Mystery Shopper: Battersea

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Mystery Shopper is leaving his job, which includes a free Samsung Galaxy S III on contract, and is looking for a new handset which either has 4G now or will be able to get it by the summer. What can the retailers offer?

5: Carphone Warehouse

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

4: O2

Product range – 0/5
Product knowledge – 2/5
Airtime knowledge – 0/5
Questioning ability – 4/5
Sales ability – 2/5
Shop appearance – 5/5
Total – 13/30

3: Three

Product range – 2/5
Product knowledge – 5/5
Airtime knowledge – 5/5
Questioning ability – 5/5
Sales ability – 4/5
Shop appearance – 3/5
Total – 24/30

2: Vodafone

Product range – 5/5
Product knowledge – 4/5
Airtime knowledge – 2/5
Questioning ability – 5/5
Sales ability – 5/5
Shop appearance – 4/5
Total – 25/30

1: EE

Product range – 5/5
Product knowledge – 5/5
Airtime knowledge – 4/5
Questioning ability – 5/5
Sales ability – 5/5
Shop appearance – 4/5
Total – 28/30

Summary

A very close Mystery Shopper this week with EE, Vodafone and Three all going big on 4G – or Ultrafast – and being separated by only four points.

Katerina’s customer service skills won the day, though Jamal at Vodafone was a close second, only hampered by Vodafone’s lack of 4G tariff information.

Three’s tag team did a good job at promoting their service over 4G, while O2 gave some good, honest advice – though I imagine “go to

EE” isn’t the official company line.

The biggest disappointment was Carphone – Syed could have sold a 4G phone if he knew they stocked any.

Full article in Mobile News issue 534 (March 11, 2013).

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