Vacation Planner IDN

Building and Maintaining Customer Base

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  Answers owner questions regarding use of properties and location amenities; make recommendations given the background information obtained on the owner through discovery.
• Fulfills requests from owners or prospective owner regarding pricing, property maps, property descriptions, room locations, and portfolio/network information.
• Monitors contract processing to minimize rescission decisions, provide comprehensive owner assurance and ensure timeliness of closings.
• Follows up on referrals from owners.
• Develops and maintains records on customer contacts and use that information to support effective follow-up encounters.
• Contacts owners to monitor satisfaction, makes aware of upcoming promotions, and develops business opportunities (e.g., reloads, referrals).
• Uses available Customer Relationship Management systems (e.g., Seibel, Universe) to maintain accounts of interactions and follow up with customers with regard to purchases and contracting activity.

Giving Sales Presentations

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  Discovers the needs of prospective owners through a series of questions/discussion and utilize the information to customize the sales presentation.
• Explain the features and benefits of the Marriott Vacation Club Destinations product.
• Establishes trust during the warm up, discovery, and intent statement and build rapport with customer.
• Closes sales using approved process.
• Practices and continues to develop and improve sales presentation.
• Presents financing options as an approach to ownership.
• Presents to customers in a manner that effectively utilizes the elements of the sales process.
• Finalizes deals by signing of paperwork and notarizing contacts.
• Follows up customer interaction with email, phone, or mail correspondence and facilitate use of Vacation Ownership Advisor.
• Answers customers questions regarding construction work, financing, maintenance, repairs, and appraisals.
• Uses, demonstrates, and/or coordinates virtual tour (eTour) software for guests.
• Prepares for daily appointments (e.g., review tour sheet, owner history, presentation details, etc).

Conducting and Managing Business Transactions

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  Assures complete and accurate processing of documents pertaining to sales.
• Reviews details of contracts with prospective owners once they decide on purchase.
• Analyzes problems and formulates plans to overcome challenges of getting work done quickly with a high degree of quality.
• Thoroughly reviews loan applications and financial documents with the customer and ensure completed properly.
• Works with Sales Management to minimize cancellations, provides comprehensive owner assurance and ensures timeliness of closings.
• Reaches out to and influence Every Other Year (EOY) owners to upgrade and maximize all reload opportunities.
• Completes button-up sheet at end of each sale.

Providing Services to Others

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  Responds to and monitors the resolution of customer and owner inquiries in a timely manner with accurate information.
• Leverages resources for providing service to customers and owners (e.g., Vacation Ownership Advisors) in an effective manner.

• Demonstrates total understanding of the culture and processes of the organization.
• Manages time effectively to punctually attend daily team meetings, training sessions, and customer/owner appointments.
• Improves sales presentation approach through self-critique, practice, and lessons from the feedback provided by others (e.g., Sales Manager Coaches, Customers, Owners).
• Participates in formal training sessions offered by management team.
• Maintains an awareness of current events (e.g., news, sports, pop-culture) and information on locations to enable customer relationship building.
• Assists in the development and mentoring of other Telemarketers as requested.
• Understands and abides by state and federal regulation around all sales and/or marketing activity (i.e. Do Not Call Lists, State registrations, Exemptions, etc).
• Performs other duties as assigned