Rachel Clubb gave great advice on family holidays in North Africa despite never having visited. “I’ve always really wanted to go, so I get really passionate when I talk about it which really helps your client feel the same way about their holiday. I use lots of websites to research destinations, including Gazetteers and Trip Advisor.”

Cath Gordon gave a lot of bling for her buck when Mystery Shopper came into Thomson’s Birkenhead branch looking for a trip to a flashy hotel in Dubai. She managed to source a free upgrade, and Mystery Shopper said: “She really went the extra mile, and wouldn’t rest until she found the exact package I wanted at a lower price.”

Sam Heyes says she’s got a real boost from discovering she was responsible for her agency’s winning Mystery Shopper score. She excelled when asked to find a short break to Toronto, and said: “Offer customers extras – it’s important to go that bit further than the competition.”

Emma Howard of Thomas Cook Skelmersdale impressed Mystery Shopper with her recommendations for a trip to Mexico. She said: “I’ve been to Mexico a couple of times so drew on my personal experience as well as the brochures to find the most suitable holiday. I make sure I use all available sources to get invaluable insider knowledge to help customers.”

Shami Makwana of Ilkeston Co-op Travel In Leicester won after her exemplary response to an anniversary break in North America. She said: “Research is important so you know your products well. Travel Weekly is invaluable; you can sit down with it in your lunch hour and learn about all the new developments and brochures.”

Lisa Manley works at the Burnley branch of First Choice, and was Mystery Shopped regarding a romantic weekend away for a young couple. She said: “I’m so excited to have won. The best advice I have is to listen carefully to what the customer wants and offer advice wherever possible.”