Mystery Shopper wants information on dual-core handsets. What are the stores offering? What do they know about them? What makes them different?
5: Vodafone
Product range – 4/5
Product knowledge – 2/5
Airtime knowledge – 5/5
Questioning ability – 2/5
Sales ability – 2/5
Shop appearance – 4/5
Total – 19/30
4: O2
Product range – 4/5
Product knowledge – 5/5
Airtime knowledge – 5/5
Questioning ability – 2/5
Sales ability – 2/5
Shop appearance – 5/5
Total – 23/30
3: Carphone Warehouse
Product range – 5/5
Product knowledge – 5/5
Airtime knowledge – 5/5
Questioning ability – 2/5
Sales ability – 2/5
Shop appearance – 5/5
Total – 24/30
2: Phones 4U
Product range – 5/5
Product knowledge – 4/5
Airtime knowledge – 5/5
Questioning ability – 3/5
Sales ability – 5/5
Shop appearance – 4/5
Total – 26/30
1: Orange
Product range – 5/5
Product knowledge – 5/5
Airtime knowledge – 5/5
Questioning ability – 4/5
Sales ability – 5/5
Shop appearance – 5/5
Total – 29/30
Summary
The key factor in this mystery shop was to find out what dualcore handsets were on the market.
Vodafone have the exclusive HTC, but had to look up on the computer to find out about it. O2 did not have one in store and seemed to be rushed off their feet. Carphone Warehouse had a lot of knowledge, but I could not pick the handset up physically as it was stuck down in a shopguard.
Phones 4 U were good, in terms of knowledge, once Nadine found out what a dual-core handset was. Orange had the best customer service skills by far, pods around the shop floor so they could show customers and are obviously proud to be selling the Motorola ATRIX.
Full review in Mobile News issue 490 (June 6, 2011).
