Mystery Shopper: Eastbourne

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Each year Mobile World Congress brings a new range flagship from the big manufacturers. Mystery Shopper wants to know what the latest devices from HTC and Samsung have to offer.

5: O2

Product range – 2/5
Product knowledge – 1/5
Airtime knowledge – 1/5
Questioning ability – 1/5
Sales ability – 1/5
Shop appearance – 4/5
Total – 10/30

4: Three

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

3: EE

Product range – 5/5
Product knowledge – 4/5
Airtime knowledge – 3/5
Questioning ability – 1/5
Sales ability – 2/5
Shop appearance – 2/5
Total – 17/30

2: Vodafone

Product range – 5/5
Product knowledge – 4/5
Airtime knowledge – 4/5
Questioning ability – 5/5
Sales ability – 5/5
Shop appearance – 1/5
Total – 24/30

1: Carphone Warehouse

Product range – 5/5
Product knowledge – 5/5
Airtime knowledge – 5/5
Questioning ability – 5/5
Sales ability – 5/5
Shop appearance – 4/5
Total – 29/30

Summary

All of the retailers make a big deal about the newest flagship devices,so the retail staff need to be up to date with what they offer.

Most of them managed this fine, although going into more detail seemed to be a challenge for both Charlotte at O2 and Eileen at Three, who both failed to get the basics right.

Samuel at EE didn’t lack in knowledge but his message was muddled and he seemed to rush through his sales pitch. Tiffany at Vodafone was lovely and though her knowledge wasn’t complete,she filled that in by searching for the phone specs online.

The winner was Tom at Carphone Warehouse who owned this task by giving the most information, the best sales pitch and getting everything right.

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