Mystery Caller: S6, S6 edge and HTC One M9

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With each new generation of handset comes a new flagship, this time the One M9 from HTC and the Samsung Galaxy S6 and S6 edge. Can the sales staff explain the differences between the new devices?

5: Vodafone

Gavin told me that he didn’t really know the difference between the Samsung Galaxy S6 and S6 edge. Later, when we moved on to HTC and which device would be better, he said he was an Apple fan.

Manner – 3/5
Understanding – 1/5
Knowledge – 1/5
Helpfulness – 1/5
Clarity – 3/5
Overall – 2/5
Total – 11/30

4: O2

Tim told me that the Samsung had a bigger screen but he didn’t give me the correct screen sizes to compare. He was getting a lot of facts wrong which was very disappointing given that this information is easily obtainable.

Manner – 2/5
Understanding – 1/5
Knowledge – 2/5
Helpfulness – 2/5
Clarity – 3/5
Overall – 2/5
Total – 12/30

3: Virgin

I asked which device was better and Jeffrey seemed to pause for a second before saying he would check. He was struggling a bit and admitted that he didn’t know the specs, but said he would “find out”.

Manner – 4/5
Understanding – 3/5
Knowledge – 1/5
Helpfulness – 2/5
Clarity – 3/5
Overall – 3/5
Total – 16/30

2: EE

Rachel gave me a lot of the information. She just brushed over the details about the devices a little too much to win the task outright.

Manner – 4/5
Understanding – 3/5
Knowledge – 4/5
Helpfulness – 3/5
Clarity – 4/5
Overall – 4/5
Total – 22/30

1: Three

Hazel made a really good sales pitch, covered all the bases and got almost everything spot on. She easily took home the victory for Three.

Manner – 5/5
Understanding – 5/5
Knowledge – 5/5
Helpfulness – 5/5
Clarity – 5/5
Overall – 5/5
Total – 30/30

HTC and Samsung have been pushing their flagships heavily and so have the networks. So there is no excuse for their sales staff not to know much about these newest devices.

There was a long wait to speak to an advisor at Vodafone, and a shorter won for O2, but neither were really worth it. Both advisors failed to make clear the major differences between the two new flagships.

Virgin’s advisor was a lot better and did give me an idea about what I’d get with each different phone, although they didn’t mention the S6 edge once and it sounded a bit like the specs were being read off a sheet.

Rachel at EE managed to tick a lot of the boxes but getting the information out of her was like getting blood out of a stone.

Hazel at Three was brilliant – she was really friendly, got all of the information correct and controlled the call brilliantly.

Full article in Mobile News issue 587 (April 27, 2015).

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