Mystery Caller is fed up with charging his phone every night and wants a device with at least a two-day battery life. Can the sales staff set realistic expectations and find the right device?
5: O2
He said Samsung phones normally came with decent battery life, but he couldn’t look into it any further because the “website isn’t playing today”. Great, where does that leave me?
Manner – 2/5
Understanding – 1/5
Knowledge – 1/5
Helpfulness – 1/5
Clarity – 3/5
Overall – 1/5
Total – 9/30
4: Virgin
She didn’t ask me any questions about my requirements. I pressed her to talk about battery life but my query was brushed away when she told me that it was “the best”.
Manner – 4/5
Understanding – 2/5
Knowledge – 2/5
Helpfulness – 2/5
Clarity – 5/5
Overall – 2/5
Total – 17/30
3: EE
When I told Adam I wasn’t willing to take out the deal that day, he sounded a little bit grumpy, but he did take my details and offer to call me back another day, which was great.
Manner – 2/5
Understanding – 3/5
Knowledge – 3/5
Helpfulness – 2/5
Clarity – 5/5
Overall – 3/5
Total – 18/30
2: Three
David did a decent job of selling the phone but could have spent more time detailing why this was the best option, battery wise.
Manner – 4/5
Understanding – 4/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 4/5
Total – 24/30
1: Vodafone
Francis offered to give me my first two bills for free if I took it out immediately. It was an excellent sweetener to try and seal the deal.
Manner – 5/5
Understanding – 5/5
Knowledge – 5/5
Helpfulness – 5/5
Clarity – 4/5
Overall – 5/5
Total – 29/30
Summary
We had grown fed up of smartphones that need charging every night and wanted one that would last at least two days.
Though battery life is all down to usage, the task was for the sales staff to set realistic expectations but also find the best battery on the market.
Mike at O2 was a bit odd and kept blaming his computer for his lack of knowledge.
The girl at Virgin didn’t share her name, so I shouldn’t have been surprised when she didn’t give me any information about battery life either.
Adam at EE was a lot better but didn’t delve into enough detail.
Neither did David at Three, but at least he gave up enough details to set some expectations around battery life.
Though he spoke a little quickly, Francis from Vodafone was far better than anyone else giving a great description of the phone he offered plus adding a little sweetener to try and seal the deal there and then.
Full article in Mobile News issue 590 (June 8, 2015).
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