Mystery Caller needs a phone with a top of the range camera but only wants to pay around £30 per month. Can our sales find me a great snapper but stick within my pricepoint? Can they explain why the camera is great?
5: Vodafone
Again, he mentioned the camera and called it the biggest one available. What did he mean by biggest?
Manner – 2/5
Understanding – 2/5
Knowledge – 2/5
Helpfulness – 2/5
Clarity – 1/5
Overall – 2/5
Total – 11/30
4: EE
He uses his all the time when he goes out drinking and it works well in pubs, which are very dark. Very reassuring.
Manner – 3/5
Understanding – 2/5
Knowledge – 3/5
Helpfulness – 2/5
Clarity – 3/5
Overall – 3/5
Total – 16/30
3: O2
She admitted she wasn’t a camera expert but that was already obvious. At least she was willing to check specs for me but this took a while
Manner – 2/5
Understanding – 3/5
Knowledge – 2/5
Helpfulness – 4/5
Clarity – 4/5
Overall – 3/5
Total – 18/30
2: Three
She said it comes with an LED flash, if that makes any sense to me, and a 4x digital zoom
Manner – 5/5
Understanding – 4/5
Knowledge – 2/5
Helpfulness – 5/5
Clarity – 3/5
Overall – 3/5
Total – 22/30
1: Virgin
I explained I needed a camera and he asked whether I owned a DSLR camera. Good start, Grant seemed like someone in the know
Manner – 5/5
Understanding – 3/5
Knowledge – 5/5
Helpfulness – 5/5
Clarity – 5/5
Overall – 5/5
Total – 28/30
Summary
A good camera is a vital part of smartphones so the sales teams should know a lot about them.
Most of our advisors seemed to know the basics, such as megapixel count and screen sizes. Probing for more details about the camera exposed their lack of camera expertise.
Gareth from Vodafone didn’t have a clue about what he was offering while Scott from EE seemed bored and disinterested.
The O2 and Three advisors at least admitted the gaps in their camera knowledge. Both tried to use the internet to fill them, but this took a lot of time and effort and really undermined their sales technique.
Grant from Virgin was a clear winner, showing a good mixture of in depth knowledge, customer awareness and great sales skills to come out on top.
Full article in Mobile News issue 571 (August 26, 2014).
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