DVC RESALES
DVC RESALES

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Old 08-24-2013, 11:57 PM   #31
bumbershoot
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Originally Posted by MoreTravels View Post



There are people with so much time....you were not a customer and you did not like his sales style, so what is the problem? Just turn around and leave then. Were you held against your will? Was the door locked?

Also, let me ask you to see it from the other angle about your complaint, if you are the business owner and you have a top sales person, generating for example, 50% of your sales volume whereas the rest of team each sells only 5-10%. Then you have some potential (ie, non-paying) customer complaining that person is "too pushy". What would you say?

Most business owners, whether ethically right or wrong, will say "tough but this is my best guy, if you don't like him, it's okay as long I like him for his top sales generation".

It's a different story if he used profanity or violent. As long as he was professional, I don't see the issue.
How do you know this guy is their top guy? You don't know at all.

They still have the potential to be a customer. This guy put them OFF of being a customer right now. This guy had a negative effect on them. Maybe they only needed a week to think and research (a knowledgable DVC owner is a good thing who bugs guides less often down the road except for when want to throw more money at DVC) and then he would have gotten those papers signed. Now that's not going to happen *with that guide* directly because of how the guy behaved.

If I ran a reputable business I don't want a guy just trying to get people to make emotional decisions so fast. I want truly happy customers. Business owners who are ok with the icky type of salesmen put me off. I do not want to provide revenue to them at all.

Our guide was as happy to sell to us when he did as he would have been 1.5 years before when we met him. Happier since we paid more lol.
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Old 08-25-2013, 07:01 AM   #32
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That is because I am a business owner and not on salary. I don't have any "entitlement" sentiment. I have many potential customers coming in complaining about our staff not answering our phone fast enough, when there are paying customers in our facility that need our attention right away. These complainers wanted to ask numerous questions and took a lot of time, but not leading to any revenue. I always tell myself, customer first, but you have to pay first, to be my customer. If you just want to voice complaints or be difficult, then too bad for you. The door is not locked.

I always remain professional on speech tone and greetings. However, I have no sympathy for crying babies.

This is how I feel if someone complains about my business staff / employees. Hey, they generated revenue for me but not the complainer. No soup for you!
I don't believe in the customer is always right idea, I believe there has to be a balance that cuts the deadbeats loose without losing good customers. As this issue applies to DVC sales, I think Disney and DVC in general have routinely been too slack on the complainers. We've seen a number of people over the years that seemed completely wrong (all we have is what they tell us) but DVC or Disney compensated them in some way such as returning points. I'd venture to say that around 80% of the people who start a complaint post here on DIS are at least mostly wrong. The problem we have is we weren't there and the nuances certainly come into play.


Part of the problem with the approach Disney takes is it is chaotic and inconsistent. One may get the world and the next may get nothing. I'll reference when those were moved from AKV concierge to SSR, some were compensated and most not. OTOH, those who simply lost animals on a savannah were often given too much. Anything over a refund of the difference between the 2 views was likely unreasonable. Or those that go and the pool is down and complain. I'd agree that a significant portion of people who post on such matters on DIS seem to approach things more from an emotional standpoint than a practical one. Personally, I look at both sides with a slant toward the company side and I believe I do so more from an objective standpoint than most. I also look at how a given issue compares the rest of the timeshare world. As posted this seemed to be small potatoes (again we weren't there).

When it comes to timeshare sales, Disney is a little different or at least they have been in the past (I believe they're changing). This type of issue happens routinely at other timeshares. In fact, as presented, I'd say this is more the norm. The harder sell can be done professionally and that's where I believe DVC should be. It does sound like he may have overstepped if the OP is a true representation and he was derogatory to the couple but the buy now, you need to do this, what's stopping you, keep pushing is normal and expected, IMO, even for DVC even if it's not been that way previously. The one area I'm not very tolerant off for timeshare sales, and it sounds like it did occur here, is being upset the person toured in the first place. Other timeshare companies generally offer incentives for the tour and do so routinely to those who have toured before including members. It's their decision whether to off an incentive or offer the tour to anyway. They can black list anyone they want and not offer the tour/compensation again.

One thing I've seen over the years (personally, in discussion and a lot of posts various places) is that some timeshare sales people feel the need to simply get nasty and personal once they see one is not buying. I've seen it enough to feel that either it's a sales technique which I can't figure out OR the industry attracts a certain element of crazy. I've asked a number of good sales people and related management about this very topic over the past 3-4 years and no one seems to think it's a sales technique though I'm still not convinced. The one thing comes to mind that they're purposefully trying to make sure some people don't tour again to improve sales percentages later. I feel they do far more harm than good though.
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Old 08-25-2013, 07:04 AM   #33
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How do you know this guy is their top guy? You don't know at all.
We don't but you do know that he'll almost certainly keep on with these type of approaches and if he's not producing, he won't last long. My point related to this issue would be that they'll overlook a lot IF he's a top performer. A rule in timeshare sales (and many others) is that if it's not documented (writing, video), it didn't happen.
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Old 08-25-2013, 08:32 AM   #34
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Originally Posted by MoreTravels View Post
That is because I am a business owner and not on salary. I don't have any "entitlement" sentiment. I have many potential customers coming in complaining about our staff not answering our phone fast enough, when there are paying customers in our facility that need our attention right away. These complainers wanted to ask numerous questions and took a lot of time, but not leading to any revenue. I always tell myself, customer first, but you have to pay first, to be my customer. If you just want to voice complaints or be difficult, then too bad for you. The door is not locked.

I always remain professional on speech tone and greetings. However, I have no sympathy for crying babies.

This is how I feel if someone complains about my business staff / employees. Hey, they generated revenue for me but not the complainer. No soup for you!
I have to agree with you in principle.

There is nothing I hate more than standing in front of a real person trying to get them to take my money, only to have them pick up the phone!! I will wait about 30 seconds before I leave. Car dealer lost a sale that way - and I told him why when he called later in the week trying to make the sale (I had just gone down the street and bought another brand).

That said, I don't think the OP's experience was typical or that the salesman was a particularly good one. If that were true, he/she would have noticed the customer's discomfort and changed his tactics.
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Old 08-29-2013, 10:02 AM   #35
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We haven't had that experience. Our original guide was Jenna, she was completely no pressure. We were so sad to hear she had left when we wanted to add on. Our new guide is nice, no pressure, answers all my questions but we just haven't clicked with him :/.

If I were you and interested in DVC still, I'd switch guides. Everyone on the board can offer recommendations . Sorry you had that experience!!
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Old 08-29-2013, 10:16 AM   #36
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We are buying a product, not a Guide.

The Guide might be low key, might be young, might be older, could be a man, could be a woman, may be pushy, it really doesn't matter. You will probably never see or talk to them again unless you want to buy another contract.

The Guide doesn't set the price or process the contract, they don't set up your account or load your points, so it doesn't really matter if you get along with them.

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Old 08-29-2013, 10:18 AM   #37
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Originally Posted by disneynutz View Post
We are buying a product, not a Guide.

The Guide might be low key, might be young, might be older, could be a man, could be a woman, may be pushy, it really doesn't matter. You will probably never see or talk to them again unless you want to buy another contract.

The Guide doesn't set the price or process the contract, they don't set up your account or load your points, so it doesn't really matter if you get along with them.

Bill
You're missing the point. The point was that the DVC guide was calling us stupid for not buying DVC then and there, which we were NEVER going to do. I don't care how awesome the product is (and I'm not sure DVC is all that great for our needs), nobody deserves to be treated like that.
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Old 08-29-2013, 10:44 AM   #38
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You're missing the point. The point was that the DVC guide was calling us stupid for not buying DVC then and there, which we were NEVER going to do. I don't care how awesome the product is (and I'm not sure DVC is all that great for our needs), nobody deserves to be treated like that.
I understand but there are jerks everywhere, and you aren't stupid so let him say what he wants.

Don't let a bad sales person turn you off to a product that may be a benefit to you.

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Old 08-29-2013, 10:58 AM   #39
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At least he didn't make you cry, like the sales manager of another timeshare place did to me. We were 'trapped' for 2 1/2 hours trying to get out of the place with the incentives they promised. What we learned from the experience there was to never ask questions or act interested in the product, or they think they have you. We really went in with no intention of buying but we were interested in how the points system works (unlike the week system) so asked questions. Big mistake.

OP, I am sorry you had a bad experience. Like others have said, if DVC is something you think can work for you, don't let one guy keep you from looking into it further.
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Old 08-29-2013, 11:22 AM   #40
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I would have gotten up and walked out as soon as the salesman called me "stupid". Would have gone right to the front of the lobby/greeting place and asked to speak to a supervisor. We have had a wonderful "guide" since 1997 (I don't think they called them guides then...). He has given us great advice and has never steered us wrong. Every time we are staying at one of our DVC's, there is always a message on our phone from him (complete with our first names, so only a semi-robo call) saying welcome home and give him a call if we have any questions (i.e. letting us know he's still there and if we want to add on, let him know).

I find it hard to believe that this guy has been with DVC for six years.....did that six years include 'sales' or just the kind of person that shows you around and then brings you to the seating area to wait for a salesperson? I am shocked that DVC would tolerate this type of behavior......how could it go unnoticed for six years? Maybe he just recently got promoted to "sales" from being a greeter or something.

I am curious as to how you came about doing the tour at SSR. I went once with my daughter when she was interested in AKV....but we could see BLT was being built. Our guide from '97 gave us good advice. Went again with husband when BLT "rooms" replaced the AKV at the SSR sales center. Our same guide helped us and again gave us good advice. We have bought some contracts through him and others through resale. I think we are done now...we have plenty of points.

I am so sorry to hear of this type of treatment. I wonder if others have complained to management about him.
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Old 08-29-2013, 12:55 PM   #41
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You're missing the point. The point was that the DVC guide was calling us stupid for not buying DVC then and there, which we were NEVER going to do. I don't care how awesome the product is (and I'm not sure DVC is all that great for our needs), nobody deserves to be treated like that.
They know the odds of you buying fall to a tiny fraction compared to buying on the spot. That's why they generally insist on both doing it together. No surprise they'd put pressure on you to buy there for a timeshare sales tour. And in spite of what some would like to believe, DVC is just another timeshare. As HM alluded to, this is lightweight.
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Old 08-29-2013, 01:35 PM   #42
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Originally Posted by disneynutz View Post
We are buying a product, not a Guide.

The Guide might be low key, might be young, might be older, could be a man, could be a woman, may be pushy, it really doesn't matter. You will probably never see or talk to them again unless you want to buy another contract.

The Guide doesn't set the price or process the contract, they don't set up your account or load your points, so it doesn't really matter if you get along with them.

Bill
I talk to my guide all the time! He likes to know what we have planned and gives us advice on things to do. I don't know if I would have bought in if it wasn't for him. But I'm a person who likes to ask a lot of questions And he was always happy to answer.
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Old 08-29-2013, 01:41 PM   #43
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They know the odds of you buying fall to a tiny fraction compared to buying on the spot. That's why they generally insist on both doing it together. No surprise they'd put pressure on you to buy there for a timeshare sales tour. t.
Well, then they should NOT market the tour as "absolutely no pressure."
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Old 08-29-2013, 01:56 PM   #44
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Well, then they should NOT market the tour as "absolutely no pressure."
You're right about that, but I think that really is DVCs intention. Nevertheless, they can't ensure that every single salesperson will abide by this at all times. That's why it is important to report cases where pressure is applied. I suspect this kind of thing is relatively rare, but if it becomes more common it would indicate a problem with the organizational culture.
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Old 08-29-2013, 02:00 PM   #45
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If I remember correctly, the "tour" and the "sales pitch" are two different elements. The tour for us was just that: a tour of the "fake" rooms. No pressure at all. It was our decision if we wanted to talk further with a sales person...the salesperson is the one that tries to explain the "points system", incentives (guess there aren't any for GFV) and finance options. I am curious as to how they marketed a "no pressure tour" to you. Did you stop at one of their kiosks at a resort or park? I am wondering what their "enticements" are this time around. During the selling of AKV, we received a couple of "super fast passes" for taking time out of our vacay to do the tour. We will be down there soon and am wondering if they are enticing people with just the free ice cream sundae. May stop there if we have a rainy morning or afternoon.

But again, anyone going to one of these "events" should expect some kind of sales pitch; however, being called stupid by ANY Disney employee should not be tolerated by management or visitors.
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