Mystery Shopper was looking for a contract smartphone that has a QWERTY keypad, within a budget of 30 a month
5: O2
Product range – 3/5
Product knowledge – 3/5
Airtime knowledge – 3/5
Questioning ability – 2/5
Sales ability – 2/5
Shop appearance – 4/5
Total – 17/30
4: Carphone Warehouse
Product range – 3/5
Product knowledge – 4/5
Airtime knowledge – 3/5
Questioning ability – 3/5
Sales ability – 3/5
Shop appearance – 3/5
Total – 19/30
3: Orange
Product range – 3/5
Product knowledge – 4/5
Airtime knowledge – 4/5
Questioning ability – 2/5
Sales ability – 3/5
Shop appearance – 4/5
Total – 20/30
2: Three
Product range – 4/5
Product knowledge – 4/5
Airtime knowledge – 3/5
Questioning ability – 3/5
Sales ability – 4/5
Shop appearance – 3/5
Total – 21/30
1: Vodafone
Product range – 3/5
Product knowledge – 5/5
Airtime knowledge – 4/5
Questioning ability – 3/5
Sales ability – 5/5
Shop appearance – 3/5
Total – 23/30
Summary
The popularity of BlackBerry handsets as the solution to those users looking for a QWERTY keyboard was clear for all to see.
With BlackBerry tariff costs remaining consistent across networks, it was only Vodafone and Orange that took the opportunity to differentiate themselves by mentioning extra customer opportunities.
Three offered the greatest-value option combined with the Nokia E5 handset, but the sales process lacked enthusiasm and was incomplete when compared to the winning Vodafone example.
Full review in Mobile News issue 485 (March 28, 2011).
