Vodafone Salisbury 5/30 Mystery Shop

Vodafone Salisbury Score a dreadful 5/30 for Mystery Shop

APPROACH
There was no initial interaction with any member of staff as i had to take a ticket and wait,
When i did get to speak to someone they seamed very rushed and not willing to help this was possibly due to the size of the queue that had formed and were using the queue chopping method (OK i gets the queue down and stops customers from complaining about the length of time but is that actually giving great service...)
( Due to long waiting times with very little customer service i must give them a 2/10)

PROCESS
During the whole process i felt it very dull, robotic, there was very little effort to get information from me what so ever no open questions,  To me there was obviously no process at all as the sales person was constantly looking over my shoulder and staying behind the counter. (OK they were short staffed however a little nod or smile to people to let them know that they were there would be good start)
(What can i say really about the process,there was no process!!, i waited 20mins in the queue without any acknowledgement i was there that why I'm giving a 2/10)

CLOSE
After i waited for 20mins in the queue i asked what i was in here for i said i wanted the new galaxy s 3 they shifted there eyes and said its not out now but the galaxy s 2 is out and is equally as good, so to attempt to close the sale they tried selling me a completely different product in which is the previous model to the one i went in for... OMG are you stupid no one in there right minds would go for a older model.. They could have attempted to pre order one for me or do someone other than sell me a older phone and miss lead me by saying its 'pretty much the same'
(After being shocked of the outcome of the close I'm giving them a 1/10)

CONCLUSION
A shocking visit overall, as a loyal customer of 8 yrs i expected more. They clearly have issues with customer interaction and feel that the ticket machine is a great substitute for customer satisfaction. I can clearly say that after Queueing up like cattle and then  speaking to someone over the counter like your at the post office is not a great experience. The result for my Dreadful visit is 5/30

Mystery Shop (Chris Brown Shop Idol 2012)

Shop Idol is a competition to find top sales staff who consistently combine outstanding sales ability with the very best in customer service. It’s an opportunity to discover and reward the retail talent working on the shop floor of the mobile phone industry.
 It’s also a chance to get noticed as a top employee and a challenge to become the very best. The competition will involve being mystery shopped. 

So with out further adue here is the first mystery shop of the year and its on me..

Mystery Shop Report

I had to wait to see Chris, as he was busy talking to another customer. I could see how focused he was on this person as I observed their conversation, and he was just as attentive and courteous when dealing with me. Chris struck me as very polite and a great listener. He asked appropriate questions, demoed two handsets and gave me some sound advice. I liked that during the demo he sat by my side rather than face to face, which made it less formal and more about showing off the phone’s features in a relaxed way. He knew what he was talking about and didn’t use tech jargon. Chris made a clear recommendation in terms of hardware and tariff options and he tried to close the sale. I got the impression that he wanted to make things as clear as possible for me to make the right choice. A brilliant sales pitch. 

Quoted from isellmobile.com 

My Grand Total

TO BE CONFIRMED.........

• Meet and greet
• Understanding customer needs
• Recommending/product knowledge
• Fond farewell
• Overall personality rating

Scores will be marked for each catagory with an overall grand total. Wish me luck!!