Transcript 10 Steps To The Sale

Introduction to Timeshare Sales
Are You Ready to
Travel?
By Michelle Cloos
University of Phoenix Online
September 1st, 2004
Outline for Timeshare Sales Course
• The 10 Steps to the Sale
• Sales Rep’s Functions
• Ingredients
• Key Phrases
• 2 Silver Bullets
• Discovery
Objectives
• The learner will be able to recite all of the
10 steps to the sale with 98% accuracy.
• The learner will be able to provide a valid
description and give an example of an
effective discovery technique.
• The learner will be able to recite the two
silver bullets and provide an example of
each with 100% accuracy.
10 Steps To The Sale
• Meet & Greet (Warm-up starts now)
– Start building rapport. There’s never a second
chance to make a first impression.
– Smile! Look directly into their eyes.
– Firm handshake. Men shake men first, women
shake women first. Introduce yourself: “Hi! I’ll
be your Pahio representative today. I’d like to
thank you for coming and hope you’ll enjoy
your time with us.”
10 Steps To The Sale
• Warm-Up
– Make a friend. Don’t talk about the program,
talk about them. Find a commonality.
10 Steps To The Sale
• Agenda/Statement of Intent
– Get gift concerns out of the way; confirm they’ll get
what they are promised for coming.
– Let them know this will be a 60-90 minute
presentation.
– Give them an agenda of what’s to take place; guest
profile, written presentation, speaker, wall tour, 2
programs available, at the end someone will show
them how to get involved.
– Let them know, “all we ask for is a yes or no at the
end, that we have some great incentives if you like
what you see.”
10 Steps To The Sale
• Discovery
– Don’t ask the questions in front of you! Get to
the real them. Time to get 3rd level.
– Discover their hot buttons, what do they like?
Create/discover the warm and fuzzy.
– Avoid interrogation!! Transition properly to
written presentation.
10 Steps To The Sale
• Podium/Pahio Credibility/Cendant
– 15-20 minute video showing the Pahio resort
and what we have to offer.
– We are not a timeshare presentation, but this
is what is offered today.
10 Steps To The Sale
• Presentation
– Rent vs. Own
– The Evolution of Timeshare. The 70’s, 80’s,
and present. Fixed week, floating weeks,
point programs, and now a universal point
program available only with RCI.
– Build Value!!
10 Steps To The Sale
• Standard Program/Anytime
– Anyone can purchase Pahio at anytime for the
standard resort price.
– Try out the membership first and then all
equity from the trial goes towards purchase of
standard program.
– 85% of people purchase the standard
program.
10 Steps To The Sale
• Wall Tour
– Take them on a trip. Build the desire. Fulfill
the dream here. Take this opportunity to get
them 100% involved. Get them imagining
themselves on their dream trip using the
facilities, etc.
10 Steps To The Sale
• Trial Program/Today
– Summarize benefits. Write down questions
(don’t answer them).
10 Steps To The Sale
• Turn to CLOSER
– Turn with a good turn, never with a negative!
Sales Rep’s Functions
• Make a friend
• Make them feel special
• Get them to give a yes or no decision
Ingredients
• Total Control
• Customer Involvement
• Verbal Commitments
Key Phrases
• Can’t you just see yourself…
• Can’t you just imagine…
• As a member would you…
• What this means to you is…
The 2 Silver Bullets
• Third Party Stories (Feel, Felt, Found)
• Silence
The Discovery
• Philosophy
– The Discovery is the single most important
part of the sales presentation. Too many
salespeople assume that they know why the
customer would buy our product. The biggest
mistake salespeople make is not asking the
customer questions, not asking the right
questions, and not listening for the response.
The Discovery
• Finding the Dominant Buying Motive
– A problem can be viewed as the customer’s
Dominant Buying Motive (DBM). A DBM can
be a “hot button”, an emotional or logical
need, the want of something they don’t have.
We begin to uncover the DBM through the
asking of first, second, and third level
questions
The Discovery
• Strategies for Getting to Level Three
– Ask “why” questions
– Ask any question with the word “feel” in it
– Just listen. Listen so hard it hurts! The more
we listen, the more our clients will feel safe to
open up to us
The Discovery
• Questions you Must Ask
– Why are vacations important to us?
– How important are vacations to you on a
scale from 1 to 10?
– Do you see your vacations changing any in
the next few years?
The Discovery
• Find a Problem with Timeshare
Alternatives
– If you could change anything about your
current vacations, what would it be?
– If you could go anywhere in the world on your
dream vacation, where would you go? Why
haven’t you gone yet?
Self-Test
• What are the Ten Steps to the Sale?
• What are the two silver bullets?
• What is one of the rep’s functions?
• Why is it important to listen?
• What does DBM stand for?
• How do you uncover the DBM?