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Mystery caller: mobile Wi-Fi

Mobile News
June 3, 2016

Mystery Caller is travelling around the country on a road trip with his family next month. He needs a mobile Wi-Fi device for internet on the go. What will the operators offer him? Can they offer him any good deals?

5: O2

Callum was much better than his colleagues and recommended a Wi-Fi dongle device that could connect up to 10 devices to at once. If only the other two O2 salespeople had the same level of professionalism.

Manner – 2/5
Understanding – 1/5
Knowledge – 1/5
Helpfulness – 2/5
Clarity – 1/5
Overall – 1/5
Total – 8/30

4: Vodafone

Although Chris was very thorough, he was very blunt and it was hard to be convinced into purchasing the MiFi device as a result. He didn’t add any enthusiasm into the sale and simply gave very straightforward answers.

Manner – 3/5
Understanding – 2/5
Knowledge – 2/5
Helpfulness – 2/5
Clarity – 2/5
Overall – 2/5
Total – 13/30

3: EE

David did a good job of selling the EE brand alongside the Osprey product. I was given the impression that I would be on a reliable network using the device.

Manner – 3/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 3/5
Clarity – 3/5
Overall – 3/5
Total – 18/30

2: Virgin

Before telling me more about the MiFi device, Tony took time to find out how many people I would be travelling with and how much data I’d be using. Top marks for tailoring his sales pitch to my needs.

Manner – 4/5
Understanding – 4/5
Knowledge – 3/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 4/5
Total – 23/30

1: Three

James did a top job of selling the Three brand in an attractive way. His honesty, politeness and enthusiasm to sell the Three brand shone through.

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


Fast Wi-Fi isn’t just restricted to the home or office anymore. Nowadays a wide range of dongles allow individuals to connect to the internet while on the move.

I felt like I was going back and forth with O2. Not even the polite and professional Callum could pick up the mess his colleagues had created.

Chris was clear and thorough, but it was hard to be convinced by him. His main problem was a severe lack of enthusiasm.

David’s positivity made for a much better call and he did a good job of selling the EE-branded Osprey.

A rare one from Virgin as Tony delivered some good quality customer service. Tony delivered a professional sales call which tailored his recommendations to my requirements.

The win this issue goes to James from Three, however. He was immediately friendly and wasn’t just content with selling me a Wi-Fi device. He wanted to make sure that I knew about all the perks of being a Three customer.

Full article in Mobile News issue 615 (May 31, 2016).

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