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