Mystery Shopper: Croydon

5: Chitter Chatter (Independent)

Product range – 3/5
Product knowledge – 4/5
Airtime knowledge – 0/5
Questioning ability – 3/5
Sales ability – 4/5
Shop appearance – 4/5
Total – 18/30

4: Carphone Warehouse

Product range – 4/5
Product knowledge – 4/5
Airtime knowledge – 0/5
Questioning ability – 4/5
Sales ability – 3/5
Shop appearance – 5/5
Total – 20/30

3: 3

Product range – 3/5
Product knowledge – 4/5
Airtime knowledge – 4/5
Questioning ability – 3/5
Sales ability – 3/5
Shop appearance – 4/5
Total – 24/30

2: Orange

Product range – 5/5
Product knowledge – 5/5
Airtime knowledge – 4/5
Questioning ability – 4/5
Sales ability – 4/5
Shop appearance – 5/5
Total – 26/30

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

Vodafone won this contest because it’s demonstration and explanation were the fullest, and its salesman was the most enthusiastic.

Chitter Chatter and Carphone showed decent handset knowledge, but lacked information on tariffs.

From there it got better, with 3 fixated on the BlackBerry Bold, and Orange giving a range of options. It was interesting that for both Orange and Vodafone, the performance of the salesmen masked the fact they recommended questionable devices. The Satio has had difficulties. And the Samsung 360 H1 is a something of a beast. But the salesmen were good enough to distract from this.

Full review in Mobile News issue 454 (December 14, 2009).

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