Does anyone ever get an associate that can speak intelligently about them on a mystery shop? Which in turn, can let the shop go fluidly like the MSC and client want?

I've done five now, for different MSC's, and different companies. The associates are so clueless its amazing. I think I am done with smartphone shops.

(Vent)

Maybe you've discovered the primary reason for the shops?

With all the cell phone shops in my area, across clients and MSCs, I'm seriously considering adding them to my repertoire.

I had a cell phone shop on Sunday. My paperwork wanted to know the great things the sales rep had to say about a specific phone. There were two reps, and they had nothing good to say, unless you count "Enough apps to keep a teenage girl happy."

They were very knowledgeable and articulate about the competitor's phones.

I've done a lot of smartphone shops for various MSCs and I've experienced a wide range of associates. A couple have been impossible to get information out of, some only care if you they believe you'll switch carriers, some stand around like statues, and some do their jobs very well. It is indeed a mix.

I have done 3 cellphone shops, and 2 of the associates were so good that I felt bad wasting their time.

I am performing accessory shops (no purchase) at cell phone locations. A small fee for simple work. I see some that will reimburse for purchase, might try one. Eventually I'll try an actual phone shop and see if the fees are fair (for me) for the work involved.

I have one coming up over the weekend. I haven't done one in awhile, so I'm a bit apprehensive that neither the salesperson nor I will have a good grasp of anything!

I have done cell phone shops where the associate made me feel like an idiot. I have done shops where they didn't seem to care if I was there. I've done shops where the associate's depth of knowledge was so impressive I found it difficult to describe, and shops where they seemed to know nothing -- and they didn't care, either. I recall my first one -- it was heavily bonused, required that you own a specific phone. I called the scheduler. "I don't own that phone. But believe me, I can ACT like I own that phone. Will that do?" After that, they changed the guidelines to "you must present yourself as the owner of XXXX brand of phone". LOL!!!!

This guy yesterday was awful.

After 10 minutes, I am acknowledged, and told to wait and someone will be with me. I wait another 10 minutes. (There were 5 customers already in store and 3 associates working, not an awful ratio). Still, I am a patient person, so I courteously wait my turn.

Finally, I get approached.
Him: How can I help you today?
Me: I am looking at getting a new smartphone.
Him: Are you a (cellphone provider) customer?
Me: Not yet, I'm just interested in upgrading my phone and want to see what might be out there.
Him: You should do that online.
Me: (startled by response) I thought it would be best to come in and have a look around.
Him: You should do that online.
Me: (trying a different route) What do you think is the best out there?
Him: I have no idea what it best for you.
Me: I want a phone that: x, y, and z.
Him: Research it online then.
Me: Can you show me what you might have.
Him: Our phones are over there. (points) Go look at one while I help another customer.
I go look at where he tells me look and wait 10 minutes while he helps another customer. When he's done, he sees I am still there and goes to a back room. I am still there when he comes out, he gives me an empty glare from a distance, and helps a new customer. I then leave. Report filled out the best I could but I can do a gas station for the same amount of money just about.

This is the second totally clueless person I have run into, though the first one wasn't this awful. The other two had minimal knowledge as well. They're favorite line is, "go online."

Edited 1 time(s). Last edit at 11/05/2015 04:51PM by tcurione.

That's horrible. I've never had one exactly like that. I have had them say all the phones are the same. All the plans are the same. Just pick one. Okay. Sure. lol

Oh, I just LOVE the scenarios that tell you the SPECIFIC features to ask about! "Speed? Any new phone will be faster" "Improved camera? Every new phone has a better camera than the one in your phone". Like, D'OH!