Mystery Shopper: Hammersmith

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With tablets gaining in popularity, Mystery Shopper has decided it is high time he gets himself one. He is looking for an easy-to-use device and is interested in tethering it to his smartphone. Can any of the retailers help?

6: Vodafone

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

5: Phones 4U

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

4: O2

Product range – 3/5
Product knowledge – 3/5
Airtime knowledge – 3/5
Questioning ability – 2/5
Sales ability – 3/5
Shop appearance – 4/5
Total – 18/30

3: Three

Product range – 3/5
Product knowledge – 3/5
Airtime knowledge – 4/5
Questioning ability – 3/5
Sales ability – 3/5
Shop appearance – 3/5
Total – 20/30

2: EE

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

1: Carphone Warehouse

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

Summary

It was a disappointing visit, as not one store took me through tablet specs or gave me a demonstration.

They all seemed to lack confidence when selling tablets, and this was especially evident in half the shops.

Mo at Vodafone was very hesitant. The Phones 4U assistant’s over-reliance on the word ‘probably’ said it all, while O2’s Othman didn’t give me SIM-only pricing.

Three’s assistant recommended I did my homework first before redeeming herself, while EE put in a solid performance. However, Nixon at Carphone Warehouse took the honours, with his advice on buying a tablet up front – backed up by a good explanation – clinching the deal.

Full article in Mobile News issue 545 (August 12, 2013).

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