Mystery Shopper: Luton

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Mystery Shopper wants a smartphone designed for consuming media – movies, music, games etc. It’ll need a good screen and audio. What can our retailers come up with?

5: Three

Product range – 4/5
Product knowledge – 2/5
Airtime knowledge – 1/5
Questioning ability – 1/5
Sales ability – 1/5
Shop appearance – 3/5
Total – 12/30

4: Vodafone

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

3: EE

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

2: Carphone Warehouse

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

1: O2

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

A few years ago, watching a film on your phone was unthinkable due to small screens and poor sound quality.

But most recent smartphones come with excellent screens, while 4G has made streaming much more viable.

We asked for a phone which excelled in these areas, but the pitch from Three’s Jay was confusing.

Long queues made Carly at Vodafone rush, while EE’s Jack seemed more interested in the police presence at the store than in finding me a great deal.

April at Carphone Warehouse started off poorly but as she got more into it, she was great at finding a good deal.

But she only offered one device and had less knowledge than Sam at O2, who was a deserved winner.

Full article in Mobile News issue 592 (July 6, 2015)

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