Mystery Shopper: Chelmsford

Mystery Shopper’s dad is in need of a new handset and contract. He wants a lot of minutes – 800 at least – but doesn’t want any data as he doesn’t use the internet. Handset-wise it has to look good and be quite modern

5: O2

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

4: Vodafone

Product range – 3/5
Product knowledge – 4/5
Airtime knowledge – 4/5
Questioning ability – 2/5
Sales ability – 1/5
Shop appearance – 5/5
Total – 19/30

3: Carphone Warehouse

Product range – 3/5
Product knowledge – 5/5
Airtime knowledge – 4/5
Questioning ability – 4/5
Sales ability – 1/5
Shop appearance – 3/5
Total – 20/30

2: EE

Product range – 3/5
Product knowledge – 5/5
Airtime knowledge – 2/5
Questioning ability – 4/5
Sales ability – 4/5
Shop appearance – 5/5
Total – 23/30

1: Phones 4U

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

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 535 (March 25, 2013).

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