Mystery Caller: Samsung Galaxy S4

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Mystery Caller likes the look of the Samsung Galaxy S4 but with all the recent high-end releases, needs convincing she’s choosing the best phone. How will the networks handle what should be an easy sale?

6: Virgin

Compared to the other networks, Virgin Mobile’s so-called ‘Essential’ tariff is bad value for money

Manner – 4/5
Understanding – 3/5
Knowledge – 2/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 2/5
Total – 17/30

5: Orange

The CSA said: “You will not pay for the 4G. When it launched, tariffs were higher but now they are the same as Orange. You are with Orange.” This was a lie – he made it clear the tariff was 4GEE

Manner – 2/5
Understanding – 4/5
Knowledge – 3/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 3/5
Total – 18/30

4: Vodafone

My call began with a pre-recorded message: “If you are calling about the Galaxy S4, we are currently out of stock. For more information, visit the website”

Manner – 4/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 3/5
Total – 19/30

3: T-Mobile

Lee read my mind, telling me that he understood a £79 upfront cost was a “little off-putting to new customers”

Manner – 5/5
Understanding – 4/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 3/5
Total – 24/30

2: Three

Charlene was keen on making a sale and when I declined her offer to call me back, she gave me her direct number

Manner – 5/5
Understanding – 4/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 4/5
Total – 25/30

1: O2

Full marks for clarity and O2’s CSA had an excellent phone manner. His sales pitch was tailored to my requirements

Manner – 5/5
Understanding – 5/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 4/5
Total – 26/30

Summary

This issue’s Mystery Caller was a simple test of sales skills – all the knowledge the CSAs needed could be found on a specs sheet or online.

Orange’s CSA was the only one to really fail in this respect, first misleading me about 4G and then seeing unsure about tariff allowances. He most probably would have come last had I not been cut off from Virgin’s Mary.

It was also close between T-Mobile and Vodafone, although the latter had the disadvantage of having the longest potential delay in delivering the handset (14 days).

Three’s CSA was an excellent sales person, encouraging me to buy the handset while not being pushy. She also had the ability to compare handsets. O2 won by one point for asking more questions about my requirements.

Full article in Mobile News issue 539 (May 20, 2013).

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