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The Secrets of Secret Shopping

Exclusive Webinar:  How to know what your hotel staff is really
telling prospects and how they’re really treating customers

November 2009 - Listen in on telephone sales pitches and reservations calls. Find out what the housekeeping staff really says to guests or how the front desk treated a late arrival at 11 o’clock at night. Call it Mystery Shopping or Secret Shopper—the chance to see and hear how your crew performs when you’re not listening and watching. 

Now, in a fast-paced UpSell Training ( 30-minute Webinar, learn about The Secrets of Secret Shopping and make sure your people are getting it right. The Webinar will be Friday, November 13, from Noon-12:30pm ET (9-9:30am PT). Price: $59.

Click here to register:

Course Outline

  • Learn how hotels use mystery shopping effectively 
  • Pick up the how, what, when, how many, and how much of mystery shopping
  • Discover new uses 
  • Find out how to counter staff objections, pierce resistance, and then coach for success
  • Consider the best ways to assess a secret shopping call
What It’s About

Secret shoppers excel at catching your people doing something… right. Catching them keeping to standards. Catching reservations people reminding business travelers about the new flat-screen TVs and the remodeled workout room. Catching group sales people waxing enthusiastic about the catering chef and the Tiki room decorations. 

If you already use a mystery shopping service, you’ll learn new ways to make it more effective. (Ever consider using it to check out competitors or job candidates?) If you’ve never used mystery shopping and wondered about how it all works, this is your chance. 

You’ll get the nuts and bolts of it, hear the effect of it, and have the chance to answer all your questions about it in this quick half-hour Webinar.

The Presenter

Maryellen Ferring and UpSell Training have built a worldwide fan club, using a distinctive high-energy, fun teaching style, to show thousands of sales people how to increase revenue for their companies. 

Maryellen brings to UpSell Training more than 30 years in the hospitality industry, including 18 years as a general manager at Four Star/Four Diamond properties, such as Bel Age in Los Angeles (now called the London West Hollywood) and The Dunhill in Charlotte. She also managed properties in Aspen, Colorado; Maui, Hawaii; San Luis Obispo, California; and Traverse City, Michigan.

Before forming UpSell Training, Maryellen was one of the original trainers for Signature Worldwide and served the company for more than 10 years. Her business cards carried a number of titles, including vice president and international trainer.

She holds a Master’s Degree in Consumer Affairs and is both a Certified Hospitality Administrator and Certified Hospitality Educator. 

Questions about the seminar? Contact Maryellen at 602.279.4720 or e-mail her at

Also, here’s some information on UpSell Training’s Mystery Shopping program ( to increase your telephone sales success.


Maryellen Ferring
525 West Monte Vista Road
Phoenix, Arizona 85003 USA


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