Waitrose: Good afternoon, Waitrose customer service, (gives name), how can I help?
Mktg: I was just reading about the launch of a load of smaller Waitrose stores, is it Little Waitrose?
Waitrose: Convenience stores, yes.
Mktg: I live in south London and I know there are some big stores in the area, but I was wondering whether Waitrose might be opening a smaller one here.
Waitrose: Right, OK. Let's have a look, give me a moment (line goes quiet for a few seconds). Right, I'll read through all the branches: Tottenham Court Road, Wimbledon Hill, High Holborn, Alderley Edge, Bampton, Chester, Poundbury, Jesmond and King's Hill.
Mktg: So they're opening all over the country, not just in London?
Waitrose: Yeah, all over the country.
Mktg: So it's just the three in London then?
Waitrose: Yes, Tottenham Court Road, Wimbledon Hill, High Holborn. I don't know, do the others ring any bells?
Mktg: What's going to be the difference with the smaller stores?
Waitrose: It will be more essential products, bread, milk, and so on.
Mktg: Will it be more expensive? I know convenience stores tend to cost more.
Waitrose: No, definitely not, the prices won't increase because of the size of the branch.
Mktg: Oh, OK. I had been hoping one of the Little Waitrose stores would be opening up near me, as it's a bit of a trek to the nearest big store. The other thing I wanted to ask was are the new healthy products you've launched a big range?
Waitrose: It's a new range of products, for example, a romaine lettuce with a filling inside it. I would say, definitely look on Waitrose.com and go to the Love Life range under 'Inspiration'.
Mktg: OK great, thank you very much.
VERDICT
Despite a slightly stilted style, and some shortcomings in geographical knowledge, the call-handler dealt with most questions efficiently. Where he came up short was in offering Mole wider options, such as Waitrose's recently launched London home-delivery service.
SCORE: 6/10