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 (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 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.