High Pressure Sales Pitch for DDP

[ClarabelleCowFan]

Wow. Just got off the phone with a CRO to book a room at Pop for another guest that is going on to WDW for Labor Day weekend when we are and the CM asked if we wanted any tickets or dining packages. I stated the guests were AP holders and didn't need tickets so she said that they have an "amazing dining program where you save 30% to 40% off of all of your meals!" and wanted to know if she should add that to the package. I told her no thanks that they did not want any of the dining plans. She seemed incensed and asked "well, may I ask WHY you don't want to SAVE 30% to 40% on your dining experiences?"

I was taken aback a bit but responded and asked her why a Disney CM was acting like a used car salesman with a high pressure sales pitch for the dining plans!

She had no answer for that but then offered to make any dining reservations and I assured her we didn't need any help with that since we had made those months ago attached to our DVC reservation.

Are the CMs on some sort of bonus or contest right now for booking DDP to room only rates?

 

[redzinner]

Are the CMs on some sort of bonus or contest right now for booking DDP to room only rates?

They are constantly under pressure to meet monthly quotas for everything.
That's why there is such a huge turnover in that department.

 

[TheRustyScupper]

They are constantly under pressure to meet monthly quotas for everything.
That's why there is such a huge turnover in that department.

1) YouBetchYa.
2) If they miss four monhly quotas in a year, they can be terminated.
3) That is als why they get you of the phone FAST, if
. . . you are simply changing something
. . . yuo are just askig questions
4) There is no revenue if they are not selling !

NOTE: If they make their quota, they can make double their hourly pay in bonus. So, not only do they need to sell to keep their job, but to make more money.

 

[TDC Nala]

I've definitely heard that reservation agents have been hard-selling the dining plan.

You can't add DDP to a room-only reservation, you've got to make it a package to do that. Disney would rather you book a package. Then you have to pay your package off 45 days before arrival instead of waiting until you get there to pay the balance.

A dining plan is also another method Disney uses to tie you to Disney property so you'll be less inclined to go check out Shamu or Harry Potter.

 

[ClarabelleCowFan]

I've definitely heard that reservation agents have been hard-selling the dining plan.

You can't add DDP to a room-only reservation, you've got to make it a package to do that. Disney would rather you book a package. Then you have to pay your package off 45 days before arrival instead of waiting until you get there to pay the balance.

A dining plan is also another method Disney uses to tie you to Disney property so you'll be less inclinded to go check out Shamu or Harry Potter.

The room was booked on a military rate with AP holders in the room so they would have added the DDP to the room without a ticket package purchase (I don't remember if it is the military or the AP part that lets you get the DDP without the tickets).

I just have never had the hard sell on the DDP before and was honestly shocked when I heard it. When a guests says "no thanks" then that should be the end of the discussion.

 

[TDC Nala]

No, they'd still have to book a package to get a dining plan and pay it off 45 days ahead - it'd just be a ticketless package, not a room only. They do the same thing for AP holders. DVC members are the only guests who can add a dining plan without a package.

 

[Boardwalk33]

I'm glad you brother this issue to the surface. One thing Disney doesn't have to do is sell things. Disney sell itself and the CM probably should be a CM. Shame on Disney putting pressure on CM to meet numbers. Do they not realize we are still in a recession!

 

[Kiwini]

I had the same experience - I had called to change room type, and immediately got the hard sell on getting a dining plan - as in "why on earth wouldn't you be smart enough to get a dining plan added to your vacation." After several attempts to say no, I finally said - so is it free? After about 10 minutes of her trying to figure it out based on our trip dates, she finally said no. A total waste of time. I should have been able to change my room type online, and if I had to do it by phone, it should have been in and out. Walt Disney was always looking for a way to "plus" the experience. This time they found a way to "minus" my Disney experience.

 

[ClarabelleCowFan]

No, they'd still have to book a package to get a dining plan and pay it off 45 days ahead - it'd just be a ticketless package, not a room only. They do the same thing for AP holders. DVC members are the only guests who can add a dining plan without a package.

Well we are DVC members and were the ones booking the room so that may be why she offered the DDP without the tickets but she did specifically mention it being because the guests were AP holders.

I was just so shocked at the attitude she gave me about WHY didn't I want to book the dining plan and save 30% to 40%. I'm a former CM and I know everyone has good and bad days but I have never had any type of belittling sales pitch thrown at me like this from Disney - not even when we bought DVC!

That whole part of the conversation just struck me as odd coming from Disney. I actually went online to make an ADR for our November trip and there was a flashing banner about the dining plan could save you 20%. Maybe the CM had some super secret other plan that would save me twice that.

 

[TDC Nala]

I mean DVC members booking on points through Member Services don't have to book a package. Anyone booking a room through CRO will have to book a package to get DDP, with tickets or ticketless. You still get DDP, you don't have to buy tickets, but the deposit, payment, change and cancellation policies are the stricter policies of packages. Disney gets your money sooner with a package than they might with a room only reservation, and you have less time to cancel without penalty, which is good for them.

I would have either asked for this CM's supervisor or taken the survey after the call to mention that I don't expect to be quizzed about why I might decide to decline the dining plan.

 

[bytheblood]

The spiel is bull - you can save up to 20%. You can no longer save 40% on the DDP.

Disney CMs are required to push to upgrade your reservation if possible. I have had some get pissy with me over not upgrading my room (moderate) to a preferred location or a waterview.

 

[ClarabelleCowFan]

I mean DVC members booking on points through Member Services don't have to book a package. Anyone booking a room through CRO will have to book a package to get DDP, with tickets or ticketless. You still get DDP, you don't have to buy tickets, but the deposit, payment, change and cancellation policies are the stricter policies of packages. Disney gets your money sooner with a package than they might with a room only reservation, and you have less time to cancel without penalty, which is good for them.

I would have either asked for this CM's supervisor or taken the survey after the call to mention that I don't expect to be quizzed about why I might decide to decline the dining plan.

Gotcha. We usually book the DDP for ourselves when staying on points but our friend doesn't need the DDP just for their stay.

You are right, though - I should have asked for the CM's supervisor at the time. I was pretty annoyed with the whole exchange. I'll be sure to mention the whole encounter to my CM friends (some are higher up in management) and let them know what a turn off it is to guests.

The spiel is bull - you can save up to 20%. You can no longer save 40% on the DDP.

Disney CMs are required to push to upgrade your reservation if possible. I have had some get pissy with me over not upgrading my room (moderate) to a preferred location or a waterview.

When we personally book the DDP it is more so of a budget planning tool than a money saver for us. We used to keep track and we would always end up saving money but honestly if we were paying OOP we wouldn't be getting the big meals and dessert at every meal. To each his own but to have someone try to criticize me for not selecting to book the dining plan ticks me off.

 

[Petraman]

The spiel is bull - you can save up to 20%. You can no longer save 40% on the DDP.

Disney CMs are required to push to upgrade your reservation if possible. I have had some get pissy with me over not upgrading my room (moderate) to a preferred location or a waterview.

It's nice to see that as a DVC owner, I still have at least one perk.... they never try to upsell me

 

[TDC Nala]

It's nice to see that as a DVC owner, I still have at least one perk.... they never try to upsell me

They always ask if I want the dining plan but when I say no they don't say "fer goodness sakes, why not?" or anything like that. But then Member Services isn't under any orders to try and upsell add-ons, they've already got our money.

 

[ClarabelleCowFan]

It's nice to see that as a DVC owner, I still have at least one perk.... they never try to upsell me

We are DVC owners but we were booking a cash room for our friends. I have booked rooms on points and had the CM never once ask me if we wanted the dining plan. Guess I was spoiled!

They always ask if I want the dining plan but when I say no they don't say "fer goodness sakes, why not?" or anything like that. But then Member Services isn't under any orders to try and upsell add-ons, they've already got our money.

Yes they do! And they get more and more from us every year with APs, dining, dues, souvenirs, etc...

 

[mousefan1972]

I'm sure it depends on the CM you happen to get. I called yesterday to book a last minute Labor Day weekend trip. We are also DVC members, but are paying cash for this trip. I called CRO and asked for a passholder rate at POFQ. The CM asked if I wanted the dining package. I said no, thank you, just the room please. She said "ok" and that was it.

 

[AWish]

sorry, I had a similar experience, but my CM was actually trying to take TS ressies off of my exixting dining plan. the CM i talked to last week to change existing dining reservations was awfully rude. We have he DxDDP and have TS meals schedule 2-3 times a day. She said "you are eating way too much food, I mean, you're never going to be able to do all of this." I said, "isn't this what I am paying for..."
Yuck!

 

[bytheblood]

sorry, I had a similar experience, but my CM was actually trying to take TS ressies off of my exixting dining plan. the CM i talked to last week to change existing dining reservations was awfully rude. We have he DxDDP and have TS meals schedule 2-3 times a day. She said "you are eating way too much food, I mean, you're never going to be able to do all of this." I said, "isn't this what I am paying for..."
Yuck!

WOW. I don't know why they would even care.

 

[Petraman]

sorry, I had a similar experience, but my CM was actually trying to take TS ressies off of my exixting dining plan. the CM i talked to last week to change existing dining reservations was awfully rude. We have he DxDDP and have TS meals schedule 2-3 times a day. She said "you are eating way too much food, I mean, you're never going to be able to do all of this." I said, "isn't this what I am paying for..."
Yuck!

Oh man, that is classic! I wonder if they are monitoring that phone call.... you may meet that CM on your next trip through the Taco Bell drive-through

 

[Petraman]

I'm sure it depends on the CM you happen to get. I called yesterday to book a last minute Labor Day weekend trip. We are also DVC members, but are paying cash for this trip. I called CRO and asked for a passholder rate at POFQ. The CM asked if I wanted the dining package. I said no, thank you, just the room please. She said "ok" and that was it.

hehe...
I used to manage a call center for a hotel chain. My staff was required to upsell certain areas/items and often they had quotas. The funny thing is you could always tell the veterans from the newbies. The poor newbies were practically begging people, while the vets had figured out they were never going to be fired for not meeting every addon goal... I would have to have my sitdown chats with them and give them the stern face then they would ask, "so we done here?"



So it definitely depends on who you get and where they are at that month with their quota