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.
▪ Fulfil 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 owners and Owners through a series of strategically layered questions/discussion and utilize the information to customize the sales presentation.
▪ Provide prospective owners 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 (e-Tour) software for guests.
Conducting and Managing Business Transactions
▪ Assure complete and accurate processing of documents pertaining to sales.
▪ Review details of contracts with prospective owners 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.
Policies and Procedures
▪ Maintain confidentiality of proprietary materials and information.
▪ Protect the privacy and security of guests and coworkers.
▪ Follow company and department policies and procedures.
▪ Ensure personal appearance is clean, hygienic, professional and in compliance with company policies and procedures.
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. Junior Sales Managers 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.
▪ 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).
▪ Perform all tasks in a timely manner ensuring all deadlines are met.
▪ Perform other reasonable duty or function that may be assigned by management.
▪ Be proactive and have a flexible approach to work, meeting the needs of the team and the business at all times.
▪ Maintain an attitude and commitment to provide excellent service to all customers and associates.
▪ Respond sensitively to the needs and feeling of others, regardless of status of position; accept interpersonal differences and maintain a constructive rapport with all associates and customers.
▪ Maintain computer systems knowledge (Goldmine, Timeshareware, Outlook, Word and Excel).
▪ Maintain current computer systems knowledge as used by the company.
▪ Work with all colleagues as a team, supporting the needs within that team and those of the business at all times.
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Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture
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