Mystery Shopper: Brighton

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It’s iPhone 6 release day and Mystery Shopper wants to find out which retailers have the new handset available. The iPhone 6 or the 6 Plus, it doesn’t matter, but who has the best deal?

5: EE

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

4: Carphone Warehouse

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

3: Vodafone

Product range – 5/5
Product knowledge – 2/5
Airtime knowledge – 3/5
Questioning ability – 3/5
Sales ability – 4/5
Shop appearance – 4/5
Total – 21/30

2: O2

Product range – 5/5
Product knowledge – 3/5
Airtime knowledge – 4/5
Questioning ability – 5/5
Sales ability – 4/5
Shop appearance – 5/5
Total – 26/30

1: Three

Product range – 5/5
Product knowledge – 5/5
Airtime knowledge – 5/5
Questioning ability – 5/5
Sales ability – 5/5
Shop appearance – 3/5
Total – 28/30

Summary

iPhone launch day has become an annual event, as has the hysteria that comes with it.

It was no surprise that most stores were sold out but how staff handle that is key. James at EE and Shareen at Carphone Warehouse gave the impression they were sick of people asking for iPhones.

At least Amy at Vodafone tried to give good customer service and had a good personality.

Jess was great and did her O2 bosses proud, although she also had some issues with her computer and her knowledge.

Despite working in the worst decorated store, Mark offered by far the most knowledge, the best service and deserved his victory.

Full article in Mobile News issue 574 (October 6, 2014).

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