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.

Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.