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 > 0:00:19- Aah!- Aaaah!
0:00:19 > 0:00:21Get in there! Go on!
0:00:21 > 0:00:24It's the same as it would be for a journalist
0:00:24 > 0:00:28to win the Pulitzer or 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 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 - Oh, my 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 > 0:01:23And with it, the chance to change their lives forever.
0:01:23 > 0:01:26I'm proud of him, I'm proud of him.
0:01:26 > 0:01:30And it seems like, you know, you've done a good job.
0:01:30 > 0:01:32I'm emotional because I'm passionate,
0:01:32 > 0:01:34not 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 > 0:01:45And the winner of Shop Idol 2015 is...
0:01:46 > 0:01:48Christ on a raft.
0:01:54 > 0:01:57100 started, but only
0:01:57 > 0:01:5836 remain.
0:01:58 > 0:01:59Let's get out of here.
0:01:59 > 0:02:02And today is the first of two regional heats
0:02:02 > 0:02:06in the search to find the nation's best phone sales rep.
0:02:06 > 0:02:08I'm one step closer to winning the competition.
0:02:10 > 0:02:12I'm stepping into the unknown,
0:02:12 > 0:02:15this is me stretching from my comfort zone.
0:02:15 > 0:02:1812 of the country's best sellers are heading for a top hotel
0:02:18 > 0:02:19in London's Knightsbridge
0:02:19 > 0:02:23where their selling skills will come under intense scrutiny.
0:02:23 > 0:02:27I've got to be 100% on my game, I can't let anything slip.
0:02:27 > 0:02:29At stake, just three places
0:02:29 > 0:02:32in the competition's glittering national final.
0:02:32 > 0:02:34I'm nervous.
0:02:34 > 0:02:35Butterflies.
0:02:35 > 0:02:40And for the losers, their dream of being a shop idol will be over.
0:02:43 > 0:02:48But for one candidate, there's an unexpected return.
0:02:48 > 0:02:49Oh, my God.
0:02:49 > 0:02:53I got a call yesterday evening about six o'clock.
0:02:53 > 0:02:55I've been brought back into competition.
0:02:55 > 0:02:59Tesco Mobile's golden girl Maria went out in the last round,
0:02:59 > 0:03:03but following a last-minute dropout, she's been given a second chance.
0:03:03 > 0:03:07I've done no revision, I've had like 12 hours' notice.
0:03:07 > 0:03:12It's like, wow, you know, all this happened so fast.
0:03:12 > 0:03:15- M.- A.- R.- I.- A.
0:03:15 > 0:03:16Yay!
0:03:16 > 0:03:20At 47, Maria who works in Kettering is the oldest candidate
0:03:20 > 0:03:22in the competition.
0:03:22 > 0:03:26It would be fantastic to show that actually age is irrelevant.
0:03:26 > 0:03:29Who you are is irrelevant.
0:03:29 > 0:03:31It's about being that...
0:03:31 > 0:03:32It's about being a shop idol.
0:03:32 > 0:03:35# I want 100% publishing so I'm gonna DIY. #
0:03:35 > 0:03:40Two of Maria's rivals are Ayyub and Kiet from South London
0:03:40 > 0:03:43who've been in the industry for less than 18 months.
0:03:43 > 0:03:46Oh, I'm not good mingling with nerves.
0:03:46 > 0:03:48Mate, well, everyone's going to be nervous.
0:03:48 > 0:03:49Whilst en route,
0:03:49 > 0:03:52they're getting last-minute advice from their manager, Jason.
0:03:52 > 0:03:54Mate, they're going to fire questions at you
0:03:54 > 0:03:55left, right and centre.
0:03:55 > 0:03:57They're going to make you feel like
0:03:57 > 0:04:01you've just been fucking chewed up and spat out.
0:04:01 > 0:04:03Guys, I've got gas. Sorry, I have to let it go.
0:04:03 > 0:04:05Let it go, I've been farting all morning.
0:04:05 > 0:04:08- Ohh.- Oh, jeez.
0:04:08 > 0:04:09Whoa.
0:04:12 > 0:04:16For the winner, it's not just about a trophy.
0:04:16 > 0:04:19Do you want to take a picture?
0:04:19 > 0:04:22Previous champions have had their careers fast-tracked
0:04:22 > 0:04:25and their salaries doubled overnight.
0:04:27 > 0:04:28It's great.
0:04:28 > 0:04:31I feel a bit VIP.
0:04:34 > 0:04:38Hungarian-born Roland, who works for Three Mobile in Norwich,
0:04:38 > 0:04:41moved to this country seven years ago
0:04:41 > 0:04:44to start a better life for his family.
0:04:44 > 0:04:46For the last three months,
0:04:46 > 0:04:49his attention has been firmly fixed on one thing.
0:04:49 > 0:04:52Shop Idol is something like...
0:04:52 > 0:04:54I'm very passionate about this whole thing.
0:04:54 > 0:04:58And I'm very curious - where is the limit? You know, how far can I go?
0:04:58 > 0:05:03I'm feeling like I can reach everything I want at the moment.
0:05:03 > 0:05:05I'm feeling really high.
0:05:05 > 0:05:08At this luxury five-star hotel,
0:05:08 > 0:05:09the cream of the country's
0:05:09 > 0:05:12six biggest phone retailers have gathered.
0:05:12 > 0:05:13Today, I... A little bit nerve-racking,
0:05:13 > 0:05:15walking into a room full of people
0:05:15 > 0:05:17that are not wearing the same T-shirt as you.
0:05:17 > 0:05:19It's kind of like walking into the wrong end
0:05:19 > 0:05:21of a football stadium,
0:05:21 > 0:05:23and you're wearing the wrong colours of the scarf.
0:05:23 > 0:05:26They'll spend 12 punishing hours
0:05:26 > 0:05:28being put through four demanding rounds.
0:05:28 > 0:05:32- They're going to be really testing us and assessing.- Yeah.
0:05:32 > 0:05:33No, it's going to be tough.
0:05:33 > 0:05:36And the judges will test everything from their selling prowess
0:05:36 > 0:05:38to their technical knowledge.
0:05:41 > 0:05:43The regionals is that first element
0:05:43 > 0:05:47where the contestants get to see the judges face-to-face.
0:05:48 > 0:05:50The guys have been scrutinised
0:05:50 > 0:05:51in the comfort of their own store.
0:05:51 > 0:05:53So we take them out of that comfort zone,
0:05:53 > 0:05:55and we just throw them into this set-up
0:05:55 > 0:05:57where they have to really sink or swim.
0:05:57 > 0:06:00Christian Azolan works for iSellMobile,
0:06:00 > 0:06:02the industry magazine which runs Shop Idol.
0:06:02 > 0:06:06Think this should go here or here?
0:06:06 > 0:06:08- I think it's fine.- Are you sure?
0:06:08 > 0:06:12Fellow judge Sunetra Chakravarti is the editor of Mobile Choice.
0:06:12 > 0:06:16They are joined by mystery shopping expert Mike Dalloz.
0:06:16 > 0:06:19I want to find out how committed they are to this,
0:06:19 > 0:06:20what kind of ways they're self-improving,
0:06:20 > 0:06:23what kind of sales approaches they adopt.
0:06:23 > 0:06:24I want to test them in those areas.
0:06:26 > 0:06:29Congratulations for making it to the regional stage of Shop Idol.
0:06:29 > 0:06:32I really want you to think about why you're in this competition,
0:06:32 > 0:06:33what do you want to get out of it
0:06:33 > 0:06:35and why should I put you through to the next stage?
0:06:35 > 0:06:39I want to see impeccable product knowledge,
0:06:39 > 0:06:43and I'm not interested in long-winded explanations.
0:06:43 > 0:06:45There's over 25,000 people in the mobile phone industry.
0:06:45 > 0:06:47You know, I'm really interested in seeing
0:06:47 > 0:06:50your sophisticated sales techniques.
0:06:50 > 0:06:52What makes you the best?
0:06:52 > 0:06:56Months of preparation has come down to this.
0:06:56 > 0:06:57It's time for the first round.
0:06:57 > 0:07:01We believe a salesperson should be able to sell anything.
0:07:01 > 0:07:06You will have one minute to tell us the key features and benefits
0:07:06 > 0:07:08of a product that you'll pick out of the bag.
0:07:08 > 0:07:09Kiet, would you like to go first?
0:07:11 > 0:07:13The first round of the competition is a mystery bag.
0:07:13 > 0:07:15The challenge is to pull something out of the bag
0:07:15 > 0:07:17and give us directly, straightaway,
0:07:17 > 0:07:20the unique selling points of that particular product.
0:07:20 > 0:07:22Bring it to life, make it exciting.
0:07:22 > 0:07:25OK, so, the benefit of having a wig
0:07:25 > 0:07:28is on a Friday night, you can go out with your mates
0:07:28 > 0:07:30and have some fun with this wig.
0:07:30 > 0:07:33So, it will allow you to stand out to the crowd,
0:07:33 > 0:07:35and it brings out a lot of personality in you as well,
0:07:35 > 0:07:38- and it comes in different shades... - BELL DINGS
0:07:43 > 0:07:45This is a 16-quilt toilet roll.
0:07:45 > 0:07:49Very efficient, very good in those messy situations.
0:07:51 > 0:07:52Um.
0:07:58 > 0:08:00Uh...
0:08:00 > 0:08:03So, here we have a flotation device
0:08:03 > 0:08:07that you can use in your bath...
0:08:10 > 0:08:12Um. Uh...
0:08:14 > 0:08:15Sorry, struggling here for a second.
0:08:18 > 0:08:20Next up is Maria.
0:08:20 > 0:08:21So, a ping pong ball is great
0:08:21 > 0:08:24not only to play ping pong across the table,
0:08:24 > 0:08:26provided you've got a bat.
0:08:26 > 0:08:28What else could a ping pong ball be used for?
0:08:28 > 0:08:31Oh, good question.
0:08:33 > 0:08:36Oh, I don't know why I even ask that.
0:08:37 > 0:08:41Where do go with a fucking ping pong ball? A ping pong ball.
0:08:41 > 0:08:43I mean, we gave Maria the ping pong ball.
0:08:43 > 0:08:45What did she do with it? Nothing.
0:08:47 > 0:08:51So far, most of the contestants have failed to impress.
0:08:51 > 0:08:54Right, we've got here, actually, chopped pork and ham.
0:08:54 > 0:08:58But will Roland fare any better?
0:08:58 > 0:09:01So, they actually look beautiful in the box.
0:09:01 > 0:09:03Why it would be good for you
0:09:03 > 0:09:05because it contains actually 90% of meat,
0:09:05 > 0:09:07which is absolutely fantastic.
0:09:07 > 0:09:11It's reusable, recyclable, so save the environment as well.
0:09:14 > 0:09:19Feel passion about ham which I do not like, it was really hard.
0:09:19 > 0:09:21He was pretty solid. You know, he spoke a bit too quickly...
0:09:21 > 0:09:24And I could tell he didn't really know what Spam was.
0:09:24 > 0:09:25But it was going right...
0:09:25 > 0:09:27He was teaching himself as he was going through it.
0:09:27 > 0:09:29- Yeah. - But there's nothing wrong with that.
0:09:29 > 0:09:33The phone industry is an ever-changing workplace,
0:09:33 > 0:09:37and there are nearly 300 new products launched every year.
0:09:37 > 0:09:41There are over 50 phones in the market and updates released weekly.
0:09:41 > 0:09:45It is vital that candidates know their products inside out.
0:09:45 > 0:09:49The next round in the competition will test how up-to-date
0:09:49 > 0:09:53the contestants are with their knowledge of new products.
0:09:53 > 0:09:58SX, SX H, Z3, M9 and the Apple phones, of course.
0:09:58 > 0:10:02For Ayyub and Kiet, this, in theory, should be a strong round.
0:10:04 > 0:10:07Throughout the competition, the lads from South London
0:10:07 > 0:10:10have been able to draw on the expertise
0:10:10 > 0:10:12of one of the industry's star managers.
0:10:12 > 0:10:16"'The Maverick' Jason Appleyard wins Store Manager of the Year 2014."
0:10:16 > 0:10:18"An inspirational manager."
0:10:19 > 0:10:21And an inspirational human being.
0:10:23 > 0:10:25Knowing what it takes to get to the top,
0:10:25 > 0:10:28Jason has been drilling them with product knowledge.
0:10:28 > 0:10:31My concern from the start of this was always going to be
0:10:31 > 0:10:33their technical knowledge would let them down.
0:10:33 > 0:10:35They have to learn loads in a short space of time.
0:10:35 > 0:10:40So, he's written a product knowledge rap to ensure the facts sink in.
0:10:40 > 0:10:44# Like a flower I have...in the summer I have sprung
0:10:44 > 0:10:46# Thanks to the new Samsung
0:10:46 > 0:10:47# Whoo!
0:10:47 > 0:10:49# This fantastic LG G3
0:10:49 > 0:10:52# With a 8-megapixel front-facing camera
0:10:52 > 0:10:55# You can take a selfie with me!
0:10:55 > 0:10:56# Wiki-wiki-wa-wa
0:10:56 > 0:10:58# On this fantastic Lumia
0:10:58 > 0:11:02# You can use our 3G even zoomier
0:11:03 > 0:11:05# Wiki-wiki-wa-wa. #
0:11:05 > 0:11:06Stop saying that.
0:11:06 > 0:11:10But will the training pay off in the quickfire round?
0:11:10 > 0:11:12We're going to ask you some questions
0:11:12 > 0:11:13just to test your product knowledge
0:11:13 > 0:11:15and to find out what you know about the industry.
0:11:15 > 0:11:17On the Sony Xperia Z3,
0:11:17 > 0:11:20how many megapixels is the front-facing camera?
0:11:20 > 0:11:22Five megapixels.
0:11:22 > 0:11:27On the Xperia Z3, how much exterior noise is blocked out?
0:11:27 > 0:11:29Pass.
0:11:29 > 0:11:32What is the name of the Sony customer loyalty and content app?
0:11:33 > 0:11:35Pass.
0:11:35 > 0:11:38What's the screen size on the Nexus 9?
0:11:40 > 0:11:41Pass.
0:11:42 > 0:11:44OK, thank you very much. Thank you.
0:11:46 > 0:11:49A lot of the questions I did not know. A lot.
0:11:51 > 0:11:54HE SIGHS
0:11:56 > 0:11:59On the Xperia Z3 and Z3C,
0:11:59 > 0:12:03how much exterior noise is blocked out?
0:12:03 > 0:12:0498%.
0:12:06 > 0:12:08Can you give me three key lifestyle benefits
0:12:08 > 0:12:12of the Sony Xperia Z3 Tablet Compact?
0:12:12 > 0:12:13It's completely waterproof.
0:12:13 > 0:12:15If you're using it in direct sunlight,
0:12:15 > 0:12:16it's going to be easy to read
0:12:16 > 0:12:18and the battery stamina mode.
0:12:21 > 0:12:25What is the maximum distance Bluetooth can operate over?
0:12:29 > 0:12:30A metre.
0:12:31 > 0:12:32Ten metres.
0:12:34 > 0:12:38I'll go with about 150 feet.
0:12:38 > 0:12:40What is the ideal phone for someone
0:12:40 > 0:12:44who wants to watch and stream TV and films on the go?
0:12:44 > 0:12:47What? At the same time? Or do you just...?
0:12:47 > 0:12:50Do you mean watch...? No, cos you can't do that.
0:12:50 > 0:12:51Do you mean just either/or?
0:12:51 > 0:12:55- I'm looking for one clear product recommendation.- OK.
0:12:55 > 0:12:58- I'll go with the S5 Mini. - Maria, thank you very much.
0:12:58 > 0:13:02Usually a star operator in her own store,
0:13:02 > 0:13:05Maria's lack of prep time is counting against her.
0:13:05 > 0:13:08That's not about serving our customers the best,
0:13:08 > 0:13:11that's just being a technical geek.
0:13:11 > 0:13:14I've written down one word, and it says - painful.
0:13:16 > 0:13:1980% of all mobile phones are on Android now.
0:13:19 > 0:13:21It used to be 75, but it's 80 now.
0:13:21 > 0:13:2631-year-old Gemma who works for EE in Poole is one of the favourites.
0:13:26 > 0:13:30That's my award for Shop Idol that I got presented on the night.
0:13:30 > 0:13:33She entered the competition last year and made the top three.
0:13:33 > 0:13:36The fact that I got so far, it just means a lot to me.
0:13:36 > 0:13:38So, I had to have it next to Nan's photo.
0:13:38 > 0:13:41She was always telling me to work harder and try harder.
0:13:41 > 0:13:44This time around, she's started well again.
0:13:44 > 0:13:47And was one of the few to score 100% in her mystery shop.
0:13:47 > 0:13:50- Right, well, my name's Gemma. - Gemma, thanks ever so much for that.
0:13:50 > 0:13:53- That's brilliant.- That's all right. Thank you.- Bye-bye.- See you later.
0:13:53 > 0:13:55I'm going to up my game.
0:13:55 > 0:13:58Be a little bit more ruthless this year.
0:13:58 > 0:13:59I hope it's the year for me.
0:13:59 > 0:14:02It's Gemma's turn to face the judges.
0:14:02 > 0:14:05What is a unique feature of the HTC Desire Eye?
0:14:07 > 0:14:10We don't actually sell Desire Eye.
0:14:10 > 0:14:13I would say the BoomSound technology.
0:14:13 > 0:14:15What's the screen size on the Nexus 9?
0:14:18 > 0:14:21I'll say 7.9.
0:14:21 > 0:14:26Which LG handset has a 5.5-inch, full HD, curved POLED display?
0:14:29 > 0:14:30LG 4.
0:14:32 > 0:14:34OK, thank you.
0:14:39 > 0:14:40I'm OK.
0:14:42 > 0:14:45Very hard. Very, very hard.
0:14:46 > 0:14:49- SUNETRA:- I expected more from Gemma.
0:14:49 > 0:14:51She did really well last time.
0:14:51 > 0:14:53She was top of the pile. Look at her scores now.
0:14:55 > 0:14:58Confident from a successful first round...
0:14:58 > 0:15:00HE GRUNTS AND CLICKS FINGERS
0:15:00 > 0:15:03..Roland is ready to face the judges again.
0:15:03 > 0:15:05Weee! Go, Superman!
0:15:05 > 0:15:08He's on something, seriously.
0:15:08 > 0:15:10Roland nearly cracked under the pressure
0:15:10 > 0:15:14of the mystery shop round last week.
0:15:14 > 0:15:16- Whose fault is that?- Mine. - It's your fault.
0:15:16 > 0:15:17Sort it out, fuck off and get some lunch
0:15:17 > 0:15:19or breakfast and sort yourself out.
0:15:19 > 0:15:22Need to control it, this energy that I got, I need to control it.
0:15:22 > 0:15:26And so he enlisted the help of a local drama teacher
0:15:26 > 0:15:28to improve his performance in the competition.
0:15:28 > 0:15:30- Pleased to meet you. - Pleased to meet you.
0:15:37 > 0:15:40Good, hold it for a minute.
0:15:40 > 0:15:44- BOTH:- Baa, bay, bee, bo, boo.
0:15:44 > 0:15:50Maa, may, me, mo, moo.
0:15:50 > 0:15:52- That's it.- OK.
0:15:59 > 0:16:02What is the ideal phone for someone who wants to watch
0:16:02 > 0:16:06and stream TV and films on the go?
0:16:06 > 0:16:08I would recommend Sony Z3.
0:16:08 > 0:16:11The reason is why because it has vivid display,
0:16:11 > 0:16:13so it gives a sharp display for the person.
0:16:13 > 0:16:15It's very lightweight as well
0:16:15 > 0:16:16and waterproof.
0:16:16 > 0:16:18So, on the go, when somebody knock you,
0:16:18 > 0:16:19you know, it can fall in the water.
0:16:19 > 0:16:21It also has two days' battery life.
0:16:21 > 0:16:24Also it's a 4G phone, so gives you, like,
0:16:24 > 0:16:28streaming the music and the video is very, very seamlessly quick.
0:16:28 > 0:16:29Yeah.
0:16:29 > 0:16:32- Thank you, Roland. That's it. - That's all right.- Thank you.
0:16:34 > 0:16:37That was a solid product recommendation, wasn't it?
0:16:37 > 0:16:40- It is solid.- Amazing.- Awesome.
0:16:40 > 0:16:43HE HUMS
0:16:46 > 0:16:50Competition in the phone industry has never been more fierce,
0:16:50 > 0:16:55and 3,000 phone shops battle it out on the high street every day.
0:16:55 > 0:16:57I think it's very important to know what your rivals are doing,
0:16:57 > 0:16:59what their offers are, what phones they're doing.
0:16:59 > 0:17:01Because on the high street,
0:17:01 > 0:17:03your rival may be across the road from you, three stores down
0:17:03 > 0:17:06and they're fighting for the same customer you're fighting for.
0:17:06 > 0:17:08Halfway through the regional heat,
0:17:08 > 0:17:11and the next round taps into that spirit of competition.
0:17:11 > 0:17:13The head-to-head round is really us testing
0:17:13 > 0:17:17how much the salesperson knows about not only their company
0:17:17 > 0:17:19but their rival's company they'll be going head-to-head with.
0:17:19 > 0:17:23We cover 78% of the population.
0:17:23 > 0:17:2678%? We cover 98%.
0:17:26 > 0:17:29What we're looking to see is whether they know
0:17:29 > 0:17:32the unique selling points of their own company that's better,
0:17:32 > 0:17:35and they came promote to a customer than their rival's company.
0:17:35 > 0:17:38We have an app where you can add and remove bolt-ons
0:17:38 > 0:17:40every 30 days.
0:17:40 > 0:17:42Ours is flexible. You can increase and decrease any time.
0:17:42 > 0:17:46We don't actually charge for any capping onto the contract.
0:17:46 > 0:17:48We give our customers a whole package
0:17:48 > 0:17:52rather than just one or two items, so when they're on the move...
0:17:52 > 0:17:53So, putting all their eggs in one basket.
0:17:53 > 0:17:56So if one fails, they all crumble together?
0:17:57 > 0:18:01But when the candidates face a rival within their own company,
0:18:01 > 0:18:03like Gemma and Mark who work together in Poole,
0:18:03 > 0:18:06instead of singing their store's praises,
0:18:06 > 0:18:07they have to sing their own.
0:18:07 > 0:18:08I really look into the detail
0:18:08 > 0:18:10of what that customer in their lifestyle choices
0:18:10 > 0:18:12and their hobbies...
0:18:12 > 0:18:13I like to get more one-to-one with them,
0:18:13 > 0:18:16so you actually know everything about that person,
0:18:16 > 0:18:17what makes them tick.
0:18:17 > 0:18:18Who's higher on the sales?
0:18:18 > 0:18:21- Me.- Me.- Me.- Me.
0:18:21 > 0:18:23If you look at our figures in the last three months,
0:18:23 > 0:18:26- I'm higher than you.- OK, thank you.
0:18:28 > 0:18:33I'm still shaking, but I feel more positive and hopeful now.
0:18:33 > 0:18:35Guys, this is the head-to-head round.
0:18:35 > 0:18:37Who is the better salesperson?
0:18:37 > 0:18:39Ayyub has been paired against Kiet
0:18:39 > 0:18:41who is not only his work colleague
0:18:41 > 0:18:44but also his friend of ten years.
0:18:44 > 0:18:47Remember this is a competition.
0:18:47 > 0:18:49I think I'm a better salesperson
0:18:49 > 0:18:51because I connect to all my customers.
0:18:53 > 0:18:54Is that it?
0:18:57 > 0:19:00It's not just about knowing the customer, yeah,
0:19:00 > 0:19:01it's about building that lifestyle.
0:19:01 > 0:19:05With me, my customer service is reflected on my NPS.
0:19:05 > 0:19:07You talked about NPS which is your objective measure
0:19:07 > 0:19:08- of customer service.- Yeah.
0:19:08 > 0:19:11- Who's got the higher NPS score? - I've got 85%.
0:19:11 > 0:19:14You may deliver a better service, but I do more sales.
0:19:14 > 0:19:17Ayyub, what's more important? Sales or service?
0:19:17 > 0:19:18Service.
0:19:18 > 0:19:21And you're accepting that Kiet delivers better service than you?
0:19:24 > 0:19:25OK, guys, thank you.
0:19:29 > 0:19:31Fuck.
0:19:31 > 0:19:34For me, Ayyub just doesn't have the enthusiasm.
0:19:34 > 0:19:36He's got just such a dour way about him.
0:19:36 > 0:19:40I'm just still trying to digest what just happened.
0:19:40 > 0:19:43I was expecting more from Ayyub, to be honest.
0:19:43 > 0:19:45I don't know. I don't know.
0:19:50 > 0:19:56For Peckham-born Ayyub, selling phones is his first job.
0:19:56 > 0:19:59I was searching for jobs left, right and centre.
0:19:59 > 0:20:04Every time I received an e-mail back, I didn't even read it.
0:20:04 > 0:20:06I just searched for the word 'unfortunately'
0:20:06 > 0:20:08and just deleted the e-mail.
0:20:08 > 0:20:11He eventually found employment through a charity
0:20:11 > 0:20:12which works with Three.
0:20:12 > 0:20:14I didn't think he was going to amount to much
0:20:14 > 0:20:16because he weren't interested in school.
0:20:16 > 0:20:19But Ayyub's father is yet to be convinced
0:20:19 > 0:20:21that he has chosen the right career path.
0:20:21 > 0:20:24You should've gone on to do the A-level, you dum-dum.
0:20:25 > 0:20:30But, no, mate, you don't need qualifications. So, here you go.
0:20:30 > 0:20:35His experience gives his sisters a level of measurement.
0:20:35 > 0:20:38But they've surpassed him by miles, so I don't know.
0:20:39 > 0:20:42HE SINGS IN ARABIC
0:20:42 > 0:20:46He'd say to me, "You're going to end up on the streets."
0:20:46 > 0:20:50I want to prove that I can make him proud and...
0:20:52 > 0:20:54..I can be successful.
0:20:56 > 0:20:58After nine gruelling hours of testing,
0:20:58 > 0:21:01there's just one round left -
0:21:01 > 0:21:03one final chance to convince the judges
0:21:03 > 0:21:06they've got what it takes to be the Shop Idol.
0:21:07 > 0:21:09Where are you? Where is he?
0:21:09 > 0:21:12Ayyub and Kiet's boss, Jason, has been unable
0:21:12 > 0:21:14to stay away from the venue.
0:21:14 > 0:21:16Mingle. Mingle. Go talk.
0:21:16 > 0:21:19Get your face out of your phone.
0:21:19 > 0:21:22Having learned Ayyub's been struggling...
0:21:22 > 0:21:25- Smile.- ..he decides it's time for a pep talk.
0:21:25 > 0:21:26Fucking stand up.
0:21:26 > 0:21:29Put your personality out there because right now
0:21:29 > 0:21:31I don't think they know why you want to be here.
0:21:31 > 0:21:3412 months ago you had nothing and then now not even within 12 months
0:21:34 > 0:21:35you get into Shop Idol.
0:21:35 > 0:21:38I want anger, I want fucking fire in your belly.
0:21:38 > 0:21:42All or nothing, triple or more, go hard or go home.
0:21:42 > 0:21:43Yeah?
0:21:45 > 0:21:49There are just three places in the final at stake.
0:21:49 > 0:21:52- Why should you put me through? - HE SIGHS
0:21:52 > 0:21:53It's a tough one.
0:21:53 > 0:21:54And in the last round,
0:21:54 > 0:21:57the sales reps have to sell themselves.
0:21:57 > 0:22:00I actually get up in the morning thinking to myself,
0:22:00 > 0:22:02"I've got to make people happy."
0:22:02 > 0:22:04I've been looking at my strengths.
0:22:04 > 0:22:08My top three are compassion,
0:22:08 > 0:22:11enthusiasm and efficiency.
0:22:11 > 0:22:13- Cos I like...- Enthusiasm?- Yeah.
0:22:13 > 0:22:15- I didn't see that today. - Did you not?- No.
0:22:15 > 0:22:16Maybe because I...
0:22:16 > 0:22:18Well, actually, no, I disagree with you,
0:22:18 > 0:22:21- I thought I was quite enthusiastic today.- Are you for... Really?
0:22:21 > 0:22:25That's my level of enthusiasm there. I was enthusiastic.
0:22:25 > 0:22:27Thank you very much. Thank you.
0:22:27 > 0:22:30They've been given the power of being judges,
0:22:30 > 0:22:32and I feel that it's really gone to their head.
0:22:32 > 0:22:34Cos I think they've been dreadful in there,
0:22:34 > 0:22:36they've been really horrible in there.
0:22:36 > 0:22:38The reasons why I entered Shop Idol
0:22:38 > 0:22:41is because I want to take my career into the next level.
0:22:41 > 0:22:44How would you feel then if you didn't make it through
0:22:44 > 0:22:45to the next round?
0:22:45 > 0:22:48Hopefully, I get into the final. Hopefully, I make it through.
0:22:48 > 0:22:50- Thank you. - Thank you so much. Thank you.
0:22:53 > 0:22:55I got the feeling I might go through.
0:22:55 > 0:22:57They love me. I think they love me.
0:23:06 > 0:23:10So, Gemma, I would have expected 100% score
0:23:10 > 0:23:11on your product knowledge.
0:23:11 > 0:23:13Last time I remember you were one of the top ones.
0:23:13 > 0:23:16I know I've buggered up on my knowledge,
0:23:16 > 0:23:19and that's going to haunt me for a long time.
0:23:19 > 0:23:25But my personality and the way I am, that I'm that passionate,
0:23:25 > 0:23:29and that I want it will be enough to get me there.
0:23:29 > 0:23:30Thank you.
0:23:34 > 0:23:38I'm so angry that I didn't know it, and that I flustered.
0:23:38 > 0:23:40Next up is Ayyub.
0:23:40 > 0:23:43Ayyub is struggling cos he's too nice.
0:23:43 > 0:23:47Hopefully, he's got that little ball of passion there
0:23:47 > 0:23:51that he will go and unleash in the final round.
0:23:53 > 0:23:56If you asked me 11 months ago where I'd be,
0:23:56 > 0:23:59if I'd enter Shop Idol, I'd probably say no.
0:23:59 > 0:24:01- Why? - Cos from where I've come from...
0:24:01 > 0:24:05Tell me, where have you come from? Where have you started?
0:24:05 > 0:24:06I've come from nothing.
0:24:06 > 0:24:12Like, a place with no opportunity, lacking in confidence.
0:24:12 > 0:24:1511 months ago I wouldn't have been able to
0:24:15 > 0:24:17look you in the eye and speak to you.
0:24:17 > 0:24:19Who do you want to prove yourself to?
0:24:19 > 0:24:22Mainly my dad.
0:24:22 > 0:24:26When I was younger in school I didn't study well,
0:24:26 > 0:24:28so he thought I would never amount to nothing.
0:24:28 > 0:24:33I just want to show the world that you can come from nothing
0:24:33 > 0:24:36and make something of yourself.
0:24:36 > 0:24:37Are you proud of yourself?
0:24:37 > 0:24:39- I hope you are. - I am. I'm very proud.
0:24:39 > 0:24:42- I'm proud of you. - Thank you very much.
0:24:42 > 0:24:46There is a lot to improve on.
0:24:46 > 0:24:49I'm really happy to be here and...
0:24:49 > 0:24:52I'm very humble right now.
0:24:53 > 0:24:55- Ayyub, thank you.- You're welcome.
0:25:11 > 0:25:13- CHRISTIAN:- I just know exactly how he feels
0:25:13 > 0:25:15and, you know, the reasons behind it
0:25:15 > 0:25:18and to prove his father wrong just hit a nerve with me.
0:25:18 > 0:25:20It's about giving people opportunities
0:25:20 > 0:25:22and changing their life for the better.
0:25:22 > 0:25:24And it's just so tough.
0:25:33 > 0:25:35Well done, yeah.
0:25:35 > 0:25:38Jason's given him an opportunity, and he's changed his life around.
0:25:38 > 0:25:42He just talked about where he was 11 months ago, it's just so much.
0:25:42 > 0:25:43If they don't get through to the finals,
0:25:43 > 0:25:45then the judges have got a problem.
0:25:45 > 0:25:47If I was a judge, I'd put them through
0:25:47 > 0:25:49for what they've learned, what they've achieved
0:25:49 > 0:25:50and what they've done.
0:25:50 > 0:25:53Is he telling me they're not shop idols? Behave.
0:25:55 > 0:25:59The first regional heat of Shop Idol is over.
0:25:59 > 0:26:01Right, let's shoot then. Bye.
0:26:02 > 0:26:04See ya.
0:26:04 > 0:26:06But the sales reps face an agonising wait
0:26:06 > 0:26:08before they hear the results.
0:26:20 > 0:26:24One week later and the judges have made their decisions.
0:26:29 > 0:26:31For some...
0:26:31 > 0:26:33SHE SHRIEKS ..it's good news.
0:26:36 > 0:26:38CHEERING AND APPLAUSE
0:26:40 > 0:26:42But for others...
0:26:42 > 0:26:45- Nope, I didn't make it. - ..it's the end of the road.
0:26:45 > 0:26:49"Unfortunately, you didn't make it to the grand final this year."
0:26:49 > 0:26:52- OTHERS:- Ohh. Ahh.
0:26:52 > 0:26:53Oh, don't do that.
0:26:53 > 0:26:56Gemma's colleague Mark and Kiet in Lewisham
0:26:56 > 0:26:58have both been given a wild card
0:26:58 > 0:27:01and must fight it out for a place in the final.
0:27:03 > 0:27:06Next to find out is Ayyub.
0:27:12 > 0:27:13Didn't make it.
0:27:17 > 0:27:20I made it this far. I'm happy with that.
0:27:22 > 0:27:25HE SIGHS
0:27:27 > 0:27:30You've gone through the toughest, gruelling process
0:27:30 > 0:27:31that there is to go through.
0:27:31 > 0:27:33You got through that. You've done it.
0:27:33 > 0:27:35And now you can take anything on.
0:27:35 > 0:27:37I think by next year you're going to be an assistant manager.
0:27:37 > 0:27:40- I don't want you being all miserable.- I'm not.
0:27:40 > 0:27:44Yeah, be proud. Hold your hands up high. Be a Lewisham legend.
0:27:44 > 0:27:46Say the fucking mantra.
0:27:46 > 0:27:48- We were born brilliant. - We were born brilliant.
0:27:48 > 0:27:50- We were born to be the best. - We were born to be the best.
0:27:50 > 0:27:52- We are amazing.- We are amazing.
0:27:52 > 0:27:54- We are exceptional. - We are exceptional.
0:27:54 > 0:27:56- We are Lewisham legends. - We are Lewisham legends.
0:27:56 > 0:28:00- You're amazing.- No, you're amazing. - You're amazing, you're exceptional.
0:28:00 > 0:28:01- You're brilliant. - You're exceptional.
0:28:01 > 0:28:03You're fucking brilliant, yeah?
0:28:03 > 0:28:05Don't ever fucking forget it, do you understand?
0:28:05 > 0:28:08Do understand, yeah? I'm so proud of you.
0:28:08 > 0:28:13Last to hear is Roland who's away in Hungary visiting family.
0:28:13 > 0:28:17- Hello!- And here's the result from his manager.
0:28:17 > 0:28:19I don't know how to break this to you man, but...
0:28:19 > 0:28:22Eh-hey-hey!
0:28:22 > 0:28:26CHEERING
0:28:29 > 0:28:31Let's get fucking out there.
0:28:32 > 0:28:34To get into the final would be something else.
0:28:34 > 0:28:36With just eight places left to fight for...
0:28:36 > 0:28:39- Boom. - Are you the finished article?- Yes.
0:28:39 > 0:28:41..it's do or die at the final regional heat.
0:28:41 > 0:28:45- We've got the biggest and...- You're the most complained about network.
0:28:45 > 0:28:46It's a bit like willy waving.
0:28:46 > 0:28:48I think it's actually a cock, if I'm honest.
0:28:48 > 0:28:50- But who will survive? - What's happening?
0:28:50 > 0:28:53- It sounds really rehearsed that. - I do find that offensive.
0:28:53 > 0:28:56I am passionate about what I do.
0:28:56 > 0:28:58Total nightmare.
0:28:58 > 0:29:00# Do what I want cos I can and if I don't
0:29:00 > 0:29:01# Because I wanna
0:29:05 > 0:29:07# Be ignored by the stiff and the bored
0:29:07 > 0:29:09# Because I'm gonna
0:29:12 > 0:29:15- # Hate to say I told you so - All right!
0:29:18 > 0:29:20# Come on! #