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.