WHAT THE CUSTOMER IS TO EXPECT AT PRESENTATION

WHAT THE CUSTOMER IS TO EXPECT AT PRESENTATION...

When a client arrives at the presentation center for their presentation they will experience the following;

1. The 1st thing they will see when they arrive is a large reception desk normally manned by two ladies. They, the receptionists, will 1st verify the clients ID and gift.
   


2. Next the client will receive a “Vacation Survey” sheet to fill out. This will include questions about their vacation habits-like how often they travel, how many weeks a year do they vacation, their favorite vacation, their dream vacation etc. This is so the Vacation Consultant will know what to concentrate on.




3. Next they will see a 20 minute video about “The Wonderful World of Traveling” the Wyndham and RCI way.




4. After the video they will be offered beverages and snacks and each tour will have a Vacation Specialist assigned to them to go over the Vacation Survey sheet, tell them a little more about Wyndham, what they will cover during the rest of the presentation and “plant a seed” about being asked to purchase a Vacation membership.




5. Next, if tour is at a resort they will tour the resort, accommodations and facilities. If they are at one of the Show rooms they will see a mock up of accommodations, facilities to be expected as a part of ownership and other affiliated resorts.




6. Then the Vacation Consultant will go over how to exchange, RCI and other advantages of ownership.




7. Finally a recap of all covered and then the offer to become a member.




8. Whether they choose to be a member or not, the Vacation Specialist will then escort the client to the gifting desk and get them their promised gift.

CONFIRMATION TRAINING FOR BROKERED ACCOUNTS

The way we look at the responsibility as Confirmers at AIMS is they have two jobs;

Excite the customer to come visit the presentation. This is accomplished by being confident and assumptive. This is a premindset. The confirmer needs to sound very assumptive the appointment is solid. It’s not “if” it’s “when.” Embellishing the gift is one part but the other part is letting the client know what the presentation is all about. Americans believe we pay for everything in this world-either before, during or after. So if you make it sound too good to be true then they won’t trust you.“While you are here for the presentation we will inform you about all the advantages Wyndham has to offer when you travel. We are the largest in the world owning over 37,000 hotels and resorts, Carnival and Royal Cruise ship lines, Avis and Budget car rentals, and travel partners with many of the U.S. Airlines. At the same time we will introduce you to our Travel Club which is also the largest of its kind in the world. If our club fits your travel needs we will encourage you to join but if not it’s okay. We just would like to have the opportunity the next time you travel to call us 1st.”

2. Police the appointment. By that I mean make sure the customer is properly informed about the “Details of Participation”, making sure both parties are aware of the appointment, telling them they need to bring their confirmation letter to get their gift as well as being on time. “Bob, I will be sending you a confirmation letter. You need this letter or they won’t give you your gift. This letter will also give you directions as well as a map.” If the Verifier hasn’t fully informed the customer and the customer is concerned I suggest you give the appointment back to the Team Leader to make the commitment solid. If the customer is still unsure about their attendance then be concerned and see if a another time will work better for them.

TRAINING IDEAS by Mark W. Daigle

Have a schedule for your training by the week. This will help you build on development.

Cover different aspects for the job regularly- Callbacks, Choices, Embellishment, Confidence, Confronting fear, Self respect, Referrals, Motivation, Implement, Act, Isolating the customer, Isolating the challenge, implementation, etc.

The biggest challenge we all have is fear. “If we don’t act we can’t be wrong.” In all professions you don’t get paid to observe; you make money when you participate. To participate and not wait till the next time (opportunity) is paramount in training the brain for success. React when the opportunity presents itself. Most everyone you speak to is a customer, unless not qualified. Even the customer who isn’t qualified knows someone who is-go for it. “I’m sorry Mr. Jones but for this promotion you need to meet certain criteria for the offer. The good news is we will call you back soon as we do have special promotions for people like yourself. But while I have you on the phone must know some one who qualifies for this promotion? This offer is transferable.”

Objection-“I’m too busy”
Reply- “ I completely understand Mr. Jones, this summer has been quite active for me too. But I do have several times available for you. Are you less busy during the day or evening?”....

Objection –“Is this Timeshare?”
Reply-“ Up until recently our Company, Trendwest, was the largest timeshare company in the world. But this year we merged with Wyndham Resorts. So now we are part of the largest resort chain in the world. And when you include , Budget and Avis Car rentals, Century 21 Real Estate, Royal Vikings Cruise ships and Carnival Cruises, we are considered the largest in the vacation industry.”


Finally;

Always practice positive input;

I will rather than I will try
I know rather than I think

No one will believe you unless you believe in yourself.

TEAMLEADER TRAINING 101 by Mark W. Daigle

We should go over some fundamentals in the Training for the Teamleaders. With us approaching a year now, I can see our Managers aren’t developing the TL’s. So far we only have been able to promote one agent, Aki, to get to an acceptable level. All the rest were TL’s before.

We can hire all the agents we need but it’s the Team Leaders that will make us successful.

Managers;

You need to look at ways to constantly motivate your Team leaders. Look at different scenarios for success. You need to be proactive. To be constantly thinking of better ways to bring up the performences of your TL’s and Confirmers. In order to do this correctly you should;

1. Get feed back from your TL’s. Have them, with your help, Isolate specific areas to concentrate on.


2. Read a book. It doesn’t need to be directly related to sales. Sometimes we find our answers to our challenges in different places. I like to read about successful people. Coaches, Generals and other leaders. They are also humans who through adverse situations they were able to size up their challenge and figure out a way to win.


3. Most of the time you already have the answers. The challenge is execution of a plan. Or even a plan. You can’t expect success if you don’t plan. Imagine yourselves. Are you looking like you are interested? That you appear to have a plan? That you show confidence and people look up to you for Solutions?


4. Look over the reports each day. Look for areas of improvement. Do you know which of your agents are really successful? Do you know why others aren’t? KNOW YOUR REPORTS.


5. Talk to your Team Leaders. If you can open them up you probably will see different ways to motivate them. Give specific direction and follow through. Inspect what you expect.


6. Drill the Team Leader. This will be a little difficult at 1st but in no time it will get easier. I would roll play a lot more. Give different challenges and test how they answer. Spot check to see if the TL is motivated. We are all humans and have our daily challenges outside the office. Are we able to leave the problems at the door when we come to work?


7. Have an understanding with your staff as far as expectations and growth. Paint the picture-track the growth on regular basis. If I were a Manager I would look at the least performers everyday. Isolate! I would once a week have the agent pitch the Teamleader like a customer. Then I would do the same myself on the TL’s. Always point out what you think is good and what needs to improve. Then give exercises, training, motivation and any other solutions to help them.


8. Question fitting in. We need to have the floor not thinking about anything else except the customer. Fellow Agents and other staff here aren’t our customer.


9. Maturity. Professionalism, take control, have solutions, be Mature and develop the confidence in everyone around you.
   
   If you have a bad day then get mad about it. Don’t just pass it off because it will bite you again tomorrow. The most successful people I know or read about all say the same thing-being mad at substandard performences helps motivate your brain to come up with solutions.
   
   When you have a good day look at why. Again, isolate what worked. Let performers know you are aware. Compliment to specific people specific things they do.
   
   Most importantly, never give up. Fight for success! Make yourself deserve it. If you never challenge yourself you will neer be a success. Do you want to let yourself, your Maker, your Family and Friends down?
   
   As I’ve said before, I don’t want you all to work too hard. Once you’ve set your path for success it’s a lot easier to work. I want all of you to be successful not only in the office but to go through life too. Your Families need you to be strong. They will respect you, they will immulate you and they will benefit from you.
   
   Now get mad, don’t get down. Use your emotions to create solutions. I belive All of you know several ways to improve-it’s already in you. I could write a new script, document performers and nonperformers, read through the numbers. Do one on ones. Find the strengths and weaknesses in your staff. Compliment what they do well and see if that’s enough. If so then don’t worry about what they don’t do well. They may just be able to be successful. When we look at too many things to fix we confuse our selves, who we are teaching and you will have the same problem tomorrow. Take small steps each day and then review them the next. Don’t Expect things to be done-inspect what you want done.
   

REBUTTALS by Mark W. Daigle

IS THIS A TIMESHARE?
Yes, Trendwest is a Vacation Ownership Club but we also OWN over 37,000 hotels and resorts around the world as well as Budget and Avis Car Rental, two major Cruiseship lines, travel partners with several major U.S. airlines and a host of more vacation related companies. We just hope after you visit us that the next time you want to travel you will think of us 1st to assist you in all your travel needs.
This is simply our version of timeshare, which we refer to as Vacation Club. Our approach to vacation club is very different than any that you have probably seen. We value your word of mouth advertising whether you decide that our program works for you currently or not. We also guarantee that you will enjoy your presentation and entire experience with us! Basically, it’s enjoying your time here for some fantastic gifts!
(Back to script or “Do you prefer to come on (give two date/time choices)?”
I HAVE TO TALK TO MY SPOUSE / CALL ME BACK / CAN’T DECIDE YET!

Well let me ask you this Mr/Mrs _______, who holds the social calendar? (you maybe speaking to the wrong one-80% of the time it’s the wife). Well I only have a few of these special gift certs left for this promotion-let me put one aside for you so if you do decide to come visit I can still give it to you. Don’t worry, I’m just obligating myself to you and not you for me.
I understand that, Ma’am/Sir, I do want to tell you though that we have limited availability, and also the gift, due to the response to this offer. If you do have a particular date in mind, and is excited about the offer, I would encourage you to make an appt. tonight! (if still no)What time should I call you back tonight?
(Back to script or “Do you prefer to come on (give two date/time choices)?”
I’M JUST NOT INTERESTED

I’m sure before I’ve had a moment of you time you would say you’re not interested but let me be brief, I bet you get a lot of offers over the phone. Trendwest is offering to certain individuals an opportunity to receive a Complimentry Vacation on us for two. All we ask is you to come visit us and participate in a 90 presentation of some great opportunities the next time you travel. Right now we have 3 destinations for you to choose from-do you think you would be more interested in SFO, Las Vegas or maybe our newest offer a Cruiseship Vacation?
At least give me the opportunity to tell you about the terrific gifts I’ve got for you. Then if you’re still not interested, I won’t take up any more of your time, I promise.
(Back to script or… the key is to keep the customer talking!!!)
I DON’T HAVE TIME (to talk at the moment)

Oh I’m sorry I called you at a bad time. Let me just tell you briefly that according to our information you qualify for a Complimentry Vacation for two. May I call you back in one hour or two? I’m excited about this offer.
Mr./Mrs. __________, I understand that your time is important. Let me just tell you a little bit about the wonderful gifts I have for you and then we can arrange for me to call you back when you have more time. (Back to script)
IM TOO BUSY / I DON’T HAVE TIME (to go to the presentation)
We know how that is..Mr.----…Im sure we can find time that will fit your busy schedule, that’s why we offer the presentation during the week and weekends.(STORY: We actually send out a lot of families last year on a well deserved holiday. They are the same families we invited just like you who made time to come to one of our invitations. So we hope to inspire you into taking one soon. It sounds like you and your family could use a vacation. When was the last time you had a vacation?
HOW DID YOU GET MY NAME
Either you or someone in your family or that you know filled out a survey or entry form of us or one of our affiliate. We then selected your name based on certain demographic information.
HOW LONG IS THE TOUR?
The presentation lasts approximately 90 minutes, Time goes by very fast because it’s a lot of fun. When was the last time you had a chance to take a vacation?
It goes very quickly, and is very entertaining. Its a personally guided tour of our Resort Club using our state-of-the-art theatre
(Back to script or “Do you prefer to come on (give two date/time choices)?”
“NOTHINGS FOR FREE”

Yes my boss always says”if it sounds too good to be true then it’s probably not true.” You are right, this isn’t totally free and certain restrictions apply. Let me go over the Details with you so you will understand what you’re entitled to.
I do agree with you, there are no free lunches especially not in America. In fact most of us get paid by the hour right? So its like were buying your time for about 90 mins. By simply having your attention for about an hour or more we give you back a $--- worth of vacation..fair enough right?
WHATS THE CATCH?
Catch? There’s no catch, we like to tell it like it is. This is about the wonderful world of vacationing and affordable advantages when you travel-you like to vacation and save money right?
Well,..I don’t know if you can call it a catch..but you see we just want your time and attention for about an hour or so..its basically enjoying your time here with your wife and get tips on how you can save a lot of dollars for your next vacation..Im sure this is something that would interest you and will be worth your time right?!
CAN YOU SEND ME SOMETHING IN THE MAIL/WRITING?

Sure, no problem. But let’s look at a date when you may be able to attend first. I can put it aside for you and in the meantime we can select a gift for your time… Then we will send you all the details for you to look over.
“That is what I aim to do, but since I have you on the phone, let me tell you a little more about what this is about. If you think we have something for you then I can follow everything up for you to read.”

“REVERSE SCRIPT” by Mrk W. Daigle

Good Evening Mr/Mrs Jones. This is Phillip Pino, calling on behalf of Trendwest/Dream World. I’m calling to Congratulate and inform you that you have been selected to receive a choice of two different gifts. Do you like to take vacations? Great, I think we all like to vacation. When was the last time you were able to go to Las Vegas? (If they don’t sound like they want to go to Las Vegas) We let me see what other destinations or maybe a gift Certificate-do you like…..?

Let me take a moment to make sure I’m speaking to the right person. This is___, and you live at________, in the city of______. I obviously have the right number or we wouldn’t be talking right? And for our marketing dept may I ask what kind of work do you do? And do you make between 30k-40k, 40k-50k or above 50k a year?

(if they Qualify)

Great, now let me have you speak to our gifting specialist, Ms______. She will fill you in on the Details.

TRAINING TIPS FOR FRIDAY THE 13TH by Mark W. Daigle

Good day;

I noticed the day started off promising before the break. But after we fell apart. This constantly baffles me.

Rule of Thumb:

Any day your production is less in the second half than the 1st it means we are falling asleep at the wheel

. I know you all heard of “the power hour”. Let me explain what this means. In a call center in the States we always doubled the days production in the LAST HOUR from the rest of the day’s efforts. In the States they still go by “bookings per hour” rather than “hours per booking.” The reason why is our customer is home and their daily responsibilities like work, family and chores are done. Also this is when we can call back the folks who are one ingredient away like talking to the spouse, checking the calendar, which gift etc…

Today we were at approx 43 bookings before they break. But we ended up with bookings. This not only included the “power hour” but also an extra 2 hours. We need to look at this isolation and think of ways to wake up when the real show begins-power 2.5 hours. Your agents seem to relax and Team Leaders too.

I suggest tomorrow you start off with a strong spiff for the agents before the break. Then after the break you put a strong spiff for the Team Leaders to stay focused and awake. This way you will transfer the energy from one source before the break to another source of Energy after.

Let’s try that and see if this works. We definitely have an energy problem during the time we should be very successful-when the customer is home and not as busy.