I will again be presenting the Gold Certification Workshop. The workshop includes participation in exercises designed to help shoppers practice their observation and reporting skills. In addition, participants have the opportunity to network with other shoppers and representatives from mystery shopping companies. Following attendance at the workshops, participants must pass an online examination before being awarded Gold Certification. Shoppers must be Silver Certified by the MSPA before registering for the Gold Workshop.

WHAT: Mystery Shopper Certification Workshop
WHO: Sponsored by the Mystery Shopping Providers Association (MSPA), presented by Cathy Stucker, author of “The Mystery Shopper’s Manual”
WHEN: Saturday, September 10, 2011, 9 a.m. – 4 p.m.
WHERE: Embassy Suites Dallas – Love Field, 3880 West Northwest Highway, Dallas, TX 75220
HOW TO REGISTER: Enrollment is limited. For more information, go to http://mysteryshop.org/shoppers/gold.php
WHO SHOULD ATTEND: Anyone who is currently a mystery shopper or is interested in becoming a mystery shopper.

Read what mystery shopping providers have to say about MSPA Certification:
http://www.mysteryshoppersmanual.com/why-you-should-be-mspa-certified

The more than 400 member companies of the Mystery Shopping Providers Association (MSPA) recognize that mystery shoppers are professionals, therefore education and certification standards are necessary to maintain the highest levels of performance. The goal of the Gold Certification Workshop is to improve the quality of mystery shoppers, which helps the companies for which they are conducting service assessments and ultimately improves the experience of the end consumer. Being MSPA-gold certified indicates to companies that these mystery shoppers have been trained in the essentials of mystery shopping.

Being certified also demonstrates that you are a pro. Companies want to work with shoppers who understand the mystery shopping industry and are professional, so it is no surprise that many companies prefer to give assignments to MSPA certified shoppers.

Will being certified help you to get more mystery shopping assignments? Qualify for better assignments? Make more money? Why not get the answer directly from executives at mystery shopping companies? Here is what several of them had to say about working with MSPA certified shoppers.

As president of Customer Impact, I have attended numerous MSPA Gold Workshops over the years and have been very impressed with the quality of the instructor and the materials taught.  Most importantly, I have been impressed with the enthusiasm of the shoppers and the lengths they will go to expand their knowledge of the industry.  It is also one of the few chances that mystery shopping company employees and mystery shoppers actually get to meet each other.  Customer Impact has been giving preferences to Gold and Silver shoppers for many years and promote the use of MSPA certified shoppers in all of our client presentations.  WE ARE A FAN!

Mike Green, President
Customer Impact
http://www.customerimpactinfo.com

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Our best paying assignments are usually a little more complex with higher client demands.  These almost always go exclusively to our MSPA certified members, whose certification training gives us comfort that they will be completed properly and on time.  Certified shoppers are really looked at as our “go-to” folks when the big assignments/big pay comes down at Shoppers’ Critique.

Rich Bradley, Chief Operating Officer
Shoppers’ Critique International
http://www.ShoppersCritique.com

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For all of our shops we give first priority to Gold Certified shoppers.  We recognize that Gold Shoppers have taken the time and the expense to go through the certification process and have a vested interest in the industry.

Doug Rector, President
NW Loss Prevention Consultants
http://www.nwlpc.com/

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When assigning our high-end restaurant and resort projects, we always look for a shopper’s MSPA certification.  It’s a strong indicator of how they approach their report and assignments.

Bernard C. Stolberg, Managing Partner & COO
MCG, Management Consultant Group
http://managementconsultantgroup.com/index.php?pg=experience_management

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For the majority of the shop assignments we have, we offer all MSPA GOLD Certified shoppers a $5 bonus. In order to qualify for the bonus, we expect GOLD work. If the report has to be sent back because of missing information or errors with the report, the shopper will not earn the GOLD bonus. However, we also offer another bonus of $7 if the shopper can submit within 12 hours with no errors as well. So even if the GOLD shopper misses out on the 12-hour  bonus, they can still earn their $5 bonus. We have several GOLD shoppers working for us who love getting the bonus.

Sarah L. Leeke, President
Remington Evaluations LLC for your Apartment Vacancy Solutions
http://www.REMysteryShops.com

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Shopper certification is a very important part of our recruiting process.  Shopper certification information is tracked in the shopper profile and is used to determine priority when assigning shops.  A shopper with a certification is given preferential treatment and will be assigned shops first, over a shopper that does not have a certification.  We firmly believe that utilizing shoppers with a certification ensures we are getting the most experienced and qualified shoppers who provide the highest degree of quality.

Jennifer Niswander, Sr. VP & General Manager
Ritter Associates
http://www.ritterassociates.com

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Certified mystery evaluators reconfirm the importance of mystery shopping to our clients, and the information that we gather.  BARE thoroughly enjoys working with certified evaluators and can clearly see the impact that the certification process makes in developing mystery evaluators’ to understand mystery shopping as a whole and in collecting and documenting accurate and informative information.  Along with our clients, BARE understands the important role of the mystery shopper and without them, we would not be where we are today.

Guy Caron, Managing Director – North America
BARE International
http://www.bareinternational.com/

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IntelliShop Schedulers always give strong preference to shoppers who are certified by MSPA when deciding whom to assign shops to.  By getting certified, you solidify your level of commitment as an independent contractor.  Certification increases your chance of receiving shop postings before they are posted on the job board, and the likelihood of being assigned higher paying, and more desirable shops.

If you’re not certified, you’re losing out on shop opportunities!

Heather Aiello, Field Staff Coordinator
IntelliShop
http://www.intelli-shop.com/

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Certification offers shoppers a wonderful opportunity to learn more about best practices for all types of mystery shopping. This is especially valuable for new mystery shoppers. The more any shopper knows, however, the more successful he or she is likely to be at completing assignments correctly, which will lead to more opportunities — not only with DSG, but with all Mystery Shop Providers. Attending the workshop also gives shoppers an opportunity to network with schedulers from different MSPA companies as well as other shoppers. At DSG, certified shoppers are given priority wherever possible, because we believe it’s a win-win-win situation: it improves our ability to deliver on our promise to our clients, improves our clients’ likely satisfaction and leads to more shopping opportunities for certified shoppers.

Michele Jowdy, Sr. Account Supervisor
DSG Associates, Inc.
http://dsgai.com

Are you ready to get certified? Join me in Dallas, Texas on September 10, 2011 for a Gold Certification Workshop. There will be representatives from several top mystery shopping companies there, and you can count on it being a fun and informative day. You can register and get more information at the MSPA website.

Can’t make the live workshop? Gold certification is also available via DVD. Get more information here.

As mystery shoppers, we are used to working alone. The certification workshops are an opportunity to meet other secret shoppers and network with them. Mystery shoppers all have stories, and this is your chance to share stories with other people who actually understand what you do as a shopper.

Here is a sneak preview of what you can expect when you attend a mystery shopper certification workshop.

Workshops are often attended by representatives from MSPA member companies. The number of companies represented will depend on where the workshop is held, as companies typically attend workshops close to their locations. This is a chance to meet schedulers, editors, account managers and even owners of mystery shopping companies.

There is a lot of material covered in a mystery shopper certification workshop and you will also have the chance to ask questions. At the end of the day there is a Q&A session where you may ask anything you want to know about mystery shopping—and I do mean anything. Have something you have been dying to ask? Bring your question to a Gold workshop and get it answered.

There is no experience requirement for Gold Certification, although it is necessary to complete the Silver Certification before registering for Gold. The experience level of mystery shoppers at a certification workshop ranges from those who have just started and may not have even done their first shop yet to secret shoppers with 20+ years of experience. The purpose of Gold Certification is education. With that in mind, the workshop content is designed to make sense to brand new shoppers while providing tips and advice to those with more experience. After all, no matter how good a mystery shopper someone is, it is always possible to be a better mystery shopper. Even if you have been mystery shopping for years, you will discover tips, ideas and insights that will help you to write better reports and work more efficiently and effectively.

After the workshop, you will receive an email containing a link to the Gold test. Once you have successfully completed the online test, you will be Gold Certified and you will receive your Gold Certification Code. This Code is not the same as the one you received when you became Silver Certified, and you will want to update your shopper profiles with MSPA-member companies as soon as possible to let them know that you are now Gold Certified.

A few logistical tips for the workshop:

Plan to arrive before 9:00 a.m. and stay until 4:00 p.m. If you miss more than one hour of the workshop, you will not be allowed to take the test and will not become certified.

Dress is “business casual.” Remember that you may be meeting representatives of mystery shopping companies, and this is a business event. It is wise to dress neatly and present a professional appearance.

Typically the temperature in meeting rooms will vary through the day so it is a good idea to dress in layers. Bring a sweater or jacket you can slip on if the room becomes chilly.

Many shoppers bring business cards to the workshop to hand out while networking. Other than bringing business cards, if you wish, there is nothing you need to have with you. You will receive a workbook to take home with you, so you may take your notes in the workbook.

Plan on attending a Gold Workshop when there is one near you. The feedback we get from shoppers is that the learning and networking were a great value for the time and money they invested. In fact, many shoppers like the workshop so much, they attend more than one!

Get information and register for an upcoming Gold Certification workshop.

Can’t attend a workshop? Get certified with the workshop on DVD.

Cathy Stucker is the author of The Mystery Shopper’s Manual. She has presented nearly 100 Gold Certification Workshops since 2002.

Gold certified shoppers represent a relatively small percentage of all mystery shoppers, and the gold certification is widely recognized by mystery shopping providers. Many companies recruit gold-certified shoppers first for high-end assignments. The live workshop presents an opportunity for mystery shoppers to get the training for this valuable certification while interacting with others in the industry. The certification test may be completed at the shopper’s convenience after attending the workshop.

The workshop will be held at the Crowne Plaza Hotel, Irvine-Orange County Airport, 17941 Von Karman, Irvine, CA USA. Check-in begins at 8:30 a.m. and the workshop will be from 9:00 a.m. until 4:00 p.m.

To register, go to http://mysteryshop.org/shoppers/gold.php

Can’t attend? You can get gold certified in the comfort of your own home with the Gold certification DVD.

The mystery shopper certification workshop will be hosted by representatives from several mystery shopping companies, including Northwest Loss Prevention, Dynamic Advantage, Coast to Coast Scheduling Services and DSG Associates. These representatives will be on hand to answer questions and share information with the shoppers in attendance.

This is the first certification workshop to test a new format and, if it is successful, it may be repeated in other parts of the country. The workshop will use the certification DVD for instruction, but will add interaction with the mystery shopping company representatives and opportunities to network with other shoppers. Each attendee will receive a copy of the certification DVD to keep.

The new format combines some of the best features of live workshops and the DVD training. Attendees get to network with mystery shopping company executives and schedulers, and they receive a DVD that can be reviewed any time they want a refresher on the content.

Gold certified shoppers represent a relatively small percentage of all mystery shoppers, and the gold certification is widely recognized by mystery shopping providers. Many companies recruit gold-certified shoppers first for high-end assignments. This new format for live workshops presents an opportunity for mystery shoppers to get the training for this valuable certification while interacting with others in the industry.

Please plan to register by May 20, 2010. If there are not sufficient registrations by that date, the workshop may be canceled. No registrations will be accepted at the door. You must prepay and register online.

To register, go to http://mysteryshop.org/shoppers/gold.php

The workshop will be held at the Holiday Inn, Burbank, CA. Check-in begins at 7:30 a.m. and the workshop will be from 8:00 a.m. until 2:00 p.m.

Can’t attend? You can get gold certified in the comfort of your own home with the Gold certification DVD.

Mystery shoppers represent the mystery shopping industry, and the quality and professionalism of our work helps to shape the reputation of the industry. By maintaining the highest standards, we elevate the professionalism and public perception of mystery shopping.

Secret shoppers who complete the MSPA mystery shopper certification program agree to uphold a code of professional standards and ethics. These standards and ethics might be considered “best practices” for mystery shoppers, whether they are MSPA certified or not.

Certified shoppers who fail to operate according to the standards can lose their mystery shopper certification. However, any shopper who is unethical or unprofessional risks losing future mystery shopper jobs, as mystery shopping companies will not work with secret shoppers whom they can not trust.

With the permission of the MSPA, I am using the MSPA Code of Professional Standards and Ethics For Mystery Shoppers as the basis for a series of posts exploring ethical mystery shopper behavior and best practices for professional shoppers.

The Origin of the MSPA Code

The agreement for MSPA-certified mystery shoppers is based on the ethics agreement that MSPA member companies are held to. Although the specific responsibilities vary, the principles are the same in both the member company and certified shopper agreements. It is all about being honest, ethical and professional in dealings with mystery shopping companies, mystery shoppers, clients and the public.

What Are the Basic Principles of the Code?

The Mystery Shopping Providers Association’s Shopper’s Code of Professional Standards is established to ensure that all MSPA certified shoppers conform to the following principles:

• Commit, in principle, to the purposes of the association: improving service and promoting excellence in the mystery shopping industry;
• Conduct mystery shopping services in an honest and ethical manner;
• Conduct mystery shopping services according to industry procedures and regulations set forth and agreed to by MSPA members;
• Instill confidence in mystery shopping and encourage public cooperation;
• Respect our MSPA members, clients, and the general public.

Pretty good ideas, right? Whether or not you choose to become MSPA certified, following these guidelines will ensure that you are operating ethically. In future posts, we will look at the rules of conduct spelled out in the agreement, and how we as mystery shoppers can conduct business with the highest level of ethics and professionalism.

I am a new secret shopper. I would like to get Silver Certified, but because I have just started mystery shopping I am concerned that I do not yet know enough to pass the test.

How long should I wait (or how many mystery  shops should I do) before I complete the Silver Certification?

I get this question a lot, and the answer is simple.

MSPA Shopper Certification (both Silver andGold) is a training program. You do not need to be an experienced  mystery shopper to register for certification. The certification program will teach you what you need to know.

The idea behind certification is to provide a level of education for mystery shoppers, whether they are brand new to mystery shopping or have years of experience. Testing is included as a part of certification to verify that you have retained the information presented.

The MSPA Silver Certification consists of a series of lessons you complete online. Each lesson is followed by a multiple choice quiz you must pass. After completing all of the lessons, you immediately receive your certification code.

The Gold Certification is more involved. You must attend an in-person workshop or view the lessons on the Gold DVD. Afterward, you complete a three-part test. One part is multiple choice, one is an observation test (where you complete sample questions that might be found on a typical mystery shop report) and the third requires that you write a brief narrative. Because the Gold test is human graded, it can take a few days to get your certification code. The Gold Certification is harder to obtain than Silver, and it has a higher value to mystery shopping companies.

So, should you get certified right away or should you wait? My opinion is that anyone who believes they would like to be a mystery shopper should get Silver certified. The program is a great introduction to the basics of mystery shopping, it doesn’t take a lot of time or cost a lot of money, and it is a credential recognized by most MSPA member companies.

Once you have done a bit of mystery shopping, you should consider Gold certification if you would like to upgrade your skills and potentially improve the number and types of shops for which you are eligible. Many companies first offer preferred and high-end shops to Gold Certified mystery shoppers.

Although no company requires that you complete MSPA certification to receive assignments from them, having either Gold or Silver certification can make it easier to get your first assignment from a company, or to become eligible for better assignments. Certification opens the door. After that, it’s up to you.

I will once again present the workshop, and I look forward to meeting many of you there. This is a great opportunity to get that Gold Certification you have been thinking about, and to meet other shoppers as well as industry leaders.

Inside Scoop: The MSPA Board will be meeting in Miami on that day, and rumor has it that they may come by the workshop for a Q&A session. Is there something you want to ask the top dogs of MSPA about the mystery shopping industry? This is your chance.

To learn more and to register for the workshop, go to http://www.MysteryShop.org/shoppers/gold.php. If you can be in Miami on September 27th, you will want to be there.

Can’t make it to Miami? You can still get your certification via DVD. Get all the information at http://www.MysteryShop.org/shoppers/gold.php

In addition to MSPA certification, other certifications have sprung up. The sponsors suggest that getting certified through them will help shoppers to get more jobs. Although there may be a few legitimate training programs available in addition to the MSPA certifications, many are not worth the paper the certificate is printed on.

One California man was recently indicted by a federal grand jury for offering worthless training and certifications in mystery shopping and bartending. Although the certifications were worthless to the “students” they were not worthless to the scammer. He is believed to have collected at least $6 million from his victims.

Here are some questions you should ask before handing over any money for a training or certification program.

Who is offering the certification? Find out what you can about the organization promoting the program. How long have they been around? What else do they do? What is the background of the principals–are they involved in the mystery shopping industry?

Who else has taken the program, and what do they think of it? Do not rely on a few posts to an online forum, or talking to someone to whom the sponsor refers you. It is easy enough to fake some good recommendations that way. If someone on a forum is talking about how good the program is, is that their only post or do they actively participate on the forum on other issues? Scammers can make up several personas and post a bunch of rave reviews, but you will not see a lot of other posts from these “happy customers.”

Is the certification recognized in the industry? Are there any companies that ask for the certification? Do they recommend it to their shoppers? Most MSPA member companies recognize MSPA certification, and give preference to certified shoppers (although no one requires MSPA certification in order to shop for them). Even some companies that do not belong to MSPA will ask about shoppers’ MSPA certification status. That is not true of most other secret shopper certifications.

There are also organizations and mystery shopping companies that offer certifications without a fee. However, even these “free” programs come at a cost: your time. Before completing a free certification, ask yourself if it is worth it. There are companies that require you to be certified on the requirements for a specific client before you may apply for that client’s shops. Some of these shops pay only a few dollars. How much time are you willing to spend qualifying for the possibility of maybe getting to do a couple of $5 shops?

The flip side is that companies requiring that you go through their certification before you can be assigned will probably mean fewer shoppers competing for those jobs. If a company has some assignments you want and they require that you complete their client-specific certification, you will probably have a better chance of getting the assignments you want because fewer shoppers will go to the trouble of completing the training and certification.

Only you can decide if mystery shopper certification is right for you. If you do decide to pursue certification, make sure your time and money are invested in a worthwhile program that will reward you for your achievement.

The Mystery Shopping Providers Association will host the 5th Annual Educational Conference for Mystery Shoppers, July 18 – 20, 2008, in Pittsburgh, PA. There will also be a Gold Certification Workshop on Friday, July 18, 2008, before the conference begins.

If you have been to any of the past years’ conferences, you know why you should be there. There are many top shoppers who have attended all four of the previous conferences. They know that the conference is a great opportunity to learn about the industry and network with other shoppers, as well as schedulers, editors, account managers, executives and company owners from many of the top mystery shopping companies. This year, at least 30 MSPA-member companies are expected to be represented. But if you haven’t been to a Mystery Shopper Educational Conference before, here is what you need to know about what you can get out of attending.

First of all, if you are not already MSPA Gold Certified, you can attend a certification workshop on Friday, July 18, 2008. Although the workshop is not a part of the conference, many shoppers like to combine getting certified with attendance at the shopper conference. Because MSPA has drastically cut the live workshop schedule, this may be your last opportunity to attend an in-person certification in 2008. (Of course, the DVD is available for shoppers who prefer to complete Gold Certification at home.) You can get information about, and register for, either the in-person or DVD certification at http://www.mysteryshop.org/shoppers/certification.php

The Shopper Educational Conference kicks off at 5 p.m. on Friday, July 18, 2008, with a welcome reception and exhibits. There will be representatives there from many of your favorite mystery shopping companies, as well as some you may not know. Some schedulers, editors and others will be at tables, while other company representatives will be mixing and mingling as they circulate through the room. It is a great chance to put faces with the names of the people with whom you work, and the companies enjoy meeting the shoppers for the same reason. The reception includes food, and it is always a fun evening of networking. If you are local or attending the Gold Certification Workshop, and can’t stay for the whole conference, you may purchase a ticket for only the reception.

Both Saturday and Sunday start with a continental breakfast, then you can choose which workshops you want to attend. There will be something for everyone, new shoppers and veterans alike. For a complete list of sessions, see the full conference schedule at http://www.mysteryshop.org/events/Scheduleataglance.htm

Some of the sessions this year include Casino and Cruise Ship Shopping, How to Score Superior Ratings on your Reports, Smart Shopping: Ways to Increase Your Profits, Video Mystery Shopping, Working with Schedulers, Business Etiquette and Netiquette and more. And you won’t want to miss my Sunday morning session on Scambusting! Stop the Crooks and Protect Yourself, where I will talk about how to keep yourself safe online, as well as how to bust the scammers who prey on mystery shoppers and would-be mystery shoppers.

You will be well-fed on Saturday. In addition to the continental breakfast, there is a luncheon and awards dinner. The entertainment at the dinner will be provided by Robert Priest. The “Theater Of The Mind” show is a skilled blend of mind reading and thoughtful comedy, an act alive with action, laughs, and mental challenges. The entertainers at the dinners are always amazing, and I am sure that this year will not be an exception.

Plan to arrive before the opening reception on Friday evening (or before the Certification Workshop on Friday morning) and stay until the conclusion of the final session at 12:30 on Sunday afternoon. You won’t want to miss a thing! See you in Pittsburgh!

For more information about MSPA’s 5th Annual Shopper Educational Conference, see: http://www.mysteryshop.org/events/shopperconference.php