With Christmas on the horizon, Mystery Caller wants to buy a tablet suitable for a young relative as a Christmas present. What can our CSAs offer him?
5: O2
Richard seemed annoyed by this and suddenly he became a lot less friendly. He asked if I had any ideas what tablet would be suitable or if I was sticking to a certain budget
Manner – 1/5
Understanding – 1/5
Knowledge – 1/5
Helpfulness – 1/5
Clarity – 3/5
Overall – 1/5
Total – 8/30
4: Virgin
When I told him I needed to buy the actual tablet, he broke the bad news: Virgin Mobile don’t actually sell tablets and they never have
Manner – 4/5
Understanding – 2/5
Knowledge – 3/5
Helpfulness – 1/5
Clarity – 3/5
Overall – 2/5
Total – 15/30
3: Three
He offered the Acer Iconia A1 but admitted this was WiFi only. This was despite the fact that I’d told him I needed the tablet to work on the go, as well as at home
Manner – 3/5
Understanding – 2/5
Knowledge – 3/5
Helpfulness – 4/5
Clarity – 3/5
Overall – 3/5
Total – 18/30
2: Vodafone
Brooke asked if I was interested in the iPad Mini and I said that I would be if it was at a good price
Manner – 4/5
Understanding – 4/5
Knowledge – 4/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 4/5
Total – 24/30
1: EE
Katie also mentioned a special Christmas offer which was limited by stock
Manner – 5/5
Understanding – 5/5
Knowledge – 4/5
Helpfulness – 5/5
Clarity – 4/5
Overall – 5/5
Total – 28/30
Summary
Operators must be expecting a busy Christmas, and gifts will play a key role in the seasonal rush.
The CSAs needed to get to grips with what tablet made a good present for a 10 year old – cheap, durable and easy to use but also functional and fun.
Richard from O2 failed on that account. It didn’t help that he was very ill mannered and really failed to promote the O2 brand.
It was hard not to feel sorry for Steve at Virgin. He seemed nice and knew a lot about tablets and Virgin offers, but was hamstrung because that didn’t include tablets at all.
David at Three was nervous and it led to long pauses and ineffective sales techniques.
That wasn’t a problem for Vodafone’s Brooke who got to grips with the task brilliantly. She only lost out because she was a little bit unconvincing.
The deserved winner was Katie at EE who not only understood what kids need in a tablet, but managed to sell the network with some real Christmas cheer.
Full article in Mobile News issue 578 (December 1, 2014).
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