Mystery Shopper: Dudley

5: O2

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

4: 3

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

=2: Carphone Warehouse

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

=2: Vodafone

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

1: Orange

Product range – 4/5
Product knowledge – 4/5
Airtime knowledge – 5/5
Questioning ability – 4/5
Sales ability – 4/5
Shop appearance – 4/5
Total – 25/30

Summary

Pam in the Orange store boasted the best knowledge by far today and knew exactly how to present it effectively. 

There was no poor customer service in any of the stores visited, with a good level of knowledge and appropriate packages offered. 

All those we spoke to all had the right knowledge and knew whether they could or couldn’t provide a solution. 

Olly was the next to stand out with his confident approach. The only point we found difficult to understand was O2’s ‘bolt-on’ packages. 

Perhaps a longer explanation would have cemented it in our mind.
Overall, this was a great job done by the West Midlands stores.

Full review in Mobile News issue 440 (June 1, 2009).

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