“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.”
Friday, May 23, 2008
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!
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
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.
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.
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!
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!
Thursday, May 22, 2008
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
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
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