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RESORTDEVELOPER.COM
vacation industry review
OCTOBER – DECEMBER 2015
What are your prospective buyers responding/not
responding to that is different from consumers in
the past?
Lemus:
Consumers these days are more informed than ever.
Therefore, the credibility of our product has to be evident. One of the
ways of achieving this is by displaying our material with professional
and striking visuals.
Stroeve:
Consumers today are more informed and educated. They
need to be invited to participate in the buying process instead of trying
to directly sell to them. Third-party information is crucial today to help
validate product expectations and combat other third-party noise.
Do you find that prospects are bringing their own mobile
devices to fact-check during the presentation?
Gehrig:
Oh, they are evaluating us all the time, whether actually sitting in
the sales preview center or driving home. People are checking constantly,
and it has a much more significant impact than even three years ago.
Gennuso:
Yes it happens in the sales process occasionally.
However, I believe most of the online fact-checking is done after the
sale has been made. We even have clients search before they arrive,
mostly about us as a company. Online reviews have become a critical
piece in our business today.
Shulman:
It’s infrequent that people actually fact-check during a
presentation. But there’s no doubt in my mind that they’re going to
check it out after the presentation. And, generally, people have come
into the presentation having done research.
Do you think that the importance of the salesperson-
to-prospect interaction has diminished or increased?
Stroeve:
Absolutely increased. The quality of the one-on-one rela-
tionship is vital today.
Lemus:
We believe that the salesperson-to-prospect interaction has
increased with the use of technology. The relationship that our sales
representatives build with our clients is the key to the client being open
to any kind of presentation material.
Gehrig:
I don’t know that technology changes the one-on-one rela-
tionship with the salesperson. I’ve seen incredible salespeople who
have nothing more than a pencil and a notebook. And I’ve seen good
salespeople with amazing armaments of technology. The salesperson
who really believes in the product and feels passionately about it will
outsell the sales team rep with all types of tech, 10 to one. At the basis
of everything, it is still an emotional decision.
Shulman:
I don’t think it’s either diminished or increased. I think it’s
remained the same. I still think the business has a little bit of nuance to
it. A good explanation and a good representation of how the product
works, whatever the use plan of the particular product may be — that’s
extremely important.
Gehrig:
The challenge with it will be to ensure that the sales team
14
TIMESHARE
TALK
Sales Center Essential:
A Really Good Tool Kit
“We’ve been using Interval International’s
Sales Tool Kit for over a year now, and we
wish we’d had it sooner,” says Shawn Oliver,
executive director for Spinnaker Resorts Inc., about
Interval’s multifaceted sales support system. Here’s
more of what Oliver had to say about the Sales Tool Kit
:
Did your sales professionals adapt easily to the new
process?
It was an incredibly simple transition for all of our team members.
The sales associates recognized it as an exciting new benefit.
Interval offered in-depth training at the resort, which really helped
the team utilize it in the best possible way.
How has the Sales Tool Kit changed your sales
presentation?
It has given us more credibility when talking about the benefits of
using Interval International. We have become more interactive, as
well as more engaged with our clients.
How are the prospects reacting to the tools?
Our clients seem to be more involved and really have fun with it.
The Sales Tool Kit enhances the interaction between the sales
representative and the customer for the better.
What components do you think have had the most impact
on results?
The Interval Exchange Tracker is by far the most used, most
impressive tool that gives so much input on all areas of what we do.
What are your favorite tools?
Interval HD [destination, resort videos, highlights, and how-to
videos], the unbelievable choices available at the touch of a screen,
and to see so many amazing resorts.
Have you been able to measure any change in activity
since using the Sales Tool Kit?
As we provide a better experience and add credibility, sales
increase. Thus, the Sales Tool Kit has definitely proved to be a
valuable part in our sales increase, year to year.
STK
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