Mystery Shopper: Covent Garden

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Mystery Shopper is fed up of devices that break easily and wants a smartphone that is a bit more durable. Can our retailers finds a good device that won’t break every time it is dropped

5: O2

Product range – 3/5
Product knowledge – 3/5
Airtime knowledge – 3/5
Questioning ability – 1/5
Sales ability – 1/5
Shop appearance – 5/5
Total – 16/30

4: Vodafone

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

3: EE

Product range – 2/5
Product knowledge – 3/5
Airtime knowledge – 4/5
Questioning ability – 3/5
Sales ability – 4/5
Shop appearance – 4/5
Total – 20/30

2: Carphone Warehouse

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

1: Three

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

Summary

Most smartphones come with a large screen so finding a durable device is a tough task.

That was evident as the staff struggled to offer a device.

Ikraam at O2 outright said it was an “impossible” task and didn’t even try to make a sale.

Gabriel at Vodafone was nicer but spent too much time laughing, not enough selling.

Armen at EE rushed through the sale a bit too much.

Jimmy at Carphone took his time and came close to winning, but he only offered one phone.

Joel at Three offered two and gave a lot more information, giving him a deserved victory.

Full article in Mobile News issue 580 (January 19, 2015).

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