Mystery Shopper: Birmingham

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Mystery Caller is looking for a prepay phone for his brother’s 16th birthday and is after something that provides plenty of social media access and parental controls for up to £80. What can the retailers offer?

=6: Carphone Warehouse

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

=6: EE

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

4: Phones 4U

Product range – 3/5
Product knowledge – 3/5
Airtime knowledge – 0/5
Questioning ability – 3/5
Sales ability – 1/5
Shop appearance – 3/5
Total – 13/30

3: Three

Product range – 2/5
Product knowledge – 2/5
Airtime knowledge – 4/5
Questioning ability – 3/5
Sales ability – 2/5
Shop appearance – 2/5
Total – 15/30

2: O2

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

1: Vodafone

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

Summary

There was one standout performer and two absolutely dreadful ones.

EE and Carphone Warehouse should be ashamed of themselves. EE’s salesman pointed me to the cheapest handset it had, then told me it couldn’t even access the internet, while Carphone’s salesman was arrogant and lazy.

The so-called ‘customer manager’ at Phones 4U started well but was dragged down by his ‘they’re all rubbish to be honest’ answer, while Three’s salesman made no effort to explain the handset specs.

Joey at O2 performed admirably for a trainee but it was Natalie at Vodafone, with her cracking personality, who was the highlight, going that extra mile to help me.

Full article in Mobile News issue 546 (August 26, 2013).

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