Mystery Shopper: Clapham

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Mystery Shopper needs a device that can survive exposure to water after a few unfortunate incidents. Can the retailers explain what an IP rating is and find a device that can endure a quick swim?

5: Carphone Warehouse

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

4: O2

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

3: Three

Product range – 3/5
Product knowledge – 2/5
Airtime knowledge – 3/5
Questioning ability – 3/5
Sales ability – 3/5
Shop appearance – 2/5
Total – 16/30

2: EE

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

1: Vodafone

Product range – 5/5
Product knowledge – 4/5
Airtime knowledge – 5/5
Questioning ability – 5/5
Sales ability – 5/5
Shop appearance – 4/5
Total – 28/30

Summary

Waterproofing on phones has become more common so we expected the sales staff to know a bit about it.

That wasn’t really the case with a damp performance from most.

Two members of the Carphone Warehouse team offered help but neither really achieved it.

It took two workers in the O2 store to fail miserably too, where they didn’t even have the phone they offered on display.

Dexter at Three was better in that at least he tried to find me a phone, although he didn’t know much.

EE’s Rhodri did seem to know a lot about waterproofing but only offered a couple of devices.

The clear winner was another team effort – Innass and Bruno at Vodafone, who blitzed the opposition.

Full article in Mobile News issue 585 (March 30, 2015).

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