Call Monitoring Form
Name: 


  1. Transaction ID


  1. Queue 


  1. Did Guide open the call to establish Partner - Trust - Appreciation? 


  1. Did Guide acknowledge the Owner appropriately to efficiently maneuver conversation? 


  1. Did Guide fully verify the account to ensure Guide is speaking to authorized person? 


  1. Did Guide ask targeted questions with the intent to use the learned information to suggest/book a specific vacation experience? 


  1. Did Guide proactively provide clear, concise and accurate education on Club Handlings (Policy) and checked for understanding?  


  1. Did Guide motivate Owner to consider self-service options and learning resources? 


  1. Did Guide answer questions adequately and/or accurately AND Provided complete and accurate information? 


  1. Did Guide remain courteous and professional throughout the call? 


  1. Did Guide Sizzle/paint the picture/reinforce the experience and identify the emotional state based on discovery? 


  1. Did Guide use appropriate Sales Technique to maintain control of the direction of the conversation? 


  1. Did Guide utilize resources (IRIS/TRIP, Info Center, Owner Website, SharePoint, Chat)? 


  1. Did Guide create urgency to book early/now (Reservation/PPP)? 


  1. Did Guide use appropriate closing technique (Assumptive, Option, Suggestion, Urgency)? 


  1. Did Guide provide recap to positively reinforce action taken? 


  1. Did Guide offer After Call Survey? 


  1. Did Guide notate the account? 


  1. All Information Was Captured Efficiently 


  1. Owner Did Not Experience Difficulties Understanding the Guide 


  1. Guide Did Not Experience Difficulties Understanding the Owner 


  1. WIN
     


  1. OPPORTUNITY 





WynD Owner Services Training
Orlando, FL