Building and Maintaining Customer Base
- 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
- 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
- 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
- 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.
Other
- 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
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.