Mystery Shopper: Loughborough

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Mystery Shopper is setting up a new business with one employee and is looking for the best possible contract, ideally one that offers a free phone plus other benefits

5: Carphone Warehouse

Product range – 3/5
Product knowledge – 2/5
Airtime knowledge – 3/5
Questioning ability – 2/5
Sales ability – 2/5
Shop appearance – 4/5 
Total – 16/30

4: O2

Product range – 3/5
Product knowledge – 3/5
Airtime knowledge – 3/5
Questioning ability – 3/5
Sales ability – 2/5
Shop appearance – 4/5
Total – 19/30

3: Vodafone

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

2: Orange

Product range – 3/5
Product knowledge – 3/5
Airtime knowledge – 3/5
Questioning ability – 4/5
Sales ability – 3/5
Shop appearance – 4/5
Total – 26/30

1: T-Mobile

Product range – 4/5
Product knowledge – 4/5
Airtime knowledge – 4/5
Questioning ability – 4/5
Sales ability – 3/5
Shop appearance – 3/5
Total – 22/30

Summary

All the stores were able to help me with business tariffs but T-Mobile grabbed top spot. Mark gave a confident display and was the only person who didn’t have to refer to a brochure.

Overall, the level of knowledge at Orange was good, but I was given some incorrect information about extras. Vodafone got off to a bad start when they offered information on standard, and not business, tariffs. At O2 I felt too much time was given to talking about one product. Maybe the Carphone Warehouse store weren’t used to business customers, but they appeared a little unprepared.

Full article in Mobile News issue 505 (January 16, 2011).

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