Mystery Shopper has high expectations. He wants a new pay monthly phone with at least 4GB of data, but wants it for under £30. Can our retailers find him a bargain?
=4: Vodafone
Product range – 1/5
Product knowledge – 2/5
Airtime knowledge – 2/5
Questioning ability – 2/5
Sales ability – 1/5
Shop appearance – 3/5
Total – 11/30
=4: O2
Product range – 3/5
Product knowledge – 1/5
Airtime knowledge – 1/5
Questioning ability – 1/5
Sales ability – 1/5
Shop appearance – 4/5
Total – 11/30
3: Carphone Warehouse
Product range – 1/5
Product knowledge – 4/5
Airtime knowledge – 4/5
Questioning ability – 3/5
Sales ability – 4/5
Shop appearance – 2/5
Total – 18/30
2: Three
Product range – 4/5
Product knowledge – 3/5
Airtime knowledge – 3/5
Questioning ability – 5/5
Sales ability – 4/5
Shop appearance – 4/5
Total – 23/30
1: EE
Product range – 5/5
Product knowledge – 4/5
Airtime knowledge – 5/5
Questioning ability – 5/5
Sales ability – 5/5
Shop appearance – 3/5
Total – 27/30
Summary
This week, Mystery Shopper set some unrealistic expectations for the retailers but the challenge was convincing him to spend more.
Donna at Vodafone almost audibly scoffed at the notion of 4GB for £20, while O2’s Yetti couldn’t find a deal even with a list in front of her.
Jack at Carphone managed to find a decent deal but only really went through one handset when he should have offered a range of options.
Chelsey at Three seemed to struggle at first but kept on asking questions until she finally managed to find a good deal.
Sam at EE offered a good range of phones and was positive about the challenge throughout, taking a deserved win.
Full article in Mobile News issue 588 (May 11, 2015).
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