Enrollment 2.0
Before offering enrollment, you should determine this about the guest.
What is whether the guest is already a member?
“Let’s get you enrolled today so you can start enjoying the benefits.” is an example of this.
What is an assumptive enrollment statement?
Asking “What brings you to Atlanta?” helps uncover this.
What is the reason for travel?
A guest says, “I’m not interested.” Your first step should be to do this rather than immediately ending the conversation.
What is acknowledge the objection and respond appropriately?
Every eligible non-member represents one of these.
What is an enrollment opportunity?
This should be identified so you can personalize the enrollment conversation.
What is the reason for the guest’s call or travel?
True or False: “Do you want to enroll?” is an assumptive enrollment approach.
What is False?
These questions help you learn more than a simple yes-or-no question.
What are probing or open-ended questions?
A guest says, “I don’t travel enough.” What should you connect your response to?
What is the guest’s specific travel habits and relevant membership benefits?
Finding out why the guest is calling helps you make your enrollment offer more ______.
What is relevant or personalized?
Instead of simply asking, “Would you like to join?”, use this approach.
What is an assumptive enrollment offer?
Complete the statement: “Since you’re not currently a member, let’s ______.”
What is “get you enrolled”?
Learning whether the guest travels for business, leisure, or both can help you do this.
What is personalize the enrollment offer?
True or False: Overcoming an objection means arguing with the guest until they enroll.
What is False?
Consistently making the enrollment offer is important even when the guest does this.
What is declines the offer?
The enrollment offer should feel natural by connecting the benefits to this.
What are the guest’s needs or reason for travel?
An assumptive enrollment offer should sound confident, natural, and this.
What is personalized to the guest?
Before presenting benefits, first understand what matters most to this person.
Who is the guest?
A successful objection response should be brief, relevant, and this.
What is guest-focused?
Besides the final enrollment result, associates should focus on consistently demonstrating these.
What are the correct Enrollment 2.0 behaviors?
This process encourages associates to consistently identify eligible non-members and confidently offer enrollment.
Create an assumptive enrollment statement for a guest who tells you they travel frequently.
“Since you travel often, let’s get you enrolled so you can start receiving benefits from your stays.”
A guest says, “I only stay at hotels a couple of times a year.” What should you do next?
What is connect the enrollment offer to benefits that are relevant to the guest’s travel needs?
A guest initially declines enrollment. Demonstrate how you would acknowledge the response and make one additional relevant attempt.
“I completely understand. Since you mentioned you have a few trips coming up, I wanted to make sure you had the opportunity to receive the benefits available to you.”
Name four behaviors that can help associates make every eligible call count.
What are checking membership status, discovering the guest’s needs, making a personalized assumptive offer, and appropriately overcoming objections?