Mystery Shopper: Winchester

1
530

Mystery shopper is 70 years old and wants a talk and text phone that has bigger buttons and a larger screen than his old Motorola. His budget is just £15 a month

6: Phones 4U

Product range – 1/5
Product knowledge – 1/5
Airtime knowledge – 1/5
Questioning ability – 0/5
Sales ability – 1/5
Shop appearance – 3/5
Total – 7/30

5: Vodafone

Product range – 0/5
Product knowledge – 1/5
Airtime knowledge – 2/5
Questioning ability – 0/5
Sales ability – 1/5
Shop appearance – 4/5
Total – 8/30

4: O2

Product range – 2/5
Product knowledge – 2/5
Airtime knowledge – 1/5
Questioning ability – 0/5
Sales ability – 1/5
Shop appearance – 4/5
Total – 10/30

3: Orange

Product range – 3/5
Product knowledge – 3/5
Airtime knowledge – 2/5
Questioning ability – 0/5
Sales ability – 1/5
Shop appearance – 3/5
Total – 12/30

2: Carphone Warehouse

Product range – 1/5
Product knowledge – 545
Airtime knowledge – 4/5
Questioning ability – 2/5
Sales ability – 3/5
Shop appearance – 3/5
Total – 17/30

1: Three

Product range – 2/5
Product knowledge – 5/5
Airtime knowledge – 5/5
Questioning ability – 4/5
Sales ability – 4/5
Shop appearance – 4/5
Total – 24/30

Summary

Mystery shopper would and probably should have immediately left at least two stores due to dismissal of his enquiry with “we have nothing for you.”

Several stores had seating but our mystery shopper was not offered a seat initially by any of them. He also felt that the stores were not interested in older customers, despite the majority of shoppers in Winchester High Street on the day being from older generations.

Full review in Mobile News issue 470 (August 16, 2010).

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