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to include such techniques as early-arrival systems that will allow our
greeters to recognize customers by name. They will be ushered into a
very relaxed and enjoyable area where they can embark on a brief,
entertaining overview as well as some refreshments, and within a
period of five minutes — they will be greeted by their sales teammember.
What materials do the sales professionals use
during the presentation?
Shulman:
We use a combination — in Maui in the private presenta-
tion areas, there are 42-inch flat screen tabletops, touch-screen, with
interactivity encouraged. Those same presentations are replicated on
tablets and can be used outside if someone chooses to go to the veran-
da. The tablets can also accompany the sales folks as they do their
walking tour.
We have a 130-foot-long (40 meters) wall tour in a corridor, which is
a lot of material — everything from a scale model of the building to a
very good depiction of all of the resorts in our club.
Stroeve:
Each sales broker has their own computer with high-
resolution monitors. In addition, we use flat-screens in the sales rooms
for visual appeal.
Brokers have full access to the Internet and company software to
use at their fingertips. We have used an interactive sales presentation
for more than seven years and are currently in the design process to
create a new proprietary version.
The company provides a plethora of content; however, brokers are
free to search for current articles and videos produced by many third-
party providers to enhance or strengthen their presentation and our
story.
Lemus:
We use touch-screen technology, iPads and tablets, and
smartphones. The sales representatives also have their own folder with
standard Villa Group paperwork materials and literature.
Gehrig:
We are migrating away from a lot of the old collateral. Team
members will be testing flat-screens where they will be using everything
frombrief credibility statements fromour owners to a much more engaging
way to define the value of own versus rent, to the very interactive iPad
with real-time booking reservations, and also the map of the world with
all of the Interval locations [The Globe, from the Interval Sales Tool Kit
app] that they can zoom in on.
Gennuso:
We have various Interval International materials, including
the iPad–based Sales Tool Kit, with Workspace and the ability for the
salesperson to bookmark their favorite STK features.
How is technology changing your presentation?
Stroeve:
Technology is allowing salespeople to use creative third-
party information to add value to their story. They search YouTube
videos produced by Vail Resorts or other media sources to justify why
ownership is the best alternative to lodging rental. Technology allows
us to display the use plan in an easy-to-understand manner, showing
seasons, residence size options, and how point overlays can be used.
Technology also makes the experience much more visual to enhance
the aesthetic showroom appeal and produces a wow factor to make a
more compelling story.
Lemus:
With the use of current technology, we have been able to
show live examples of how the membership can be used, which adds
a huge amount of credibility to our presentations. We believe it shows
our clients that we stay current with technology and, therefore, are
always looking to grow and enhance our program for our members.
Shulman:
It gives the flexibility to move around the presentation in
any way, shape, form, or manner that they choose. Whether it’s an
ownership justification purchase or demonstrating Hyatt Residence
Club or even going and getting into hyatt.com or IntervalWorld.com to
show dynamic movement within both of those organizations.
Does technology present any challenges to the
sales process?
Stroeve:
Technology has made the presentation more interactive.
However, we are very careful not to have it replace the one-on-one
relationship. It is simply a tool to wow the consumer and explain the
product in an easy-to-understand manner. Technology does not sell
the product —
people
do. But it does add an element of excitement
and visual stimulation.
Shulman:
It certainly adds some credibility, I believe. I think the most
important thing when you’re using a touch-screen tablet is to get the
customer’s eyes off the technology and back focused on the person
who’s presenting to them.
Gennuso:
We live in a tech world. We are careful, however, to make
sure we maintain the personal touch.
“Technology has made the
presentation more
interactive. However, we
are very careful not to have
it replace the one-on-one
relationship. It is simply a
tool to wow the consumer
and explain the product in
an easy-to-understand
manner.”
— David Stroeve