Mystery Shopper: High Wycombe

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Mystery Shopper is looking for a phone with built-in SatNav, but he can only stretch to a budget of £30. Which store will be able to offer him the best deal?

5: Vodafone

Product range – 3/5
Product knowledge – 2/5
Airtime knowledge – 2/5
Questioning ability – 2/5
Sales ability – 2/5
Shop appearance – 3/5 
Total – 14/30

4: Phones 4U

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

3: O2

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

2: Carphone Warehouse

Product range – 4/5
Product knowledge – 4/5
Airtime knowledge – 2/5
Questioning ability – 4/5
Sales ability – 3/5
Shop appearance – 3/5
Total – 20/30

1: Orange

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

Summary

All the stores were able to tell me about handsets that would be suitable for SatNav.

Vodafone simply stuck to supplying information about handsets, while Phones 4U only offered the one handset – a Nokia, which was a little limiting. Matt in O2 provided good information, options and recommendations. The Carphone Warehouse ‘tailoring sheet’ worked very well, making our conversation easier and structured.

The winner though was Orange, where Nohman handled the sales process in a clear and appropriate fashion. I felt he asked good leading questions and listened to me. He also showed me a good selection of handsets that were appropriate for the task in hand.

Full article in Mobile News issue 514 (May 21, 2012).

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