Mystery Shopper: Redhill

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Mystery Shopper got a brand-new a new LTE-enabled Nexus 9 tablet for Christmas but there was no SIM card. Can our retailers find a good SIM deal and explain network locking as well?

=5: Carphone Warehouse

Product range – 2/5
Product knowledge – 1/5
Airtime knowledge – 2/5
Questioning ability – 3/5
Sales ability – 1/5
Shop appearance – 4/5
Total – 13/30

=5: O2

Product range – 3/5
Product knowledge – 3/5
Airtime knowledge – 2/5
Questioning ability – 1/5
Sales ability – 1/5
Shop appearance – 3/5
Total – 13/30

3: EE

Product range – 3/5
Product knowledge – 3/5
Airtime knowledge – 3/5
Questioning ability – 2/5
Sales ability – 2/5
Shop appearance – 2/5
Total – 15/30

2: Three

Product range – 2/5
Product knowledge – 3/5
Airtime knowledge – 2/5
Questioning ability – 3/5
Sales ability – 3/5
Shop appearance – 5/5
Total – 18/30

1: Vodafone

Product range – 4/5
Product knowledge – 4/5
Airtime knowledge – 3/5
Questioning ability – 5/5
Sales ability – 4/5
Shop appearance – 2/5
Total – 22/30

Summary

Selling a SIM card shouldn’t be difficult so it was a chance for sales staff to show off other skills.

Unfortunately, it was hard to tell what other skills Dyls had. Even with help, he really struggled

Marc at O2 rushed everything and even though he used a book to help, he couldn’t find any deals.

Eden at EE was ok but never really excelled. The store itself wasn’t that nice and, for a store manager, he really under performed.

It’s testament to how bad the others were that Ben at Three came out second despite not really offering a fantastic service.

Despite working in the smallest Vodafone store I’ve ever been in, Kush was a clear winner, mixing good knowledge with good sales technique.

Full article in Mobile News issue 581 (February 2, 2015).

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