Mystery caller: big data bundles

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Mystery Caller’s handset contract is coming to an end. He wants to keep his phone and get a new SIM- card with a massive data allowance. What can they offer him? Can Mystery Caller grab a bargain?

5: Virgin

She asked me for my number and birthday. I asked why she needed both. It was because she wanted to store my details on the database, but the way she explained it at the start wasn’t great

Manner – 2/5
Understanding – 2/5
Knowledge – 2/5
Helpfulness – 2/5
Clarity – 2/5
Overall – 2/5
Total – 12/30

4: O2

She sounded very glum throughout our exchange and any optimism I had in hoping to get a good deal had faded away throughout the duration of my call. I left with no real opinion of what had happened

Manner – 2/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 2/5
Clarity – 3/5
Overall – 3/5
Total – 16/30

3: Vodafone

The salesman made it more appealing by telling me about Vodafone’s entertainment package. On top of my monthly payment, I would also get a 12-month subscription to Spotify, Netflix or Now TVManner – 4/5

Understanding – 4/5
Knowledge – 3/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 3/5
Total – 20/30

2: EE

John used his own initiative to find out these details and tailored his sale accordingly to my own needs. He gets some massive brownie points here. It felt like he was doing his job properly

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

1: Three

A fantastic job from Rob, who clearly stands way above everyone else. His knowledge and clear belief in the Three brand allowed him to outclass all the other salespeople. Top job

Understanding – 5/5
Knowledge – 5/5
Helpfulness – 5/5
Clarity – 4/5
Overall – 5/5
Total – 29/30

Summary

The introduction of mobile internet has bumped data usage to the top of most mobile phone users’ needs.

Tanya from Virgin was pushy and gave no real consideration or thought when asked to specify details.

Hannah at O2 was slightly better and gave a good idea of what is on offer, but could have been a little more positive.

The Vodafone salesman did a decent job and really sold the perks of his company well.

There’s little doubt that John from EE was one of the best. He was very enthusiastic.

Rob clearly outclasses all the other network salespeople, however. He just kept on with the advantages of joining Three.

It sounded like he really believed what he was selling. It was obvious he wasn’t just reading off a computer screen like the others were obviously do- ing so.

Full article in Mobile News issue 612 (April 18, 2016).

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