0:00:02 > 0:00:05There are 24,000 mobile phone sales reps in the UK.
0:00:05 > 0:00:08The same materials that are used in aeroplanes,
0:00:08 > 0:00:09some of it is used in this phone.
0:00:09 > 0:00:15And every year, the industry holds a competition to find the best one.
0:00:15 > 0:00:17It's the Oscar for the mobile phone industry.
0:00:17 > 0:00:22- CHEERING - Get in there! Go on!
0:00:22 > 0:00:25It's the same as it would be for a journalist to win the Pulitzer,
0:00:25 > 0:00:28or for a writer to win the Booker.
0:00:28 > 0:00:30It scares me about what my potential is.
0:00:30 > 0:00:34From across the country, top sellers from all the major phone retailers
0:00:34 > 0:00:37face a gruelling series of challenges...
0:00:37 > 0:00:40What are the camera resolutions for the Samsung Galaxy A5?
0:00:40 > 0:00:4413 megapixel camera on the back and a five megapixel on the front.
0:00:44 > 0:00:47..in front of expert judges.
0:00:47 > 0:00:50We are expecting to see people who could sell anything.
0:00:50 > 0:00:54So, here we have a flotation device...
0:00:54 > 0:00:56- BELL DINGS - Uh...- Oh, God.
0:00:56 > 0:01:00I've written down one word and it says, "Painful".
0:01:00 > 0:01:03They've been given the power of being judges
0:01:03 > 0:01:06and I feel that it's really gone to their head.
0:01:06 > 0:01:09After six months of intensive tests,
0:01:09 > 0:01:13only the very best will win a place in the grand final...
0:01:13 > 0:01:17I'd like you to line them up in decreasing battery size.
0:01:17 > 0:01:20I'm not going to get my guns out just yet.
0:01:20 > 0:01:23..and with it, the chance to change their lives forever.
0:01:23 > 0:01:26I'm proud of him and I'm proud of him.
0:01:26 > 0:01:29And, um, it seems like, you know, we've done a good job.
0:01:30 > 0:01:34I'm emotional cos I'm passionate, not because I'm soft.
0:01:34 > 0:01:38It's just so difficult. It's just so tough.
0:01:38 > 0:01:41If stress is for you, sell mobile phones.
0:01:41 > 0:01:46- ANNOUNCER:- 'And the winner of Shop Idol 2015 is...'
0:01:46 > 0:01:48Christ on a raft.
0:01:48 > 0:01:54This programme contains strong language.
0:01:55 > 0:01:56It's the second round
0:01:56 > 0:01:59of Shop Idol, the phone industry's annual search
0:01:59 > 0:02:02to find the nation's best sales rep.
0:02:02 > 0:02:05These two babies here, they pack the whole punch.
0:02:05 > 0:02:09£18 a month. After one year, I can reduce it to £10.
0:02:09 > 0:02:13Last week, the big phone companies' top sellers, known as Chosen Ones,
0:02:13 > 0:02:16faced the scrutiny of the mystery shopper.
0:02:16 > 0:02:19Is it more about the phone or is it more about the bill coming down?
0:02:19 > 0:02:21And as the judges reviewed their performance...
0:02:21 > 0:02:23Nothing about camera, nothing about processor,
0:02:23 > 0:02:25nothing about memory size.
0:02:25 > 0:02:28..some of the country's top sales staff bit the dust.
0:02:28 > 0:02:31- You just missed out.- No.
0:02:31 > 0:02:36In total, 13 Chosen Ones made it through to the regional heats...
0:02:36 > 0:02:38What a belter. Absolute belter.
0:02:38 > 0:02:42- ..to be held in two weeks' time. - Happy days!
0:02:46 > 0:02:48THEY LAUGH
0:02:48 > 0:02:51Now round two gets underway.
0:02:51 > 0:02:54Go, go, go, go, go! Yeah!
0:02:54 > 0:02:56As the competition's underdogs,
0:02:56 > 0:03:00the Self-Nominees who were overlooked by their companies enter the race
0:03:00 > 0:03:03to join the Chosen Ones in the regional heats.
0:03:03 > 0:03:04Another happy customer.
0:03:04 > 0:03:07'I will do everything to be in this competition. Everything.'
0:03:07 > 0:03:08Yeah!
0:03:08 > 0:03:13To qualify, it's the Self-Nominees who must now face the scrutiny
0:03:13 > 0:03:17of the mystery shopper, but half of them will be knocked out.
0:03:17 > 0:03:21It's, like, in the back of my mind every day.
0:03:22 > 0:03:25I know I'm going to be mystery shopped, but I don't know when.
0:03:27 > 0:03:30I'm nervous. Really nervous.
0:03:31 > 0:03:33- Thanks for waiting. - That's all right. No problem.
0:03:33 > 0:03:35Every candidate, every action
0:03:35 > 0:03:39is being looked at in very minute detail.
0:03:39 > 0:03:42£30 free credit. I mean, that is a lot.
0:03:42 > 0:03:45There is nowhere to hide. We will find those little details,
0:03:45 > 0:03:46the thing that you missed out,
0:03:46 > 0:03:49the tariff you didn't talk about, the service that you didn't
0:03:49 > 0:03:50up-sell or recommend.
0:03:50 > 0:03:52Completely sealed. Waterproof. Dust-proof.
0:03:52 > 0:03:54Has a dedicated camera button.
0:03:54 > 0:03:55I want somebody who delivers
0:03:55 > 0:03:57amazing service,
0:03:57 > 0:03:59has all the key behaviours absolutely right
0:03:59 > 0:04:03and translates that into really good sales.
0:04:05 > 0:04:09Sales reps can deal with up to 50 customers a day
0:04:09 > 0:04:10and the stress of not knowing
0:04:10 > 0:04:13whether one of them is the mystery shopper
0:04:13 > 0:04:16is beginning to affect one of the Self-Nominees.
0:04:16 > 0:04:17What's more important at the moment -
0:04:17 > 0:04:19the store or the competition?
0:04:20 > 0:04:22The competition.
0:04:22 > 0:04:2531-year-old Roland, who was born in Hungary,
0:04:25 > 0:04:29usually tops the in-store sales charts.
0:04:29 > 0:04:32I'm just out-of-control today. I'm definitely having a bad day.
0:04:32 > 0:04:35But he's become so distracted by the mystery shopper,
0:04:35 > 0:04:37his customer feedback scores have plummeted.
0:04:37 > 0:04:39His number one priority is just, you know,
0:04:39 > 0:04:42this mystery shopper could come in now any time.
0:04:42 > 0:04:43It's taken over his life.
0:04:43 > 0:04:46Absolutely taken over his life at the moment.
0:04:46 > 0:04:48Doing everything wrong. I'm just going to have a break now.
0:04:48 > 0:04:50I can't concentrate.
0:04:53 > 0:04:55No, the problem is my fault.
0:04:55 > 0:04:56Basically, I didn't have my breakfast
0:04:56 > 0:04:58because I was fucking lazy
0:04:58 > 0:05:00and I feel like now I don't have any energy.
0:05:00 > 0:05:02Well, go and get some breakfast, then.
0:05:02 > 0:05:05- You took ages with those customers this morning.- I know.
0:05:05 > 0:05:06- You spent...- I know. I know.
0:05:06 > 0:05:09- 11 o'clock and you've served one customer.- Everything was wrong.
0:05:09 > 0:05:12- The system didn't work. The system is bad.- The system is working.
0:05:12 > 0:05:14I've done about four upgrades in the time you've just done two.
0:05:14 > 0:05:16Because I scanned the wrong IMEI number.
0:05:16 > 0:05:18- Whose fault is that? It's yours.- Mine, yes.
0:05:18 > 0:05:20Sort it out. Fuck off and get some lunch or breakfast
0:05:20 > 0:05:22and sort yourself out.
0:05:24 > 0:05:28I'm not in control of my body. I'm feeling messed up.
0:05:28 > 0:05:30- HE SIGHS - Just lost it with him.
0:05:30 > 0:05:32He's taken forever with customers
0:05:32 > 0:05:34and he's been a bit highly strung this morning.
0:05:34 > 0:05:37Certainly hasn't had his breakfast. He's been a bit of a diva.
0:05:37 > 0:05:39- HE SIGHS - I need to control
0:05:39 > 0:05:41this energy that I've got. I need to control it.
0:05:41 > 0:05:45It's like you've got an atom bomb and you don't want to, you know...
0:05:47 > 0:05:49..let it explode. You want to control it.
0:05:49 > 0:05:52That's why you put the clock on it and it's counting back.
0:05:52 > 0:05:54Sometimes, I don't have the clock.
0:05:54 > 0:05:56I'm just exploding without any counter, you know,
0:05:56 > 0:05:57and it's not good.
0:06:00 > 0:06:03In Lewisham, it's business as usual
0:06:03 > 0:06:06as yet another new handset hits the high street.
0:06:06 > 0:06:08The S6 Edge.
0:06:08 > 0:06:10So, this is a black one.
0:06:11 > 0:06:12Black Sapphire.
0:06:12 > 0:06:14It's got an optical processor,
0:06:14 > 0:06:16which means it's got eight brains inside.
0:06:16 > 0:06:18The first thing is it's not even black. It's blue.
0:06:18 > 0:06:20What do they call the white one here?
0:06:20 > 0:06:21It's just white, basically,
0:06:21 > 0:06:24but they're going to call it...White Pearl.
0:06:25 > 0:06:30Manager Jason is championing Self-Nominees Kiet and Ayyub
0:06:30 > 0:06:31in the competition.
0:06:31 > 0:06:33It is the equivalent of winning an Oscar.
0:06:33 > 0:06:36It's the Oscar for the mobile phone industry.
0:06:37 > 0:06:40From where their background is and where they've come from,
0:06:40 > 0:06:43I just hope my guys do themselves proud.
0:06:43 > 0:06:46The lads have been friends for ten years
0:06:46 > 0:06:50and joined the store via a charity for out-of-work youngsters.
0:06:50 > 0:06:51I was searching for jobs,
0:06:51 > 0:06:53like, left, right and centre.
0:06:53 > 0:06:56It sounds stupid, but I was considering
0:06:56 > 0:07:00selling drugs and stuff, but I'm glad that I didn't.
0:07:01 > 0:07:03Didn't go down that path.
0:07:04 > 0:07:06Like I said, he is my best mate.
0:07:06 > 0:07:09We used to go to college and school together.
0:07:09 > 0:07:11We like to do things together, in a way,
0:07:11 > 0:07:14so there's not much competition.
0:07:14 > 0:07:17As their mentor, Jason's keen to make sure
0:07:17 > 0:07:20Kiet and Ayyub are prepared for any scenario
0:07:20 > 0:07:22when the mystery shopper arrives.
0:07:22 > 0:07:25The mystery shoppers will have a camera on them, yeah?
0:07:25 > 0:07:27- It could be...- Oh, wow. - Yeah. You'll be filmed.
0:07:27 > 0:07:29It'll probably be in a tie or something like that
0:07:29 > 0:07:31and you won't know when they're coming to do it.
0:07:31 > 0:07:33All right, so, what we've got here is, um...
0:07:33 > 0:07:35What we've got here is...
0:07:37 > 0:07:40- THEY LAUGH - Hello, sir. How can I help?
0:07:40 > 0:07:42- I'm not happy. - You're not happy?- No.- Take a seat.
0:07:43 > 0:07:45All right, sir, how can I help today?
0:07:45 > 0:07:47- I'm with EE.- OK.
0:07:47 > 0:07:49I just keep seeing my bills and they keep going up.
0:07:49 > 0:07:52- I've got my bills here. - OK, let me just have a look.
0:07:52 > 0:07:53What I would say with that is
0:07:53 > 0:07:55- you've done the right thing by sitting me down.- Yeah.
0:07:55 > 0:07:57But what about getting to know me?
0:07:57 > 0:07:59I was getting to it, but I was waiting for your reply.
0:08:01 > 0:08:04- Hello, sir. How are you today? - I'm not happy. I'm not happy at all.
0:08:04 > 0:08:05Let me help you. Can I take your name?
0:08:05 > 0:08:08- It's Mr Appleblossom.- Yes, sir. Take a seat here, Mr Appleblossom.
0:08:08 > 0:08:10I'll be glad to help you.
0:08:10 > 0:08:14- I don't trust you mobile phone sales people.- Oh, no?
0:08:14 > 0:08:17While Kiet and Ayyub are best friends,
0:08:17 > 0:08:21some contestants share a rather less cosy relationship.
0:08:21 > 0:08:23If you were to actually flip over the S6 Edge,
0:08:23 > 0:08:25it actually has its own lighting system.
0:08:25 > 0:08:29Mark and Gemma work together in the Poole branch of EE,
0:08:29 > 0:08:31but they are bitter rivals in the competition.
0:08:31 > 0:08:34- HE YAWNS - That was brilliant and everything,
0:08:34 > 0:08:35but let me tell you this, OK?
0:08:35 > 0:08:38So, the Sony's got a 20.7 megapixel camera, OK?
0:08:38 > 0:08:41It's got a high-definition, TRILUMINOS Live LED display, OK?
0:08:41 > 0:08:42With X-Reality on it.
0:08:42 > 0:08:4631-year-old Mark Davis has done a number of different jobs
0:08:46 > 0:08:49after his dream of being a footballer didn't work out.
0:08:49 > 0:08:51It scares me about what my potential is.
0:08:51 > 0:08:53You know, I try and be that go-to guy,
0:08:53 > 0:08:56as we talked about earlier. Brand Davis, you know?
0:08:56 > 0:09:01But brand Davis' rival Gemma is no ordinary competitor.
0:09:01 > 0:09:04APPLAUSE Last year, she beat thousands
0:09:04 > 0:09:08of sales associates to make the top three of Shop Idol.
0:09:08 > 0:09:11It was a once-in-a-lifetime,
0:09:11 > 0:09:13- maybe twice-in-a-lifetime... - SHE LAUGHS
0:09:13 > 0:09:15It was the biggest night of her life.
0:09:15 > 0:09:19That's my award for Shop Idol that I got presented on the night
0:09:19 > 0:09:22and that was the actual ticket.
0:09:22 > 0:09:25That's the actual menu. So, we did have the meal on there.
0:09:25 > 0:09:26So, that was the coffee and caramel...
0:09:26 > 0:09:30The caramel meringue, vanilla cream, blackberry and coffee ice cream.
0:09:30 > 0:09:32Oh, my God.
0:09:32 > 0:09:34- It was a little bit orgasmic. - SHE LAUGHS
0:09:34 > 0:09:36- APPLAUSE - Getting as far as I did
0:09:36 > 0:09:38meant the world to me.
0:09:38 > 0:09:40It was such a confidence boost.
0:09:40 > 0:09:43Everyone was very supportive of me.
0:09:43 > 0:09:45It's almost being a bit of the centre of attention,
0:09:45 > 0:09:50which I wasn't used to, so it was good. I loved it.
0:09:50 > 0:09:54But will Gemma or Mark make the podium this year?
0:09:54 > 0:09:57The mystery shopper is on the move.
0:09:57 > 0:10:00- Hi there. You all right? - Yeah. How can I help?
0:10:00 > 0:10:02- I'm looking for a phone for my daughter.- OK.
0:10:02 > 0:10:05Probably the M2's going to be a nice one.
0:10:05 > 0:10:06- Eight megapixel camera as well.- OK.
0:10:06 > 0:10:08So, you still get some really good photos.
0:10:08 > 0:10:11- Still got a front-facing camera as well.- OK.
0:10:11 > 0:10:13So, it's quite a big screen as well, isn't it?
0:10:13 > 0:10:15It's a lovely screen size.
0:10:15 > 0:10:17- Her meet and greet is perfect.- Yeah.
0:10:17 > 0:10:20- Product knowledge is impeccable. - Yeah.- She's great.
0:10:20 > 0:10:23You go into a supermarket, you can take a photo of a bottle of wine
0:10:23 > 0:10:26and it will then search the internet for that label.
0:10:26 > 0:10:28It will tell you where the wine's from,
0:10:28 > 0:10:30- how the grapes are pressed.- Really?
0:10:30 > 0:10:32- It'll tell you everything about it.- Right.
0:10:32 > 0:10:33You buy from people you like,
0:10:33 > 0:10:35so that means really good facial expressions,
0:10:35 > 0:10:38that means using humour, that means instantly,
0:10:38 > 0:10:40"I liked him and I'm happy to buy from him."
0:10:40 > 0:10:42Thanks for your help.
0:10:42 > 0:10:45Mark and Gemma have impressed, but across the country,
0:10:45 > 0:10:49some of the other Self-Nominees are failing to measure up.
0:10:49 > 0:10:52- Right. - MAN LAUGHS
0:10:52 > 0:10:55Have you got any, like, particular hobbies or anything like that?
0:10:55 > 0:10:57That's just really bad body language.
0:10:57 > 0:10:59You can't start playing with your ear or your neck or...
0:10:59 > 0:11:00It's just not good.
0:11:00 > 0:11:03- MAN:- I'm looking for a phone for my dad.- OK.
0:11:03 > 0:11:06- Um, I thought I'd come and get a bit of advice.- OK.
0:11:06 > 0:11:09Um, what do you want the phone to be able to do?
0:11:09 > 0:11:11- I think he'd enjoy a smartphone.- OK.
0:11:11 > 0:11:14There was no passion. There was no personalisation.
0:11:14 > 0:11:19There was no selling. It was just...very bizarre.
0:11:19 > 0:11:20But there is one candidate
0:11:20 > 0:11:23whose mystery shop has caught the judges' eye.
0:11:23 > 0:11:25With a lot of cameras, you find that the brightness
0:11:25 > 0:11:27- would then dim what's inside the room.- MAN:- Yes.
0:11:27 > 0:11:32But the camera's very well-balanced, so you can see everything without...
0:11:32 > 0:11:3626-year-old Claire works for Carphone Warehouse in York.
0:11:36 > 0:11:38She's no stranger to winning.
0:11:38 > 0:11:42Before getting into mobile phones, she was a champion line dancer.
0:11:47 > 0:11:50This was from when I won the world championship
0:11:50 > 0:11:52for choreography.
0:11:52 > 0:11:54I did used to have my own dance school,
0:11:54 > 0:11:57but it just doesn't pay enough to live off.
0:11:57 > 0:12:00I enjoy dancing, but the kind of life I want to have -
0:12:00 > 0:12:02I want to get married, I want to have a house,
0:12:02 > 0:12:05I want to eventually have children and things like that -
0:12:05 > 0:12:08and that's... You can't do that and dance around the world.
0:12:08 > 0:12:10It's just one or the other.
0:12:11 > 0:12:14Claire swapped sequins for SIMs and has been working
0:12:14 > 0:12:17as a sales associate for the last six months.
0:12:17 > 0:12:21Customers do sometimes come in and sort of look past me
0:12:21 > 0:12:23and go to the geeky guys at the back,
0:12:23 > 0:12:24but when they then come over to me and say,
0:12:24 > 0:12:27"Do you know the answer?" and then I give them the answer,
0:12:27 > 0:12:29they realise that if they'd just come to me first,
0:12:29 > 0:12:31I'd have known from the start, so...
0:12:31 > 0:12:33Despite the misconceptions,
0:12:33 > 0:12:35she's become the store's number one sales associate.
0:12:35 > 0:12:39- How can we help you, sir? - Sort my phone out. To get it sorted.
0:12:39 > 0:12:40Oh, right. Is it not working?
0:12:40 > 0:12:42As well as a good track record with customers,
0:12:42 > 0:12:44she also knows her tech.
0:12:44 > 0:12:48- I'm really interested in the Oculus Rift...- What's that?
0:12:48 > 0:12:49..which is virtual reality.
0:12:49 > 0:12:51- It's all magic.- I know it is!
0:12:51 > 0:12:53- It's easy for young ones. - THEY LAUGH
0:12:56 > 0:12:58How have you found Vodafone?
0:12:58 > 0:13:01- MAN:- I can't really fault it, to be honest. It's been fine.- Yeah?
0:13:01 > 0:13:05Emergency services use Vodafone, so you're doing well.
0:13:05 > 0:13:07Take that as a good sign.
0:13:07 > 0:13:09She talked about the emergency services.
0:13:09 > 0:13:12What she was doing there was talking about the reliability
0:13:12 > 0:13:14of the network and the confidence behind the network
0:13:14 > 0:13:16- without actually saying those things.- Yes.
0:13:16 > 0:13:19"It's got to be good cos the emergency services use them."
0:13:19 > 0:13:20- She said it all.- Perfect.
0:13:21 > 0:13:24While the Self-Nominees are still attempting
0:13:24 > 0:13:27to get into next week's regional heats,
0:13:27 > 0:13:30the phone companies' Chosen Ones, who are already through,
0:13:30 > 0:13:33have got a head start preparing.
0:13:33 > 0:13:36I'm thinking of a phone. It's one of these phones here.
0:13:36 > 0:13:40And you've got 20 questions to find out what it is.
0:13:40 > 0:13:45In Burnley, Three Mobile's Chosen One Baz is being put through his paces.
0:13:45 > 0:13:47- Is it waterproof?- It is.
0:13:47 > 0:13:49Xperia Z3 or Z2.
0:13:49 > 0:13:51- Boom! Two questions.- Smashed it.
0:13:54 > 0:13:56It's got a four megapixel rear camera,
0:13:56 > 0:13:59but it's UltraPixels, Super AMOLED screen.
0:13:59 > 0:14:02Fonehouse's chosen candidate Andy
0:14:02 > 0:14:06has taken on his workmate and best friend since school, Danny,
0:14:06 > 0:14:07as his personal trainer...
0:14:07 > 0:14:09- Can you train blind? - I'm going to fucking hit you.
0:14:09 > 0:14:12..coaching him in all aspects of mobile phones.
0:14:12 > 0:14:14Xperia Z3 Compact.
0:14:14 > 0:14:17It's got a 20.7 megapixel camera, two-day battery,
0:14:17 > 0:14:19STAMINA Mode, records video.
0:14:19 > 0:14:21'Train really well in the gym, you know what I mean?
0:14:21 > 0:14:23'Like, really, really hard, you know.'
0:14:23 > 0:14:25Relax, son. Just relax.
0:14:25 > 0:14:27He's a good guy, you know.
0:14:27 > 0:14:29He's just a good mate, do you know what I mean?
0:14:29 > 0:14:30He's a really good mate.
0:14:30 > 0:14:33Back in store, there's a chance for Andy
0:14:33 > 0:14:36to check out one of his main rivals in the next round.
0:14:36 > 0:14:38- So, this is the competition, eh? - Aye, aye.
0:14:38 > 0:14:41- Let's watch Nick Fosh's video. - Let's see what Nick Fosh can do.
0:14:41 > 0:14:43- ON COMPUTER:- '15 is an option. - Right.- 15 gigabytes.
0:14:43 > 0:14:45'That's a huge amount of data.'
0:14:45 > 0:14:47- Is it?- Yeah. Most networks offer, like, one gig with their plans.
0:14:47 > 0:14:50- Yeah.- So, four gigabytes is a massive amount of data.
0:14:50 > 0:14:52- ANDY:- This guy came across really well.
0:14:52 > 0:14:54Aye, he got, like, 100% or something, didn't he?
0:14:54 > 0:14:56This guy's the business.
0:14:56 > 0:14:58But, I mean, 100%. You can't argue with Nick Fosh.
0:14:58 > 0:15:00No, 100%. That's...
0:15:02 > 0:15:05That's nearly perfect, isn't it, really? 100%.
0:15:06 > 0:15:07You may find
0:15:07 > 0:15:09we've actually got a better deal for you
0:15:09 > 0:15:12where we can offer you more for the same sort of price.
0:15:12 > 0:15:15Nick Fosh from Swindon has been dubbed Mr Perfect
0:15:15 > 0:15:19after recording the highest mystery shop score last week.
0:15:19 > 0:15:21Very, very happy. Very humbled, I think.
0:15:21 > 0:15:24A lot of people, like you said, are calling me Mr Perfect.
0:15:24 > 0:15:27I don't think I'm perfect, personally, but, yeah,
0:15:27 > 0:15:30in the grand scheme of things, to score 100% is a big deal.
0:15:30 > 0:15:32- Thanks very much for your help. - Perfect.- Hope all goes well.
0:15:32 > 0:15:34I appreciate that. Well, fingers crossed.
0:15:34 > 0:15:36- IRISH ACCENT:- You look like a Shop Idol.
0:15:36 > 0:15:39You sing like a Shop Idol. You are a Shop Idol.
0:15:39 > 0:15:41You've got the star quality.
0:15:41 > 0:15:44- That was what's-his-face? - Louis.- Louis.
0:15:48 > 0:15:50As well as Mr Perfect,
0:15:50 > 0:15:53Andy's got some competition from a fellow Chosen One
0:15:53 > 0:15:55within his own company.
0:15:55 > 0:15:57I'd love to have an empire one day,
0:15:57 > 0:16:01whether it be properties, a few businesses
0:16:01 > 0:16:03or maybe it's one successful business.
0:16:03 > 0:16:06There's a million and one things going on inside of my head.
0:16:06 > 0:16:08What I will push for, though, is my own desk.
0:16:08 > 0:16:12While Andy works for one of Fonehouse's busiest stores,
0:16:12 > 0:16:14Callum works for one of its quietest
0:16:14 > 0:16:17on Worle High Street in Weston-super-Mare.
0:16:17 > 0:16:20Worle's population is, majoritally, an elderly population.
0:16:20 > 0:16:25The typical customer would be between the ages of...60 and 80.
0:16:25 > 0:16:26Let's get you a Friday, shall we?
0:16:26 > 0:16:28We asked somebody if they knew what Skype was.
0:16:28 > 0:16:31They thought it was something to do with skiing.
0:16:31 > 0:16:34- The great thing is, we can save you even more money. Yay!- Yeah.
0:16:34 > 0:16:36It's going to be a real tough challenge
0:16:36 > 0:16:38for Callum to win Shop Idol.
0:16:38 > 0:16:41In there, there's going to be some tough competition
0:16:41 > 0:16:42that will be polished.
0:16:42 > 0:16:45They'll be, you know, at the top of their game.
0:16:45 > 0:16:46All right, Callum?
0:16:46 > 0:16:48With so few customers,
0:16:48 > 0:16:51Dave wants to keep Callum sharp for the regional heats.
0:16:51 > 0:16:53What we're going to do is just a bit of a role-play with you.
0:16:53 > 0:16:55Okey dokey. I'll show you a few phones,
0:16:55 > 0:16:57see what you think, discuss your options,
0:16:57 > 0:16:59- if that sounds good to you.- OK.
0:16:59 > 0:17:01Do I feel like the underdog?
0:17:01 > 0:17:03Let's just say you've got a family car Volvo.
0:17:03 > 0:17:04Um...
0:17:04 > 0:17:07'It just looks like a Volvo.'
0:17:07 > 0:17:09- I'm a bit pushed for time, mate, so...- Okey dokey. No worries.
0:17:09 > 0:17:11'And then when it takes off'
0:17:11 > 0:17:13and does, you know, 100 down a dual carriageway
0:17:13 > 0:17:16and absolutely leaves your car behind, you think,
0:17:16 > 0:17:18"Oh, shit. I think we underestimated this one here."
0:17:18 > 0:17:19That'll be two seconds.
0:17:19 > 0:17:22I'm just going to grab a phone out of the cupboard a second.
0:17:36 > 0:17:40Meanwhile, with the regional heats fast approaching,
0:17:40 > 0:17:41for the Self-Nominees,
0:17:41 > 0:17:44the mystery shop is entering the final phase
0:17:44 > 0:17:47and Roland still hasn't received a visit.
0:17:47 > 0:17:50You're just being a little bit too overenthusiastic
0:17:50 > 0:17:53to this mystery shop coming in, so you could just calm it down
0:17:53 > 0:17:56and just make sure that, actually, it's business as usual.
0:17:56 > 0:17:59Getting through to the next round would mean everything to Roland.
0:17:59 > 0:18:01Daddy's little hero.
0:18:01 > 0:18:05Especially as he's decided to raise his baby son Noel in Britain
0:18:05 > 0:18:07rather than his native Hungary.
0:18:07 > 0:18:11Everything that I do, it makes a difference, of course,
0:18:11 > 0:18:13for him and for my family.
0:18:13 > 0:18:15Hello.
0:18:15 > 0:18:17Having him here, you know,
0:18:17 > 0:18:20that allows us to have him a better future.
0:18:24 > 0:18:27In a bid to learn how to control his emotions,
0:18:27 > 0:18:31Roland's arranged a meeting with a local speech and drama coach.
0:18:31 > 0:18:34I'm very energetic and I like this energy, but sometimes,
0:18:34 > 0:18:38I can't control it and it comes across like, "I'm a lightning bolt.
0:18:38 > 0:18:39"I'm a lightning bolt and I'm ready to fire.
0:18:39 > 0:18:41"I'm ready to, like, rocket."
0:18:41 > 0:18:44No. No, Roland. No. You're not like a little dog with a tail.
0:18:44 > 0:18:46You know, like...
0:18:46 > 0:18:48You know? No. Flapping the tail. No.
0:18:48 > 0:18:49I need to control my energy.
0:18:49 > 0:18:52- Hello. My name is Roland. - Hello, Roland!- Hello.
0:18:52 > 0:18:54- I'm very pleased to meet you. - Pleased to meet you.
0:18:54 > 0:18:57Mary Hardy-Green has been a professional drama teacher
0:18:57 > 0:18:59for almost 20 years.
0:18:59 > 0:19:01We're going to try and get you to relax.
0:19:01 > 0:19:04- Oh, that's great. Looking forward to it.- All right?
0:19:04 > 0:19:06And we'll see how far we get.
0:19:06 > 0:19:09- So, I'm going to count in to six. - OK.- So, I'm going to go...
0:19:16 > 0:19:19Good. Hold it for a minute.
0:19:19 > 0:19:23So, I'm just going to say a simple line.
0:19:23 > 0:19:26Somewhere over the rainbow.
0:19:26 > 0:19:31Somewhere over the rainbow.
0:19:31 > 0:19:34Lift our cheeks and it's just a straight projection of,
0:19:34 > 0:19:38"Mars bars!"
0:19:38 > 0:19:39Go on.
0:19:39 > 0:19:41- Mars bars!- Right. Come on.
0:19:41 > 0:19:43You can make a little bit more noise than me.
0:19:43 > 0:19:47- BOTH:- Mars bars! - That's it. And again.
0:19:47 > 0:19:49- BOTH:- Mars bars!
0:19:49 > 0:19:53Ba, be, bi, bo, bu.
0:19:53 > 0:19:55That's it. Relax into it.
0:19:55 > 0:20:00Ma, me, mi, mo, mu.
0:20:00 > 0:20:05- Now, I want you to have a look at the colours of the rainbow.- OK.
0:20:05 > 0:20:07And I want you to visualise them.
0:20:08 > 0:20:13- Red.- Yes.- Orange.- Mm-hm.
0:20:14 > 0:20:15Yellow.
0:20:15 > 0:20:18'I feel that it was absolutely useful.
0:20:18 > 0:20:22'She taught me lots of information that I didn't really know.'
0:20:22 > 0:20:24- Blue.- Yes.
0:20:24 > 0:20:27'So, now, thanks for Mary,'
0:20:27 > 0:20:30I've got some skills
0:20:30 > 0:20:35how to improve the way I'm talking to customers.
0:20:35 > 0:20:40Allows. Able. Able.
0:20:40 > 0:20:44It's not just Roland who's anxious about the mystery shopper.
0:20:44 > 0:20:47I'm getting nervous, scared.
0:20:47 > 0:20:50I don't know what's happened, if I have been mystery shopped.
0:20:50 > 0:20:51I don't know.
0:20:51 > 0:20:53At her store in the East Midlands,
0:20:53 > 0:20:5824-year-old Hayley suspects she may have just received a visit.
0:20:58 > 0:21:00He was tall with glasses
0:21:00 > 0:21:03with a black trench coat and a newspaper.
0:21:03 > 0:21:05For Hayley, who has a one-year-old son,
0:21:05 > 0:21:08making the regional heats is vital.
0:21:08 > 0:21:11She is competitive and she always wants to do well.
0:21:11 > 0:21:13She's very determined on what she wants to achieve,
0:21:13 > 0:21:14where she wants to be
0:21:14 > 0:21:17and she wants to show everyone how great she is.
0:21:17 > 0:21:20I would love to get to the finals.
0:21:20 > 0:21:22This isn't just a, "Let's get through."
0:21:22 > 0:21:25I want to take it the whole hog. I'm going. I'm going for it.
0:21:26 > 0:21:29During the competition's ten years,
0:21:29 > 0:21:32hundreds of mystery shops have gone undetected.
0:21:32 > 0:21:34We think Kiet's being mystery shopped.
0:21:34 > 0:21:35Until now.
0:21:35 > 0:21:37What makes you think you're being mystery shopped?
0:21:37 > 0:21:39It's the way he approached me.
0:21:48 > 0:21:51They still have the ultra power saving,
0:21:51 > 0:21:54so you can still reserve the battery, which is...
0:21:54 > 0:21:57Kiet is very confident with what he knows,
0:21:57 > 0:21:59what his knowledge is like.
0:21:59 > 0:22:01Has he you looked after you OK, sir?
0:22:01 > 0:22:04Yeah, it's a beautiful phone. Like how it's built. Aluminium base.
0:22:04 > 0:22:05I thought the manager knew
0:22:05 > 0:22:08because I thought he looks towards the camera.
0:22:08 > 0:22:09Take care. Nice to meet you.
0:22:09 > 0:22:12But then it's also more reason not to get involved
0:22:12 > 0:22:13because, by stepping in,
0:22:13 > 0:22:16- Kiet isn't going to get the scores that he needs.- No.
0:22:16 > 0:22:19Because he can't do the mystery shop for him.
0:22:19 > 0:22:21That's bending the rules slightly,
0:22:21 > 0:22:23but you do what you need to do to win, don't you? High five!
0:22:25 > 0:22:28While Kiet believes he's delivered the goods,
0:22:28 > 0:22:31his best pal Ayyub is off to the worst possible start...
0:22:34 > 0:22:35- MAN:- Yeah, I have been.
0:22:35 > 0:22:36..by trying to send
0:22:36 > 0:22:38the mystery shopper
0:22:38 > 0:22:39to the back of the queue.
0:22:39 > 0:22:40Yeah, for a meet and greet,
0:22:40 > 0:22:42probably not a very good score at all,
0:22:42 > 0:22:46if any points at all, because that's just so dismissive.
0:22:46 > 0:22:48It's got something called a Super AMOLED screen.
0:22:48 > 0:22:52- OK. I've heard of that. - Which means it's got 97% of...
0:22:52 > 0:22:57The colours are much more clearer and the darker colours are deeper.
0:22:57 > 0:22:59His product knowledge was good.
0:22:59 > 0:23:01- Yeah, he pulled it back...- Yeah. - ..from that awful start.
0:23:01 > 0:23:04He knew about Samsung and the HTC, which is good.
0:23:04 > 0:23:06- And he knew the tariffs. - Yeah, he did.
0:23:06 > 0:23:08- MAN:- Thanks ever so much. - No problem.- Nice to meet you.
0:23:08 > 0:23:11- Thanks.- Nice talking to you. - Take care. Bye-bye.
0:23:14 > 0:23:17At Fonehouse Sunderland, there's been a development.
0:23:20 > 0:23:23I'm sorry, mate. It's just the way it is, eh?
0:23:25 > 0:23:30Danny's handed in his notice after landing a new job in a factory.
0:23:30 > 0:23:33The decision means he will no longer be able to help Andy
0:23:33 > 0:23:35prepare for the competition.
0:23:35 > 0:23:36I'll have my thoughts about it,
0:23:36 > 0:23:39which are going to just look like a biased point of view
0:23:39 > 0:23:41because it's going to look like I'm trying to keep you.
0:23:41 > 0:23:44In your mind, you're making the right decision.
0:23:44 > 0:23:45I've just got to...
0:23:45 > 0:23:47I've got to accept it. I just feel that...
0:23:47 > 0:23:50We haven't even discussed this ourselves, you know.
0:23:50 > 0:23:53It's the first time we've spoken about it and it's on camera.
0:23:53 > 0:23:55- It's not...- Can't write it. - It's just one of them, isn't it?
0:23:55 > 0:23:58It's just...I've had a couple of days...
0:23:58 > 0:23:59It's not going to come between us as friends.
0:23:59 > 0:24:01No, no. Definitely not.
0:24:01 > 0:24:03- He loves cuddles, Daniel. - I love cuddles.
0:24:03 > 0:24:05I love cuddles with Daniel as well, like.
0:24:07 > 0:24:08Deep down, he's really upset,
0:24:08 > 0:24:11but I know he's not going to let it come between us as friends.
0:24:11 > 0:24:15But, as they say, you've just got to do what feels right.
0:24:15 > 0:24:18To be honest, it is tough, like, hitting the targets and that.
0:24:18 > 0:24:19Like, it's just constant chase.
0:24:19 > 0:24:21And, you know, obviously, Andy's class.
0:24:21 > 0:24:24He's that good at it, even when there's not many people coming,
0:24:24 > 0:24:26he still seems to get sales. He's just mint.
0:24:26 > 0:24:29It's just the life of sales, really.
0:24:29 > 0:24:33And that's pretty much it, like. Aye.
0:24:36 > 0:24:38For the Self-Nominees,
0:24:38 > 0:24:42there's one last mystery shop the judges have yet to scrutinise.
0:24:42 > 0:24:44How can I help you today?
0:24:44 > 0:24:46- WOMAN:- I'm looking for a smartphone for my dad.
0:24:46 > 0:24:47A smartphone for your dad?
0:24:47 > 0:24:49- I thought I'd speak to you about it.- OK.
0:24:49 > 0:24:51Amazing. Absolutely amazing.
0:24:51 > 0:24:55So far, Roland has kept his emotions in check.
0:24:55 > 0:24:58Are you looking to call in the family or is it business usage?
0:24:58 > 0:25:00No, not business. Family and friends.
0:25:02 > 0:25:04Can I just say, that is an amazing smile?
0:25:04 > 0:25:06Roland does a really good job,
0:25:06 > 0:25:08considering, clearly, it's not his native language.
0:25:08 > 0:25:11And he is taking the customer through,
0:25:11 > 0:25:14at a reasonably good pace,
0:25:14 > 0:25:17his way of explaining the different products.
0:25:17 > 0:25:19He's covering all the bases.
0:25:19 > 0:25:21- He's thorough.- Oh, yes. - He covered everything.
0:25:21 > 0:25:25But the interaction has just passed the 60-minute mark.
0:25:26 > 0:25:29So, basically, if you want to write something,
0:25:29 > 0:25:31the phone will give you an option. Like, how do you say...
0:25:31 > 0:25:34- It's a long mystery shop, though, for any customer.- God, yeah.
0:25:34 > 0:25:36For an hour and ten without buying anything.
0:25:36 > 0:25:38- I'd be exhausted by the end of it. - I would be.
0:25:38 > 0:25:40- OK.- Thanks for your help. - All the best. Bye-bye.
0:25:40 > 0:25:42Thank you. You too. Bye.
0:25:44 > 0:25:47As soon as the judges have reached a conclusion,
0:25:47 > 0:25:50their results are posted on the Shop Idol website.
0:25:50 > 0:25:52I'll have a sneaky peek.
0:25:53 > 0:25:57There are just over 20 places up for grabs in the regional heats.
0:25:57 > 0:26:01For the rest, their Shop Idol dreams will be over.
0:26:01 > 0:26:04I'm nervous and I don't know what to do right now
0:26:04 > 0:26:07cos we've got two minutes and there's nothing we can do.
0:26:07 > 0:26:10Shall we? Shall we open?
0:26:10 > 0:26:12- All right, shall we do this, then? - Let's do it.
0:26:12 > 0:26:14It's there. It's there.
0:26:14 > 0:26:17- SHE GASPS - No way!
0:26:17 > 0:26:20- 100%! - SHE SCREAMS
0:26:20 > 0:26:21Thank God for that.
0:26:21 > 0:26:28Amazingly, both Gemma and Mark have gone through with a perfect 100%.
0:26:29 > 0:26:31SHE LAUGHS Claire dances her way
0:26:31 > 0:26:34into the heats with 98%.
0:26:34 > 0:26:37And there's more good news in Lewisham.
0:26:37 > 0:26:39Argh!
0:26:39 > 0:26:42Kiet sailed through with 89%.
0:26:43 > 0:26:46And despite his bungled meet and greet...
0:26:46 > 0:26:48- HE LAUGHS - Look at that.
0:26:48 > 0:26:51..Ayyub went through a week later on a wild card.
0:26:51 > 0:26:53Yes!
0:26:53 > 0:26:56- Get in there! Go on! - HE LAUGHS
0:26:56 > 0:26:59But for every candidate hearing good news...
0:26:59 > 0:27:02Oh, no!
0:27:02 > 0:27:05..there's another for whom it's the end of the road.
0:27:05 > 0:27:07Everyone, she didn't get through.
0:27:13 > 0:27:15And for Roland...
0:27:22 > 0:27:26I am through. 96%!
0:27:26 > 0:27:29Yeah! I can't believe that. Can't believe that.
0:27:29 > 0:27:3496 and I'm through, man. I can't believe that.
0:27:34 > 0:27:37With the Self-Nominees joining the Chosen Ones...
0:27:37 > 0:27:38Amazing.
0:27:38 > 0:27:40..the line-up is now complete.
0:27:40 > 0:27:4436 sales reps will contest the regional heats
0:27:44 > 0:27:47and from now on, they are all equals.
0:27:48 > 0:27:52So, aye, this is it. Finishing up my last shift.
0:27:52 > 0:27:53Aye, going to get myself away.
0:27:55 > 0:27:57Happy times.
0:27:57 > 0:27:58Also sad times.
0:28:01 > 0:28:03Do you want me to clock you out then, mate, aye?
0:28:03 > 0:28:08- Right.- Bring it in, mate. - Thanks for trying it out.- Take care.
0:28:08 > 0:28:10- See you.- Ooh!- Ta-ra.
0:28:12 > 0:28:14- Weird. - HE CHUCKLES
0:28:16 > 0:28:17That's that.
0:28:18 > 0:28:21Right, that's it. Daniel's gone.
0:28:21 > 0:28:23Aye, a new chapter.
0:28:29 > 0:28:30Let's get out of here.
0:28:30 > 0:28:33- Next time...- I'm nervous.
0:28:33 > 0:28:37..candidates face the judges at the first regional heat...
0:28:37 > 0:28:41- What is the maximum distance Bluetooth can operate over?- Pass.
0:28:41 > 0:28:43..and face off against one another.
0:28:43 > 0:28:45- Who's higher on the sales list?- Me.- Me.
0:28:45 > 0:28:47Inside there, the gloves come off.
0:28:47 > 0:28:50Who's got what it takes to win a place in the final?
0:28:50 > 0:28:52I'm passionate and I want it.
0:28:52 > 0:28:54I want fucking fire in your belly.
0:28:54 > 0:28:57It's all or nothing. Go hard or go home.
0:28:57 > 0:29:01# Do what I want cause I can and if I don't because I wanna
0:29:04 > 0:29:08# Be ignored by the stiff and the bored because I'm gonna
0:29:12 > 0:29:15# Hate to say I told you so All right!
0:29:18 > 0:29:19# Come on! #