Mystery Shopper: Maidstone

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Mystery Shopper is going to Glastonbury Festival and wants a new smartphone to take with him. It needs a good camera and a battery that will last for three days at least – what can the retailers recommend?

6: O2

Product range – 5/5
Product knowledge – 2/5
Airtime knowledge – 2/5
Questioning ability – 1/5
Sales ability – 1/5
Shop appearance – 5/5
Total – 16/30

5: Vodafone

Product range – 5/5
Product knowledge – 3/5
Airtime knowledge – 0/5
Questioning ability – 3/5
Sales ability – 3/5
Shop appearance – 5/5
Total – 19/30

4: Three

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

3: EE

Product range – 3/5
Product knowledge – 5/5
Airtime knowledge – 5/5
Questioning ability – 4/5
Sales ability – 4/5
Shop appearance – 4/5
Total – 25/30

2: Carphone Warehouse

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

1: Phones 4U

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

An almost impossible query this week which most of the shop staff had run into before and dealt with well.

Sam at Phones 4U was a worthy winner in the end for showing passion for the handset and giving the best advice he could – the deal was pretty good too.

The deal was slightly better than Carphone’s which also had a good result and was unlucky not to win.

Higher-than-average scores for third and fourth illustrates how well most of the stores did this week. Had Joseph at Vodafone not got his 4G claims wrong, he would certainly have got more than 20 points too.

The only real disappointment was at O2 where CJ seemed lethargic.

Full article in Mobile News issue 540 (June 3, 2013).

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