highest scoring travel agent gets the chance to drive a Porsche Boxster S courtesy of Elite Island Resorts. More at www.travelweekly.co.uk/elite
Mystery Shopper scoring system
- 60% Advice and product knowledge
- 12% Customer service
- 8% External/internal appearance
- 7% Welcome
- 7% Farewell
- 6% Staff presentation