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?