Mystery Shopper: Southend

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Mystery Shopper is sick of his unreliable 3G connection dropping his Skype calls and is looking for a phone which can either get a quicker data connection now or will be able to as soon as 4G is widely launched.

6: EE

Product range – 5/5
Product knowledge – 1/5
Airtime knowledge – 1/5
Questioning ability – 2/5
Sales ability – 2/5
Shop appearance – 3/5
Total – 14/30

5: O2

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

4: Vodafone

Product range – 5/5
Product knowledge – 2/5
Airtime knowledge – 4/5
Questioning ability – 3/5
Sales ability – 3/5
Shop appearance – 4/5
Total – 21/30

3: Carphone Warehouse

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

2: Phones 4U

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

1: Three

Product range – 5/5
Product knowledge – 5/5
Airtime knowledge – 5/5
Questioning ability – 4/5
Sales ability – 4/5
Shop appearance – 3/5
Total – 26/30

Summary

What should have been quite a straightforward query turned into quite the opposite for some of the stores, with EE ignoring the criteria.

Fung at Three was a worthy winner, offering a very attractive deal, while Richard at Phones 4U also put in a good performance and demo.

Carphone’s assistant was honest, and you can’t knock that.

John at Vodafone did well too but needed a demo to have any chance of a sale, while O2’s Cheryl wasn’t helped by the network’s 4G silence.

As the only current 4G network, the performance and deal at EE was disappointing.

Full article in Mobile News issue 541 (June 17, 2013).

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