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 you use in aeroplanes,
0:00:08 > 0:00:10some of it is used in this phone.
0:00:10 > 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 > 0:00:19CHEERING
0:00:19 > 0:00:22Get 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 5-megapixel on the front.
0:00:44 > 0:00:46..in front of expert judges.
0:00:46 > 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 > 0:00:55- Uh... - BELL RINGS
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 > 0:01:08After six months of intensive tests,
0:01:08 > 0:01:11only the very best will win a place in the grand final.
0:01:12 > 0:01:17I'd like you to line them up in decreasing battery size.
0:01:17 > 0:01:19I'm not going to get my guns out just yet.
0:01:19 > 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. And...
0:01:26 > 0:01:29It seems like, you know, we've done a good job.
0:01:30 > 0:01:34I'm emotional because 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 > 0:01:45'And the winner of Shop Idol 2015 is...'
0:01:45 > 0:01:47Christ on a raft!
0:01:47 > 0:01:54This programme contains some strong language
0:01:54 > 0:01:56It's the second regional heat in the annual search
0:01:56 > 0:02:00to find the UK's best phone sales rep.
0:02:00 > 0:02:02I'm raising my game, it's going up as we speak!
0:02:02 > 0:02:04I'm getting it as high as I possibly can.
0:02:04 > 0:02:06At the first heat in London last week,
0:02:06 > 0:02:08just three reps went through...
0:02:08 > 0:02:10SHE YELPS
0:02:10 > 0:02:12..to the Shop Idol grand final.
0:02:12 > 0:02:14- OTHERS:- Yeah! - APPLAUSE
0:02:14 > 0:02:15BOTH SCREAM
0:02:17 > 0:02:21Now 24 sales associates, all hoping to join them, are descending
0:02:21 > 0:02:25on a hotel in Manchester for the final round of tests.
0:02:25 > 0:02:28'How did you sleep, Callum?'
0:02:28 > 0:02:29Like a champion.
0:02:29 > 0:02:31They'll face a series of challenges
0:02:31 > 0:02:34which will test their sales skills to the limit.
0:02:34 > 0:02:36It's the anticipation of the unknown.
0:02:36 > 0:02:38It's obviously not knowing what's going to happen next.
0:02:38 > 0:02:39And scary, definitely.
0:02:39 > 0:02:41Only the best eight
0:02:41 > 0:02:45will win one of the remaining places in the grand final.
0:02:45 > 0:02:47If I won, I'd be over the moon.
0:02:47 > 0:02:49I've won, that's how my mind's set.
0:02:49 > 0:02:51I've already won, so I'm just waiting to pick up my award.
0:02:55 > 0:02:59The best sellers from the phone giants have gathered.
0:02:59 > 0:03:00I'm Baz, pleased to meet you.
0:03:00 > 0:03:01But hoping to beat them
0:03:01 > 0:03:04are three lads from one of the industry's minnows.
0:03:04 > 0:03:09Callum, Andy and Ryan all work for Fonehouse,
0:03:09 > 0:03:13a small independent chain with just 50 stores.
0:03:13 > 0:03:16Most people, if they see my store back home
0:03:16 > 0:03:18and they see these big guys, it's like,
0:03:18 > 0:03:21"Oh, Callum is just shooting a spud gun at a tank," you know.
0:03:21 > 0:03:22We play it to win it, obviously.
0:03:22 > 0:03:25You know what I mean? We could do with the spondoolies.
0:03:25 > 0:03:28It's always the first impression, isn't it? Meet and greet.
0:03:28 > 0:03:30Think it's time to go, boys.
0:03:30 > 0:03:32I know what I am. I'm good at what I do.
0:03:35 > 0:03:36And let's go show people.
0:03:36 > 0:03:38Go and get it smashed, you know.
0:03:40 > 0:03:44Team Fonehouse have got their work cut out.
0:03:44 > 0:03:48Because headed their way is one of the big boys' top sellers,
0:03:48 > 0:03:49making a surprise return.
0:03:49 > 0:03:53# You're the best! All right!
0:03:53 > 0:03:55# Nothing's ever gonna keep you down!
0:03:55 > 0:03:56# You're the best... #
0:03:56 > 0:04:00EE's star salesman Johnny Brown failed to get through
0:04:00 > 0:04:04the Mystery Shop round after the judges criticised his lack of charm.
0:04:04 > 0:04:09If you work in retail, you should at least be able to crack a smile.
0:04:09 > 0:04:12But John has been given a wild card place in the regionals
0:04:12 > 0:04:14and his boss, Sean, is keen to make sure
0:04:14 > 0:04:17he doesn't make the same mistake twice.
0:04:17 > 0:04:20I want him to smile more. He needs to be more smiles.
0:04:24 > 0:04:27I want you to...put the pen in your mouth like that.
0:04:27 > 0:04:31Doing OK, so put your head back, up. Down.
0:04:31 > 0:04:35Will it be all smiles for the big man or might it all end in tears?
0:04:35 > 0:04:37I'm definitely here to win.
0:04:37 > 0:04:39As far as I'm concerned, I'm the one to beat.
0:04:39 > 0:04:42They're the ones that will be looking to me thinking, "Big boy."
0:04:45 > 0:04:50Johnny and the other reps face 12 hours of unrelenting tests
0:04:50 > 0:04:53which have been devised by a panel of industry experts.
0:04:53 > 0:04:56The regional stage is the toughest part of the competition.
0:04:56 > 0:04:58Not only have they got to perform in front of us,
0:04:58 > 0:05:00but they've got to perform in front of their rivals.
0:05:00 > 0:05:02They have to really... It's sink or swim.
0:05:02 > 0:05:03Does this chair lean back at all?
0:05:03 > 0:05:05You need to be able to keep your cool
0:05:05 > 0:05:07because it's survival of the fittest.
0:05:07 > 0:05:09- It's not the most comfortable chair, is it?- Ooh!
0:05:09 > 0:05:11You want to see real passion,
0:05:11 > 0:05:13that little spark that'll set you apart from everybody else.
0:05:13 > 0:05:15I'm not comfortable with this chair, guys.
0:05:15 > 0:05:18They'd better get their act together.
0:05:22 > 0:05:27All the candidates are ready to go. It's time for the first round.
0:05:27 > 0:05:29We're going to get you to pick an object from the mystery bag.
0:05:29 > 0:05:32Once you get that particular object, you have a minute to sell us
0:05:32 > 0:05:35the key benefits and features of that particular product.
0:05:35 > 0:05:38Jake, if you'd like to grab an object from the bag.
0:05:38 > 0:05:40OBJECT SQUEAKS
0:05:40 > 0:05:43OK, so we've got a...lovely rubber chicken here, guys.
0:05:43 > 0:05:47So, anyone... Anyone got pets? Pets? Dogs, maybe? Yeah? No?
0:05:47 > 0:05:50You want to teach them to fetch, you throw the chicken, it goes...
0:05:50 > 0:05:51CHICKEN SQUEAKS
0:05:51 > 0:05:53I opened up with a rubber chicken.
0:05:53 > 0:05:56Try selling a rubber chicken to people who deal with phones.
0:05:56 > 0:05:58A salesperson should be able to sell anything.
0:05:58 > 0:05:59It's an object close to my heart
0:05:59 > 0:06:02cos I make the best Yorkshire puddings in all the land.
0:06:02 > 0:06:04'Bring it to life, make it exciting.'
0:06:04 > 0:06:05- It's also good body armour. - OTHERS LAUGH
0:06:05 > 0:06:07So, it could be dangerous in the kitchen,
0:06:07 > 0:06:09someone doesn't like Yorkshire puddings.
0:06:09 > 0:06:12OK, so I'm looking at the judges, I can see clearly
0:06:12 > 0:06:17that two people could benefit from this straightaway!
0:06:17 > 0:06:20I inadvertently insulted one of the judges. I'm not naming any names.
0:06:24 > 0:06:26- HE LAUGHS - I've got the brick.
0:06:26 > 0:06:27'Why did I take a brick?'
0:06:27 > 0:06:30I didn't know how to sell a brick. Like, I didn't know what to say.
0:06:30 > 0:06:32Like, it was like, a brick.
0:06:32 > 0:06:35- Used to build houses. - BELL RINGS
0:06:35 > 0:06:38Back in the holding room, things are getting competitive
0:06:38 > 0:06:40amongst the big phone companies' reps.
0:06:40 > 0:06:42Best customer service is EE.
0:06:42 > 0:06:45As soon as you come into the store, we're so nice to you.
0:06:45 > 0:06:47We even make you cups of tea and coffee.
0:06:47 > 0:06:51But Team Fonehouse candidate Callum is maintaining a low profile.
0:06:51 > 0:06:54It's all right in there, but it's a bit like...willy waving.
0:06:54 > 0:06:57Like, "I think customer service is this."
0:06:57 > 0:07:01Me and my colleague, Trevor, we set an EE store record. We sold...
0:07:01 > 0:07:04Was it 38? 38 new contracts in one day between two of us.
0:07:04 > 0:07:05The less I talk in there,
0:07:05 > 0:07:07the less information I give away to the competition.
0:07:07 > 0:07:10I'm going to wait for my moment with the judges and show them who I am.
0:07:10 > 0:07:12I'm not going to get my guns out just yet.
0:07:16 > 0:07:1923-year-old Callum works for one of Fonehouse's
0:07:19 > 0:07:23quietest stores on Worle High Street in Weston-super-Mare.
0:07:24 > 0:07:29I was surprised that a little phone shop in Worle had been put forward
0:07:29 > 0:07:31for such a big competition.
0:07:31 > 0:07:34Sit down, my love. Get your cuppa down you.
0:07:34 > 0:07:36I didn't put any sweetener in it cos I didn't know
0:07:36 > 0:07:38- if you wanted any.- No. - So, it's as it should be.
0:07:38 > 0:07:41Working in such a quiet store, Callum can offer
0:07:41 > 0:07:46a level of service which he believes is beyond the big phone companies.
0:07:46 > 0:07:48- Go onto settings. - Oh, you are brilliant, aren't you?
0:07:50 > 0:07:53I've been brought in a chocolate flapjack,
0:07:53 > 0:07:57I have been brought in a Flake bar, I've been brought in Twixes.
0:07:57 > 0:07:59So, I get fed and watered.
0:08:00 > 0:08:04- So, Callum. Can I get you to go first?- OK, go for it.
0:08:08 > 0:08:09So, this is a calculator.
0:08:09 > 0:08:13You can have accurate calculations with whatever you're doing.
0:08:14 > 0:08:16Um, again, this calculator is your friend
0:08:16 > 0:08:19so it's that extra tool to back up your mind in those days
0:08:19 > 0:08:22that you might not be feeling on top form.
0:08:22 > 0:08:25- BELL RINGS - Perfect timing, thank you, Callum.
0:08:25 > 0:08:27I think he did a good job, good pace.
0:08:27 > 0:08:29Er, really nice body language.
0:08:29 > 0:08:31Yeah, I thought it was a good solid performance.
0:08:36 > 0:08:40The next round will test the candidate's product knowledge.
0:08:40 > 0:08:41Has anyone revised?
0:08:41 > 0:08:43I think I know everything anyway,
0:08:43 > 0:08:45but I know I'll get caught out with something.
0:08:45 > 0:08:46Know what I mean?
0:08:46 > 0:08:49Some people don't even know what a Z3 Compact is in that room,
0:08:49 > 0:08:50which is quite scary.
0:08:50 > 0:08:52You can revise as much as you want, but if you have a talent,
0:08:52 > 0:08:53you have a talent.
0:08:55 > 0:09:00Nick Foch, who works for 3 Mobile in Swindon, was dubbed Mr Perfect
0:09:00 > 0:09:04after recording 100% on his Mystery Shop.
0:09:04 > 0:09:07Mr Perfect, Nick Foch.
0:09:07 > 0:09:10He's very scary. He's absolutely amazing.
0:09:10 > 0:09:12Talking to some of the other candidates,
0:09:12 > 0:09:15I feel a bit bad that they are measuring themselves against me.
0:09:15 > 0:09:16I don't think that they should have to.
0:09:16 > 0:09:20The back-facing camera on the Sony Xperia Z3 is 20 megapixels.
0:09:20 > 0:09:23How many megapixels is the front-facing camera?
0:09:23 > 0:09:24It's a 2.2 megapixel.
0:09:25 > 0:09:28What is the name of Sony customers' loyalty content app
0:09:28 > 0:09:29Sony Backstage.
0:09:32 > 0:09:36How many colour options are available for Motorola's Moto X?
0:09:36 > 0:09:37Moto X is two, black and white.
0:09:39 > 0:09:43The conviction with which Nick answers some questions wrongly
0:09:43 > 0:09:45has raised the judges' hackles.
0:09:45 > 0:09:48'Nick, he delivers with absolute confidence, but you know,'
0:09:48 > 0:09:51he's giving information that's absolutely wrong.
0:09:51 > 0:09:54How many cores does a Microsoft Lumia 635 have?
0:09:56 > 0:10:00Uh, processor I believe is a quad core processor.
0:10:00 > 0:10:01It's a quad core.
0:10:01 > 0:10:03It's quad core.
0:10:03 > 0:10:06What is HTC's Android UI overlay called?
0:10:06 > 0:10:08HTC Sense.
0:10:10 > 0:10:11Um, HTC Sense.
0:10:11 > 0:10:12Sense.
0:10:12 > 0:10:15What does AGPS actually stand for?
0:10:15 > 0:10:20I'll stick with assisted, Assisted Global Positioning System.
0:10:23 > 0:10:25Is that your final answer?
0:10:27 > 0:10:28No, I'll go for accurate.
0:10:28 > 0:10:31I'll go for Accurate Global Positioning System.
0:10:32 > 0:10:35What is the name of the Sony customer loyalty and content app?
0:10:38 > 0:10:40Hmm! No, don't know, don't know.
0:10:40 > 0:10:42Some of the questions I fucked up there, like.
0:10:42 > 0:10:45But it's done now, there's no point in dwelling on it.
0:10:45 > 0:10:48Next to face the judges is Johnny.
0:10:48 > 0:10:51And after working on his smile in store,
0:10:51 > 0:10:54this is his chance to charm the judges.
0:10:54 > 0:10:57OK, Johnny, this is the quick-fire questions around. Here we go.
0:10:57 > 0:11:00What is the ideal phone for someone who wants to watch
0:11:00 > 0:11:02and stream TV and films on the go?
0:11:02 > 0:11:04- A Z3.- Why?
0:11:04 > 0:11:06Um, because it's got a big screen.
0:11:06 > 0:11:11The iPhone 6 Plus has a 5.5-inch screen which is bigger than the Z3.
0:11:11 > 0:11:12Yeah.
0:11:12 > 0:11:14Why would you not recommend that instead?
0:11:16 > 0:11:20- Because I've recommended the Z3, that's my recommendation.- OK.
0:11:21 > 0:11:23Cheers.
0:11:25 > 0:11:28- You know, he just had a horrible style about him.- Yeah.
0:11:28 > 0:11:29He got really aggressive with me.
0:11:29 > 0:11:31He just... "That's my recommendation."
0:11:31 > 0:11:33Yeah, justify it. What are you basing it on?
0:11:33 > 0:11:35You always have a nice judge.
0:11:35 > 0:11:38You always have a judge that can be harsh and nice.
0:11:38 > 0:11:42And then you've got the bitch.
0:11:42 > 0:11:47Last to face the quick-fire round is 35-year-old Ryan,
0:11:47 > 0:11:49who is the oldest member of Team Fonehouse.
0:11:49 > 0:11:52I don't think the next round is going to be a good round for me.
0:11:52 > 0:11:55Because I'm not sort of tacky and nerdy. I'm not into all of that.
0:11:55 > 0:11:57I just sell myself.
0:11:59 > 0:12:03# Weren't the first time that I made it
0:12:03 > 0:12:06# Weren't the last time I'll never forget it... #
0:12:06 > 0:12:11Ryan, who lives in Belfast, has already had one successful career
0:12:11 > 0:12:12as a professional singer.
0:12:12 > 0:12:14It was amazing.
0:12:14 > 0:12:17Going to England, going to Ibiza. We were on Radio 1, the buzz was great.
0:12:17 > 0:12:19You know, everything was fantastic.
0:12:19 > 0:12:23# There were times when our love was stronger than weak... #
0:12:23 > 0:12:27But along with a scene, there comes drink, drugs, all the rest of it.
0:12:28 > 0:12:31And I was only too happy to oblige, really.
0:12:31 > 0:12:35Ryan's musical dreams fell apart as he became increasingly
0:12:35 > 0:12:38dependent on alcohol and drugs.
0:12:38 > 0:12:39A lot of people don't understand it.
0:12:39 > 0:12:44They just think it's people being selfish and, "Why is he doing that?"
0:12:44 > 0:12:48No, but they don't understand. It's just an overwhelming pull.
0:12:48 > 0:12:52Gravity times 1,000, you know, pulling you towards it, like.
0:12:52 > 0:12:55Ryan has got to young daughters with wife Catherine,
0:12:55 > 0:12:57and there's another baby on the way.
0:12:59 > 0:13:02It was love for his family which finally helped him off drink
0:13:02 > 0:13:04and drugs over three years ago.
0:13:04 > 0:13:07My last drink where I went missing for five years -
0:13:07 > 0:13:09search parties were out for me.
0:13:09 > 0:13:12Decided I was going to go home and face the music.
0:13:12 > 0:13:15And she was standing there, waiting on me, to take me.
0:13:15 > 0:13:17That for me was a big turning point,
0:13:17 > 0:13:19when I realised what I had then.
0:13:19 > 0:13:22When I realised that if I didn't change very quickly,
0:13:22 > 0:13:23I was going to lose it, like.
0:13:27 > 0:13:31For Ryan, Shop Idol signifies a second chance.
0:13:33 > 0:13:36What is the name of the Sony customer loyalty and content app?
0:13:38 > 0:13:39Pass.
0:13:39 > 0:13:42Can you give me three key lifestyle benefits
0:13:42 > 0:13:44of the Sony SmartWatch 3?
0:13:44 > 0:13:46Health.
0:13:48 > 0:13:49Um...
0:13:51 > 0:13:52Pass.
0:13:52 > 0:13:53What is the size of the camera's aperture
0:13:53 > 0:13:55on the Samsung Galaxy S6 Edge?
0:13:58 > 0:14:00I'm not sure, pass.
0:14:00 > 0:14:01On the Xperia Z3,
0:14:01 > 0:14:05how much exterior noise is blocked out, out of 100%?
0:14:05 > 0:14:06Um, 97.
0:14:06 > 0:14:0897, I think.
0:14:16 > 0:14:20Since he's stopped drinking, Ryan has suffered from panic attacks
0:14:20 > 0:14:23and the stress of the round has left him struggling.
0:14:24 > 0:14:29This is another side of being an alcoholic or an addict, like.
0:14:29 > 0:14:32Hard trying to be strong all the time. That's what it is.
0:14:32 > 0:14:37- 'You know you don't have to be strong all the time.'- But I do.
0:14:38 > 0:14:40I do, like. It's the only way I can survive.
0:14:44 > 0:14:46After almost five hours,
0:14:46 > 0:14:49the regional heat is at the halfway stage.
0:14:49 > 0:14:53Round three is the head-to-head, when things get personal.
0:14:53 > 0:14:55First pair is Ahmad and Callum.
0:14:56 > 0:14:59'The head-to-head round is really us testing how much
0:14:59 > 0:15:00'the salesperson knows about
0:15:00 > 0:15:03'the unique selling points of their own company'
0:15:03 > 0:15:05that's better, and they can promote to a customer,
0:15:05 > 0:15:06than their rival's company.
0:15:08 > 0:15:12Callum's been paired against Ahmad from 3 Mobile in Glasgow.
0:15:12 > 0:15:16And for him, it's a chance to take on a rep from an industry giant.
0:15:16 > 0:15:19When's the last time any of these big chains
0:15:19 > 0:15:21walked outside of their shop
0:15:21 > 0:15:24into what's surrounding them and actually helped?
0:15:24 > 0:15:25Very little.
0:15:25 > 0:15:28OK, guys. We will have a minute each.
0:15:28 > 0:15:32My little store can give these guys a run for their money. So, yeah.
0:15:32 > 0:15:33Time to show that.
0:15:33 > 0:15:35Fonehouse Worle is a small shop.
0:15:35 > 0:15:39Um, we don't have a large number of footfall.
0:15:39 > 0:15:42So we have plenty of time to demonstrate the device to you.
0:15:42 > 0:15:44When a customer comes into my store,
0:15:44 > 0:15:46I want to find out what they use their phone for.
0:15:46 > 0:15:48- So say for example, they... - How do you find that information?
0:15:48 > 0:15:50I ask them questions,
0:15:50 > 0:15:53objective handling, so that's my first thing that I focus on.
0:15:53 > 0:15:55Do you have a sheet at all for your customer?
0:15:55 > 0:15:58I actually have my own cue sheet that I developed myself.
0:15:58 > 0:16:01OK, same as me. I have a cue sheet. Find out their name.
0:16:01 > 0:16:03With 3, you can use your phone abroad in 18 countries.
0:16:03 > 0:16:05You offer them insurance that protects their phone
0:16:05 > 0:16:07- in other countries? - Yes. I actually...
0:16:07 > 0:16:09Insurance is the last thing I actually discuss.
0:16:09 > 0:16:12- Are you allowed to use your phone abroad?- Yes, we do.- Pay-as-you-go?
0:16:12 > 0:16:15In certain countries across Europe, we give you up to 100 minutes.
0:16:15 > 0:16:18- So that's like getting extra costs. - No. My shop, I can do what I like.
0:16:18 > 0:16:20- OK, do you do unlimited data? - We do unlimited data.
0:16:20 > 0:16:23Just the network can make it really slow the customers.
0:16:23 > 0:16:26- OK, guys. That was good.- Thank you.
0:16:26 > 0:16:29If you come to Fonehouse, I can buy you out of your contract early.
0:16:29 > 0:16:31But you add the cost of the contract.
0:16:31 > 0:16:34Um, but I'm more than happy to subsidise my...
0:16:34 > 0:16:36Not content with leaving it in the judging room,
0:16:36 > 0:16:38Callum's has decided to take things outside.
0:16:38 > 0:16:41Why is it not the best thing for the customer if I'm buying them
0:16:41 > 0:16:44out of their contract early and I'm giving them a new handset sooner?
0:16:44 > 0:16:46'It is something I do feel passionate about.'
0:16:46 > 0:16:48Also, if somebody doesn't like the phone they've got...
0:16:48 > 0:16:50My issue isn't with Ahmad, it's with the big chains.
0:16:50 > 0:16:53Do your customers have your mobile phone number?
0:16:53 > 0:16:55Um, we give our store number, I don't give out my...
0:16:55 > 0:16:56Do they have your work number?
0:16:56 > 0:16:59Can I have Johnny and Nick, please?
0:16:59 > 0:17:03Next up, two of the big hitters, Johnny and Nick, go head-to-head.
0:17:04 > 0:17:05With regards to your 4G speed,
0:17:05 > 0:17:08- you do have a slightly more advanced 4G network.- Slightly more advanced?
0:17:08 > 0:17:11- Yeah, I would say so.- How can you justify the word slightly?
0:17:11 > 0:17:13- Well, look at it... - Shall we get our phones out now?
0:17:13 > 0:17:15I'll get my phone out and we'll do a speed check now.
0:17:15 > 0:17:18We can do that if you want to. Absolutely fine. Let's do that.
0:17:18 > 0:17:21Johnny, why can't a customer get it from EE rather than 3?
0:17:21 > 0:17:22I'm not hearing the reasons.
0:17:22 > 0:17:24The reason is because we've got the biggest and fastest
0:17:24 > 0:17:27- and most reliable UK network. - You say that.- It's proven.
0:17:27 > 0:17:29You were the most complained about network as well.
0:17:29 > 0:17:30It was based on Ofcom results.
0:17:30 > 0:17:33- We're the least complained about. - Absolutely smashed him to bits.
0:17:33 > 0:17:36I think he's probably going to ring his wife and cry,
0:17:36 > 0:17:39down the phone, saying, "I wish I could go back in time
0:17:39 > 0:17:41"and be a bit more like Johnny."
0:17:41 > 0:17:44Things are getting heated, and it's not just the boys.
0:17:44 > 0:17:47Tesco Mobile, we offer a Clubcard point for every deal we do.
0:17:47 > 0:17:51So them Clubcard points there, you can triple into days out.
0:17:51 > 0:17:53- So, worth double and sometimes triple.- I'm going to jump in there.
0:17:53 > 0:17:56With Carphone Warehouse, we have all the major networks.
0:17:56 > 0:17:59And with each major network, comes its own loyalty scheme.
0:17:59 > 0:18:02What happens if the networks pull out of your stores, like Phones 4u?
0:18:02 > 0:18:04Networks don't pull out of our stores.
0:18:04 > 0:18:07If every single network pulled out of Carphone Warehouse,
0:18:07 > 0:18:10we'd still function because we've got iD, which is our network.
0:18:10 > 0:18:12- But that's only launched yesterday. - Yes.
0:18:13 > 0:18:15It's going very well!
0:18:15 > 0:18:17Thank you very much.
0:18:17 > 0:18:19I loved that round.
0:18:19 > 0:18:21And I think the judges loved me as well.
0:18:21 > 0:18:24I personally believe I won because...
0:18:24 > 0:18:27Well, we have all the networks. She's just got the one.
0:18:27 > 0:18:30So, and even then, she's borrowing it from somebody else. So...
0:18:30 > 0:18:31SHE LAUGHS
0:18:31 > 0:18:33Definitely smashed her.
0:18:35 > 0:18:37While the temperature rises in the judging room,
0:18:37 > 0:18:41Andy from Fonehouse Sunderland is still waiting his turn,
0:18:41 > 0:18:44and he's stepped outside to take a call.
0:18:44 > 0:18:46My nanna's passed away.
0:18:46 > 0:18:47Just got a phone call off my sister.
0:18:49 > 0:18:50So...
0:18:52 > 0:18:55Nightmare. Total nightmare.
0:18:55 > 0:18:57I'd just seen her for her birthday on Friday, so...
0:18:57 > 0:18:59Went with a bunch of flowers and that.
0:18:59 > 0:19:02Haven't told any of the guys or anything, you know.
0:19:02 > 0:19:04Didn't want to be mollycoddled or anything, you know.
0:19:07 > 0:19:1229-year-old Andy has built some of the best figures in his company...
0:19:12 > 0:19:13You see the little 3G sign there?
0:19:13 > 0:19:16When that turns off, you see that's a sign that...
0:19:16 > 0:19:19- ..with an uncanny ability to sell phones.- That's it.- Thank you.
0:19:19 > 0:19:22- Anything else? Are you pretty happy with that?- See you later.
0:19:22 > 0:19:24I just watch him and go, "How did you do that?"
0:19:24 > 0:19:26He'll just create a sale out of nowhere.
0:19:26 > 0:19:28- Thanks very much. - Nice to see youse again, like.
0:19:28 > 0:19:31He's sailed into the regionals after impressing the judges
0:19:31 > 0:19:32with his Mystery Shop.
0:19:32 > 0:19:36- She's a great-granddaughter? - 'Yes, I'm a great-grandma.'
0:19:36 > 0:19:38- (You don't look old enough!) - 'Thank you!'
0:19:38 > 0:19:41But his preparations suffered a major blow...
0:19:41 > 0:19:46- Xperia Z3 Compact. - It's got a 20.7 megapixel camera.
0:19:46 > 0:19:49- ..when his workmate Danny... - Samsung A3?
0:19:49 > 0:19:52..who was training him for the competition...
0:19:52 > 0:19:56quit the shop after landing a new job in a local factory.
0:19:56 > 0:20:00I'm...I'm sorry, mate. It's just the way it is, like.
0:20:01 > 0:20:06Despite the news about his nan, Andy has decided to stay and carry on.
0:20:06 > 0:20:09But he's chosen not to tell his fellow candidates or the judges.
0:20:10 > 0:20:12- Hi.- Hi, again.
0:20:12 > 0:20:16He's been drawn against Lee from Tesco Mobile in Sandhurst.
0:20:16 > 0:20:19'So, when you guys are ready.'
0:20:20 > 0:20:24We offer some really unique USPs on our contracts.
0:20:24 > 0:20:27So we're the only network that offer full capping.
0:20:27 > 0:20:29So you can actually cap your minutes, texts and data,
0:20:29 > 0:20:31the amount you wish to cap it at.
0:20:31 > 0:20:33I think also with a lot of people who shop at Tesco,
0:20:33 > 0:20:35they buy into the brand.
0:20:35 > 0:20:36Fonehouse is sort of like...
0:20:36 > 0:20:39We're a bit different in terms of we're a very small business.
0:20:39 > 0:20:40I think people relate...
0:20:40 > 0:20:42relate to that a lot more instead of seeing
0:20:42 > 0:20:44a big sort of corporate company.
0:20:44 > 0:20:48- 'Guys, I'm going to stop you there. Thank you, interesting.'- Pow!
0:20:49 > 0:20:50Very interesting.
0:20:53 > 0:20:56If it's ruined my chances and stuff, then so be it.
0:20:56 > 0:20:58I stayed and I tried my best so...
0:20:58 > 0:21:00Not many people would have been able to do that.
0:21:00 > 0:21:01My nanna would have wanted it.
0:21:01 > 0:21:04She was looking forward to watching it and all that.
0:21:05 > 0:21:07So I've just done it for her, you know what I mean?
0:21:15 > 0:21:17After nine punishing hours,
0:21:17 > 0:21:19the last round is getting underway.
0:21:20 > 0:21:24Dan, you don't come across to me as somebody with massive enthusiasm.
0:21:25 > 0:21:29Um...I'm quite enthusiastic.
0:21:29 > 0:21:33The candidates have one final chance to convince the judges
0:21:33 > 0:21:38they deserve one of the eight remaining places in the grand final.
0:21:38 > 0:21:42Open listening and active listening is the one thing
0:21:42 > 0:21:44that I really pay attention to.
0:21:44 > 0:21:46What are our names?
0:21:46 > 0:21:48Simon... I want to say Simon.
0:21:48 > 0:21:51Where have I got Simon from?
0:21:51 > 0:21:54But what they don't know is the one-to-one interviews
0:21:54 > 0:21:57will be their sternest test of all.
0:21:58 > 0:21:59So, Johnny.
0:21:59 > 0:22:02When I asked you about your product recommendation,
0:22:02 > 0:22:05- you were very dismissive of my questions.- I wouldn't say...
0:22:05 > 0:22:09- Which I found...- I wouldn't... - I thought was quite rude.
0:22:09 > 0:22:11That's fine.
0:22:11 > 0:22:13I have to say, Nick, the thing that disturbed us
0:22:13 > 0:22:15was the quick-fire quiz.
0:22:15 > 0:22:18- The questions that you got wrong. - OK.
0:22:18 > 0:22:20- You said it with such confidence. - Yeah.
0:22:20 > 0:22:23That got us thinking, "Is Nick a little bit of a fraud?"
0:22:23 > 0:22:27In terms of pretending to know all the answers.
0:22:27 > 0:22:28It revealed a few home truths.
0:22:28 > 0:22:30I'm still a winner, just not as much of a winner.
0:22:32 > 0:22:35Next to face the judges is Ryan.
0:22:35 > 0:22:37You know, I did come with a lot of confidence.
0:22:37 > 0:22:40You know, I may be suffering from anxiety, slightly.
0:22:40 > 0:22:44So I would... Due to just my history, my past.
0:22:44 > 0:22:47- So, sort of things that happened within my life.- What sort of things?
0:22:47 > 0:22:50I'm a recovering alcoholic. So I am, so I am.
0:22:50 > 0:22:52I have two beautiful wee girls
0:22:52 > 0:22:55that I may not have been here to do this for.
0:22:55 > 0:22:58You know, if I'd had kept on drinking. You know, suicidal.
0:22:58 > 0:23:00You know what I mean? It got to very bad stages.
0:23:00 > 0:23:04- This is why I want to do this. To show them what I can achieve.- Yes.
0:23:04 > 0:23:06- Thank you.- Yeah, no problem. Thanks, folks.
0:23:08 > 0:23:11- A lot of heart.- Yeah, there's a lot of pressure as well as heart.
0:23:11 > 0:23:13You know, I don't think we've seen the best of Ryan.
0:23:13 > 0:23:15You're right, we didn't see the best of him today.
0:23:15 > 0:23:17- But do you want to see him again? - No.
0:23:17 > 0:23:21Most people are scared of walking into a phone shop.
0:23:21 > 0:23:24Most people are scared of salesmen.
0:23:24 > 0:23:28In my little store, I can change every aspect of that.
0:23:28 > 0:23:31Callum, can I stop you there? It sounds really rehearsed, that.
0:23:31 > 0:23:33That really sounded really rehearsed, you know.
0:23:33 > 0:23:35I want to get right down to the heart of it.
0:23:35 > 0:23:40You could say that sounds rehearsed, but I do find that offensive that...
0:23:40 > 0:23:42This is... I am passionate about what I do.
0:23:42 > 0:23:45If you guys say, "OK. Sorry, Callum, you're not the one,"
0:23:45 > 0:23:47that won't change what I do.
0:23:47 > 0:23:49I'm just passionate about what I do.
0:23:49 > 0:23:52Should I put you through to the next round of Shop Idol?
0:23:54 > 0:23:56Please put me through to the next round.
0:24:00 > 0:24:02Brrr!
0:24:03 > 0:24:05Fuck me.
0:24:05 > 0:24:07He has an award for passion and caring.
0:24:07 > 0:24:11I tell you what, it almost felt like he was taking the moral high ground.
0:24:11 > 0:24:14- Yes!- It's like he was saying...- He's too young for it.- He was saying...
0:24:14 > 0:24:17I think he's trying to get across the difference in what he does
0:24:17 > 0:24:20in his area and how he is different as a salesperson.
0:24:20 > 0:24:22Maybe they don't meet many people that are genuine
0:24:22 > 0:24:23and actually speak from...
0:24:23 > 0:24:25speak the truth or speak how they feel.
0:24:25 > 0:24:28So maybe they were a bit suspicious.
0:24:28 > 0:24:31So... But that's not my problem at the end of the day.
0:24:31 > 0:24:32I'm tired, I'm exhausted.
0:24:32 > 0:24:36I just want to go back to my store and get shit going again.
0:24:36 > 0:24:39Last to go is Andy.
0:24:39 > 0:24:42- Andy, how do you think you've done today?- Um...
0:24:42 > 0:24:44'What are we looking for?'
0:24:44 > 0:24:45A good salesman, you know.
0:24:45 > 0:24:48That's the full package, the absolute works.
0:24:48 > 0:24:51Let me be honest with you. I've watched your Mystery Shop video.
0:24:51 > 0:24:55- Yeah?- Absolutely...amazing. Really, really good.
0:24:56 > 0:24:57Just trying to be normal.
0:24:57 > 0:25:01- And today, I'm not seeing the same person that I saw in the video.- No?
0:25:01 > 0:25:02Nightmare.
0:25:03 > 0:25:06It's been a tough day, to be honest. Like, I've had a bit of a nightmare.
0:25:06 > 0:25:07- Why is it a tough day?- All sorts.
0:25:07 > 0:25:09- Usually...- Why has it been emotional for you?
0:25:09 > 0:25:11Just...
0:25:11 > 0:25:15Just with my family and stuff, I've got some bad news today like, so...
0:25:15 > 0:25:17And I've tried to like...
0:25:17 > 0:25:19I've stayed and pushed through it, you know.
0:25:19 > 0:25:21Handled it the best I could, I think.
0:25:21 > 0:25:25Considering what's happened and stuff, but it's like... It's hard.
0:25:25 > 0:25:26Thanks, Andy.
0:25:29 > 0:25:33I've tried my hardest, like, to be honest. It's up to them now, innit?
0:25:34 > 0:25:36Never mind. That's it.
0:25:37 > 0:25:39Jobs a good 'un. I can go.
0:25:39 > 0:25:40All the best.
0:25:40 > 0:25:43The final regional heat has come to an end.
0:25:43 > 0:25:44Thank you, see you later.
0:25:44 > 0:25:46Thank you.
0:25:53 > 0:25:57One week later, the judges have made their decision.
0:26:02 > 0:26:05I just really, really want this. I really want it.
0:26:08 > 0:26:09It's the icing on the cake.
0:26:09 > 0:26:11This shop is my cake.
0:26:11 > 0:26:13And that award would be the icing.
0:26:13 > 0:26:16It's within touching distance, really, isn't it?
0:26:16 > 0:26:18You know, if you do get through to this next stage,
0:26:18 > 0:26:20you're down to 12 people.
0:26:20 > 0:26:21Oh!
0:26:22 > 0:26:24I made it. I've done it! So...
0:26:24 > 0:26:26Yeah, I'm in the grand finals, so...
0:26:26 > 0:26:28Ooh! That's a relief.
0:26:28 > 0:26:31- Congratulations.- Thanks, mate! - HE LAUGHS
0:26:31 > 0:26:34Yeah, so... Yeah, ecstatic. Very happy.
0:26:39 > 0:26:43"Congratulations!" You see that there?
0:26:43 > 0:26:45That's all I needed to see.
0:26:45 > 0:26:46Congratulations means,
0:26:46 > 0:26:49"Jake, you are in the grand final of Shop Idol."
0:26:54 > 0:26:55Oh, my God!
0:26:57 > 0:26:59- I got through! - SHE LAUGHS
0:27:00 > 0:27:01Oh!
0:27:03 > 0:27:05- Eek! - SHE LAUGHS
0:27:05 > 0:27:06While it's joy for some,
0:27:06 > 0:27:11for others, like Johnny and Katie, it's the end of the line.
0:27:11 > 0:27:15Yes! "Congratulations!"
0:27:15 > 0:27:18Absolutely wicked. My family will be over the moon with this, like.
0:27:18 > 0:27:20That should give them a lift.
0:27:20 > 0:27:21It's given me a lift.
0:27:27 > 0:27:28I made it through.
0:27:31 > 0:27:33Right, so I haven't looked at it.
0:27:35 > 0:27:38- WHISPERS:- Ah!
0:27:38 > 0:27:39Brilliant. It's the final.
0:27:41 > 0:27:44- So...yeah. - HE CHUCKLES
0:27:48 > 0:27:50HE CHUCKLES
0:27:51 > 0:27:52I didn't make it.
0:27:55 > 0:27:57Cool beans. Right.
0:27:58 > 0:28:00Back to the drawing board.
0:28:04 > 0:28:07I'm in on a wild card! Woo!
0:28:07 > 0:28:09Next time...
0:28:09 > 0:28:12I'd like you to line them up in decreasing battery size.
0:28:13 > 0:28:15It's the grand final.
0:28:15 > 0:28:18- I had a brain fart again.- Yeah!
0:28:19 > 0:28:21After that, like, I might be toast.
0:28:21 > 0:28:23And the pressure begins to tell.
0:28:23 > 0:28:24Not good enough.
0:28:24 > 0:28:28- They want to break everybody. - I know this one.
0:28:28 > 0:28:30But who will rise to the challenge?
0:28:30 > 0:28:32- Oh, it's awful. - I'm hoping that I don't throw up.
0:28:32 > 0:28:34SHE SOBS
0:28:34 > 0:28:36# I'm on my way
0:28:37 > 0:28:39# I get around
0:28:41 > 0:28:44# Not too sure about what I do
0:28:44 > 0:28:48# I feel I've got to stop a second just to think it through
0:28:48 > 0:28:49# And so I stop
0:28:51 > 0:28:53# I'm on my way
0:28:55 > 0:28:57# Yeah, I get around. #