Mystery Shopper: Cheetham

5: Mobile 4 U (Independent)

Product range – 1/5
Product knowledge – 0/5
Airtime knowledge – 0/5
Questioning ability – 0/5
Sales ability – 0/5
Shop appearance – 1/5
Total – 2/30

4: Call Box (Independent)

Product range – 2/5
Product knowledge – 0/5
Airtime knowledge – 1/5
Questioning ability – 1/5
Sales ability – 1/5
Shop appearance – 1/5
Total – 6/30

3: Carphone Warehouse

Product range – 4/5
Product knowledge – 1/5
Airtime knowledge – 1/5
Questioning ability – 2/5
Sales ability – 3/5
Shop appearance – 4/5
Total – 15/30

2: T-Mobile

Product range – 4/5
Product knowledge – 4/5
Airtime knowledge – 0/5
Questioning ability – 3/5
Sales ability – 2/5
Shop appearance – 4/5
Total – 17/30

1: O2

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

A wide variety of mystery shopping experiences which provided a clear winner who demonstrated exactly how a customer should be treated from entry to exit.

The Nokia 5800 XpressMusic is a clear favourite in the price bracket prescribed with both O2 and T-Mobile staff recommending the handset.

Attempts to up-sell were welcomed in stores that had already listened and fulfilled the initial brief, whilst not always required it is the mantra of a good salesperson.

Full review in Mobile News issue 45February 1, 2010).

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