A recent investigation by the consumer advocacy group UFC-Que Choisir has revealed concerning practices among mobile network operators in France. The study suggests that telecom providers often fail to properly guide customers in stores, instead offering them overpriced or unsuitable contracts.
Aggressive Sales Tactics in Mobile Stores
Are mobile operators taking advantage of their customers? This question arises after the release of a damning report by UFC-Que Choisir, which exposes questionable sales tactics used by telecom retailers. The findings suggest that many sales representatives prioritise profit over customer needs by pushing unnecessary and expensive contracts.
The investigation, conducted by volunteers visiting 789 telecom shops, paints a troubling picture. These mystery shoppers followed the same scenario: they posed as parents looking for a simple mobile plan for a 12-year-old child—without needing a device or internet access, as Wi-Fi at home was deemed sufficient.
The results were striking. In more than 40% of cases, sales staff recommended plans that did not match the described needs. And predictably, these plans were often significantly more expensive—sometimes up to ten times the cost of the most suitable option. In one instance, a customer was directed towards a €19.99-per-month plan, despite a €2 alternative being available and perfectly adequate. This pattern was found across multiple operators, suggesting it is not an isolated issue but rather a widespread industry practice.
Sales Targets Over Customer Needs
Should we be surprised? Telecom sales is a commission-driven industry, where employees are often rewarded based on the contracts they sell. The investigation includes testimonies from former sales representatives who confirm this reality: the more expensive the plan they sell, the higher their commission.
This profit-first mentality is further evidenced by another alarming statistic from the study: 43% of salespeople did not ask any questions about the customer’s actual needs. Instead, they simply pushed the offers they wanted to sell, with little regard for whether they were appropriate.
How to Avoid Overpaying for a Mobile Plan
Given these findings, what can consumers do? The best strategy may be to bypass sales staff entirely when selecting a mobile plan. Most operators provide clear information about their offers online, allowing customers to compare options without sales pressure.
If purchasing in-store feels more reassuring than subscribing online, that’s understandable. However, the key takeaway is to enter the store already knowing which plan you want. Use the salesperson to complete the purchase, not to make the decision for you.
