Timeshare owner update meeting
Sales Assessment Results
44
Needs Improvement
10 questions
Maximum score: 100
Completed in
Let’s cut to the chase: your performance on this test was underwhelming, and it’s time to step up. With an average score of 4.4, it’s clear you’ve got some work to do. You’ve shown some flashes of ability in consultative selling and urgency techniques, but those moments are overshadowed by a lack of empathy and solution-focused responses.
You seem to consistently miss the mark on engaging with prospects’ emotions and needs, often coming off as dismissive or overly casual. This is a major red flag. It’s not just about delivering information; it’s about creating a connection and demonstrating that you truly care about the customer’s concerns. You need to get comfortable with active listening and asking open-ended questions to uncover what your prospects really want.
I suggest you dive into the PASTOR Framework and the NEPQ Socratic style. Both will help you learn to empathize better and guide conversations more effectively. You need to shift from being transactional to being genuinely collaborative.
Here’s your coaching moment: objections are not roadblocks; they’re invitations to dig deeper and show your value. When a prospect expresses concern, take it as your chance to shine. Acknowledge their feelings, explore their needs, and respond with solutions tailored to them. Remember, it’s not just about closing the sale; it’s about opening a relationship. Now get out there and turn this around.
Question Breakdown
1.
3
/ 10Question:
"I'm not sure how this upgrade will really benefit my lifestyle right now."
Answer:
Actually there is no upgrade. In fact, there is no vacation time for sale at this meeting. It isn't even held by the sales team like most resort updates. We are strictly covering the recent audit and the new laws affecting your current program. Based on the audit, you should have been able to lower or eliminate your maintenance fees without upgrading, downgrading, or buying any more timeshare. We will explain it all in less than 1 hour & then send you on your way with a copy for your records. We have 3 times available next Wednesday.
Feedback:
The response fails to effectively address the prospect's concern about the benefits of the upgrade. Instead of clarifying how the audit and new laws can positively impact their lifestyle or current situation, it merely states there is no upgrade and shifts the focus to the audit details. This can come off as dismissive. The communication is clear, but it lacks a tone that builds rapport and engages the prospect's curiosity. There are no questions posed to explore the prospect's needs or to acknowledge their perspective, which would have demonstrated active listening. Additionally, no closing technique is employed to prompt action or interest in booking a time. Overall, while informative, the response lacks a solution-focused approach and fails to explore the value of the meeting for the prospect.
Overall, the response could be improved by incorporating empathetic language, offering to discuss how the audit findings could enhance their current experience, and encouraging dialogue to understand their specific concerns further.
2.
6
/ 10Question:
"With so many timeshare options, how do I know I'm getting the best value for my money?"
Answer:
Many owners have expressed that they have trouble getting their hands on a hard copy of their options. That's exactly what we are trying to accomplish. You deserve to have this in writing and you are not committing to anything at the meeting. It's simply a way for you to get all the details and make an informed decision. Would it be a crazy idea to show up for an hour next Wednesday to stay informed?
Feedback:
The response does a decent job of acknowledging the prospect's concern about value by emphasizing the importance of having options in writing, which aligns with the desire for informed decision-making. However, it lacks a direct address to the specific concern about ensuring the best value for money. The tone is friendly but could be more assertive in communicating the unique benefits of attending the meeting. The closing question is engaging but could be refined to further emphasize the value proposition. Overall, it could benefit from a more structured approach to highlight the value clearly and directly relate it back to the customer’s concern about options.
Consider incorporating a question that explores the specific values or features the prospect is looking for in their timeshare experience, which would demonstrate curiosity and enhance the collaborative approach.
3.
4
/ 10Question:
"What if I can't afford the monthly payments with my current budget?"
Answer:
If you are struggling to pay your fees, then can't afford not to be there next week. It will be well worth an hour of your time..
You will get $75 cash and $50 gas voucher just for attending! Based on the audit, you should be able to lower or eliminate your maintenance fees. This can be done without purchasing a travel club or selling your timeshare. Next Wednesday we will be in your area explaining to the owners what their options are and you will get this all in writing. Would you need an earlier time or one of the later ones?
Feedback:
The response attempts to address the concern about affordability but falls short in empathy and understanding. It doesn't effectively acknowledge the prospect's financial situation or offer a tailored solution. The incentives mentioned could create interest, but the overall tone may come off as dismissive and transactional rather than consultative. Additionally, asking about timing is a good move, but it lacks a deeper exploration of the prospect's needs. Instead of emphasizing the urgency to attend, it would be more effective to validate their concerns and explore potential solutions that align with their budget. Overall, the approach could benefit from a more collaborative tone and a focus on genuine support.
The score reflects the need for improvement in addressing the objection with sensitivity and a solution-oriented mindset.
4.
7
/ 10Question:
"I’ve had a bad experience with my last timeshare; why should I trust this one?"
Answer:
We are not selling timeshare. We are simply educating owners on the latest changes and answering their questions. You already own the timeshare, but it looks like you qualify to reduce your maintenance fees without needing to upgrade or downgrade or sell it. You will receive the information in writing, dies that help it seem more trustworthy?
Feedback:
The response effectively addresses the objection by clarifying that the meeting is not a sales pitch for a timeshare but rather an informational session. This approach aligns well with a consultative selling technique, as it focuses on educating the customer. However, the initial statement could have acknowledged the prospect's bad experience more empathetically, which would enhance active listening and build rapport. The offer to provide written information is a good attempt at adding trust, but it lacks a follow-up question to explore how the prospect feels about the trust issue further. Overall, while the response is on the right track, it could benefit from a deeper exploration of the prospect's concerns and a more collaborative tone.
Score: 7
5.
4
/ 10Question:
"Can you show me how quickly I can see a return on this investment compared to my current option?"
Answer:
Yes, our directors will explain exactly how much reduction can be applied to your current maintenance fee during the short 1 hour seminar next week. Many owners have discovered they were even able to fully eliminate their fees! I hope this saves you some money on that bill! If you get a survey at the end, I appreciate any good marks if you feel we earned it by then, see you there!
Feedback:
The response attempts to address the objection by mentioning a seminar where directors will explain potential savings. However, it lacks specificity regarding the actual return on investment and does not provide concrete figures or comparisons, which are crucial in addressing the prospect's concern. The tone is friendly but somewhat casual, which may not align with the seriousness of the investment discussion. Moreover, it misses an opportunity to ask follow-up questions to further explore the prospect's current situation or needs, which would demonstrate active listening and curiosity. Overall, it feels more like a promotional invitation than a direct answer to the objection. A more effective response would include specific data or examples of returns and pose questions to engage the prospect further.
6.
0
/ 10Question:
"I'm concerned this will require a lot of training for my family to adapt to the new system."
Answer:
Dumb question. Next please
Feedback:
Your response is not only dismissive but also unprofessional. Addressing a customer's concern with such a flippant remark can damage the rapport and trust needed in a sales conversation. Instead of brushing off their concern, you should have acknowledged it and offered reassurance or a solution that highlights the ease of transition and support available. Remember, objections are opportunities to engage and provide valuable information, not to shut down the conversation. Aim for empathy and understanding to enhance customer relationships.
7.
7
/ 10Question:
"Honestly, I'm just not feeling a sense of urgency to make a change right now."
Answer:
I understand you get invited to updates regularly & they all sound the same. However, this one is unique because it is the only one that is not held by the sales team. These options can be taken off the table at any time, so it would be best to take advantage while they're still being offered. In fact, if you had been able to attend last time, you could've gotten back up to 100% of your original purchase price & keep your timeshare. That option expired, as will this one. Action takers will be grateful they took the initiative after saving money on their bill. We have 3 times next Wednesday. Can I tell you where it's being held in your area?
Feedback:
The response effectively addresses the objection by highlighting the uniqueness of the meeting and the potential loss of opportunity if they don't act. It communicates urgency without being overly aggressive, which is crucial in the timeshare industry where prospects may be hesitant to commit. However, it could benefit from a more empathetic tone, acknowledging the prospect's feelings more deeply before providing the rationale. Additionally, asking a follow-up question to further explore their hesitations could enhance the discovery process. Overall, the closing technique is solid, offering specific times for the meeting.
Improvements:
1. Acknowledge the prospect's feelings more empathetically.
2. Ask a question to uncover any underlying reasons for their reluctance.
3. Add a personal touch or testimonial to build trust.
Score: 7
8.
6
/ 10Question:
"What if my friends don't want to join in on this new timeshare with me?"
Answer:
Unless they are owners on the deed, they do not need to attend an owner meeting. You can sort out if they want to vacation with you another time, but don't miss this if you want to reduce your existing bill. We have 3 times next Wednesday. If one if them works for your schedule, we can send you a text invitation & you'll get a reminder call the day before.
Feedback:
The response effectively addresses the prospect's concern by clarifying that their friends are not required to attend the owner meeting. However, it lacks a strong emotional connection and fails to acknowledge the potential feelings of isolation or concern that the prospect may have about their friends not being involved. A more empathetic approach that explores the value of sharing experiences with friends would enhance the response. Additionally, while the offer for scheduling is good, it could be more compelling by emphasizing the benefits of attending the meeting beyond just reducing the bill. Overall, while the communication is clear and includes a closing technique, it could benefit from a more solution-focused and collaborative tone.
Score: 6.
9.
5
/ 10Question:
"I'm worried about how this will affect my financial stability in the long run."
Answer:
So are we. The market research shows that owners are walking away from their timeshares due to rising fees. The resorts are currently under a lot pressure to make visiting the resort easier & more affordable for their members. Based on the audit, you should've been able to reduce or eliminate your maintenance fees without buying more vacation time or selling your timeshare. You can get this in writing at next week's meeting. We have multiple times available Wednesday or Thursday.
Feedback:
The salesperson's response acknowledges the prospect's concern about financial stability, which is a good start for active listening. However, instead of providing reassurance or exploring the implication of their worry further, the response seems to pivot too quickly to data and scheduling the meeting. This could come off as dismissive. A more effective approach would have included asking open-ended questions to further understand the prospect's specific fears, perhaps offering tailored solutions that align with those concerns, and showing empathy. Closing by offering time slots is appropriate, but it could have been more compelling if tied back to the prospect's financial concerns. Overall, the response lacks depth in exploring value and building a collaborative rapport.
Score: 5
10.
2
/ 10Question:
"How do you address concerns about the environmental impact of the timeshare properties?"
Answer:
That is a great question for the directors hosting the event. Unfortunately it is above my pay grade. I am just a temp doing the scheduling. I understand the resorts are under a lot of pressure to raise awareness for issues such as these
Feedback:
The response fails to effectively address the concern about the environmental impact of the timeshare properties. Instead of acknowledging the objection and providing some insights or directing the prospect to relevant information, the salesperson deflects responsibility, which can come off as unhelpful. A better approach would have been to engage more actively by either sharing what the company is doing about environmental concerns or suggesting that the prospect voice their concerns during the meeting. The tone appears dismissive rather than collaborative, and there is no attempt to explore value or build rapport. Overall, this response lacks the necessary engagement and solution-focused approach expected in a sales context.