0:00:02 > 0:00:06This programme contains some strong language
0:00:06 > 0:00:08There are 24,000 mobile phone sales reps in the UK...
0:00:08 > 0:00:10The same materials that are in aeroplanes,
0:00:10 > 0:00:12- some of is in this phone. - ..and every year,
0:00:12 > 0:00:14the industry holds a competition to find the best one.
0:00:14 > 0:00:17Get in there! Go on!
0:00:17 > 0:00:21It's the same as it would be for a journalist to win the Pulitzer
0:00:21 > 0:00:24or for a writer to win the Booker.
0:00:24 > 0:00:26Over the past six months,
0:00:26 > 0:00:29the judges have ruthlessly whittled down the contestants...
0:00:29 > 0:00:31From your experience at Three,
0:00:31 > 0:00:36how much exterior noise is blocked out, out of 100%?
0:00:36 > 0:00:38BELL RINGS ..and some of the nation's
0:00:38 > 0:00:40best sellers have bitten the dust.
0:00:40 > 0:00:43- It sounds really rehearsed, that. - I do find that offensive.
0:00:43 > 0:00:45I am passionate about what I do.
0:00:45 > 0:00:47I didn't make it.
0:00:47 > 0:00:51For those who remain, the grand final has arrived...
0:00:51 > 0:00:55I'd like you to line them up in decreasing battery size.
0:00:55 > 0:00:58..and the winner is about to be picked.
0:00:58 > 0:01:03I'm emotional cos I'm passionate, not because I'm soft.
0:01:03 > 0:01:06It's just so difficult. It's just so tough.
0:01:06 > 0:01:08A total nightmare.
0:01:08 > 0:01:11I'm very disappointed in myself, though, and I am in no doubt
0:01:11 > 0:01:12I'm going to do it again, oh...
0:01:12 > 0:01:15If stress is for you, sell mobile phones.
0:01:15 > 0:01:20And the winner of Shop Idol 2015 is...
0:01:20 > 0:01:21Christ on a raft!
0:01:29 > 0:01:31They came from across the land...
0:01:31 > 0:01:33I want to win. I'm going to win.
0:01:33 > 0:01:37..the top 12 phone sales reps in Britain...
0:01:37 > 0:01:39I'm really nervous.
0:01:39 > 0:01:41I was fine last night. I got a meal. I had a bit of my jitters,
0:01:41 > 0:01:44but, this morning, wow, I woke up like, "Aah!"
0:01:44 > 0:01:47..with one shared dream...
0:01:47 > 0:01:51A little bit nervous, excited, apprehensive, aroused.
0:01:51 > 0:01:53..to be the Shop Idol.
0:01:58 > 0:02:03OK, guys, this is the grand final of Shop Idol. This is it.
0:02:03 > 0:02:04No second chances.
0:02:04 > 0:02:07Nobody's going to win who's going to show potential.
0:02:07 > 0:02:10Somebody's going to win who's going to deliver.
0:02:10 > 0:02:12So, who is actually going to be?
0:02:12 > 0:02:16I really want to see everything - the complete package.
0:02:16 > 0:02:19They've already faced the Five Phone Challenge...
0:02:19 > 0:02:22- 'When you're put under this pressure...'- What phone is this?
0:02:22 > 0:02:24..your brain goes against you, doesn't it?
0:02:24 > 0:02:26I'd bet my life on it that every person in there
0:02:26 > 0:02:28will not be expecting that.
0:02:28 > 0:02:30- Can I change?- No, you cannot.
0:02:30 > 0:02:34..and all 12 struggled with the quickfire quiz.
0:02:34 > 0:02:37How many colour options are available for Motorola's Moto X?
0:02:39 > 0:02:40Four.
0:02:40 > 0:02:42No, the answer's 25.
0:02:42 > 0:02:43They want to break everybody...
0:02:43 > 0:02:46- It's gone. I'm sorry, it's gone. - I'm going to do it again, oh...
0:02:46 > 0:02:50..but they're never going to break me. You watch me.
0:02:50 > 0:02:53HE SIGHS
0:02:53 > 0:02:54No comment.
0:02:56 > 0:03:01Now, just one round remains in the grand final.
0:03:01 > 0:03:04Only six candidates will survive
0:03:04 > 0:03:07and go through to the Mobile Industry Awards,
0:03:07 > 0:03:11where one of them will be crowned Shop Idol.
0:03:11 > 0:03:14I'm hoping that I don't throw up, more than anything.
0:03:14 > 0:03:16They don't know it yet
0:03:16 > 0:03:19but the contestants are about to come face-to-face with
0:03:19 > 0:03:22every sales assistant's worst nightmare -
0:03:22 > 0:03:23the angry customer.
0:03:23 > 0:03:25Look, this phone is rubbish.
0:03:25 > 0:03:28What are you going to do about it? What are you going to do about it?
0:03:28 > 0:03:31- Darren's an actor...- Look, what are you going to do about it?
0:03:31 > 0:03:35..and for the critical final round, he'll test the candidates' ability
0:03:35 > 0:03:38to deal with an extreme customer situation.
0:03:38 > 0:03:40- How angry would you like me to be? - Start really angry.
0:03:40 > 0:03:43So, actually, I'll come in expecting a fight.
0:03:43 > 0:03:44And it's their job to turn you around.
0:03:44 > 0:03:47Is it OK to swear if I'm...? If somebody's really riling me or...?
0:03:47 > 0:03:49- Yeah.- Don't use the C word. - Just what feels natural.
0:03:49 > 0:03:51You know, they might drop some stupid line,
0:03:51 > 0:03:53"Well, you can't expect us to."
0:03:53 > 0:03:56And, suddenly, that becomes the trigger to take the customer
0:03:56 > 0:03:57to an epileptic level.
0:03:57 > 0:04:00- SUNETRA:- If they start crying then, yeah, just stop.- Save it.- Yeah.
0:04:00 > 0:04:02Be angry, but not necessarily personal.
0:04:02 > 0:04:04I'm really looking forward to this now.
0:04:04 > 0:04:05I think a lot of them are
0:04:05 > 0:04:08very, very good at customer service, so hopefully...
0:04:08 > 0:04:11Or, at least, that's what they've been trying to tell us.
0:04:13 > 0:04:16First to go is Nick from Three Mobile in Swindon -
0:04:16 > 0:04:19one of the competition's frontrunners.
0:04:19 > 0:04:21- Hi, are you all right?- Sir, are you all right?- Yeah.- Nice to meet you.
0:04:21 > 0:04:24- I got this phone this time last week.- Yeah.- I dropped it and
0:04:24 > 0:04:26it's cracked, so I want you to change it for me, all right?
0:04:26 > 0:04:28- Let's have a look. Do you want to take a seat?- Sure.
0:04:28 > 0:04:30I understand your concerns.
0:04:30 > 0:04:31Take a seat, sir,
0:04:31 > 0:04:34- and we'll have a little look. - I don't want to sit down!
0:04:34 > 0:04:36- It's not something I'm going to be able to exchange today.- Why not?
0:04:36 > 0:04:39Because it's not company policy, I'm afraid. As I said...
0:04:39 > 0:04:41Screw the company policy, just change it for me, yeah?
0:04:41 > 0:04:44- It's like a car.- Yeah.- If you crash it, and you don't have insurance,
0:04:44 > 0:04:46would you be liable for the damage on the car?
0:04:46 > 0:04:49But it's not a car, it's a phone, and I wouldn't drop my car, yeah?
0:04:49 > 0:04:51So your argument doesn't work.
0:04:51 > 0:04:52- We're going round in circles. - Mm-hmm.
0:04:52 > 0:04:55- BELL RINGS - So what we can do...
0:04:55 > 0:04:58That was intense.
0:04:58 > 0:05:01Next up is Roland.
0:05:01 > 0:05:05Darren's brief is to improvise increasingly challenging scenarios.
0:05:05 > 0:05:07- I'm Roland, and you are...? - I'm Darren.
0:05:07 > 0:05:09Darren, have a... So, what happened? Tell me just...
0:05:09 > 0:05:12Yeah, so, I'm arguing with the wife, this morning,
0:05:12 > 0:05:14and we've had a...
0:05:14 > 0:05:16She left me but, anyway, I don't want to get into it.
0:05:16 > 0:05:17All right.
0:05:17 > 0:05:19Yeah, so we're having an argument,
0:05:19 > 0:05:21I've knocked it off. She's left me and the screen's broke.
0:05:21 > 0:05:23Basically, I need you to change it, all right?
0:05:23 > 0:05:25- She left you and the screen is broke?- Yeah.
0:05:25 > 0:05:28- How did the screen broke? - I knocked it off.
0:05:28 > 0:05:30OK, no problem, no problem, that's all right.
0:05:30 > 0:05:33Roland's customer service skills suffered under the pressure
0:05:33 > 0:05:35- of the competition's early rounds. - It's your fault.
0:05:35 > 0:05:37Sort it out, fuck off and get some lunch or breakfast,
0:05:37 > 0:05:39and sort yourselves out.
0:05:39 > 0:05:42I need to control it, this energy what I've got, I need to control it.
0:05:42 > 0:05:46So, he enlisted a drama coach to help him keep his cool
0:05:46 > 0:05:48on the shop floor...
0:05:48 > 0:05:51I would like to show, "Hey, I'm here, I'm Roland,
0:05:51 > 0:05:53"I'm good at customer service."
0:05:53 > 0:05:56..but nothing could have quite prepared him for Darren.
0:05:56 > 0:06:00Erm, OK, erm...
0:06:00 > 0:06:02It's only six days old -
0:06:02 > 0:06:05- a phone this expensive shouldn't be that fragile.- Yeah.
0:06:05 > 0:06:07All I did was knock it over as we were arguing.
0:06:07 > 0:06:09No, it's OK. Calm down, please. Calm down.
0:06:09 > 0:06:11Oh, don't tell me to calm down.
0:06:11 > 0:06:14I just want you to change this rubbish six-day old phone
0:06:14 > 0:06:15for another one.
0:06:15 > 0:06:17Erm, yeah...
0:06:17 > 0:06:20What did you think of Roland? That was, like, a mixed bag, for me.
0:06:20 > 0:06:24It wasn't his strongest performance, I have to say.
0:06:24 > 0:06:29He didn't really come across as connecting with the customer.
0:06:29 > 0:06:31I felt quite tense and I don't like
0:06:31 > 0:06:33when somebody's in my face and somebody's stressed,
0:06:33 > 0:06:37so I think they've just chosen the wrong scenario for me, as well.
0:06:37 > 0:06:40Erm, I can't deal with people who...
0:06:40 > 0:06:44He was in my face, like, nearly hit me.
0:06:44 > 0:06:46It's totally different in real life, you know?
0:06:46 > 0:06:48It's totally different.
0:06:48 > 0:06:51They can feel, they make it up. It's different.
0:06:51 > 0:06:56For the next two competitors, there's an added frisson.
0:06:56 > 0:06:59Gemma and Mark work together in the Poole branch of EE...
0:06:59 > 0:07:02If you were to actually flip over the S6 Edge,
0:07:02 > 0:07:04it actually has its own lighting system.
0:07:04 > 0:07:06..but they share a friendly rivalry.
0:07:06 > 0:07:08- HE YAWNS - That's brilliant and everything, OK?
0:07:08 > 0:07:10But let me tell you this, OK?
0:07:10 > 0:07:13So, the Sony's got a 20.7 megapixel camera, OK?
0:07:13 > 0:07:16If anything, I'm more nervous of not doing as well as Mark.
0:07:16 > 0:07:19I need to do the same as him or better.
0:07:19 > 0:07:21- Gemma.- Good luck.
0:07:21 > 0:07:22- Have fun.- Good luck.
0:07:22 > 0:07:25- Thank you.- Bye!
0:07:25 > 0:07:27- It's six days old. - I'm sorry, but this is something...
0:07:27 > 0:07:29This phone is only six...
0:07:29 > 0:07:31Do you want to calm down for a second, sir, and take a step back?
0:07:31 > 0:07:33- Don't tell me to calm down.- Please.
0:07:33 > 0:07:35I just want you to change this phone.
0:07:35 > 0:07:37Sir, if you carry on raising your voice at me,
0:07:37 > 0:07:39- I will not be able to help you at all.- I'm in a rush.
0:07:39 > 0:07:41I need to get back to the hospital.
0:07:41 > 0:07:43My little girl's in hospital. I need to get back,
0:07:43 > 0:07:45so just if we can sort this out, that would be brilliant.
0:07:45 > 0:07:48Right, what I can do is, unfortunately, where it is damaged,
0:07:48 > 0:07:50we'd have to send it off to repair for you...
0:07:50 > 0:07:52While she handled Darren's anger well,
0:07:52 > 0:07:56Gemma completely ignored the fact his daughter was in hospital.
0:07:56 > 0:07:59You know, from a company perspective, she was very solid.
0:07:59 > 0:08:02The challenge was, there wasn't enough empathy.
0:08:02 > 0:08:04- I guess.- There was... Yeah, there was a surprising lack of empathy,
0:08:04 > 0:08:08in that case, cos if we had a child being in hospital...
0:08:08 > 0:08:10- Yeah, but...- Do you think we are expecting too much?
0:08:10 > 0:08:13Because we haven't really seen any compassion up till now.
0:08:13 > 0:08:15- But, you know something? We're looking for Shop Idol...- Yeah.
0:08:15 > 0:08:17..so we should expect a lot.
0:08:17 > 0:08:18You're pretty much on the precipice
0:08:18 > 0:08:20of something really, really big here,
0:08:20 > 0:08:23and something that could really help change your life for the better.
0:08:23 > 0:08:25As much as I like everybody in that room,
0:08:25 > 0:08:28this is very much dog-eat-dog. I am here to win the competition,
0:08:28 > 0:08:31I am here to stand out and I'm here to, you know, shine through.
0:08:31 > 0:08:33'When I'm in that room, it's all about me.'
0:08:34 > 0:08:36Under our policy, sir, unfortunately,
0:08:36 > 0:08:38we can't do anything with regards to a change of mind.
0:08:38 > 0:08:40What to do, in this circumstance,
0:08:40 > 0:08:42is give a proper demonstration of the handset.
0:08:42 > 0:08:45I don't want a demonstration of the handset. I want a new phone.
0:08:45 > 0:08:47Again, I can understand where you're coming from.
0:08:47 > 0:08:49Unfortunately, I can't do an exchange on the handset.
0:08:49 > 0:08:51Of course you can do an exchange on the handset -
0:08:51 > 0:08:53it's your job. It's what you do.
0:08:53 > 0:08:55Under a change of mind, I won't be able to change the handset.
0:08:55 > 0:08:57Maybe a gesture of goodwill -
0:08:57 > 0:08:58let me have a chat with the boss man,
0:08:58 > 0:09:01- see what they come up with and then we'll go from there.- Uh-huh.
0:09:01 > 0:09:04- How does that sound for you? - All right. OK, yeah.
0:09:06 > 0:09:09Look at it. You can see, it's clearly a fault of the phone, yeah?
0:09:09 > 0:09:11- You can see, it's rubbish. - Do you want to...?
0:09:11 > 0:09:13If you can just change it for me, and I can be on my way.
0:09:13 > 0:09:15I can't change the phone, unfortunately.
0:09:15 > 0:09:17What you mean you can't change the phone?
0:09:17 > 0:09:19Well, unfortunately, you did break it.
0:09:19 > 0:09:22- OK, so, what's wrong with it? What do you want to change?- Everything.
0:09:22 > 0:09:24- I can't stand it.- OK. - I hate the whole menu system.
0:09:24 > 0:09:26I hate the contact system.
0:09:26 > 0:09:28Can I do anything to help you make your experience better, maybe?
0:09:28 > 0:09:32Yeah, you can change the phone for me, for another phone, basically.
0:09:32 > 0:09:34I'm going to try my best to rectify that, then.
0:09:34 > 0:09:36I can't give you a phone.
0:09:36 > 0:09:38BELL RINGS
0:09:38 > 0:09:41HE EXHALES
0:09:41 > 0:09:46Oh, I love Jake, but he sort of fell down a little bit.
0:09:46 > 0:09:48Oh, sugar-tits!
0:09:48 > 0:09:49Andy.
0:09:49 > 0:09:51When it comes to customer service,
0:09:51 > 0:09:55Andy from Fonehouse in Sunderland is one of the best in the business.
0:09:55 > 0:09:57- And that's it.- Thank you.- Thank you. - Anything else?
0:09:57 > 0:10:00- Are you pretty... Are you happy with that now, aye?- That's fine...
0:10:00 > 0:10:03When I approach someone in the shop, it's just like, erm,
0:10:03 > 0:10:05I'm trying to already predict what they want
0:10:05 > 0:10:07and predict what they're going to say.
0:10:07 > 0:10:10You couldn't have picked a finer day to come down, you couldn't.
0:10:10 > 0:10:13You're just watching him and go, "Eh, how did you do that?"
0:10:13 > 0:10:14He'll just make a sale out of nowhere.
0:10:14 > 0:10:17But Andy's chances took a knock when his nan died
0:10:17 > 0:10:19while he was at the regional heats,
0:10:19 > 0:10:24and he's chosen to miss her funeral today to be at the grand final.
0:10:24 > 0:10:26Apparently it went well. I got my sister to say a few words
0:10:26 > 0:10:28for us, to say why I wasn't there,
0:10:28 > 0:10:30and members of the family who might be a bit funny about it,
0:10:30 > 0:10:32you know, can kiss my arse.
0:10:32 > 0:10:35- Hi, mate, are you all right? - Yeah, I got... Not really, actually.
0:10:35 > 0:10:38- I got this phone. about a month ago now.- Mm-hmm.
0:10:38 > 0:10:39And I just... I just don't like it.
0:10:39 > 0:10:42- What is it that you don't like about it?- It's everything.
0:10:42 > 0:10:44- It's a good, decent phone. - No, everything, and it's like...
0:10:44 > 0:10:47- Everything?- Yes.- Every last detail, you hate about the phone?
0:10:47 > 0:10:50- Yeah, most of it is pants. - Well, can we use them seats?- Sure.
0:10:50 > 0:10:52Do you want to come and have a sit down
0:10:52 > 0:10:54- and have a bit of a, you know, sit down and stuff?- OK.
0:10:54 > 0:10:56Erm, I'm not against you. I'm on your side.
0:10:56 > 0:10:59- That's what to remember, yeah? - In that case, just swap the phone.
0:10:59 > 0:11:01Which is what I probably will do for you.
0:11:01 > 0:11:04You know, I don't have an issue, if you want to swap the phone
0:11:04 > 0:11:06- and pay the difference - that's not the issue.- Awesome.
0:11:06 > 0:11:07Oh!
0:11:07 > 0:11:10- So, Darren, what did you think? - What I really got from him was
0:11:10 > 0:11:12a willingness that he did want to solve and help,
0:11:12 > 0:11:15and that, kind of, as we went on, felt really genuine, actually.
0:11:15 > 0:11:17Yeah, OK.
0:11:17 > 0:11:21Former dancing champion Claire doesn't see much aggro
0:11:21 > 0:11:23on the shop floor of Carphone Warehouse in York.
0:11:25 > 0:11:26How can we help you, sir?
0:11:26 > 0:11:28- Sort my phone out - to get it sorted.- Oh, right...
0:11:28 > 0:11:32She's the store's top seller, and queen of technical knowledge...
0:11:32 > 0:11:35I'm really interested in the Oculus Rift,
0:11:35 > 0:11:38which is virtual reality.
0:11:38 > 0:11:41- It's all magic. - I know it is! It is real, though.
0:11:41 > 0:11:44..but how will she cope with Darren?
0:11:44 > 0:11:46- Hello.- Hiya. - Welcome to Carphone Warehouse.
0:11:46 > 0:11:48How can I help you? My name's Claire.
0:11:48 > 0:11:51- Yeah, I bought this phone about six weeks ago now.- OK. Mm-hmm.
0:11:51 > 0:11:53And I hate it. It's really... I just can't stand it.
0:11:53 > 0:11:54I can't get to terms with it.
0:11:54 > 0:11:56- There's nothing about it that I like.- OK.
0:11:56 > 0:11:59I mean, I used to have an iPhone and it was so much better than this.
0:11:59 > 0:12:02- Right, OK.- Yeah, I mean, it's like, I hate the display. I hate the menu.
0:12:02 > 0:12:03I hate the contacts system.
0:12:03 > 0:12:05The internet is just pants on it as well.
0:12:05 > 0:12:07If you can change it for me, that'll be brilliant.
0:12:07 > 0:12:09Absolutely, that's what we'll do.
0:12:09 > 0:12:11We'll find the easiest way of doing that for you
0:12:11 > 0:12:13- that isn't at a cost to you.- OK. - What I'll do is I'll see how much
0:12:13 > 0:12:16- we can it give you back for it as a trade-in.- Right?
0:12:16 > 0:12:18- It's in very good condition. - Yeah, it's only six weeks old.
0:12:18 > 0:12:19You've looked after it, yeah.
0:12:19 > 0:12:22- That's not going to cost me a penny? - That's the plan.
0:12:22 > 0:12:25- Fantastic, brilliant. - All right. OK.- OK, great.
0:12:25 > 0:12:28Did you get compassion from Claire? Did she do a good job?
0:12:28 > 0:12:29I got everything from Claire.
0:12:29 > 0:12:31She never said, "Well, you'll have to pay for this."
0:12:31 > 0:12:34She said, "Well, the idea is that you don't have to."
0:12:34 > 0:12:35Yeah, yeah, I mean, for me...
0:12:35 > 0:12:38And she would have put a positive spin on everything.
0:12:38 > 0:12:42- I mean...- Everything that came out of her mouth was positive.
0:12:43 > 0:12:45It's decision time.
0:12:45 > 0:12:49The judges will now select the final six who will go to
0:12:49 > 0:12:52the Mobile Industry Awards in a few days' time,
0:12:52 > 0:12:56where one of them will be crowned Shop Idol.
0:12:56 > 0:13:00Those who don't make it will be sent back to the shop floor.
0:13:02 > 0:13:05Andy, you haven't had the easiest competition,
0:13:05 > 0:13:08but you have made our final six.
0:13:08 > 0:13:10Oh, unbelievable, like.
0:13:10 > 0:13:12You think you would have made your granny proud?
0:13:12 > 0:13:15Aye, right, so far. I'd say, if that were me, I'd be proud, reckon.
0:13:15 > 0:13:20Nick, you've had an interesting competition - some ups and downs.
0:13:20 > 0:13:24I'm really pleased to say, you will be through to the final six.
0:13:24 > 0:13:25Henry, it hasn't been easy,
0:13:25 > 0:13:28but you have made it to the final six.
0:13:28 > 0:13:29- Thank you very much.- OK.
0:13:29 > 0:13:33Claire, it wasn't the strongest start.
0:13:33 > 0:13:37You really redeemed yourself in the angry customer
0:13:37 > 0:13:38and I'm really pleased to say that
0:13:38 > 0:13:41you will be going through to the last six.
0:13:41 > 0:13:43What does this mean to you?
0:13:43 > 0:13:47Quite a lot. Yeah, an awful lot.
0:13:47 > 0:13:48A ridiculous amount.
0:13:48 > 0:13:53Jake, the whole of the judging panel was blown away
0:13:53 > 0:13:55with your likeability.
0:13:55 > 0:13:58We can imagine, as a customer, everybody going out with a smile
0:13:58 > 0:14:01on their face, probably cos you've cracked an amazing set of jokes.
0:14:01 > 0:14:04Erm...
0:14:04 > 0:14:07We didn't think you were the rounded individual this year.
0:14:07 > 0:14:08Meh!
0:14:09 > 0:14:11Roland...
0:14:11 > 0:14:15your performance today wasn't great,
0:14:15 > 0:14:18but the judges have got together, and they thought...
0:14:20 > 0:14:22..you do deserve a place in our final six.
0:14:26 > 0:14:29What, you mean, I'm going to the stage?
0:14:29 > 0:14:31- Yeah.- Really?- Yes.
0:14:33 > 0:14:36Thank you so much. Thank you so much. Thank you.
0:14:36 > 0:14:38Yay!
0:14:38 > 0:14:40Holly, you should be proud for getting to this
0:14:40 > 0:14:42stage of the competition,
0:14:42 > 0:14:45but, for us, it's a no. You haven't made the final six, so...
0:14:45 > 0:14:46OK, well, thank you for the chance.
0:14:46 > 0:14:48I'm really proud that I've got this far.
0:14:48 > 0:14:52For the failed finalists, it's the end of the line.
0:14:52 > 0:14:55The people going home today must be just devastated, like,
0:14:55 > 0:14:56do you know what I mean?
0:14:56 > 0:14:59- They've put all this effort in for nothing.- Thank you.
0:14:59 > 0:15:03This is not the worst thing that's ever happened to me, sort of thing,
0:15:03 > 0:15:04so onwards and upwards.
0:15:04 > 0:15:07I'll keep doing good. I'll make my son proud of me.
0:15:09 > 0:15:12But there's one place left to decide.
0:15:12 > 0:15:13Are you ready, Sunetra?
0:15:16 > 0:15:20It's a straight choice between Mark and Gemma.
0:15:22 > 0:15:26Gemma, we expect a lot from our contestants
0:15:26 > 0:15:30and it's always difficult coming back a second time.
0:15:30 > 0:15:37And unfortunately, you didn't deliver what we had hoped you would.
0:15:39 > 0:15:43Mark, you delivered,
0:15:43 > 0:15:46so you've made it to the top six.
0:15:47 > 0:15:49Well done, mate.
0:15:50 > 0:15:53Thank you. Thank you very much.
0:15:53 > 0:15:55You're getting me now.
0:16:00 > 0:16:03- It's the right decision.- Yes.- Yeah.
0:16:07 > 0:16:09Get in, yes!
0:16:09 > 0:16:13Oh, God, I've never felt like that before.
0:16:15 > 0:16:18I just...I just didn't do well enough, that's all.
0:16:19 > 0:16:22There's nothing else I can say, other than...
0:16:23 > 0:16:26..I just let my mum down.
0:16:26 > 0:16:28- I so wanted you to do it as well. - I know.
0:16:32 > 0:16:34I hope I can do this for you now.
0:16:38 > 0:16:40HE SHOUTS
0:16:40 > 0:16:44The best six phone reps in the country have been selected.
0:16:46 > 0:16:49Nick and Roland from Three Mobile...
0:16:49 > 0:16:51Henry from Tesco Mobile...
0:16:51 > 0:16:54Claire from Carphone Warehouse...
0:16:54 > 0:16:57Andy from Fonehouse...
0:16:57 > 0:17:02and Mark from EE are all headed for the glittering awards ceremony.
0:17:02 > 0:17:05But which one of them will win?
0:17:10 > 0:17:12What a day to win Shop Idol.
0:17:12 > 0:17:15Lovely day. Lovely day to win Shop Idol today.
0:17:16 > 0:17:18It's the day of reckoning.
0:17:18 > 0:17:20The top six have returned to London,
0:17:20 > 0:17:23and one of them will be going home a Shop Idol.
0:17:26 > 0:17:28There couldn't be more at stake.
0:17:28 > 0:17:32Previous winners had been offered well-paid managerial roles,
0:17:32 > 0:17:35their lives and careers transformed.
0:17:35 > 0:17:38I think, just being in the six, she could do so many things now.
0:17:38 > 0:17:42I think a lot of people probably take her quite seriously.
0:17:42 > 0:17:44She's not just a pretty girl.
0:17:44 > 0:17:46And it will change her life quite a lot, I think.
0:17:46 > 0:17:48Might not need to work again!
0:17:52 > 0:17:54In my eyes, he's the best salesman I've ever seen.
0:17:54 > 0:17:56This is like a massive thing for your career
0:17:56 > 0:17:58and what you could do from here on.
0:17:58 > 0:18:01So I'm rooting for him. Yeah, going to win.
0:18:01 > 0:18:03Boom!
0:18:06 > 0:18:08Why won't that crease? Fuck off!
0:18:10 > 0:18:13Know what I mean? You iron and iron it and it doesn't piss right off.
0:18:13 > 0:18:15That's going to pissing do me, that, like.
0:18:17 > 0:18:20The Mobile Industry Awards are held
0:18:20 > 0:18:22at a top venue in the heart of London.
0:18:22 > 0:18:26A table at the front costs over £5,000.
0:18:27 > 0:18:30Christian may now be the head judge,
0:18:30 > 0:18:33but as a former contestant in Shop Idol himself,
0:18:33 > 0:18:36the night is tinged with memories.
0:18:36 > 0:18:40When I was in the top six, I was walking in and just thinking,
0:18:40 > 0:18:41"Wow, it's the real event."
0:18:43 > 0:18:46They go from the store, they turn up, and it's a big, glitzy event,
0:18:46 > 0:18:48and everyone is looking at them.
0:18:48 > 0:18:52But they're going to be nervous. They're going to be nervous as hell.
0:18:52 > 0:18:54But it's about them experiencing.
0:18:54 > 0:18:58They'll wake up tomorrow and realise it wasn't just a dream.
0:19:05 > 0:19:08The awards ceremony is one of the hottest nights
0:19:08 > 0:19:10in the mobile phone calendar.
0:19:12 > 0:19:16And hundreds of the most influential players in the industry have gathered.
0:19:16 > 0:19:18It's where we belong, you know what I mean?
0:19:18 > 0:19:21The elite, the phone elite of England.
0:19:23 > 0:19:25It's just amazing, you know,
0:19:25 > 0:19:28it's literally like being at the Oscars of the phone world.
0:19:31 > 0:19:3332 and 33. That's the three tables.
0:19:33 > 0:19:38The industry is worth £15 billion a year, and for the final six,
0:19:38 > 0:19:41it's a unique chance to impress the great and good.
0:19:41 > 0:19:44As one as the Shop Idol top six finalists,
0:19:44 > 0:19:46you can just walk up to them and say,
0:19:46 > 0:19:48"Hi, I think I would like a better job."
0:19:48 > 0:19:52- It's such an achievement just getting here.- Yeah, it's brilliant.
0:19:52 > 0:19:54That'll be the icing on the cake.
0:19:54 > 0:19:58That was Deirdre, that's one of our big, big bosses, that is.
0:19:58 > 0:20:01It was like, no, I'm on five, he's six.
0:20:01 > 0:20:03Everybody knows who you are.
0:20:03 > 0:20:06It's quite awkward, don't know how to open a conversation,
0:20:06 > 0:20:08don't know where to start, never been there.
0:20:08 > 0:20:10- I just came to say good luck. - Oh, thank you.
0:20:10 > 0:20:13Basically don't know what to do, never been in a big event like this.
0:20:13 > 0:20:16Opportunities like this are very hard to come by.
0:20:16 > 0:20:19I'm rooting for you, I reckon we've got to win something.
0:20:19 > 0:20:23You go up to people you've never seen before and just say, "Hello."
0:20:23 > 0:20:26And he's like, "Excuse me, you are?" OK, all right.
0:20:26 > 0:20:28And I just... It's not good, you know what I mean?
0:20:30 > 0:20:34Welcome to the 2015 Mobile Industry Awards.
0:20:34 > 0:20:37As the ceremony gets underway,
0:20:37 > 0:20:41it's left to stand-up comic Alun Cochrane to introduce the finalists.
0:20:41 > 0:20:43We start with shop Idol.
0:20:43 > 0:20:46- CHEERING - Indeed.
0:20:48 > 0:20:52So, let's welcome to the stage the super six.
0:20:53 > 0:20:55And they are...
0:20:56 > 0:20:58..Andy Gray, Fonehouse.
0:21:00 > 0:21:05You've got one minute to tell us why you should be shop Idol.
0:21:05 > 0:21:07Me, I think I should win it because...
0:21:07 > 0:21:10I just think I've got the full package.
0:21:10 > 0:21:11And it's just become my life.
0:21:11 > 0:21:14And to win it would just mean absolutely everything,
0:21:14 > 0:21:17especially now more than ever, you know.
0:21:17 > 0:21:21For the judges, picking a winner was not an easy task.
0:21:21 > 0:21:23For me, he's always had that likeability.
0:21:23 > 0:21:26He's not been as strong in terms of products,
0:21:26 > 0:21:28and my worry has been... has he made up for that
0:21:28 > 0:21:31simply through his likeability and his jovial character?
0:21:31 > 0:21:34Claire Pulpher, Carphone Warehouse.
0:21:35 > 0:21:39For me, it's about changing the whole image of this industry.
0:21:39 > 0:21:42I want to show that we're not cut-throat,
0:21:42 > 0:21:44I want people to know we're here to help,
0:21:44 > 0:21:47I want to be that...I want to be the Idol, I really do.
0:21:47 > 0:21:50Unfortunately, I think you have this thing about,
0:21:50 > 0:21:51oh, she's a girl in the industry,
0:21:51 > 0:21:54a bit of a bimbo, doesn't really know much.
0:21:54 > 0:21:58Her way of selling buys you in, pulls you in, you believe her.
0:21:58 > 0:22:01Henry Duong, Tesco Phone Shop.
0:22:02 > 0:22:06From a family point of view, it would make my mum really proud.
0:22:06 > 0:22:09We came over actually as refugees from Vietnam.
0:22:09 > 0:22:13And we started off with nothing, so to be able to show her
0:22:13 > 0:22:16what I've managed to do would make her really proud.
0:22:16 > 0:22:19Marc Davies, EE. Where are you, Marc?
0:22:20 > 0:22:23Hopefully, I've shown a drive and determination
0:22:23 > 0:22:25to prove my knowledge base,
0:22:25 > 0:22:29to show my calmness under extreme circumstances and pressure,
0:22:29 > 0:22:31to show I have that little bit of extra factor.
0:22:31 > 0:22:33- BELL RINGS - Thank you very much.
0:22:33 > 0:22:37Nick Fosh from Three. A round of applause for Nick.
0:22:37 > 0:22:41This competition started for me years ago when I became a salesman.
0:22:41 > 0:22:45I've had a lot of people telling me that you're unique, special,
0:22:45 > 0:22:48and I think that I do deliver. I think I'm the whole thing.
0:22:48 > 0:22:51Nick walked into the competition thinking, "I've got this
0:22:51 > 0:22:52- "in the bag."- Yeah.- And I think
0:22:52 > 0:22:54one word we'd have to use for him is consistent.
0:22:54 > 0:22:58Scores, rounds, everything he's done, he's been very good.
0:22:58 > 0:23:02And last, but by no means least, Roland Ratvai, from Three.
0:23:02 > 0:23:04A round of applause for Roland. Up you come.
0:23:04 > 0:23:08I want to make a difference. When I'm selling, I'm changing lives, OK?
0:23:08 > 0:23:12I'm having fantastic, great conversations with customers,
0:23:12 > 0:23:14and that's what I'm doing.
0:23:14 > 0:23:17I think it's fair to say these six deserve all the recognition
0:23:17 > 0:23:21they get this evening. They've done brilliantly to get this far.
0:23:21 > 0:23:23Give them a huge round of applause.
0:23:23 > 0:23:27One of them tonight is going to walk away with the Shop Idol trophy.
0:23:28 > 0:23:31That was the world, I felt like I ruled the world.
0:23:31 > 0:23:34It's such a good feeling. When he said, "Roland Ratvai,"
0:23:34 > 0:23:36I felt, yeah, man, absolutely.
0:23:36 > 0:23:38Sorry, guys.
0:23:39 > 0:23:43After six months of tests and challenges,
0:23:43 > 0:23:46the big moment has finally arrived.
0:23:46 > 0:23:50It's time to learn who the winner of Shop Idol 2015 is.
0:23:51 > 0:23:53We're now going to meet the final three.
0:23:54 > 0:23:56This is it.
0:23:57 > 0:24:00We'll see. what happens, happens. I've done my best.
0:24:00 > 0:24:02I could win.
0:24:03 > 0:24:05Let's turn to the night sky
0:24:05 > 0:24:09and see which three sales stars have made the final this year.
0:24:14 > 0:24:19- Who's our top three?- I actually think we have a clear top three.
0:24:22 > 0:24:24The top three are...
0:24:30 > 0:24:31..Henry...
0:24:40 > 0:24:42..Claire...
0:24:58 > 0:24:59..and Nick.
0:25:05 > 0:25:10For Andy, Marc and Roland, the dream is over.
0:25:10 > 0:25:15A huge round of applause, welcome our top three back onto the stage.
0:25:15 > 0:25:19But, for Nick, Henry or Claire,
0:25:19 > 0:25:21retail glory beckons.
0:25:21 > 0:25:23You know what I think we should do?
0:25:23 > 0:25:26I think we should write down the name,
0:25:26 > 0:25:28then show the name, each of us.
0:25:28 > 0:25:31We can now reveal...
0:25:31 > 0:25:33the winner...
0:25:33 > 0:25:37of Shop Idol 2015...
0:25:39 > 0:25:40..is...
0:25:53 > 0:25:56Claire Pulpher, Carphone Warehouse!
0:26:04 > 0:26:06Come on, Claire, get in!
0:26:06 > 0:26:08Yeah!
0:26:19 > 0:26:22- Do you think we made the right decision?- Yeah, I think we did.
0:26:22 > 0:26:24People might look at her and think, yeah,
0:26:24 > 0:26:26we did it because she looks great.
0:26:26 > 0:26:28No, she is actually an amazing candidate
0:26:28 > 0:26:30and she showed that every single step of the way.
0:26:30 > 0:26:35- Whoo!- An amazing ambassador for the industry.- Completely, completely.
0:26:36 > 0:26:41Well done to you for making it, you know, we're all winners. Seriously.
0:26:41 > 0:26:44I'm gutted, genuinely my heart sunk
0:26:44 > 0:26:46because I know how he's feeling.
0:26:46 > 0:26:49I'm proud of him, so proud of him to get this far.
0:26:49 > 0:26:54But, yeah, he just didn't get the number one spot. Yeah, gutted.
0:26:54 > 0:26:56I'm a celebrity now!
0:26:57 > 0:27:00I didn't even make it to the top three,
0:27:00 > 0:27:03so I'm quite, like, feeling a bit, like, down.
0:27:04 > 0:27:08Let me tell you something, the difference between possible
0:27:08 > 0:27:12and impossible lies within a man's determination...
0:27:12 > 0:27:14So I'm going forward.
0:27:15 > 0:27:19Congratulations for Claire, of course. She did amazing as well.
0:27:19 > 0:27:21But you know, that's life.
0:27:21 > 0:27:23I came in the final three.
0:27:24 > 0:27:28Thanks, Mum. Yeah, no, it means a lot. Thank you.
0:27:28 > 0:27:31I think it went to the right person, Claire was brilliant.
0:27:31 > 0:27:34She's amazing, she knows everything about phones.
0:27:34 > 0:27:37She's worked the hardest to be here and she deserves every minute.
0:27:37 > 0:27:40We can't underestimate just how amazing, what we have done,
0:27:40 > 0:27:42you know? We're all winners.
0:27:42 > 0:27:45We have, yeah. Thanks for that.
0:27:45 > 0:27:47No, pleasure to meet you, mate. Come here, give me a hug.
0:27:47 > 0:27:49Let's hug it out.
0:27:49 > 0:27:52Self-belief, confidence, that's all it is, that's all it takes,
0:27:52 > 0:27:55that's everything in life, if you've got loads of confidence,
0:27:55 > 0:27:58you've got life sussed. Really, you know what I mean, that's all it is.
0:27:58 > 0:28:01This competition's given us a drive to do it, you know what I mean?
0:28:01 > 0:28:03Just to fucking go for it, man,
0:28:03 > 0:28:05there's more to life than mobile phones.
0:28:07 > 0:28:10It's time to move on to bigger things, sell bigger shit.
0:28:12 > 0:28:15I hope I'm just like a breath of fresh air in the industry.
0:28:15 > 0:28:18I don't want to go out there and hit targets.
0:28:18 > 0:28:21I know it's my job, but I want to go out there and make people happy.
0:28:21 > 0:28:24And I believe you can make people happy in any industry,
0:28:24 > 0:28:28so I'm going to go out there and change the world.
0:28:55 > 0:29:00# Hold me close and hold me fast
0:29:00 > 0:29:04# The magic spell you cast
0:29:04 > 0:29:08# This is la vie en rose
0:29:09 > 0:29:13# When you kiss me, heaven sighs
0:29:13 > 0:29:17# And though I close my eyes
0:29:17 > 0:29:21# I see la vie en rose... #