Mystery Shopper: Lakeside

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Mystery Shopper wants a new phone to use as a satnav after bagging a job which requires him to travel around the UK. Can the retailers navigate the options and find him a handset costing less than £30 per month?

6: O2

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

5: Three

Product range – 4/5
Product knowledge – 1/5
Airtime knowledge – 2/5
Questioning ability – 2/5
Sales ability – 3/5
Shop appearance – 4/5
Total – 16/30

4: Carphone Warehouse

Product range – 4/5
Product knowledge – 4/5
Airtime knowledge – 3/5
Questioning ability – 2/5
Sales ability – 3/5
Shop appearance – 3/5
Total – 19/30

3: Phones 4U

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

2: Vodafone

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

1: EE

Product range – 4/5
Product knowledge – 5/5
Airtime knowledge – 5/5
Questioning ability – 5/5
Sales ability – 4/5
Shop appearance – 4/5
Total – 27/30

Summary

A good showing from most of the retailers at Lakeside, but only two really covered themselves in glory.

Luke at EE confidently gave me the information I was looking for, while Laura at Vodafone took a different approach and singled out the handset she thought was best for me.

Asking for a specific feature on a handset seemed to fill some of the assistants with fear.

O2’s pot luck approach almost paid off, but ended disappointingly – much like my visit to the Three store.

Phones 4U and Carphone Warehouse were both able to provide what I was looking for, but neither reached the high levels of service that I found at Vodafone and EE.

Full article in Mobile News issue 549 (October 7, 2013).

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