Building and Maintaining Customer Base
- Answer owner questions regarding use of properties and location amenities; make recommendations given the background information obtained on the owner through discovery.
- Follow up on referrals/leads from owners.
- Fulfill requests from owners or prospects regarding pricing, property maps, property descriptions, room locations, and portfolio/network information.
- Contact owners to monitor satisfaction, make aware of upcoming promotions, and develop business opportunities (e.g., reloads, referrals).
- Develop and maintain records on customer contacts and use that information to support effective follow-up opportunities.
- Monitor contract processing to minimize rescission decisions, provide comprehensive owner assurance and ensure timeliness of closings.
Giving Sales Presentations
- Follow and adhere to the Consultative Sales Process when presenting to owners and guests.
- Establish trust with the prospective owner and Owners throughout the entire sales process to build on-going rapport.
- Discover the needs of prospective owner and Owners through a series of strategically layered questions/discussion and utilize the information to customize the sales presentation.
- Provide prospective owner and Owners a Sales Gallery, Property and Model tour specific to their sales distribution site.
- Explain the features, advantages and benefits of the product and advocate the appropriate amount of points to accommodate the prospective owners and Owners current and future vacation needs.
- Complete and close the sales contract process by ensuring all required/legal paperwork and documents are signed and notarized.
- Practice and continue to develop and improve sales script and presentation.
- Ensure clear understanding of finance options and present as an approach to ownership.
- Prepare for daily appointments (e.g., review tour sheet, owner history, presentation details, etc).
- Follow up face-to-face guest interaction with email, phone, or mail correspondence and facilitates use of Vacation Ownership Advisor.
- Answer Owner and customer questions regarding product information, servicing issues, construction work, financing, maintenance, repairs, and appraisals.
- Use, demonstrate, and/or coordinate virtual tour (eTour) software for guests.
Conducting and Managing Business Transactions
- Assure complete and accurate processing of documents pertaining to sales.
- Review details of contracts with prospective owner and Owners once they decide on purchase.
- Thoroughly review loan applications and financial documents with the customer and ensure completed properly.
- Work with Sales Management to minimize cancellations, provide comprehensive owner assurance and ensure timeliness of closings.
- Analyze problems and formulate a strategy and plan to overcome challenges of getting work done quickly with a high degree of quality.
- Complete purchase summary worksheet at end of each sale.
- Reach out to and influence Legacy Owners and Every Other Year (EOY) Owners to enroll, upgrade and maximize all reload opportunities.
Providing Service to Others
- Respond to and monitor the resolution of customer and Owner inquiries in a timely manner with accurate information.
- Leverage resources for providing service to guests and Owners (e.g., Vacation Ownership Advisors) in an effective manner.
Other
- Manage time effectively to punctually attend daily team meetings, training sessions, and guest/owner appointments.
- Demonstrate total understanding of the culture and processes of the organization.
- Improve sales presentation approach through self-critique, practice, and lessons from the feedback provided by others (e.g., Sales Development Manager, Coaches, Guests, Owners).
- Participate in formal training sessions offered by management team.
- Attend daily huddles and regularly scheduled team/manager meetings.
- Assist in the development and mentoring of other Sales/Membership Executives as requested.
- Maintain an awareness of current events (e.g., news, sports, pop-culture) and information on site locations to enable and promote customer relationship building.
- Perform other duties as assigned.
- Understand and abide by state and federal regulation around all sales and/or marketing activity (i.e. Do Not Call Lists, State registrations, Exemptions, etc)
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Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
