Mystery Shopper: Shepherd’s Bush

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Mystery Shopper is looking for a cheap-as-chips 4G smartphone, but doesn’t know whether to get it prepay or on pay monthly.  What will our sales staff recommend?

=5: Vodafone

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

=5: EE

Product range – 1/5
Product knowledge – 1/5
Airtime knowledge – 1/5
Questioning ability – 1/5
Sales ability – 1/5
Shop appearance – 4/5
Total – 9/30

3: O2

Product range – 1/5
Product knowledge – 2/5
Airtime knowledge – 2/5
Questioning ability – 2/5
Sales ability – 1/5
Shop appearance – 3/5
Total – 11/30

2: Three

Product range – 1/5
Product knowledge – 5/5
Airtime knowledge – 4/5
Questioning ability – 4/5
Sales ability – 5/5
Shop appearance – 3/5
Total – 22/30

1: Carphone Warehouse

Product range – 5/5
Product knowledge – 5/5
Airtime knowledge – 3/5
Questioning ability – 4/5
Sales ability – 5/5
Shop appearance – 5/5
Total – 27/30

Summary

Last year, 4G was the buzzword around the industry and it came at a premium.

Now there are loads of 4G devices on the market and a lot of them come in at £100 or under.

We asked for the cheapest 4G phone available but did not specify if we wanted it on a prepay deal or a monthly contract – that was up to the sales people to determine.

Vodafone had a weird layout and poor sales staff, while the wait at EE was unbearable.

The pitch at O2 was confusing but at least it was near budget – unlike Three, who went way over and didn’t offer an alternative.

The runaway winner was Yuri at Carphone who managed to find the right deal, offer good advice and do so with a great manner.

Full article in Mobile News issue 593 (July 20, 2015)

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