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.

TELL IT LIKE IT IS CLOSE by Mark W. Daigle

“What I’m inviting you to is a presentation about the advantages of being part of the largest Vacation Ownership Company in the world. It’s basically the same as Marriott and Hilton but the reason why we are different is the versatility and amenities you can avail you and your Family to. To be part of over 37,000 Hotels and Resorts, the two largest Cruise ship Companies and the Second and Third largest Car rental Companies (Budget an Avis) in the World.

Come on down and see what we have. If you don’t like what you see when you walk in then leave-what do you have to loose? I’ve worked with other vacation ownership companies in the past and I can assure you will enjoy the experience. I also know you will enjoy the gift for just taking 90 minutes of your time.

We didn’t become the largest and most successful in the Vacation Industry if we weren’t the best. I will also insure you no pressure. We don’t need to pressure you-if you like what you see then great but if it doesn’t work for you and your traveling habits then no problem. I’m sure you will give us a call the next time you are planning a vacation of business trip.”

SETTING A CALLBACK by Mark W. Daigle

In regards to setting a callback, Please make sure you’ve attempted to close three times before you resort to a callback (refer to “not interested” script)

A Callback- A specific time for a specific reason.

Okay_______ I understand. I can call you later today or would you prefer I call you tomorrow? Okay, so you will have a chance to speak with your (husband or wife)? Great, by the way, who is the social calendar holder of the family?

If they say they are calendar holder- Great, then I will call you at (time/day) and we will be able to move forward on getting you taken care of. I’m looking forward to taking care of you personally on this.

If they say their spouse is- Okay, then when would be the best time to get in touch with him/her? And you will let him/her I will be calling? Great, I will do all I can to make this a great and fun opportunity for you both.

Make sure you have a solid commitment and reiterate it!

PITCHING A WRONG NUMBER

Pitching a wrong number has two main plus’s;
they aren’t identified on a lot of call lists so they haven’t been “pitched” as much.
you can start off your presentation by making them feel lucky

Good evening, is this _______? Oh sorry, did I dial _______? Well my name is ____ with Wyndham Resorts. I thought I was calling someone else but since I have you on the phone I can offer you what I was going to offer them. (don’t break your spiel-just keep going or they will hang up before you have a chance to make the offer).

We are currently calling people in your area to offer them a vacation-when was the last time you were able to take a vacation?

Now refer to your presentation and embellishment script…

by : Mark W. Daigle

GETTING REFERRALS by Mark W.Daigle

Getting the referrals is the backbone for success!

Good evening____. This is ___ calling you back from Wyndham Vacations. I just wanted to follow up on making sure you enjoyed your time at the presentation and received the gifts you were promised.
If Yes- Great, I’m happy to hear you enjoyed your time. Now since you received the_______ gift I still have a few more I can extend to your friends.
**If travel cert-I can offer them the same travel certificate or would you prefer I offer them something different?

Do you have your address book handy? I’m only allowed to offer this to three referrals (scarcity).
If yes about the address book-Please just give me the three you would like me to call the most.
If no about the address book-It’s okay, when will be a good time for me to call you back?


If no about them receiving the right gifts or they didn’t have a favorable experience-I’m very sorry about that. So what happened and how can I help you? (Be very interested and concerned). Isolate!
I will follow up on this and get back to you. (don’t ask for referrals until you call them back about what you say you found out. ex. A new Travel Specialist or ran out of inventory).
Wait a day or two at most-then when you do call back with explanation refer to the “Yes” part of the script above.

What is a “Not Interested?”

A “not interested” is a dial tone…

In the past that’s what we used to say. But nowadays with all the federal regulations we need to approach this subject on a different way.

When a client says “I’m not Interested” we need to push with a polite respectful attitude. Don’t give up!

A couple of suggestions;

When a customer cuts you off before you get a chance to make the offer try. “Bob, please give me just one minute of your time to inform you what this about (continue talking) I’m calling from the largest travel company in the world, Wyndham, and I’m just calling to offer you a holiday in Las Vegas including Air, hotel and dining at Planet Hollywood. According to my information you already qualify. May I verify the information I have about you? (continue talking) So you are Bob Smith at 100 Main St, Arcadia Calif?”
If he replies yes “Great, I finally got hold of you. All we need to do is set up a time for you to pick up your gift. There is one catch to it Bob-you need to visit us for a short presentation about getting the most for your money the next time you travel. I promise it will only be for 90 minutes and we will make it fun. What’s your favorite destination? Great, I will put it in my notes. Let me transfer to our tour coordinator and he will assist you with a convenient time”

If he replies no “Well maybe now isn’t a good time but I can still keep this gift aside for you a couple days and you can think about it or discuss it with your wife. Does she usually take care of the social calendar? Please let me now transfer you to our tour coordinator. He can give you more details, tour times and answer any questions you may have about when and where the next presentation is available.”

If he still says no “I understand Bob, how about if I call you back after you’ve had a chance to speak with your wife? May I call later today or will tomorrow be better?”

When the customer says no after you’ve had a chance to make the offer. “I understand Bob, do you mind telling me why you prefer not to take advantage of this offer? As the world’s largest-Avis and Budget Car Rentals, Royal Vikings and Carnival Cruise ships and over 37,000 hotels and resorts around the world are all part of our Company as well as travel partners with most of our major U.S. Airlines we appreciate your feedback. Our goal is simply to have you contact us 1st the next time you pick up the phone to make any travel arrangements.” ( The Team Leader/Closer will inform the client about the “travel club”)
But before I let you go I just want to thank you for your time-I really appreciate it.

I suggest all the Team Leaders role play some mock sessions on this so your agents will feel comfortable about having their “canned” rebuttals. It’s the Team Leaders responsibility to make their agents feel comfortable in their abilities and smooth turnovers.

Still more to come!

Enjoy your day-make it a great day!

Tomorrow I will discuss the major differences in the cultures-and things in common.

“I’M TOO BUSY!”

Customer “I’m too busy”

If the customer TELLS YOU they are too busy to hear the pitch;

“I apologize I called at a bad time-I will try again later. I just want to offer you a vacation. What time will be better-later today or tomorrow? I just need a couple minutes to explain to you what this vacation is all about. This is a great gift opportunity. I know you will like what this is all about.”

If to take a presentation;

“Yes I can understand this is a busy time of the year. I hope you can understand it’s my job to find a convenient time for you to redeem your gift. We have several presentation times during the week or weekend. Which time will be better for you-weekday or weekend?”

If during the week;

“We are taking reservations through (three days out). Will afternoon or evening be better? Our tour times are 4p,6p and 8p. Let me check availability-I have tomorrow at 4p or 8p. (if no) Ok no problem, let me check (next day). Yes I still have an opening at __ or ___, which will work better for you? (if no). It’s okay, I understand, how about…?”

If on the weekend;

“On the weekends we get pretty busy. How about I check for you for Saturday-will morning or afternoon be better?”

If still no;

“Okay, no problem. I can put a time aside for you and attach the gift so we don’t loose it. Then I can call you back to see if that time will work for you or if we need to change it-will tomorrow or (next day) be better?”

Or

“Let me ask you this, are you or your (husband/wife) the one who usually makes the social calendar for the household?”

If they say they are; “Great, then I will call you at ____ and ask for you.”
If they say their spouse is, “Great, when do you think will be a good time to call back-later today or tomorrow? Afternoon or evening? 7p or 8p?”

“Okay great, I will let you go now but I am looking forward to you getting your vacation.” This is ______ from the worlds largest in the vacation business Wyndham. Have a great day!

VPG CHALLENGE AND SOLUTION by Mark W. Daigle

Steps taken and implemented;

1.We hired a Quality Control Officer. I originally hired him at Epac a few years ago. Ben, is older person with a lot of integrity. He is Teaming up with our Quality Assurance Officer, Charm, to identify/isolate “coached” tours. Last week it was discovered several of our Team Leaders-Closers were telling the customer to “just mark on the survey sheet when you arrive the box that says 45k annum.” It was also discovered on occasion to tell the customer if married to just come in saying they are single.
I informed and put in policy any Team Leader caught “coaching” will mean immediate dismissal.
2. I just finished a two week training course with all Team Leaders/ Managers on the art of selling the tour. Areas covered were explaining the timeshare business such as basic numbers in the industry. Mainly if a tour is qualified they will always buy at the rate of one out of ten or better. Also covered was The Sale starts with the 1st Introduction-the Call Agent.
3. I discovered a majority of the appointments that were deemed “Not Qualified” had 2nd phone numbers that were fake so we couldn’t catch the “Coached Tour”. Therefore AIMS has changed its policy from “innocent till proven guilty” to “guilty until proven Innocent.”
4. The Confirmers need to again requalify and ask if the customer clearly understands they are going to a presentation on the Benefits of Vacation Ownership/Timeshare. “If you see or hear something of interest to you in regards to our way of vacationing please don’t hesitate to ask more-we want to make sure you fully understand our way of Vacationing.”

I/we will continue the progress in our efforts in order to insure this problem is resolved immediately. I hope Trendwest will assist us in as many ways as possible such as accurate VPG’s, cancels and penders updates, contests on sales and any other support. I’m sure when Craig arrives he will be of assistance too. I will also appreciate it if Trendwest won’t open any other call centers in the same building we are operating from. Even better would be no other call centers in the Ortigas area. Competition in this case only breeds failure.

Regards,
Mark Daigle

TRAINING FOR BROKERS AND AIMS CALL CENTER FEB 12 by Mark W. Daigle

SHYNESS

The biggest challenge we have over here in the Philippines is shyness. “No Guts, No Glory!”

Break it down;

Why are we shy? Are we afraid to offend someone? We are in the call center business. If we don’t ask for the close then we never will be a success.

What happens when we are shy? When we are shy we are depriving ourselves, our families, the Team and friends of rewards. Do we really want to throw all the one’s we care about under the bus? Don’t we care enough to do our job the way it needs to be done..blow an opportunity?

Success is breaking threw this challenge. If we can’t get past this challenge we need to find another way of life as you will never be a success without it.

Shyness is natural-everyone since the beginning of time has to get threw this. Everyone has this challenge-it’s the leaders who break threw this wall who gets the success they deserve. Are we lazy? Is it we don’t care about others? Do we not appreciate the God given talents we already have?

Tomorrow isn’t the answer because tomorrow we will have another excuse! It’s NOW! Practice getting over this phobia. Without practice you won’t be able to sustain longevity in this business or any other “personality” business. So make it a part of your “working personality.”

Try;
talking to people on the way to work. On the jeepney, bus or train. Observe what they are wearing and compliment them. Or just a simple greeting.
focusing on why, remind yourself you have a responsibility to the ones you love. When do you feel it will be the right time to approach this challenge-when in an emergency?

As I said, everyone has this challenge-it’s the successful and leaders who benefit from getting through this. As long as you need to get up each day for your work you might as well work and that includes you “ask for the close”.

Don’t “beat around the bush.”

We weren’t put on this earth just to take-we are put on this earth to give, to contribute and to utilize the God given talents our Maker gave us.

** What helps me, yes I’m very shy, is picturing failure, picturing success, knowing my responsibility and believing if I don’t utilize my talents I’m insulting my Maker by not accepting His gifts. In short, I intimidate myself!

In life, marketing and SALES we always need to “ask if we want.” If we don’t ask then we can’t expect success.

I respect the honor to be a part to lead such a wonderful culture to a better life. I feel it’s a gift from my Maker and I remind myself each day. I look in peoples eyes, imagine the way they and their families live, and the wonderful opportunity He has given me.

Respects and Regards,
Mark D

QUALIFIER SCRIPT FEB 12’08

Good evening, Bob Jones? I’m Mark calling on behalf of Wyndham Vacation Club. I will be brief as I know your time is valuable. The reason I called you is you’ve been selected to receive a complimentary vacation, DVD player or Digital Camera.

Let me 1st verify your address to make sure the information I have is current. (go through the name, address and qualifications). Great! Well now all the information I have is correct. I will now transfer you to gift verification. He/She will assist in selecting the gift you want.

GIFT EMBELLISHMENT (South Central) by Mark W. Daigle

The 1st thing to remember in gift embellishment is to make the gift sound limited (scarcity) and the customer feels he is getting something special. Scarcity is your allied.

Right now I can offer you a three day two night holiday in Orlando or Las Vegas including air fare. Have you been to Las Vegas or Orlando?

If yes; Great! Then I’m sure you would like to go again, especially if the Air and Hotel is complimentary. Will you prefer Orlando or Las Vegas?

If Las Vegas; Great! I wish I could take advantage of this offer, Las Vegas is one of my favorite places with all the lights, food, shows, people watching and of course gambling. I only play the slot machines though.

Or

Great! I wish I could go to Las Vegas, I’ve always wanted to go there. What did you enjoy the most? I hope I get to go there someday. (Envy makes the person feel special or lucky).

If no; Well I’m sure you would like to go to both Orlando or Las Vegas-which would you prefer I reserve for you now?

If Orlando; Great! I wish I could take advantage of this offer, Orlando is one of my family’s favorite places to go with all the theme parks like Universal Studios, Warner Brothers, Seaworld Park and of course Disney World and Adcock Center! By the way if you want to bring your children or extend your stay you may do so for an addition fee. You can ask about the details on this when you receive your certificate. Let me transfer you to our gifting department to check availability and fill you in on the details about the package.

If they say no;

Well that’s okay, I understand. How about a digital camera, dvd player or gift certificate at Home Depot, Best Buy, Dilliards or Kohls? I will need to transfer you though as I’m not sure of all the details and availability.

GIFTING DEPARTMENT (Team Leader/Verifier);

Good evening_____. 1st off I would like to thank you for allowing me to fill you in on this package/gift (be specific). Right now I can assure you (if the travel gift) comfortable accommodations. I’m sorry I can’t tell you the exact location as it depends on availability when you request is but they will be able to fill you in about the additional details when you go to the presentation I do promise you will enjoy your time.

TRAINING FOR Thursday FEB 7

SKILLS;

1. We aren’t allowed by Wyndham to say where they will be accommodated. In the past we were able to give some hotel names but it only created problems when the gift fulfillment dept set up the accommodations. If the customer didn’t like what was reserved it would come back to the call center as to where the problem came from originally.
   What we can say is they will be staying in a two to three star accommodations. It depends on the inventory/availability as to when you plan on going. We own over 37,000 hotels and resorts around the world and I’m sure we will want to give you the best available at the time you’re planning on traveling.
2. Time management. There is only a certain amount of time each day for us to utilize our time wisely. They should be utilizing their time properly. Have a solid game plan each day-callbacks, referrals, rebooks. The more senior you are the more opportunity for you to hit your goals. We need their good example. Remember when you were new. We needed to feel confidence and fitting in to our new environment. We needed guidance, belief and courage. Where did we get that? From the Seniors mostly. When the senior looks at themselves as the more skilled professional it will naturally bring out their best.
3. Austin is also the capital of Texas. Most of our clients have already graduated. Americans love to travel. “We just want you to attend a 90 minute presentation about who we are. We own budget, Avis, Royal Viking Cruiseship, Carnival Cruise lines and 37,000 hotels and resorts around the world. We do have a vacation ownership program that will also save you lots of money and we will introduce this to you. If it fits your travel needs we will encourage you to join but if not we realize it’s not for everyone. But you may have a friend or relative who will want to join. Our main goal is for the next time you want to make any travel arraingements you will call us first.”
4. Have a plan for your day. Don’t worry about the Telco. Don’t get ready for work after you arrive-be ready when you arrive-have a battle plan.
5. We are a travel company so naturally we can give you a lot more for your time if we give to you what we already own.

M.W.D

GETTING REFERRALS

Getting the referrals is the backbone for success!

Good evening____. This is ___ calling you back from Wyndham Vacations. I just wanted to follow up on making sure you enjoyed your time at the presentation and received the gifts you were promised.

If Yes- Great, I’m happy to hear you enjoyed your time. Now since you received the_______ gift I still have a few more I can extend to your friends.
**If travel cert-I can offer them the same travel certificate or would you prefer I offer them something different?

Do you have your address book handy? I’m only allowed to offer this to three referrals (scarcity).

If yes about the address book-Please just give me the three you would like me to call the most.
If no about the address book-It’s okay, when will be a good time for me to call you back?


If no-about them receiving the right gifts or they didn’t have a favorable experience-I’m very sorry about that. So what happened and how can I help you? (Be very interested and concerned). Isolate!

I will follow up on this and get back to you. (don’t ask for referrals until you call them back about what you say you found out. ex. A new Travel Specialist or ran out of inventory).

Wait a day or two at most-then when you do call back with explanation refer to the “Yes” part of the script above.

M.W.D.

ASSUME THE SALE

When calling a customer ASSUME you are talking to the right person


DON’T say “Hello is this Mrs. Jones?”….

INSTEAD ASSUME;

“Hello Betty Jones, this is _____ calling on behalf of Wyndham Resorts”….

Don’t use titles like Sir, Mr. or Mrs.

Don’t ask if you are talking to the right person-assume you are. They will let you know different.

If you reached a wrong number;

Continue with the pitch. “ Hello Bob Jones” (if the customer replies “you got the wrong number”) Well that’s ok I’m just calling to offer you a vacation…”Who am I speaking with?” Well as I said my name is ____ calling in behalf of Wyndham Resorts and since I have you on the phone I would like to invite you down to visit us and for your time you will receive”….

When you speak to a friend you don’t say Mr, Mrs or Sir. By giving the customer a title you may think it’s a sign of respect. But this will work against you because the customer will immediately know in the first couple of seconds that you are a business call. Psychologically you are “turning them off”.