Mystery Shopper is going travelling around Europe for two months and wants a SIM-only deal, either prepay or contract, for cheap calls, texts and light data usage    

5: Orange

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

4: T-Mobile

Product range – 2/5
Product knowledge – 2/5
Airtime knowledge – 2/5
Questioning ability – 4/5
Sales ability – 3/5
Shop appearance – 5/5
Total – 18/30

3: Three

Product range – 1/5
Product knowledge – 3/5
Airtime knowledge – 3/5
Questioning ability – 4/5
Sales ability – 3/5
Shop appearance – 5/5
Total – 19/30

2: O2

Product range – 5/5
Product knowledge – 1/5
Airtime knowledge – 1/5
Questioning ability – 5/5
Sales ability – 3/5
Shop appearance – 5/5
Total – 20/30

1: Vodafone

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

Summary

A tricky one for shop staff who are clearly not used to dealing with queries of this nature. Rishi at Vodafone was the only one to give any accurate information.

Owen at O2 really should have been helped out and second is a creditable result considering he was still learning about the firm’s deals.

Three’s member of staff was wildly inaccurate with her estimations and was let down by the lack of in-store information.

T-Mobile and Orange could only  offer the lazy suggestions of “check our website” – not brilliant customer service and no way to make a sale.

Full article in Mobile News issue 523 (September 24, 2012).

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