Get your day off to the right start with your own MORNING MEETING. A Timeshare Sales Tip of the Day and a daily blast of music for your enjoyment! Published Monday thru Friday.
REMEMBER: There are those sales reps and managers (including trainers) who believe that each time the rep explains a feature or benefit about a timeshare plan the rep should then follow up with a question (trial close and/or tie-down). Although that is often true, there are times when asking those questions is either not appropriate or they are asked incorrectly.
Take ‘Alex’, for example, a former car sales rep who is now in ‘the biz’. While explaining the exchange system Alex (using a random name here for illustration purposes) asks “Are you with me so far?”
In most instances the sales guest is likely to respond to a question like that simply by acknowledging that yes they ‘are’, and smooth talking Alex feels confident and continues on with the presentation thinking ‘they’ actually are ‘with him’.
What Alex doesn’t ‘get’ is that his question, in this example, was not only inappropriate but Alex is coming off like a mindless dunce by asking a question where, most of the time, the response is going to basically be the same from all his prospects.
I.E. People in general, and especially sales guests, don’t like confrontations and are inclined to be amiable, so naturally they’ll agree with Alex and his question has no sales value whatsoever (nor does the sales guest’s response). Or to put it another way, Alex’s question ‘stroked’ the prospect and the prospect’s response ‘stroked’ Alex right back!
Other examples would be for Alex to ask: “Do you see what I mean?” or “Do you have any questions so far?”; “How is this sounding so far?”; “Am I getting close to having a new client?”; “What haven’t I covered that is important to you?”
All those examples (and many more) are poor questions that will generate meaningless responses and then when Alex (or the T/O) comes in for the ‘kill’ and Bob and Mary aren’t budging Alex (or the T/O) will likely ask one more question: “What do I have to do to strike a deal with you today?”
When asking questions, what Alex needs to do is be more specific and ask his questions in such a manner that requires his sales guest to actually think for a moment or two before they pop-off with (e.g.) ‘oh, yeah, we’re with you’ or ‘yep, that makes sense to us’, etc.
For example, after explaining the exchange system Alex could ask: ‘Bob and Mary. Now let’s assume for a moment that you are already owners and vacation time is rolling around again and you’ve decided not to vacation at your home resort (here), and instead want to travel to Europe. Which countries in the exchange system would be your first and second choices?’ (and then shut up so the prospect can ponder and respond….)
Tie-down and trial close questions are extremely important but they must be controlled questions seeking a genuine and specific response so the rep, among other sales reasons, can actually determine the prospect’s ‘interest’ as well as how well they are absorbing (‘listening’) the information.
Unlike Alex, it is the timeshare rep who asks the right questions in the correct manner (and then listens carefully to the sales guest’s responses) who will be able to ‘gauge’ the presentation’s success each step along the way. And by doing so the savvy Timeshare Pro will laugh all the way to the bank.
TODAY’S VIDEO: System of a Down – Question (If you’ve never heard this group, give a listen…)
(To view ALL of the Morning Meeting sales tips and videos, click here.)