Mystery Shopper: Eltham

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Mystery Shopper is looking to buy a BlackBerry for his younger brother on prepay. His sibling wants access to BBM and a lot of data. What can the retailers offer? 

5: Carphone Warehouse

Product range
– 3/5
Product knowledge – 2/5
Airtime knowledge – 2/5
Questioning ability – 2/5
Sales ability – 2/5
Shop appearance – 4/5 
Total – 15/30

4: Three

Product range – 3/5
Product knowledge – 2/5
Airtime knowledge – 2/5
Questioning ability – 2/5
Sales ability – 3/5
Shop appearance – 4/5
Total – 17/30

3: O2

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

2: Vodafone

Product range – 5/5
Product knowledge – 4/5
Airtime knowledge – 3/5
Questioning ability – 2/5
Sales ability – 3/5
Shop appearance – 4/5
Total – 22/30

1: EE

Product range – 3/5
Product knowledge – 5/5
Airtime knowledge – 5/5
Questioning ability – 5/5
Sales ability – 5/5
Shop appearance – 4/5
Total – 27/30

Summary

While most networks offered the same handset and tariff, the prices varied wildly, with EE the cheapest, including a free gift.

Three and Vodafone were disappointingly expensive, with the assistant at Three also offering up some questionable information about the BBM service.

O2’s Leroy went for a higher-spec option but didn’t really sell it very well, however he did score extra marks for knowing about the new BBM voice service which nobody else mentioned.

The visit to Carphone was frustrating when, after a wait, Anthony tried to send me to the networks to find out tariff details.

Full article in Mobile News issue 530 (January 14, 2013).

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