Mystery Shopper: Cannon Street

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This week Mystery Shopper is in Cannon Street, London, looking to recycle a handset to make a bit of money before Christmas. What do the retailers know about recycling and who can offer the most money?

5: Vodafone

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: EE

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

3: Three

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

2: O2

Product range – 2/5
Product knowledge – 5/5
Airtime knowledge – 5/5
Questioning ability – 3/5
Sales ability – 2/5
Shop appearance – 5/5
Total – 22/30

1: Carphone Warehouse

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

Summary

Phone recycling is a growing market.

As people need money to spend over Christmas, it’s a great way to make a bit of spare cash and retail staff should be prepared.

Unfortunately, the performance overall was dire. Very few members of staff knew the procedure and some even struggled to find the IMEI.

Rachel from Vodafone and EE’s Jason both had bad attitudes.

The same can’t be said of the Three sales rep, but at least he made an effort.

The O2 rep knew everything I asked but was rude and didn’t try to push a sale.

Joe from Carphone was far from brilliant but at least he knew what he was talking about.

Full article in Mobile News issue 578 (December 1, 2014).

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