Mystery Shopper: Cambridge

Mystery Shopper’s girlfriend is moving to France for a ski season and so he’s looking for a mid-priced prepay phone to Skype her on to save on international calls

5: Virgin

Product range – 4/5
Product knowledge – 2/5
Airtime knowledge – 0/5
Questioning ability – 2/5
Sales ability – 2/5
Shop appearance – 4/5 
Total – 10/30

4: Three

Product range – 5/5
Product knowledge – 5/5
Airtime knowledge – 0/5
Questioning ability – 3/5
Sales ability – 3/5
Shop appearance – 3/5
Total – 19/30

3: Vodafone

Product range – 5/5
Product knowledge – 2/5
Airtime knowledge – 4/5
Questioning ability – 3/5
Sales ability – 2/5
Shop appearance – 5/5
Total – 21/30

2: EE

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

1: O2

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

Summary

A close Mystery Shopper this issue, with all staff able to explain Skype and make a good recommendation on a mid-range smartphone.

Gemma at O2 was a worthy winner with her friendly manner and good product and tariff knowledge.

The assistant at EE lost marks for the bizarre recommendation that I should take the cheapest contract and just cancel it whenever I wanted.

Vodafone once again used a wide open query to try to sell an S III, while the bottom two – Three and Virgin – lacked any tariff knowledge.

Full article in Mobile News issue 531 (January 28, 2013).

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