Mystery Shopper: Croydon

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Mystery Shopper is getting bored with his iOS and Android devices and fancies a change but is not too sure about Windows Phone. Can the retailers help with our Window shopping and find a deal to match?

6: Carphone Warehouse

Product range – 5/5
Product knowledge – 0/5
Airtime knowledge – 0/5
Questioning ability – 0/5
Sales ability – 0/5
Shop appearance – 5/5
Total – 10/30

5: Three

Product range – 5/5
Product knowledge – 3/5
Airtime knowledge – 4/5
Questioning ability – 1/5
Sales ability – 2/5
Shop appearance – 4/5
Total – 19/30

=3: Vodafone

Product range – 4/5
Product knowledge – 4/5
Airtime knowledge – 3/5
Questioning ability – 2/5
Sales ability – 4/5
Shop appearance – 3/5
Total – 20/30

=3: Phones 4u

Product range – 4/5
Product knowledge – 2/5
Airtime knowledge – 3/5
Questioning ability – 3/5
Sales ability – 4/5
Shop appearance – 4/5
Total – 20/30

2: EE

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

1: O2

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

Summary

Windows Phone has a problem if customers are going in to stores and being talked out of buying the product.

It was clear that many of the retailers had no real idea of what benefits a Windows Phone could bring.

There was also a lack of enthusiasm for the product although this may have been down to a poorer understanding of Windows Phone.

More work needs to be done if Windows Phone is to get above the 10 per cent market share it currently holds.

Full article in Mobile News issue 563 (May 5, 2014).

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