Mystery Shopper: Wolverhampton

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261

5: PLC Comms.

Product range – 2/5
Product knowledge – 3/5
Airtime knowledge – 3/5
Questioning ability – 4/5
Sales ability – 3/5
Shop appearance – 2/5
Total – 17/30

4: Vodafone

Product range – 3/5
Product knowledge – 3/5
Airtime knowledge – 4/5
Questioning ability – 3/5
Sales ability – 3/5
Shop appearance – 3/5
Total – 19/30

3: 3 Store

Product range – 3/5
Product knowledge – 3/5
Airtime knowledge – 4/5
Questioning ability – 4/5
Sales ability – 3/5
Shop appearance – 3/5
Total – 20/30

2: O2
Product range – 3/5
Product knowledge – 4/5
Airtime knowledge – 4/5
Questioning ability – 3/5
Sales ability – 3/5
Shop appearance – 4/5
Total – 21/30

1: Phones 4U

Product range – 4/5
Product knowledge – 4/5
Airtime knowledge – 4/5
Questioning ability – 4/5
Sales ability – 3/5
Shop appearance – 4/5
Total – 23/30

Summary

All in all good levels of product knowledge were present and correct as I received a high standard of service in each of the five stores visited in Wolverhampton.

Mobile broadband technology is potentially confusing to customers and they will look to sales staff for reassurance that their choices meet their needs. I was very pleased with the service from the majority of the stores; there were no hard sells from any outlet despite my initial expectations of this happening.

Andy at Phones 4U deserves special credit for his excellent service and attention to detail.

Full review in Mobile News issue 441 (June 15, 2009).

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