Mystery Shopper: Crawley

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Mystery Shopper is getting into the Christmas spirit and wants to buy a prepay handset for around £100 as a gift. Can the high street retailers serve up some festive deals to tempt him to part with his cash?

6: O2

Product range – 4/5
Product knowledge – 2/5
Airtime knowledge – 2/5
Questioning ability – 0/5
Sales ability – 1/5
Shop appearance – 2/5
Total – 11/30

5: Three

Product range – 2/5
Product knowledge – 3/5
Airtime knowledge – 3/5
Questioning ability – 0/5
Sales ability – 2/5
Shop appearance – 3/5
Total – 13/30

4: Carphone Warehouse

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

3: Phones 4U

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

2: EE

Product range – 4/5
Product knowledge – 4/5
Airtime knowledge – 3/5
Questioning ability – 3/5
Sales ability – 4/5
Shop appearance – 4/5
Total – 22/30

1: Vodafone

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

Summary

There was plenty of Christmas cheer on the high street, but not all of the retailers joined in.

The staff at O2 seemed too busy to be able to help with my Christmas list, while Three failed to offer any festive incentives despite spending heavily on tinsel and jumpers.

The Carphone Warehouse store looked great but lacked personality (and products) inside.

Phones 4U put in a good effort, but couldn’t match the incentives at EE and Vodafone.

In the end, Jake’s tailored approach at Vodafone gave me the best service and the best offer.  The excellent cinema pass  was exactly the type of present I was looking for.

Full article in Mobile News issue 554 (December 16, 2013).

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