Customer Service
2018 IH Inventory
Things Managers Say
Closing Tips
Mixed Bag
100
Show your teeth and dial out. Customers can hear it in your inflection!
What is smile and dial?
100
This unit boasts 3 private bedrooms making it our largest in house unit.
What is Harbourtown at Seapines?
100
A little bit of talent and a whole lot of luck.
How does Ryan do it?
100
The discount provided through the membership compared to the best online price.
What is the member savings?
100
Receive 8% cash back upon completion of your trip.
What are Luxury Villas?
200
Don't just wait for the member to stop talking so you can make your next statement. Really listen to them and respond to their needs they are expressing.
What is active listening?
200
This property is located near a non-swimmable beach and does not charge a resort fee to our members.
What is Plantation Hale Suites?
200
It's on the share drive.
Where will Amanda tell you to find the answer?
200
Most sales don't happen because we don't ask for it.
What is the credit card?
200
Cruise Super Saver - Cruises starting as low as $782 for 2 adults.
What is the promo that went out today?
300
Repeat all booking details 3 times throughout the booking process including one last time before clicking the BOOK button.
What is the booking rule of 3?
300
What property is a new addition to 2018 IH inventory that features 2 units per week and teh Boot Key Bar and Grill on site?
What is Skipjack Resort Marathon?
300
It's a no-brainer?
How does Vipul feel about the deal?
300
Go into the call with the assumption that they are going to book now.
What is assuming the sale?
300
A 3 to 5 night getaway perfect for a long romantic weekend.
What is a Staycation Getaway?
400
How you leave your work space at the end of your shift is how you will come back to it at the start of your next day.
What is go home ready to begin?
400
This beach front property in the Palmetto state has 6 pools, Jacuzzi, lazy river, wet deck, 4 lighted tennis courts, bocce ball, basketball court, shuffleboard, game room and playground,3 Health Spas, nightly entertainment and on-site dining that our guests will never even need to leave while there.
What is The Myrtle Beach Resort?
400
I'm not going to let you leave at 19.
What does Rebekah say on Fridays?
400
Directing the flow of the conversation into what is available at a great rate vs. what the member is specifically asking for.
What is controlling the call?
400
RSIVsave10
What is our promo code to take 10% off our shore excursions?
500
All Marriott Employees are trained to do this, and we can incorporate this into how we interact with our members.
What is responding dynamically?
500
This property had a $30 million renovation in 2016 that will wow and entertain our members.
What is Holiday Inn Waterpark and Suites?
500
I need you to be a better version of yourself.
What does Tara say often?
500
Take advantage of booking additional travel components on every call.
What is up-selling?
500
Book by January 15 & Save
What is Spring Booking Savings Season?
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