Mystery Shopper: Harlow

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Mystery Shopper wants to give an old handset a new lease of life, but the device is locked to an operator he no longer wants to be with. Can any of the retailers offer him advice to unlock the phone’s potential?

6: EE

Product range – 3/5
Product knowledge – 2/5
Airtime knowledge – 2/5
Questioning ability – 1/5
Sales ability – 0/5
Shop appearance – 2/5
Total – 0/30

5: Three

Product range – 3/5
Product knowledge – 2/5
Airtime knowledge – 2/5
Questioning ability – 2/5
Sales ability – 1/5
Shop appearance – 2/5
Total – 11/30

4: O2

Product range – 4/5
Product knowledge – 2/5
Airtime knowledge – 3/5
Questioning ability – 2/5
Sales ability – 3/5
Shop appearance – 0/5
Total – 14/30

3: Phones 4U

Product range – 3/5
Product knowledge – 3/5
Airtime knowledge – 3/5
Questioning ability – 3/5
Sales ability – 4/5
Shop appearance – 3/5
Total – 19/30

2: Carphone Warehouse

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

1: Vodafone

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

Summary

Two sales assistants made light work of my query, while two struggled badly.

Vodafone and Carphone Warehouse both gave me the information I was looking for with ease and offered plenty of help selecting a tariff.

The CSA at Three seemed uninterested in my plight however, and my roller-coaster visit to EE provided the standout low moment of a topsy-turvy day.

The sales assistant at O2 gave me some good information, but the gaps in her knowledge left me feeling unconvinced.

Phones 4U also provided the details I was looking for, but the standard of service fell below that on offer at Vodafone and Carphone Warehouse.

Full article in Mobile News issue 547 (September 9, 2013).

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