We have seen how balancing our approach between emotion and logic is helpful in a customer service role, but the Balanced Approach is also an integral part of our sales presentations. Making the decision to become a part of the Marriott Vacation Club family is a big one and both logic and emotion play key roles. Understanding and addressing both sides is the key to our sales process.

Any new Owner has more than one reason they purchased with Marriott Vacation Club. They are often loyal Marriott customers and value the quality of our brand and they decided it made sense on a financial level based on the money they already spend on vacations. Many Owners also want to ensure that they spend time with their families and know that investing in vacations will help them do that.

Our Sales Executives take the time to understand not just how and where they want to vacation, but why vacationing is important to them. The breakdown of dollars and cents appeals to the logical side, but successful salespeople know that you have to speak to the heart as well. It is their emotional response that ultimately decides whether they buy.

Understanding how important balancing the logical and emotional appeal of our product can in turn help us understand why our Owners purchase with us and what they expect when they call Owner Services. When an Owner seems unreasonably upset about their desired check-in date not being available, for example, it helps to remember that they didn't just buy a list of booking rules and deadlines; they bought a lifetime of vacation memories.

We are here to help them get on the vacation they pictured in the sales presentation and that takes balance as well. Remember to address the logical, technical side of their ownership so they can make the most of what they bought, but also to discover the emotional reason they are Owners with us. It will ensure that you help them get the vacation experience they envisioned.

– Rebecca Schmalz