Mystery Shopper: Uxbridge

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Mystery Shopper is off on his summer holidays to Egypt, and is after a smartphone that won’t succumb to a bit of sand on the beach and water while filming in the sea. Could the retailers come up with a resistant answer?

6: O2

Product range – 4/5
Product knowledge – 1/5
Airtime knowledge – 0/5
Questioning ability – 1/5
Sales ability – 1/5
Shop appearance – 3/5
Total – 10/30

5: EE

Product range – 4/5
Product knowledge – 2/5
Airtime knowledge – 2/5
Questioning ability – 2/5
Sales ability – 2/5
Shop appearance – 4/5
Total – 16/30

4: Three

Product range – 3/5
Product knowledge – 3/5
Airtime knowledge – 3/5
Questioning ability – 2/5
Sales ability – 3/5
Shop appearance – 3/5
Total – 17/30

3: Carphone Warehouse

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

2: Phones 4U

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

1: Vodafone

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

Summary

This was an unusual enquiry, but the sales assistants shouldn’t have looked as confused as they did.

The CSA at O2 was uninterested and lazy throughout, suggesting no phones were waterproof.

EE’s CSA was confused, knowing nothing about the Xperia Z, while Three’s CSA had to search Google for its underwater capabilities.

CPW’s CSA suggested the Galaxy S III Mini, which he later admitted wasn’t waterproof. Phones 4U’s Amy might have challenged for top spot if she hadn’t started off so badly.

Sundit at Vodafone was the standout performer. His knowledge of the handset, tariffs and general manner towards me were excellent.

Full article in Mobile News issue 543 (July 15, 2013).

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