Mystery Caller: Contract phone for grandmother

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Mystery Caller wants his grandmother to have a cheap phone that isn’t too complicated to use and can be relied upon for emergency contact at all times. He also wants a decent contract for it. What deals can the networks offer?

5: EE

Dylan seemed very vague when he was telling me about the Doro device. I never really got a proper understanding of why it would be a suitable phone for an elderly person

Manner – 2/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 2/5
Clarity – 2/5
Overall – 2/5
Total – 14/30

4: O2

I asked Scott about tariffs and he annoyingly told me to look either in-store or online. This wasn’t very helpful and didn’t really provide answers I was looking for

Manner – 3/5
Understanding – 2/5
Knowledge – 3/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 3/5
Total – 17/30

3: Virgin

I told Gina I was still shopping around and she remained quite polite. She even offered me her number if I wanted to call her back and ask any more questions

Manner – 3/5
Understanding – 4/5
Knowledge – 3/5
Helpfulness – 4/5
Clarity – 3/5
Overall – 4/5
Total – 21/30

2: Vodafone

Rhea asked for my postcode, but wasn’t taken aback when I refused and simply told me that Vodafone has fantastic 4G coverage

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

1: Three

Danny continued to emphasise the positives of the Samsung Utopia. He was very polite and his knowledge definitely made me trust his opinion

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

Summary

We wanted a phone that was easy for an inexperienced smartphone user over the age of 65 to use.

Dylan from EE was polite, but was also very vague when describing all the devices he was trying to sell.

O2’s Scott wasn’t much better and frustratingly directed me to the O2 website or in-store for information he should have been able to tell me over the phone.

Gina from Vodafone did a decent job of selling the devices and sounded like she had a general interest in what I was after.

Rhea from Virgin sounded very knowledgeable and, by offering me her number to call her back, sounded like she wanted to make sure I got what I wanted.

Danny from Three takes the top spot, however. He adapted his sale to what I was looking for in a phone and sounded like he wanted to make sure I walked away a happy customer. He confidently sold why I should go with Three, while emphasising why I should go for the Samsung Utopia.

Full article in Mobile News issue 598 (September 28, 2015).

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