Mystery Shopper: Basildon

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Sony released its new flagship Z3 and Z3 Compact last month and Mystery Shopper wants one. Can the sales staff find a deal or convince him to take an alternative device or brand instead?

5: EE

Product range – 3/5
Product knowledge – 1/5
Airtime knowledge – 1/5
Questioning ability – 1/5
Sales ability – 1/5
Shop appearance – 2/5
Total – 9/30

4: O2

Product range – 2/5
Product knowledge – 1/5
Airtime knowledge – 3/5
Questioning ability – 2/5
Sales ability – 1/5
Shop appearance – 2/5
Total – 11/30

3: Three

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

2: Vodafone

Product range – 2/5
Product knowledge – 5/5
Airtime knowledge – 4/5
Questioning ability – 5/5
Sales ability – 5/5
Shop appearance – 3/5
Total – 24/30

1: Carphone Warehouse

Product range – 3/5
Product knowledge – 5/5
Airtime knowledge – 5/5
Questioning ability – 5/5
Sales ability – 5/5
Shop appearance – 4/5
Total – 27/30

Summary

Sony has always been a popular brand and when new devices are released by the big manufacturers, you’d expect our retailers to know their stuff.

EE’s Michael even admitted that the conversation went badly.Angela at O2 wasn’t any better. At first, she tried to sell me a Samsung.

At least Lauren at Three was friendly, although she resorted to reading off cards. Caz was very good but spoke too quickly.

Michael won hands down by virtue of having the best knowledge and best sales technique.

Full article in Mobile News issue 576 (November 3, 2014).

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