Mystery Shopper: Cambridge

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Mystery Shopper wants a new tablet but doesn’t want to pay the full cost upfront. He thinks that he can get one cheaper if he takes a handset with it. Can our retailers come up with the right combination to hit the mark?

6: Carphone Warehouse

Product range – 3/5
Product knowledge – 2/5
Airtime knowledge – 3/5
Questioning ability – 1/5
Sales ability – 1/5
Shop appearance – 3/5
Total – 13/30

5: Vodafone

Product range – 4/5
Product knowledge – 3/5
Airtime knowledge – 3/5
Questioning ability – 2/5
Sales ability – 1/5
Shop appearance – 4/5
Total – 17/30

4: O2

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

3: Phones 4u

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

2: EE

Product range – 5/5
Product knowledge – 5/5
Airtime knowledge – 4/5
Questioning ability – 5/5
Sales ability – 5/5
Shop appearance – 4/5
Total – 28/30

1: Three

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 are some great deals available on the high street for phone and tablet combinations.

Carphone and Vodafone missed out through paying little care and attention to the customer with O2 returning a similar performance.

Phones 4u turned in a strong performance but the adviser was hamstrung by a lack of wiggle room in the choice of deal that he could offer.

Ashley at EE turned in a very strong performance and would have won on any other week but was pipped at the post.

Jason at Three had the perfect combination of a brilliant offer and a brilliant pitch.

Full article in Mobile News issue 568 (July 14, 2014).

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