Mystery Shopper: Reading

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Mystery Shopper would like to buy his first tablet. He is open to a contract or to buying the device outright and taking a SIM-only deal. What can the networks offer?  

5: O2

Product range – 0/5
Product knowledge – 0/5
Airtime knowledge – 0/5
Questioning ability – 2/5
Sales ability – 0/5
Shop appearance – 5/5
Total –7/30

4: Vodafone

Product range – 1/5
Product knowledge – 2/5
Airtime knowledge – 3/5
Questioning ability – 0/5
Sales ability – 0/5
Shop appearance – 4/5
Total – 10/30

3: T-Mobile

Product range – 2/5
Product knowledge – 2/5
Airtime knowledge – 3/5
Questioning ability – 5/5
Sales ability – 5/5
Shop appearance – 4/5
Total – 21/30

2: Three

Product range – 1/5
Product knowledge – 5/5
Airtime knowledge – 5/5
Questioning ability – 4/5
Sales ability – 4/5
Shop appearance – 3/5
Total – 22/30

1: Orange

Product range – 1/5
Product knowledge – 5/5
Airtime knowledge – 5/5
Questioning ability – 5/5
Sales ability – 5/5
Shop appearance – 3/5
Total – 24/30

Summary

The level of choice in all of the stores was very disappointing, with nobody offering anything except iPads.

Matt at Orange offered a good deal and showed excellent sales skills to highlight the benefits of the device and the SIM-only tariff.

Three’s Imran also put in a good performance, offering a huge amount of data with the deal.

The customer assistant at T-Mobile was friendly but would have been helped by some sort of point-of-sale model to trial.

O2 and Vodafone both had a bad day, with O2’s suited assistant trying to send me to a rival and Cynthia at Vodafone seemingly trying to escape as soon as she could.

Full article in Mobile News issue 525 (October 22, 2012).

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