Mystery Shopper: Hammersmith

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International jetsetter Mystery Shopper wants the new Samsung Galaxy S5 with roaming minutes. Can our retailers find the correct deal for our price-conscious traveller?

6: O2

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

5: Carphone Warehouse

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

4: Three

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

3: EE

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

2: Vodafone

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

1: Phones 4u

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

Summary

Phones 4u was a comfortable winner on this task, offering the best sales and customer service experience.

Houria mixed excellent airtime and product knowledge to great effect.

Some of the other operators failed to offer demos of the product while O2 couldn’t even get as far as having a conversation.

Many operators are now offering international calls as part of standard price plans, which is great news for consumers and all will soon have to follow suit.

The introduction of EU legislation banning roaming charges will see to that anyway.

Full article in Mobile News issue 564 (May 19, 2014).

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