training manual update

SEQUENCE TO SUCCESS 1

“SETTING TOMORROW’SSTANDARDS TODAY”

THE PSYCHOLOGY OF SALESUNDERSTANDING THE PROVEN FORMULA

TO SUCCESS

SEQUENCE TO SUCCESS PRESENTS:

2 SEQUENCE TO SUCCESS

THE PROVEN FORMULATO SUCCESS


The Proven Formulato Timeshare Sales Successis to…

1. Establish ___________________________

2. Identify a ___________________________

3. Provide a ___________________________

4. Create _____________________________

5. Build a _____________________________

PSYCHOLOGY OF SALES


UNDERSTANDING THE COSTUMER’S MINDSET

PSYCHOLOGY OF SALES

O W N E R

URGENCY

SOLUTION

PROBLEM

CREDIBILITY

B U Y E R

S H O P P E R

PRE-SHOPPER


PSYCHOLOGY OF SALES

B U Y E R

B U Y E R

S H O P P E R

PRE-SHOPPER

SOLUTION

PROBLEM

CREDIBILITY


BUYER

A Buyer has found the right product.It’s not a matter of “if”It’s just a matter of “when”

A Buyer will purchase

• ______________

• ______________

PSYCHOLOGY OF SALES


PSYCHOLOGY OF SALES

B U Y E R

S H O P P E R

PRE-SHOPPER

PROBLEM

CREDIBILITY


PSYCHOLOGY OF SALES

SHOPPER

A Shopper initiates the sales process. A certain level of sales acceptance is there.They are not Buyers!

A Shopper needs to be sold. He is looking for a

• ______________


PSYCHOLOGY OF SALES

PRE-SHOPPER

PRE-SHOPPER

LEVEL 0


PSYCHOLOGY OF SALES

PRE-SHOPPER

A Pre-Shopper has been brought into the sales process through solicitation or some type of enticement. A certain level of sales resistance is there.

1. With a pre-shopper there is a lack of ________________.

2. There is no _____________ established.

3. They believe there isn’t any ___________.


NON-SHOPPER

NOTES:

_____________________________________________

_____________________________________________

_____________________________________________

_____________________________________________

_____________________________________________

PSYCHOLOGY OF SALES


THE KIRBYSTORY

®

PSYCHOLOGY OF SALES


PSYCHOLOGY OF SALES

CREDIBILITY

Is an impression of…

Trustworthiness

Believability

Competence

The result of establishing credibility…

Your customer will trust you and you will be able to create a bond with them.


PROBLEM

Is a circumstance or condition that needs to be changed.People purchase products to…

When you identify THEIR problem,You identify THEIR NEED!

• ______________________

OR

• ______________________

PSYCHOLOGY OF SALES


PSYCHOLOGY OF SALES

S H O P P E R

PRE-SHOPPER

NOW YOU CAN BEGINTHE SALES PROCESS!NOW YOU CAN BEGINTHE SALES PROCESS!

PROBLEM

CREDIBILITY


PSYCHOLOGY OF SALES

SOLUTION

Is the method or process of solving a problem.

The result of providing a solution…

Now you have converted them from a Shopper into a Buyer.

The solution is always ____________________

Youcannotpresentasolutionuntilyouhaveidentifieda

PROBLEM


PSYCHOLOGY OF SALES

URGENCY

Is motivation for people to take action when problems are painful enough or opportunities are enticing enough to justify making a change.

Without Urgency, the Buyer has no incentive to purchase…

____________________________

The result of creating urgency…

Is that the Buyer understands that to benefit from the solution, they must become an Owner “TODAY”.


PSYCHOLOGY OF SALES

O W N E R

URGENCY

SOLUTION

PROBLEM

CREDIBILITY

O W N E R

B U Y E R

S H O P P E R

PRE-SHOPPER


PSYCHOLOGY OF SALES

OWNER

A Buyer becomes an Owner when enough urgency has been created.

Because you created urgency, “Somewhere” becomes

• _____________________

and “Someday” becomes

• _____________________


PSYCHOLOGY OF SALES

BUILD ARELATIONSHIP

B U Y E R

O W N E R

S H O P P E R

PRE-SHOPPER

URGENCY

SOLUTION

PROBLEM

CREDIBILITY


PSYCHOLOGY OF SALES

SALE!

STAGES OFA SALE

PRE-SHOPPER

SHOPPER

BUYER

OWNER


I.T.T.INTERACTIVE

TRAININGTECHNOLOGY


When we clearly know “WHAT” it is that we want to accomplish and have enough reasons “WHY” we should,wewillfigureoutthe“HOW” to!

_____________________

_____________________

_____________________

INTERACTIVE TRAINING TECHNOLOGY

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R.P.M. STRATEGY


RESULT:Get into your ZONE & stay there!

PSYCHOLOGY:Tomaintainyourfocus,confidenceandcontrol.No matter who!No matter what!No matter where!

METHODS:“Life is 10% what happens to you and 90% how you deal with it”

Putting on your UNIFORM triggers entry into YOUR ZONE!

• FollowyourRECIPE!(powermove,music,memory,etc.)• VISUALIZEyourDEAL!• MaintainaBULLETPROOFattitude!• NOFEAR!• Stayconfident!• YouareUNSTOPPABLE!• AssumetheSALE!• Don’tletANYONEstealyourDREAMS!

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ZONE PREPARATION



My personal recipe:If you made a movie of your life, what would be the most exciting part of your movie?

RPM ZONE PREPARATION



Presentation sequence:

1.___________________________________________

2.___________________________________________

3.___________________________________________

4.___________________________________________

5.___________________________________________

6.___________________________________________

7.___________________________________________

8.___________________________________________

9.___________________________________________

10.__________________________________________

11.__________________________________________

12.__________________________________________

13.__________________________________________

14.__________________________________________

15.__________________________________________

16.__________________________________________

17.__________________________________________

18.__________________________________________

19.__________________________________________

20.__________________________________________

21.__________________________________________

22.__________________________________________



RESULT:Establish trust and build rapport with the guests.

PSYCHOLOGY:To lower the guests’ resistance and create a willingness to listen to you.

METHODS:“You will never have a 2nd chance tomake a GREAT 1st impression.”

• INTRODUCEyourselfwiththe“Yourresortgreeting”• AcknowledgeALLmembersoftheparty&gettheirNAMES.• BePROFESSIONAL.SMILE!• BREAKBREAD(eatbreakfast/snack)withthefamily!• LIGHTconversation(self-portrait).• Askquestionsinaconversationform–it’snotaninterrogation.• ThisisNOTthetimetoselltheproduct!• Determineifchild(ren)areAPPROPRIATEfortheFunCenter/Nursery.• Remember,RAPPORTISPOWER!

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WARMUP/DISCOVERY



IDEAS WARMUP/DISCOVERY

• Beavailableforyourtourimmediately.• Pickupyoursurvey.• Memorizetheirnamesandputthesurveyaway.• Greetyourfamilyinthelobbywithyourresortgreeting…• “GoodMorning!Welcometothe“Yourresortname”. My name is ___________, I’ll be your personal representative today.”• Invitethemtobreakfast.• Reserveatable.• Escortgueststothetable.• Putsurveyaway.• Rememberproperseating.Noping-ponging.• TheconversationisYOURresponsibilitywhileyou’rewarmingup. Carry the weight!• MakesuretodoyourDiscoveryQuestions.• Helpcleanupandgetreadytostart.• DecidewhetherchildrenareappropriatefortheFunCenter/Nursery.• Whenapplicable,takeoneparenttoFunCenter/Nursery.



IDEAS WARMUP/DISCOVERY

Self-Portrait

Jump-start the conversation with…Who?What?Where?When?Why?How?(Open-endedquestions)

•Areyouoriginallyfrom________________? •Howdidyouarriveintown?Didyouflyordrive? •Whocamewithyou? •WhenwaslasttimeyouvisitedOrlando? •Whereareyoucurrentlystaying? •Howlongwillyoubeintown?




RESULT:Lower tension by knowing the sequence of events of the presentation.

PSYCHOLOGY:To get the guest to listen to you with an open mind and continue to establish control.

METHODS:“Intent is the transition from fun and chit-chat to fun and business.”

• KNOWyourSCRIPT!• SayitwithCONFIDENCEandCERTAINTY!• ExplainEACHSTEPoftheprocess!• GetATTENTIONandAGREEMENTfromallmembersoftheparty!• KEEPITSIMPLE!• NOSELLING!

“It is not the quantity, but the pertinence of your words that does the business.”

- Seneca

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INTENT



IDEAS INTENT

Lead in questions: Have you been to a timeshare presentation before?• Where? When?• What week do you own?• How would you rate your experience there?•

TRANSITION:I don’t know what they did there, however let me explain what we’re go-ing to be doing here today.

Brief insight of who we are.• Survey.• Explain the program and how it works.• Go out and see the property.• After the model, come back here.•Breakdownfinancing.•

CLOSE:Of course you know this is a sales presentation and at that time, I will ask youtobecomeanowner.Pleaseunderstandthatanyincentivesofferedto you are only good while you are on tour with me TODAY! However, you are under no obligation to purchase. And whether you say, ‘yes’ or ‘no’ we will shake hands and part friends. Fair enough? (shake hands)



RESULT:Establish credibility to “Your Company”

PSYCHOLOGY:To continue to develop a level of trust necessary for the guest to make a comfortable buying choice.

METHODS:“Confidence in yourself and your company is integral to suc-cessful selling.”

• TRANSFER your BELIEF in the company!• BE ENTHUSIASTIC!• Be INTERACTIVE!• Stay in SEQUENCE – No Selling!

“You cannot earn their business,

until you earn their trust”

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CREDIBILITY



IDEAS CREDIBILITY

TRANSITION:Have you ever heard of Tempus Resorts? Well, to begin our presentation, letmestartoffbytellingyoualittlebitaboutourcompany.

•TempusResortswasfoundedinDecember1997.•Managementteamwithover100yearsofcombinedexperienceinthe hospitality industry.•April1998MysticDuneswaspurchasedfor$40million.•Ourcompanyhasemergedintooneoftheleadersinthehospitality industry.•Werecentlyopenedournewestresort-DunesVillage,whichislocated on the “Golden Mile” of Myrtle Beach’s Grand Strand.•Tempushasdevelopedstrongallianceswithworldwiderecognizedcom panies such as Universal Studios, Sea World, Busch Gardens and Disney World. •Andasaresult,over100,000familiesfromallovertheworldhavepur chased with us.

CLOSE: Today,youhaveanopportunitytoexperienceourflagshippropertyandsee why so many families chose to make Mystic Dunes their home away from home.



PRE-SHOPPERCREDIBILITY STAGE

PRE-SHOPPER

By establishing credibility, you have created a bond with them. Now their mind is open to making a

buying decision. However, they still believe

there isn’t any problemwith the way they vacation.

CREDIBILITY



RESULT:Uncover their deepest emotional reasons to buy and con-tinue to establish a bond.

PSYCHOLOGY:Tohelpanticipateobjections,findtheproblem,buildmore trust and continue to lower tension.

METHODS:“Bring to light the information we previously did not know.”

• You ALWAYS fill out the survey!• It is NOT an interrogation. HAVE FUN!• NEVER try to overcome objections!• NEVER sell during the Vacation Profile.• Expand with PRECISION QUESTIONS! (Who, What, Where, When, Why and How)• Go 3 questions DEEP!• LISTEN ACTIVELY!!• RESPECT and VALUE the speaker!• Distinguish their E.R.T.B.’s.

“No one ever listened themselves

out of a sale.”

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VACATION PROFILE



Why did you choose “Your location” for vacation this year?_____________________________

What time of year do you normally vacation? ________________________________________

How far in advance do you plan your vacation? _______________________________________

How many weeks a year do you vacation away from home? ____________________________

If money and time weren’t an issue, how many weeks would you like to vacation? ________

Where do you normally stay on vacation? Hotels Vacation Home * Vacation Ownership �

Others?

On average how much do you spend per night on accommodations$__________________

*Ownership info: _____________________________________________

How many more vacations do you plan on taking in your lifetime? � 20 30 40

From 1 to 10 how would you rate this vacation? ________________

Accommodations? _________________

What has been the best vacation you have ever taken? _________________

If I sent you on an ultimate vacation, sparing no expense, what would your top 3 destinations

be?

___________________________________________________________________________________

Accommodation? __________________ Activities? _________________ Cost? ___________

From 1-10, how important are vacations to you and your family? _______________

Why? ________________________________________________________________

Outside of an emergency, is there anything that would prevent you from going on vacations?

_______________________________________________________________________________

Family(Name&Ages):__________________________________________________________

Occupation:____________________________Occupation:____________________________

V A C A T I O N P R O F I L E



IDEAS VACATION PROFILE

TRANSITION: Nowthatyouknowalittlebitaboutus,letmefindoutaboutyouandhowyou like to take vacations.

Family: Names? Ages?

Occupation: How long have you worked there? •Big company? Number of people you work with?•Do you do anything on the side?•

1. Why did you choose “your location” for vacation this year? _____________________________________________________•Specialoccasionyouarecelebrating?•Besidestheparks,anythingelseappealingtoyouaboutthearea?

Who made the choice to visit Orlando this year?•How often do you come to Orlando?•

2. What time of year do you normally vacation? _____________________________________________________•Howfarinadvancedoyouplanyourvacation?•Whydidyouchoosethattime?•Doyoualwaysvacationthesametimeeachyear?•Howdoyounormallybookyourreservations?Internet,travel agent?•Whoisinchargeofmakingthetravelarrangements?



3. How many weeks a year do you vacation away from home? • Doyougoaweekatatimeorusethemtogether?• Howmanyweeksofvacationdoyoureceivefromyourjob?If money and time weren’t an issue, how many weeks would you like to vacation?

4. Where do you normally stay on vacation? Hotels House *Vacation Ownership Others?On average how much do you spend per night on accommodations $________________________• Doyounormallyusethattypeofaccommodations?• Whatdoyoulikethebest?Whatdoyoulikeleast?• Whenyoubookyourreservation,whatismoreimportanttoyou;price, location, or comfort?

* If they are an owner:• Whatweekdoyouown?Wheredoyouown?• Howwasyoursalespresentation?• Whichresort?• IsitaRCIorIIresort?• DeedandTitleorRighttouse?• Whatsizedoyouown?• Ifyoucouldgobackintime,isthereanythingthatyouwouldchange about what you own?5. How many more vacations do you plan on taking in your lifetime? 20 30 40 • If20;whysofew?• Whatwillpreventyoufromtakingmore?




6. From 1 to 10 how would you rate this vacation? ___________________Accommodations? ________________________• Whatwouldmakeita10(privacy,space,price,location)

7. What has been the best vacation you have ever taken? • Whatmadeitsospecial?_____________________________________• Whendidyougo? Accommodations? _______• Haveyougonebacksince?Ifnot,why?________________________8. If I sent you on an ultimate vacation, sparing no expense, what would your top 3 destinations be? _________________Accommodation?_____________ Activities? ______________ Cost? _____________• Haveyoueverbeentherebefore?Whathaskeptyoufromgoing?• Howsoondoyouthinkyou’llbeabletogo?• Whowillyoutravelwith?

9.From1–10,howimportantarevacationstoyouandyourfamily? __________________________________________• Why?• Whatwouldmakeita10? 10. Outside of an emergency, is there anything that would prevent you from going on vacations? ___________________________________ • IfNo,(continue)• Ifyes,(whatwouldthatbe)



RESULT:Get the guest to understand and agree that renting vaca-tion accommodations creates a problem.

PSYCHOLOGY:NO PROBLEM… NO SOLUTION!

METHODS:“Tact is the art of making a point without making an en-emy.” - J. Olson

• Point out the MONEY issues.• Have a family member do the numbers.• Create a financial problem using $100 per night.• Express their FINAL $ amount in thousands, hundreds, and ones (Fifty-eight thousand, six hundred and sixty five dollars)• Get STRONG COMMITMENT for vacation $ SPENT!

“Pain is the ultimate tool to shift a belief.”

- A. Robbins

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PROBLEM




IDEAS PROBLEM

TRANSITION:What do you think is the #1 reason people don’t take vacations? (Money)What will happen to your vacations as hotel/rental rates continue to in-crease?

• AccordingtoSmithTravelResearch,theaveragehotelroomcostis $103.64.• Averagefamiliesgoon30vacationsintheirlifetime.• Totalcostofvacationsover30yearspan.• Let’suse$100.• Oneweek=$700.• Equals$21,000withnoinflation.• Whataretheoddsofnoinflation?• USATodayquote,“Hotelshavepeekedintoeverycorner”….• Forourexample,we’lluse6%.• Soafter30yearsinsteadofspending$21,000,with6%inflation yourtruecostis$58,665.• Andwiththatmoney,whatdoyouget?Somethingthatlookslike this(pointtohotelroom)

CLOSE:I don’t know if you are going to spend $58,000. I don’t know if you are going to spend $78,000. However, do you agree that if you are going to continue to take vacations you are going to spend money?



LODGING COSTPER NIGHT

LODGING COSTPER WEEK

TOTAL LODGING COST OF THE NEXT 30

VACATIONS

...TIMES THEINFLATION FACTOR

GRAND TOTAL $58,665

6%

$21,000

$700

$100

P R O B L E M



PRE-SHOPPERPROBLEM STAGE

PRE-SHOPPER

SHOPPER

PROBLEM

CREDIBILITY



RESULT:Get the guest to understand & agree that the money they are spending is separate from their everyday responsibilities.

PSYCHOLOGY:Sotheguestwillnotusetheireverydayfinancialresponsi-bilities as a reason not to become an owner today.

METHODS:“You’re spending this money ANYWAY”

• Re-emphasize the money the guest will spend.• Have family cross off GRAND TOTAL (survey) & write ‘VACATION MONEY’.• Speak with certainty & conviction.• Get a handshake from everyone in agreement with the money they are spending anyway.

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VACATION MONEY



IDEAS VACATION MONEY

TRANSITION: Now that you have agreed you are going to spend money on vacation, let’s talk about that money for a minute.

• Whenyoucamehereonvacation,didyoucallthebankandsay,“I’m not going to pay my mortgage payment or car payment this month becauseI’musingthemoneyforavacation?(ofcoursenot)

• Wouldyoutakemoneyfromyourkid’scollegefundtobuysouvenirs while you’re here?

• Iftakingvacationswouldpreventyoufrompayingyourbills,putting your kids through college, or buying a new house, you wouldn’t be here right now. So let’s call it what it really is VACATION MONEY.

• (crossoutGRANDTOTAL&writeVACATIONMONEY).

CLOSE:So later when I ask you to become an owner, I won’t be asking you for the money you use for your household bills, only the money you are spending on vacation anyway. So if I’m not asking you for this money, please don’t use it as a reason for not purchasing today. Fair enough? (get handshake)



RESULT:Get the guest to choose the concept of vacation ownership as the solution to their new found problems.

PSYCHOLOGY:To awaken the guests’ interest and make them more re-ceptivetohearingthebenefitsofowningat“YourResort”.

METHODS:“Everyone buys on emotion and then uses LOGIC to justify the purchase.”

• Explain WHY vacation ownership instead of the others!• PRE-FRAME and ASK precise questions!• Build LOGIC to solidify the sale!• Remind the guest…”It’s a SIMPLE CHOICE!”• Use KEY WORDS like: simple, benefits, easy, opportunity.• You are NOT a TEACHER!• Know the product, AND don’t oversell!• Close each box.• REMEMBER, they cannot be sold on “YOUR RESORT” until they’re sold on the CONCEPT!• Speak about benefits (positive) then disadvantage (negative)

DO NOT MOVE ON UNTIL THE GUEST AGREES VACATION OWNERSHIP IS THE BEST CHOICE!

“The power of choices”

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CHOICE



IDEAS CHOICE

TRANSITION: Great! Now let’s talk about your vacation choices.

CHOICE 1–Stayhome.• Don’ttakevacations.Didyouknowthattakingannualvacationscan help relieve stress and help you live 7 to 10 years longer? It’s also important for family bonding, have you ever heard the quote, “Fami lies that play together stay together”? • Ifyouneverseemeagain,areyougoingtocontinuetogoonvaca- tion?(Good)CanIcrossthatout?

CHOICE 2–Rentaroom.Benefits:• Hotelsofferflexibility–don’thavetogotothesameplaceortravel the same time every year.Problem:• Don’thavecomfortsofhome,noprivacy,noequity.• Andafterspending$58k-$78k,howmuchmoneydoyouhaveleftover?• (Nothing),becauseyouarerenting. CHOICE 3 - Buy a vacation home.Benefits• Congratulations!• You’vesolvedyourrentingproblem.• Youtoldmeyouwouldlovetovacationin .• Buyahousethere.• Howmuchdoyouthinkavacationhomewouldcostyou?• Goodnews;DeedandTitle.Nomorerenting.• Youcanuseit,rentit,willit,sellit;anyequitybelongstoyou.


IDEAS CHOICE

CHOICE 3 (continued)Problem• Youdon’tvacationallyearlong,butyou’reobligatedtopayallyearlong.• Upkeepcost(maintenance,furnishings,taxes)• Samelocationeveryyear.• Gosomewhereelse,whatdoyougobacktodoing?(renting)• Didyousolveyourproblem?(No).

CHOICE 4 – Vacation Ownership“Buyvacationownership”;buyitfrommeheretoday.• Samehouse;exceptit’sdividedinto52equalshares.• Onlybuytheamountoftimeyouneed.• Insteadof100%price/2%usage.Youpay2%ofprice/100%usage.• Deed&Title.• Useit,willit,sellit,rentit.• Over2,400resortsinover75differentcountries.• YoucanvisitHawaii,Spain,etc.

CLOSE:Which choice do you think makes more sense for families to use for their vacations? (Exactly)




RESULT:To establish credibility to the Vacation Ownership industry.

PSYCHOLOGY:To make the guest feel more comfortable about purchas-ing Vacation Ownership.

METHODS:

• Make sure to point out the money they are going to spend anyway (on the survey).• Don’t forget to compare the flexibility, comfort, privacy of home and financial benefits to Vacation Ownership.• Show facts about the industry.• Point out the articles, Chicago Tribune and USA Today.• Speak with CERTAINTY and CONVICTION.

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VACATION OWNERSHIP



IDEAS VACATION OWNERSHIP

TRANSITION: Vacation Ownership is taking the same money you’re going to spend any-way,givingyouthesameflexibilityofahotel,thesamecomfortandpri-vacylikewholeownershipwiththefinancialbenefitsofadeedandtitle.

• 6.7millionownersfromover270countriesworldwide.• It’sa$9billioninternationalindustry.• 13.7millionpeopleareexpectedtopurchaseavacationownership villa within the next few years.• VacationOwnershipisthefastestgrowingsegmentofthetravelin dustry.• USAToday:“Theentryofmajorhotelcompaniesintotimesharede velopment has brought the business credibility and visibility.” • TheChicagoTribunesays:“…buyatimeshareifyouwantflexibility and variety.”• Quote:“Peoplewhoowntimeshareareauniquegroupbecause other people tell them not to buy, but they do anyway and they keep buying.”• Quoteforexistingowners:“AmongUSTimeshareowners,theyown the equivalent of 2 timeshare weeks.”• Owner’stestimony.• Ownershipisoneofthemainqualityfamilieslookforinthisproduct.

CLOSE:Why do you think 6.7 million families chose to purchase Vacation Owner-ship?



RESULT:Gettheguesttounderstandthedifferentoptionsweofferandtoconditiontheirmindthatthe3/3planisthebestvalue.

PSYCHOLOGY:So at the back-end, the guest believes that our price is an excellent value.

METHODS:

“THIS IS NOT THEIR TIME TO CHOOSE!”

• EXPLAIN the 2 bedroom/2 bathroom villa, its price, the maintenance share and the property taxes.• EXPLAIN the 3 bedroom/3 bathroom villa, its price, the maintenance share and the property taxes.• Compare the PROBLEM $ to the prices!• ALWAYS round the price to the hundreds• For only thirty-seven, six• Call maintenance fee, your maintenance SHARE• Use key words like: ONLY and JUST• KEEP IT SIMPLE!• LEAD the guest to the 3/3 plan! (2 for the price of 1)

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OPTIONS

“People buy when they think

the value is higher than the cost.”


IDEAS OPTIONS

TRANSITION:What does value mean to you?Let me show you the value of our units.

• Youcanbuya2bedroom/2bathvillatoday.• 1,500sq.ft.sleeps8.• Youcanbuya3bedroom/3bathvillatoday.• 2,000sq.ft.sleeps12.• Bothvillas,you’llownitforever/passesontoeverygeneration.• 3bedroomisuniquebecauseitisalock-off.• 2bedroomand1bedroomcondoputtogether.• Ifyouuseitalltogether,it’soneweekin3/3thatsleeps12orsplit into 2 weeks, 1 week in a 2 bedroom and an additional week in a one bedroom.• Get2weeksforthepriceofone.• Pricefor2bedroomisonly$29-9.• 3bedroomonly$37-6.• Sowhichprogramisourbestvalue?• Evenifyousplititas2weeks;onlypaymaintenanceandtaxesonce per year.

CLOSE:It’s simple, you’re already committed to spending $58,665 (show green sheet) and our prices top out at only $37-6. It’s not hard to see why so many families will be purchasing vacation ownership here today.




SHOPPERSOLUTION STAGE

PRE-SHOPPER

SHOPPER

BUYER

They are now sold on “Your Resort” as their choice. You have just con-

verted them from being a Shopper to a Buyer. It is no longer a matter of “if” they will own timeshare, but a

matter of “when”!

SOLUTION

PROBLEM

CREDIBILITY



RESULT:To lead the guest to make a ‘yes’ or ‘no’ choice at the end of the presentation.

PSYCHOLOGY:Help the guest understand why we must do businessTODAY.

METHODS:

“Eliminate ALL the MAYBE’S”

• Explain the MARKETING COST.• GIVE the ‘ON TOUR’ BENEFIT.• Express the ON TOUR BENEFIT.• Express the “TODAY’ only price in a condensed version.• LEAD the guest to the MONEY OBJECTION.• ANYTHING other than a ‘YES’, is a ‘NO’!• Eliminate the MAYBE!• Be decently BOLD!• MAKE EYE CONTACT. Get a FIRM handshake from all parties.

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URGENCY STATEMENT



IDEAS URGENCY STATEMENT

TRANSITION:Now the prices I’m showing you today, I don’t anticipate them changing in the next couple of weeks, however, remember at the beginning when I toldyouthatanyincentiveweareofferingtoyouareonlygoodwhileyouare here on tour with me, well let me explain why…

• 200families.• $90,000marketingperday.• Ifyouownedthisresortandinvitedthosefamiliesanddidnotpur chase. • Wouldyouinvitethemback?(NO)• Why?• SamereasonweratherearnyourbusinessNOW!• Tohelpyoumakethechoice.• OnTourBenefits15%discountonboth2and3bedroom.• 2bedroompriceanddiscount,makingyourTODAYonlyprice…• 3bedroompriceanddiscount,makingyourTODAYonlyprice… CLOSE:Sowhenwecomebackinside,I’mgoingtobreakdownthefinancingandaskyouforasimple‘yes’or‘no’.Ifyouseetheprogramasabenefitforyou&yourfamily,tellme‘YES’,ifit’snotaffordable,tellme‘NO’.Un-fortunately, anything other than a yes, I will have to accept as a ‘no’. Fair enough? (handshake)



B U Y E RURGENCY STAGE

PRE-SHOPPER

SHOPPER

BUYER

You are half-way therewith Urgency, you must now�

motivate them enough to takeaction TODAY or they

will not become Owners.

URGENCY

SOLUTION

PROBLEM

CREDIBILITY



RESULT:To solidify the logical reasons for the guest to purchase TODAY!

PSYCHOLOGY:Demonstratethebenefitsofowningvs.theconsequencesof renting!

METHODS:

“You can travel like the rich and famous and you don’t have to be rich or famous.”

• Point out the basketball, tennis courts and bikes on the way to the WATERFALL.• Link the PLEASURES of owning with VACATION OWNER - SHIP!• Pitch using FEAR OF LOSS!• Make sure to use survey to create pain of the money they are committed to spend on renting vacations.• BE STRONG! Don’t waiver in your conviction!

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RENT VS. OWN

“There is nothing in words.

Believe what is before your eyes.”

-Ovid


IDEAS RENT VS. OWN

TRANSITION: (As moving towards waterfall)From 1 to 10 how would you rate the program so far?.....What would make it a 10?....

• Onceyoubecomeanowner,youdon’thavetovisittheparkeveryday.• Visitingtheparkscanbecomeveryexpensive.• Freeamenitiestoallourowners,suchasbasketball,ping-pong,bicycles, swimming pools and miniature golf.(At the Waterfall)• Whydoyouthinkmostpeoplepreferredtoowntheirhomeinstead ofrentingforever?(Exactly)• Forthesamereasonpeoplehaverealizedthatforthesamemoney they are spending to rent a hotel room, they can own their accommodations forever.• You’vealreadychosentocontinuetotakevacationsandyou’regoingto spendthisamountofmoney(showgreensheet),solet’stalkaboutyour choices–

Choice #1• Let’ssayyouchoosenottobecomeanownertoday.• Vacationfor30years,savedallyourreceipts.• Howmuchofthatmoneywillyougetback?(zero)Choice #2• Let’ssayyouchoosetobecomeanownertoday.• After30yearsyoudon’twanttovacationanymore.• Sellyourvillatoafriendforthesameamountofmoneyyouputintoit.• Howmuchdidthose30yearsofvacationcostyou?(zero)• Evenifyousolditforhalf,whosemoneyisitnow?(mine)

CLOSE:Which choice makes more sense, continuing to rent or becoming an owner TODAY?




RESULT:Togettheguesttounderstandthebenefitsofhavingthegolf course on property whether the guest plays or not.

PSYCHOLOGY:So the guest will conclude the golf course will help their exchange power.

METHODS:

“A vacation lifestyle affordable to everyone”

• Moving ‘maintenance pitch’.• Pre-frame the clubhouse on the drive (clubhouse rules)• Move quickly! NO LOITERING in the clubhouse!• Stay out of the restricted areas.• Point out the quality of the clubhouse• Put them in the picture.• Get them excited about the vacation lifestyle.• When leaving the clubhouse –

*DO NOT speak about what they aredoing after the presentation or the gift.

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SPECIAL AMENITY

“Your ability to live your dreams may

be closer than you think”

- John C. Maxwell



IDEAS SPECIAL AMENITY

MAINTENANCE PITCH:Thesebuildingsareourfirstbuildings,howeverifIaskedyoutopickwhich one is the oldest, I bet you couldn’t do it.

• Thatisyourmaintenanceshareatwork.• Ourownershavementionedtousthatitmakesmoresensetopay maintenance and taxes towards their own property than to maintain someone else’s property.

(Asyouaredrivingtowardsthegolfcourse)• Yourmaintenancesharedoesnotgotowardtheupkeepofthegolf course.• Soifyoudon’tplay,youdon’tpay.

TRANSITION:This is “Special Amenity. One of the premier golf courses in the South-east USA. This is the quality you can come at “Your Resort”

• Fullservicerestaurantandbar.• Fullystockedpro-shopwitheverythingyouneedforgolf.• Contributionstoreputablecharities–MarchofDimes,AmericanCan cer Society, Armstrong Foundation for Premature Babies and United Way.



IDEAS SPECIAL AMENITY

(Veranda)

• Wespentover$15milliononthegolfcourseandclubhouse.• Mostofownersdon’tplaygolf.• Whywouldwedothat?• 2mainreasons…• Firstreason,doyouthinkgolfisapopularsport?• Forownersthatplaygolf,it’sanamenitytheylookforwardto.• Secondreason,forthosegolfersthatexchangeintoOrlando,whatis the1stthingtheylookforintheiraccommodations?(golfcourse)• Withthehighdemandofownersexchangingintotheresort,whatdo you think that does for your exchange power?• Doeshavingagolfcourseonyourpropertyhurtorhelpyourex change power?• You’llreceiveallthebenefitswithoutthecost.

CLOSE:Doyouthinkthegolfcourseonyourpropertyisabenefittoyouevenif you don’t play golf? (yes) What would you need to do today to begin takingadvantageofthesebenefitsandmakesureyourfuturevacationsbecome a reality? (purchase).



RESULT:To build more value to the property by showing the variety ofamenitiesandthebenefits.

PSYCHOLOGY:Continue to build value to the property, so the guest be-lieves the value out weighs the cost.

METHODS:

• Point out activities offered.• Cost savings example.• Test their temperature.• Put them in the picture.• Keep their attention on the property.

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PROPERTY TOUR CONVERSATION



IDEAS PROPERTY TOUR CONVERSATION

TRANSITION:(Leavingspecialamenity)“So let me ask you, what are your favorite activities to do while on vaca-tion?” (Great)

As an owner…

• Golfclinic• Familypoolsidebingo• Familycomedynight• Dive-Inmovie• MondaytoFriday,Ownersbreakfast

(“Breakfast for a family of 4 at Denny’s can cost upwards in the amount of $140.00 for the week. Imagine, just by having breakfast here at the resort before you head to the parks, you can use that money to buy souve-nirs, drinks, popcorn or cotton candy for the kids”)

• Mondaynightowners“Meet&GreetBBQ”• Karaokenight

(PassingtheSalesCenter)

CLOSE: (Temperature Test):From 1 – 10, after seeing what I showed you, how would you rate the pro-gram so far? What would make it a 10?



RESULT:Gettheguesttorealizethatbyowning,theyareguaran-teed to vacation every year.

PSYCHOLOGY:Because without a need for vacations, there is no need for your product.

METHODS:

“Life isn’t measured by the breaths we take, but by the mo-ments which take our breath away”!

• Point out the cabanas, BBQ, waterslide, and volleyball.• Remember to relate to the activities they are interested in.• PUT THEM IN THE PICTURE.

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GUARANTEED VACATIONS



IDEAS GUARANTEED VACATIONS

TRANSITION:Think about the last time you spent quality time with your family, how did it make you feel?

• Doyourememberearlierwhenwespokeaboutwhyvacationsare important?• Howtakingvacationswillstrengthenyourfamilybondandmake your life healthier?• Knowingvacationscanimproveyourlifeinallthoseareas.• Doyouthinktakingavacationisaluxuryornecessity?(necessity)

Earlier I asked you what do you think is the #1 reason people don’t take vacations, and you said money.

• Thosefamiliesoverthere,whatdotheyallhaveincommon?• Theyallhavebills,demandsandeverydaypressures;howeverthey are still on vacation.• Ayearago,theywereonapresentation,justlikeyou.• Hadtomakeachoice.• Chosetobecomeanowner.• Prepaidvacationshaveguaranteedtravelforever.

CLOSE:If you had your vacations paid for every year, would you go on them? What do you need to do today in order to guarantee a life time of vaca-tions for you and your family?


RESULT:Gettheguesttorealizethatfinanciallythebesttimetobuy is NOW!

PSYCHOLOGY:The guest will NOT come back and pay more for it later.

METHODS:

“There are no BE-BACKs! It is NOW or NEVER”

• BE STRONG! Get a COMMITMENT from all parties!• This is a GREAT CHANCE to create URGENCY!• PITCH using FEAR OF LOSS!• DON’T WAIVER IN YOUR CONVICTION!!• REMEMBER, its not a matter of “IF”, it’s a matter of “WHEN” they are going to buy!

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PAST, PRESENT & FUTURE


“How badly you’re bleeding will dictate

how fast you drive to the hospital.”



IDEAS PAST, PRESENT & FUTURE

TRANSITION:Now that we have talked about you becoming an owner, let’s talk about WHEN you should become an owner.“Your resort name” was started back in 1998. Just imagine if you were here in 1998 driving on dirt road and nothing on the property. Would you have bought? Why?

PAST SCREEN• Backthen1outof4familiespurchased.• Thosearethefamiliesyousawatthepool.• Theirvacationsareguaranteedforeverat1998prices.• Whodoyouthinkgotthebetterprice,thefamilieswhoboughtback in 1998 or the families that are buying now?

PAST SCREEN• Herein2000,we’vemadeimprovementstotheproperty.• Weonlyhad4buildings,yetpeoplewerestillbuying.

PRESENT SCREEN• Nowtodaywecontinuedtomakeimprovementstotheproperty.• Sincethosefamiliesboughtin1998,we’veadded…Tennis,Basket ball, Garden Pool, Miniature golf• Aswecontinuedtobuildmorebuildings,weaddedmoreactivities to enjoy, such as….Terrace pool, Courtyard pool, 18 hole champion ship golf course, Clubhouse with Steakhouse


IDEAS PAST, PRESENT & FUTURE

PRESENT SCREEN (continued)• Thefamiliesthatboughtin1998areenjoyingthesenewamenities without spending any more money.• Now,therewere3outof4familiesthatdecidednottopurchase.• Theyhadmanyexcuses,dogsick,catdrunk,etc….• Since1998,doyouthinktheystoppedtakingvacations?(NO)• Theycontinuedtotakevacationsandpayrent.• Eventuallytheyaregoingtopurchase.Allwaitingdidwascost them more money.

FUTURE SCREEN• Eventuallyyouaregoingtoownyourvacations.• It’snotamatterofif,it’sonlyamatterofwhen.

CLOSE:So, let me ask you when WOULD HAVE been the best time to purchase? (1998) You can’t go back and purchase in 1998. You missed that oppor-tunity. So your choices are to purchase today at today’s prices or in the future when it will cost you more. Financially, when is the best time to buy? (Today)




RESULT:Get the guest to conclude that “Your Resort” is where they want their vacation ownership.

PSYCHOLOGY:To put them COMPLETELY in the picture!

METHODS:

• Model Tour Sequence − Master Bedroom − Balcony − Living Room − Kitchen − 2nd Bathroom − 2nd Bedroom − Lock off

• Keep your family together, remember the sequence and maintain control.• Get commitment from all guests.• Put them in the picture.• Assume the Sale.

DO NOT BE A TOUR GUIDE!

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THE MODEL


IDEAS THE MODEL

TRANSITION:Remember earlier when you said it makes more sense to own your vaca-tions, well let me show you the condo that comes with your ownership.

(EnterVilla)Master Bedroom: (Privacy)• Doorhasalock.• Whatwouldthatmeantoyou?• Whenyoustayinahotel,doyougetthesamekindofprivacy?• Ifthiswasthetypeofaccommodationsyougotforwhatyouare paying to rent you’re hotel room, would you take it?• Well,justimagine,nomorehavingtodealwiththeinconvenience of the lack of space in a hotel room.

Patio: (Exchange)• Thisisyourdreamvacationpatio!• Today,Orlandooverlookingthegolfcourse,nextyear,onthewhite sandy beaches in Hawaii.

Living Room: (Quality time with family & Referral Program)• Whathappensonarainydayinahotelroom?• You’reforcedtoeitherstayinyourroomorsometypeofindoorac tivity.• Didyouplanthisvacationtostayindoorsthewholeweek?(Probablynot).• Onrainydays,watchdvd’s,playfamilygamesorjustrelax.• Doyouknowanyonethatwantstotravelthisway?• Whenyoupurchasetoday……



IDEAS THE MODEL

• FriendsandfamilystayhereatadiscountrateinourReferralPro gram.• Theywillbetreatedjustlikeyou,anowner.• Iwilltakecareofthem.• Whentheybuy,you’llreceiveupto500credits,youcanusetowards yourmaintenance,tax,ormortgage).

Kitchen: (Convenience and savings)• Thisisyourfullsizekitchen.• Nobodygoesonvacationtocook.• However,it’sbettertohaveitandnotneedit,thantoneeditand not have it.• Microwave–heatupleftovers.• Refrigerator–convenience.(Soda,lunchmeat)• Washeranddryer–don’thavetotakehomedirtyclothesoryou don’t have to for t at extra luggage on the airplane.• Ifyoutakealookatthispictureofatypicalfamilyeatingdinnerata restaurant.• Eatingatrestaurantscaneasilybecomeexpensive.• Byhavingakitchen,thatmoneygoesbackintoyourpockets.

Second Bathroom: (Time savings)• Don’thavetosharethebathroomwithotherfamilymembers.• Sleepinalittlelater.• Kidscanhavetheirownprivacy.



IDEAS THE MODEL

2nd Bedroom: (Hotel Comparison) • Whatdoesthisremindyouof?• IfIaskedyoutogivemeacheckfor$58,000withtheabilitytouse this room for 30 years, what would you tell me?• Unlessyouchangethat,thatisexactlywhatyou’redoingeachtime you check in and out of a hotel.• Youcaneitherspend$30,000andgetallthis(showcondo)or $58,000forahotelroomthatlookslikethis.Whichisbetter?

Lockoff:(2ndWeek)• Thisiseitheryour3rdbedroom/3bathoranotherweekofowner-ship.

Close:Ask the wife: What do you like best about the program? What do you like about the unit?Ask the husband: How would you use it?Askboth: Soyoubothseethebenefits?

Since you both like the program, both of you would use it, and you see the benefits,whywouldn’tyoubuyfrommetoday?




RESULT:Breakdownthefinancialstructure.

PSYCHOLOGY:So the guest will be receptive to the sequence of the drop.

METHODS:

• Reserve a table.• Offer beverages / restrooms.• Do not remove kids from the Fun Center/Nursery• Get necessary materials (4 proposals, pen, calculator, II book).• Do proposal numbers for a 3 bedroom/3 bath (unless family asks for the 2/2)• Use simple key words as “only” & “just” • Ask for the SALE!• Expect them to say “NO”.• Ask for the sale again!• Isolate a specific problem in the proposal (What’s not affordable?).• Don’t “telegraph” the drop.• Accept their “no”, shake hands and turn proposal sheet face down.

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PROPOSAL SET UP



IDEAS PROPOSAL SET UP

TRANSITION:While I’m working the numbers, why don’t you look through the directory andpickwhereyourfirstexchangewillbe.

• Purchasepriceofthe3bedroom/3bathis$37-6. (Showthefinancingtothevillasizetheyareinterestedin)• Ontourbenefitis$5,700.• Yourtodayonlypriceisjust$31-9.• 25%deposit–worksoutto$8,000.• Closingcostsare3%ofpurchaseand$75fortitleinsurance= $1,032.00.• $95makesyouamemberofTempusSelectandstartusingallyour benefits.• Yourtotaldepositis$9,127.• Togetyouramountfinanced,wededuct$8,000fromyourpurchase priceof$31-9.• Leavingamortgagedamountof$23-9.• Ourtermsare5yearmortgageat17¾%.• Makingyourpaymentonly$603.71.• Howwouldyouliketohandlethedeposit?Check,cashorcredit card?(Notaffordable)• Askagain…• Checkaffordabilityofmonthlypayment.

CLOSE:Sorry to hear that. This is the hardest part of my job. I wish everyone couldowntodaybutIunderstandnoteveryonecanaffordto.WellI’llaccept your no. Just so I know if I did a good job or not, if this would have beenaffordable,wouldyouhavebecomeanownertoday?(Yes)Great,then I did my job. Wait right here. I’ll be right back.



RESULT:Create a smooth transition from you to the manager.

PSYCHOLOGY:So the guest will be receptive to new information.

METHODS:

“Introduce new information…ASK for a new decision.” -Zig Ziglar

• Approach manager with greensheet and keep it positive.• Never pre-judge whether you have a deal or not. You never know.• Identify a specific manager and ask them to help. You must pick one!• Introduce the manager to table using first names.• Reconfirm (in front of the manager) with family, they would have purchased if affordable.• Do not raise tension.• Ask manager if there is anything he/she can do to help your family.• Let them Take Over!• Never justify or explain the manager drop!

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MANAGER SET UP

“A great salesperson is one who helps

others get what they need.”

- Z. Ziglar


IDEAS PROPOSAL SET UP

(Approachingthemanager)Hello,(T.O.),I’m(yourname).Canyouhelpmeout?(Yes)

(Introducingthemanagertotheguest)

• JohnandMary,thisis(T.O.).Iaskedhimtocomeoverhere.• JohnandMarytoldmetheylikedeverything.(Turntofamily)

CLOSE:As a matter of fact, and correct me if I’m wrong John and Mary…..(TurntoT.O.)theytoldmethatifthisWOULDHAVEbeenaffordable,theyWOULD HAVE purchased today. Theproblemisthatit’sjustnotaffordable.Canyouhelpus?




O W N E RURGENCY STAGE

PRE-SHOPPER

SHOPPER

BUYER

OWNER

Congratulations! By now, Urgency is strong

enough and the opportunityis enticing enough for them

to justify becomingan Owner, Today!

URGENCY

SOLUTION

PROBLEM

CREDIBILITY


RESULT:Create a smooth transition from you to the VSP representative.

PSYCHOLOGY:To assure that the guest had a positive experience and to offertheopportunitytoreturnto“YouResort”

METHODS:

“It ain’t over ‘til it’s over!” - Yogi Berra

• Get CLEARANCE from the manager BEFORE bringing the VSP representative.• STAY at the table WHEN POSSIBLE!• Introduce the VSP to the family.• Do Not telegraph the VSP program!• Do Not introduce the VSP rep as gift/ticket agent!• Do Not allow your physiology to change because it isn’t a sale!• NO PARTING COMMENTS! 45% of these future tours BUY!!!

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EXIT SET UP

“Test drive it before you buy it.”




IDEAS EXIT SET UP

TRANSITION:JohnandMary,thisis_______.He/SheisarepresentativefromtheDE-VELOPER and he’s/she’s here to close out your invitation.

CLOSE:Thank you for coming to see the presentation. I’m sorry things didn’t work out. I hope you enjoy the rest of your vacation. (Leave them on a good note & shake hands.)


TENMOST COMMON

PITFALLS TO AVOID

THE PSYCHOLOGY OF A SALESPERSON



10. Avoid….Focusing on the negativeDon’t spend your time inventing or reinforcing obstacles. If your tourdoesnotpurchase,don’tfixateonthem,STAYPOSITIVE.Lookat every green sheet as a new opportunity.

9. Avoid…Taking rejection personallyBeself-confidentandstrongenoughtodealwithrejectionprofes-sionally, not personally. It’s the end of the day, end of the week, end of the month, end of the year.

8. Avoid…Pre-judgingRemember, sales is a transference of feelings. Pre-judging will make you defensive and aggressive. You will see your tour as an adversary. It is not a contest. Your mindset should be, “I am here to help these people”.

7. Avoid…Overselling“If it’s too good to be true, it must not be true”. When you paint a picture that is unrealistic, you instantly lose credibility. It is okay to tell your family “NO” every once in a while.

6. Avoid…Not listening to your tourEvery family has a unique problem or concern. By doing all of the talking, you will never be able to identify it. You were born with twoearsandonemouth;youshouldlistentwiceasmuchasyoutalk! You must sell people in a way they feel comfortable. Without listening, you will never know the way.

TENMOST COMMON

PITFALLS TOAVOID


5. Avoid…Complicating a simple conceptKeep it simple. Having an indepth knowledge of your product is a great thing. You don’t need to teach your tour everything you know. If they have a question, it’s great to know the answer, but chances are…if they aren’t asking about it, it’s not important to them! If they are not asking any questions, they are not interested.

4. Avoid…Being sold by your tourIf you believe there is any reason for them not to buy from you, YOU HAVE BEEN SOLD! People buy needs, not wants. You change their needs by changing their perspective.

3. Avoid…Being fooled by a “LAY DOWN”Thebesttourtothrowyouofftrackistheonethat“ISHERETOBUY!”. It is very tempting to rush the presentation because you are afraidthatthis‘hot’tourwillcooloff.Skippingkeypartsofyourpresentation can be fatal to your sale.

2. Avoid…Selling Too SoonThere is a natural process to a sale. You want to assume the sale from the very beginning, but NEVER start selling before it is time. Any average salesperson will try to satisfy the customer’s curiosity. A GREAT salesperson will try to make them more curious!

1. THE NUMBER ONE PITFALL YOU ABSOLUTELY MUST AVOID…

__________________________________________________________

TENMOST COMMON

PITFALLS TOAVOID



Your Checklist forConsistency!

STICK TO THE FORMULA!

1. Focus on the positive.

2. Take rejection professionally.

3. See my tour as a friend whom I can help.

4. Make sure it’s not too good to be true.

5. Keep it simple.

6. I can’t be sold by my tour.

7. There are no ‘Lay Downs”.

8. Listen to my tour.

9. Start selling only when it’s time.

10. _________________________________



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S C R I P T I N G

training manual update

Documents

psychology of sales4

problemcredibility16

sales12 sequence

success presents

beginthe sales process

successbuyera buyer

matter of whena buyer

shoppera preshopper