Mystery Caller: iPhone 4S alternatives

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Mystery Caller’s can’t afford an iPhone 4S. He’s decided to call the operators to see which other high-end smartphones they can offer him instead. He wants a free phone on a £35 a month tariff.

6: Virgin Mobile

I told her bluntly that I wasn’t ready to make a purchase based on what she had told me and asked her to differentiate between the handsets on offer

Manner – 3/5
Understanding – 2/5
Knowledge – 2/5
Helpfulness – 2/5
Clarity – 1/5
Overall – 3/5
Total – 13/30

5: O2

I was annoyed. I’d spent a long time on the phone being asked about tariffs and had been bombarded with a long list of handsets

Manner – 4/5
Understanding – 2/5
Knowledge – 2/5
Helpfulness – 2/5
Clarity – 2/5
Overall – 3/5
Total – 15/30

4: Vodafone

Katie was polite throughout the call, and a pleasure to talk to, but her overall performance was a bit vague, I felt

Manner – 5/5
Understanding – 2/5
Knowledge – 2/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 3/5
Total – 18/30

3: Three

Narcin seemed to have confidence in the device on offer, and I was unsure whether to be impressed or slightly cautious that he had made his mind up so quickly

Manner –3/5
Understanding – 4/5
Knowledge – 3/5
Helpfulness – 3/5
Clarity – 4/5
Overall – 3/5
Total – 20/30

2: Orange

The deal itself sounded good – a great deal of value, and I was prepared to up my budget by a couple of quid to get it

Manner – 4/5
Understanding – 4/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 4/5
Total – 24/30

1: T-Mobile

I was even more impressed and now slightly spoilt for choice

Manner – 5/5
Understanding – 5/5
Knowledge – 3/5
Helpfulness – 4/5
Clarity – 5/5
Overall – 4/5
Total – 27/30

Summary

In the end, the CSA that offered me an Apple device came out on top.

While the obvious answer to my query was to hand over an iPhone rival, only one CSA picked out an iPhone 4. This ultimately stood her in good stead.

The anonymous lady at Virgin wasn’t a great help, failing to fully understand my query, while Karen at O2, although nice, was too vague to score highly.

Vodafone’s Kate started off on the right foot, but, like Karen, could have told me more, while Narcin perhaps let his bias for the Samsung Galaxy S II get in the way of his duty to provide impartial selling advice.

John from Orange knew his stuff and gave me some great tariffs, but ultimately it was Kelly’s decision to offer me another Apple phone on a great tariff that saw her walk away as this week’s winner.

Full review in Mobile News issue 501 (November 7, 2011).

 

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