JOB SUMMARY
Interact with prospective owners and first-time buyers over the virtual presentation and effectively use sales techniques to convert them into purchasers. Develop relationships with prospective owners by following up on referrals and leads. Cater the sales experience to the individual needs and preferences of each prospective owner and follow through with the sales contract process to ensure that all paperwork is completed accurately and efficiently. Maintain the customer relationship after the sale is complete to ensure continued satisfaction with the organization and to develop future business opportunities (i.e., referrals, additional sales).
CANDIDATE PROFILE
Education and Experience Required:
- High school diploma or GED; minimum 1 year experience in a similar position
- Proficiency in English (additional language required for certain positions)
- Incumbent is required to maintain an active and in-good standing professional Real Estate License where mandated by law
Preferred:
- One-year related experience
Successful Candidates Will Be Willing To:
- Work at night (occasionally)
- Must be willing to work weekends and holidays as required by business needs
JOB SPECIFIC TASKS
Building and Maintaining Customer Base
- Answers owner questions regarding use of properties and location amenities; makes recommendations given the background information obtained on the owner through discovery.
- Fulfills requests from owners or prospective owners regarding pricing, property maps, property descriptions, room locations, and portfolio/network information.
- Monitors contract processing to minimize rescission decisions, provide comprehensive owner assurance, and ensure timeliness of closings.
- Follows up on referrals from owners.
- Develops and maintains records on customer contacts and uses that information to support effective follow-up encounters.
- Contacts owners to monitor satisfaction, makes them aware of upcoming promotions, and develops business opportunities (e.g., reloads, referrals).
- Uses available Customer Relationship Management systems (e.g., Seibel, Universe) to maintain accounts of interactions and follow up with customers regarding purchases and contracting activity.
Giving Sales Presentations
- Discovers the needs of prospective owners through a series of questions/discussions and utilizes the information to customize the sales presentation.
- Explains the features and benefits of the Marriott Vacation Club Destinations product.
- Establishes trust during the warm-up, discovery, and intent statement and builds rapport with customers.
- Closes sales using the approved process.
- Practices and continues to develop and improve the sales presentation.
- Presents financing options as an approach to ownership.
- Presents to customers in a manner that effectively utilizes the elements of the sales process.
- Finalizes deals by signing paperwork and notarizing contracts.
- Follows up customer interactions with email, phone, or mail correspondence and facilitates the use of Vacation Ownership Advisor.
- Answers customers' questions regarding construction work, financing, maintenance, repairs, and appraisals.
- Uses, demonstrates, and/or coordinates virtual tour (eTour) software for guests.
- Prepares for daily appointments (e.g., review tour sheet, owner history, presentation details, etc).
Conducting and Managing Business Transactions
- Assures complete and accurate processing of documents pertaining to sales.
- Reviews details of contracts with prospective owners once they decide on purchase.
- Analyzes problems and formulates plans to overcome challenges of getting work done quickly with a high degree of quality.
- Thoroughly reviews loan applications and financial documents with the customer to ensure they are completed properly.
- Works with Sales Management to minimize cancellations, provides comprehensive owner assurance, and ensures timeliness of closings.
- Reaches out to and influences Every Other Year (EOY) owners to upgrade and maximize all reload opportunities.
- Completes button-up sheet at the end of each sale.
Providing Services to Others
- Responds to and monitors the resolution of customer and owner inquiries in a timely manner with accurate information.
- Leverages resources for providing service to customers and owners (e.g., Vacation Ownership Advisors) in an effective manner.
Other
- Demonstrates total understanding of the culture and processes of the organization.
- Manages time effectively to punctually attend daily team meetings, training sessions, and customer/owner appointments.
- Improves sales presentation approach through self-critique, practice, and lessons from the feedback provided by others (e.g., Sales Manager Coaches, Customers, Owners).
- Participates in formal training sessions offered by the management team.
- Maintains an awareness of current events (e.g., news, sports, pop-culture) and information on locations to enable customer relationship building.
- Assists in the development and mentoring of other Telesales Executives as requested.
- Understands and abides by state and federal regulations around all sales and/or marketing activity (i.e., Do Not Call Lists, State registrations, Exemptions, etc).
- Performs other duties as assigned.
COMPETENCIES, BASIC SKILLS, and PERSONAL CHARACTERISTICS
Leadership
- Adaptability - Maintaining performance level under pressure or when experiencing changes or challenges in the workplace.
- Communication - Conveying information and ideas to others in a convincing and engaging manner through a variety of methods.
- Professional Demeanor - Exhibiting behavioral styles that convey confidence and command respect from others; making a good first impression and representing the organization in alignment with its values.
- Problem Solving and Decision Making - Identifying and understanding issues, problems, and opportunities; obtaining and comparing information from different sources to draw conclusions, develop and evaluate alternatives and solutions, solve problems, and choose a course of action.
Managing Execution
- Driving for Results - Planning and supporting the development of individuals' skills and abilities so that they can fulfill current or future job/role responsibilities more effectively.
- Planning and Organizing - Gathering information and resources required to set a plan of action for self and/or others; prioritizing and arranging work requirements to accomplish goals and ensure work is completed.
Building Relationships
- Coworker Relationships - Interacting with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
- Customer Relationships - Developing and sustaining relationships based on an understanding of customer needs and action.
Learning and Applying Personal Expertise
- Applied Learning - Seeking out and making the most of learning opportunities to improve performance of self and/or others. Actively seeks and participates in learning activities; gains knowledge, understanding, and skill; applies knowledge or skill; welcomes performance feedback.
- Applied Business Knowledge - Evaluating market dynamics, enterprise-level objectives, and important aspects of the business to accurately diagnose strengths and weaknesses, anticipate opportunities and risks, identify issues, and develop strategies and plans. Aligning individual and team actions with strategies and plans to drive business results.
- Basic Competencies
- Job Specific Computer Skills - Using computer hardware and software specific to the job (e.g., MARSHA, PMS, SFA, NGS, Delphi, Point of Sale, HR technology).
- Mathematical Reasoning - The ability to add, subtract, multiply, or divide quickly, correctly, and in a way that allows one to solve work-related issues.
- Reading Comprehension - Understanding written sentences and paragraphs in work-related documents.
- Writing - Communicating effectively in writing as appropriate for the needs of the audience.
- Functional Job Family Competencies - Devising Sales Approaches and Solutions - Trying different and novel ways to deal with sales challenges and opportunities; taking courses of action or developing sales solutions that appropriately consider available facts, constraints, competitive circumstances, and probable consequences.
- Sales Virtual Presentation Facilitation - Ensuring that a virtual sales presentation serves its sales objectives; maximizing the productiveness of interactions by monitoring and building on customers' cues.
- Sales Ability: Persuasiveness - Using appropriate interpersonal styles and communication methods to gain acceptance of a product, service, or idea from prospects and clients.
- Sales Disposition - Demonstrating the traits, inclinations, and outlooks that characterize successful salespersons; exhibiting behavior styles that facilitate adaptation to the demands of the sales role.
- Supporting Sales Implementations - Supporting customers during the implementation of sales contracts; seeking and taking appropriate actions on customer feedback; taking responsibility for customer satisfaction and loyalty.
- Sales Opportunity Analysis - Understanding and utilizing economic, financial, industry, and organizational data; accurately diagnosing customers' business strengths, weaknesses, and key issues that can inform sales strategies and plans.
Marriott Vacations Worldwide is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture.
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