General
"I'm walking into a meeting call me later"
"Sure, I don't need long & I have some amazing things to share about your package! Can I have two minutes to share those with you real quick?"
OR
"Hey, no problem, ____. Let me be clear you've already paid ($$) for this and I'm not here to sell you anything. Can I share what we have for you just real quick?"
You can absolutely use that trip whenever you want! The reason we're reaching out to you today is just on a promotional basis. We want to give you the opportunity to travel to unique destinations with top of the line accommodations. The best part is, you still have that other trip available for you to use at your convenience. I'd love to share what we have for you today! Would that be okay?
If a guest qualifies for every developer, which order do we pitch them in?
VGR, SIR, VG, OBR
Guest says they don't have a calendar with them
"No worries I have one right here in front of me I can be your personal calendar for you!"
*before recap the guest asks "How much are the resort fees & taxes?"
That depends on when you're traveling, do those dates work for you?
*if yes - $267.45.
*if no, move on to next date and find a date before telling cost!
We're not interested we already have travel plans this summer.
"I hear you ____. We're not asking you to travel any time soon! We're just running some specials for certain time frames. Can I at least share those with you and see if something would work for you?"
or
"I understand where you're coming from. The great news is I have some dates that are pretty far out. Let me at least share those with you- would that be okay?"
What company are you calling from? I don't remember purchasing anything with you.
My company is Monster Reservations Group. We partnered up with Book VIP/Booksi to help their guests get on vacation with more availability, access to better accommodations, as well as more destinations for you to choose from! So if I can get your profile up to date I can share what we have for you, would that be okay?
We've been to Mexico and don't want to go back
**destination paragraph on resort page**
Pitch Sept 3rd
No worries, I appreciate you letting me know that. I have another date that I know would be much better for you and this one is really exciting because Labor Day is a vacation classic! End the Summer season with a bang! I only have 4 check in's/units available and the date I'm talking about it September 3rd, take a look at that for me!
We didn't have to pay these on our first trip.
Hey ____ I get it. To be clear, this works a little differently than domestic travel. As you know when traveling domestically you are required to put down a $150 refundable deposit. Then you are responsible for resort fees and taxes when you get to the property. When traveling internationally we don’t require the deposit, we just take the resort fees and taxes up front to avoid any foreign exchange hassles for you, does that make more sense? Would you like to secure these dates with a Visa, Mastercard, American Express, or Discover today?
"I hear you ____. Just so you know I'm not calling to sell you anything. I'm actually calling you from the reservations department with some amazing things to share about the package that you already own. Can I share those with you real quick?"
(or one of the other 2 "not interested/not buying anything" rebuttals)
I'm not interested in doing anything
I hear you ___ Keep in mind we're simply reaching out to you about a promotion that is a complete add-on for you! This extra vacation is not going to affect the current trip you've already purchased. Can I at least share what we have for you?
We were told we can travel with 4 adults.
You absolutely have those options in your package! The reason we're reaching out is to share some availability at some exclusive 5 star properties, so these accommodations Monster will have you covered for 2 adults. However if you want to bring more than that you can definitely reach out to the resort once you get your confirmation and coordinate that with them! Is that fair enough?
We want to travel in December
*Control the calendar*
"We only have a few dates with availability I'm not sure if we have anything left in December but hop in front of your calendar for me so we can see what dates we do have that would work!"
I don't have money for that today can you call me back Friday?
Hey, I get that—no problem. The only reason we have to ask for that is because our owner inventory is limited. They hold that room for you and schedule someone to show you the property, and they just want to make sure you show up. Remember this is to ensure the smoothest possible check-in process for you. And I’m sure that makes sense, right? Great. Will you be securing that with a Visa, Mastercard, American Express, or Discover today?
This isn't one of those tours is it?
"It looks like you have options in your package that do not require a tour, but an all-inclusive resort will always be on a marketing stay. This is the trip that holds the most value by covering all of your food and drinks including alcohol. Does that make sense?"
I don't want to buy anything
I am not calling to sell you anything, this vacation is a gift to celebrate our partnership. At this all-inclusive resort, we cover your accommodations, your food and beverages including alcohol, live entertainment, and activities! The only thing you're responsible for as always are resort fees and taxes. I'm sure that makes sense, right?
We landed the guest on SIR and they ended up not passing FICO but do qualify for other developers...
“Alright (guest name), while I was building your reservation for (resort name), it looks like you may have traveled with the developer or one of their affiliates previously. Each developer and resort we use does have their own regulations when it comes to how often or if you can do multiple marketing stays with them. I do apologize but at this time it looks like I wouldn’t be able to send you there- BUT the great news for you is due to the inconvenience, my manager is allowing me to book one of our exclusive luxury resorts- and she’s said I can honor the same resort fees and taxes as the other resort for you! This resort is the definition of a dream vacation… *pitch value for new resort with excitement*”
I can't book anything right now we need to look into flights first
“I can certainly look into it for you. - - It looks like there are plenty of options and they are very reasonably priced! Again, we definitely don’t recommend purchasing anything with airfare until after you get the confirmation from the property directly. That only takes a few days, so let’s set it up and you can just call back if you need help with flights, fair enough?”
So if I have to reschedule do I get that money back?
“That’s a great question! Each of our resorts have different rescheduling policies. If these dates look good for you, I say we set them up. I will send you over to my verification officer and they will go over all of your options with you, before charging your resort fees, sound good?"
We want to go to the Bahamas
"I'm in the reservations department, today we're calling because we have some amazing specials going on for some specific resorts to give you the most value for what you've already paid! Can I share those with you real quick?"
OR other "domestic/dest we don't offer" rebuttal
OR
Well let me get your profile up to date and see what we have available! (Let's not share any destination or dates before the profile is filled out :))
Describe how Booksi/BookVIP works with Monster
ie- why are we partnered with them, what are in there packages, what is Downstreams goal with Bookvip/Booksi guests & why!
-Booksi/BookVIP sold guests a trip!
-They may or may not have taken that trip
-Monster partnered with BKS/VIP to fulfill their guests vacations! This means our GS is the same as BKS/VIP GS team
-We call them to give them an ADDITIONAL trip to celebrate our partner ship and to "plant the seed" of MRG to the guests who don't know about the partnership
We pulled the card for VGR and realized the guest will be too old to qualify by time they travel
"OK, (guest name) it looks like the availability for this resort on the promotion today has filled up. However! There is one more destination I have where I can pull some strings. Now this is one of our premier resorts and it’s availability is so limited usually it's at management request-only *pitch next resort value*”
What happens if we have to reschedule this?
“That’s a great question! Each of our resorts have different rescheduling policies. If these dates look good for you, I say we set them up. I will send you over to my verification officer and they will go over all of your options with you, sound good?”
I wasn't prepared for that just call me back another time or I'll call back in and book it when I have more time to process.
Well, (guest name), our properties were able to offer us some openings for guests like yourself who already have paid-in full packages. Which is why we are reaching out to you today! So remember if I can get you scheduled today, we can get you these amazing upgrades at no cost to you. And I’m sure you guys plan on taking the All-Inclusive trip you purchased at some point so setting it up today would simply give you the most value for what you’ve already spent. The availability is filling up so quickly I’d to see you miss out on what we have and remember, today we’d be getting you out to *Recap*... Can I go ahead and get this set up for you guys today?