Mystery Shopper: Metrocentre

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Mystery Shopper travels abroad a lot, especially in Europe, the US and China. He wants a SIM-only deal that comes with some kind of roaming package. What can our retailers offer him?

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: EE

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

3: Three

Product range – 2/5
Product knowledge – 0/5
Airtime knowledge – 1/5
Questioning ability – 2/5
Sales ability – 2/5
Shop appearance – 2/5
Total – 11/30

2: O2

Product range – 4/5
Product knowledge – 4/5
Airtime knowledge – 3/5
Questioning ability – 5/5
Sales ability – 4/5
Shop appearance – 3/5
Total – 23/30

1: Vodafone

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

Summary

It’s summer time so a lot of customers will be asking how much it will cost to use their phones abroad.
You’d expect the retailers to know the answer, or at least how to find out, but very few did.

I’d asked for a SIM-only deal but Alex at Carphone refused to play ball, not mentioning EE’s roaming bundles.

Saying that, Kara at EE didn’t seem to know about their roaming bundles either, while Three’s Laura seemed disinterested.

Merina at O2 gave a confusing explanation of what they offered but was excellent once she made it clear.

The best of the bunch was Vodafone’s Liam who offered a great deal and explained what I needed to know well.

Full article in Mobile News issue 594 (August 3, 2015)

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