Mystery Shopper: Middlesbrough

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Mystery Shopper needs to buy a phone for a student and wants a decent smartphone with lots of data but on a tight budget of £30 per month. Can our retailers give any student discounts to seal a deal?

6: O2

Product range – 4/5
Product knowledge – 1/5
Airtime knowledge – 1/5
Questioning ability – 1/5
Sales ability – 1/5
Shop appearance – 5/5
Total – 13/30

5: EE

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

4: Vodafone

Product range – 4/5
Product knowledge – 4/5
Airtime knowledge – 2/5
Questioning ability – 4/5
Sales ability – 4/5
Shop appearance – 5/5
Total – 23/30

3: Phones 4u

Product range – 1/5
Product knowledge – 3/5
Airtime knowledge – 5/5
Questioning ability – 5/5
Sales ability – 5/5
Shop appearance – 5/5
Total – 24/30

2: Carphone Warehouse

Product range – 3/5
Product knowledge – 5/5
Airtime knowledge – 3/5
Questioning ability – 5/5
Sales ability – 4/5
Shop appearance – 5/5
Total – 25/30

1: Three

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

Summary

The retailers did really well trying to find a good deal for students.

Most of them recognised the challenge that the student market poses – find a good phone with lots of data for a minimal price.

Sarah at O2 didn’t seem keen to help and wasn’t very friendly. She didn’t come up with a good deal either.

Paul from EE and Fay from Phones 4u offered good deals but a poor range of phones, while Craig at Vodafone was the opposite.

Jonny from Carphone Warehouse was excellent all round but undermined his pitch by giving misleading information.

Three’s Jenn got everything right and was a worthy winner.

Full article in Mobile News issue 571 (August 26, 2014).

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