Mystery Shopper: Durham

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This week Mystery Shopper visits Durham, the land of the Prince Bishops, to look for a princely phablet. So, what is the largest device our favourite retailers can offer and can they sell it for a reasonable price?

5: EE

Product range – 1/5
Product knowledge – 2/5
Airtime knowledge – 2/5
Questioning ability – 1/5
Sales ability – 0/5
Shop appearance – 1/5
Total – 7/30

4: Vodafone

Product range – 1/5
Product knowledge – 2/5
Airtime knowledge – 3/5
Questioning ability – 1/5
Sales ability – 1/5
Shop appearance – 4/5
Total – 12/30

3: O2

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: Carphone Warehouse

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

1: Three

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

Summary

As phablets become more popular, customers are expecting staff to know the benefits of bigger phones.

At EE, that wasn’t a priority. The shop was so busy, staff just wanted to rush through customers rather than find the right deal.

Vodafone was also very busy, but Tracy seemed to be having a jolly good time, even openly mocking her customer.

Paula at O2 was nice and friendly but not knowledgeable.

Sam did have knowledge but could have shared it more openly.

Joanne at Three knew her stuff and was excellent overall.

Full article in Mobile News issue 577 (November 17, 2014).

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