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Hilton > HGV Sales Training Assessment > Flashcards

HGV Sales Training Assessment Flashcards

1
Q

What is Hilton’s signature Honors

A

Blue
Silver
Gold
Diamond

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2
Q

What are the 3 distinctive brands within the HGV max program and how are they sold?

A

Hilton Vacation Club (Trust)
Hilton Grand Vacation (Deed)
Hilton Club (Deed)

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3
Q

Which Hilton honors level will our standard club owner never fall below?

A

Silver

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4
Q

What is the current annual club dues for HGV Max:

A

$291

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5
Q

Currently Hilton offers over ____ hotels, in ____ countries, with ____ brands?

A

Currently Hilton offers over 7200 hotels, in 120 countries, with 19 brands?

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6
Q

What is Hilton’s signature greeting?

A

Welcome to Hilton. We’ve been expecting you.

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7
Q

HGV Club members can stretch their called points in different waves. What is the current fees to each?

A

Banking Points:
-By 8/31
–Online $109
–Phone $129

-By 11/30
–Online $129
–Phone $149

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8
Q

Borrowing Points: $____

A

$0

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9
Q

What is the conversion ratio for next year’s HGV club points to next year’s Hilton honor points?

A

16 to 1

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10
Q

What is the current fee to convert your HGV club points to Hilton honors?

A

$154

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11
Q

When a Hilton honors member become an HGV club member, name 3 enhanced benefits to their Hilton Honors account

A

10% discount
Never expire
Combine points
Never fall below silver

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12
Q

What is the reservation window for Hilton Grand Vacations club members?

A

Home Week: 12 months to one day prior to check in.

Club Window: 9 months to one day prior to check in.

Hilton Grand Vacations Max Exchange: 6 months to one day prior to check in.

(«<Storytelling / Visualization: Create a story in your mind to help remember the information. For example, you could imagine a family planning their vacations at different times. Each family member represents a different reservation window:

“Grandpa Hilton loves to plan way ahead and books his Hilton Grand Vacation a whole year (12 months) in advance. He likes to call this his ‘Home Week’.”

“Mom Hilton is a little more spontaneous and waits until 9 months before the vacation. She’s part of the ‘Club Window’.”

“Young, daring Max always waits until the last 6 months to book his Hilton Grand Vacation Exchange.”

For Hilton Vacation Club members, imagine a different family:

“Uncle Hilton, an advantaged one, is way ahead of everyone and starts booking his Home Collection 13 months in advance.”

“Sister Hilton, who likes a standard reservation within the Club, starts booking 10 months ahead.”

“Max, still the daredevil, waits until the last 6 months to book his Hilton Grand Vacation Exchange.”

Mnemonic Devices / Association: Remember the numbers 12, 9, 6 and 13, 10, 6 by associating them with something else. For example, the hours on a clock can be helpful:

“12 o’clock is lunch time, and Grandpa Hilton is home for lunch during ‘Home Week’.”

“At 9 o’clock, Mom is heading to her club meeting for the ‘Club Window’.”

“Max is always up late, making his booking plans at the 6th hour.”

Similarly, “At 1 o’clock (the 13th hour in military time), Uncle Hilton is advantaged and planning his Home Collection.”

“Sister Hilton, a 10 o’clock news fan, plans her standard reservation.”

“Max, still a night owl, is planning his exchange at 6.”

Repetition: Go over these facts regularly. Repetition strengthens the neural connections in our brain and makes it easier for us to recall the information.»>)

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13
Q

What is the reservation window for Hilton Vacation Club members?

A

Home Collection Advantage: 13 months

Standard Reservation within The Club: 10 months or less

Hilton Grand Vacations Max Exchange: 6 months to one day prior

(«<Storytelling / Visualization: Create a story in your mind to help remember the information. For example, you could imagine a family planning their vacations at different times. Each family member represents a different reservation window:

“Grandpa Hilton loves to plan way ahead and books his Hilton Grand Vacation a whole year (12 months) in advance. He likes to call this his ‘Home Week’.”

“Mom Hilton is a little more spontaneous and waits until 9 months before the vacation. She’s part of the ‘Club Window’.”

“Young, daring Max always waits until the last 6 months to book his Hilton Grand Vacation Exchange.”

For Hilton Vacation Club members, imagine a different family:

“Uncle Hilton, an advantaged one, is way ahead of everyone and starts booking his Home Collection 13 months in advance.”

“Sister Hilton, who likes a standard reservation within the Club, starts booking 10 months ahead.”

“Max, still the daredevil, waits until the last 6 months to book his Hilton Grand Vacation Exchange.”

Mnemonic Devices / Association: Remember the numbers 12, 9, 6 and 13, 10, 6 by associating them with something else. For example, the hours on a clock can be helpful:

“12 o’clock is lunch time, and Grandpa Hilton is home for lunch during ‘Home Week’.”

“At 9 o’clock, Mom is heading to her club meeting for the ‘Club Window’.”

“Max is always up late, making his booking plans at the 6th hour.”

Similarly, “At 1 o’clock (the 13th hour in military time), Uncle Hilton is advantaged and planning his Home Collection.”

“Sister Hilton, a 10 o’clock news fan, plans her standard reservation.”

“Max, still a night owl, is planning his exchange at 6.”

Repetition: Go over these facts regularly. Repetition strengthens the neural connections in our brain and makes it easier for us to recall the information.»>)

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14
Q

True or False: We have one Universal Points chart for all locations.

A

False

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15
Q

What are the 4 seasons in the HGV points chart?

A

Platinum
Gold
Silver
Bronze

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16
Q

What is the fee for owners to stay within our Hilton Grand Vacations affiliated resorts? (ex. Mexico)
Booked Online:$____
Booked by Phone:$____

A

Booked Online:$64
Booked by Phone:$119

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17
Q

Name the HGV Preferred Levels:

A

Centium
Premium Plus
Premium
Preferred plus
Preferred

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18
Q

By what name do we refer to our Owner Services Dept.?

A

Dream Team

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19
Q

Hilton Grand Vacations Bonus Points are valid for ____ from the date of award.

A

2 years

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20
Q

List the minimum number of nights per booking requirement for the following accounts:

HGV Club Resorts ____ night minimum

Hilton Hotels ____ night minimum

Vacation Exchange Access ____ night minimum

A

HGV Club Resorts 3 night minimum

Hilton Hotels 1 night minimum

Vacation Exchange Access 2 night minimum

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21
Q

True or False

HGV Bonus points can be combined with club points or saved points for Home Resort or club reservations.

A

False

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22
Q

True or False

HGV Bonus points can be converted into honor points.

A

True

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23
Q

HGV Club members have access to more than ____ resorts through our vacation exchange access.

A

4800

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24
Q

Vacation Exchange access weekly exchange reservations are no more than ____

A

$279

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25
Q

Open season is valid through which club account

A

Hilton Grand Vacations

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26
Q

Open Season/Cash for condos has a reservation window of ____

A

30 days or less

27
Q

True or false

HGV Bonus points must be saved into next year’s account if unused.

A

False

28
Q

Special Getaways are valid through which club account ____

A

Vacation Exchange access

29
Q

Special Getaways has a reservation window of ____

A

45 days

30
Q

When are bonus points activated?

A

After 20% or more deposit was established day of sale.

Or

After 6 monthly payments are made

31
Q

List, in order, the 12 steps of the sale

A

Peak State
Meet & Greet
Warm-up
Showcase Presentation
Discovery
Information Confirmation
Intent Statement
Value Proposition
Product Presentation
Model Tour
Closing Sequence
The Turn

32
Q

Please write your showcase setup portion of the meet and greet.

A

Now because of your status as a Hilton honors member, You’ve been selected to participate in the Hilton showcase today.

(Showcase ambassador’s name) is going to be doing that portion of the presentation this morning/afternoon.

(Showcase ambassador’s name) is amazing, he/she is one of the best in the company, and I can’t wait for you to see it.

After he/she Is finished, we will go across the street and I’ll personalize the rest of the presentation for you based on your travel needs.

Are you with me so far?

33
Q

Write the 6 warm up questions in the order you will most likely ask each question.

A

Where are you traveling to?

Who are you traveling with?

What are you celebrating?

Where are you from originally?

Where do you consider home?

What are you doing today?

What do you do for work?

34
Q

The 2 most powerful emotional buying motivators are:

A

Fear of loss and profit and gain. The more powerful of the two is fear of loss.

35
Q

When addressing a marketing issue what is the name of the form we use?
____. Always remember to have a H.E A.R.T. when dealing with these complaints. Please identify the acronym

A

C.T.E.:
Commitment
To Excellence

H.E.A.R.T:
Hear
Empathize
Address
Resolve
Trial Close

36
Q

What is the question we ask to end Warm up?

A

If you had the choice to spend more quality time or less quality time with ____, Which would you choose? Why?

37
Q

Please list the 4 objectives of discovery.

A

3rd level buying motive
Build Trust
EBM
Travel Commitment

38
Q

What are the 4 must have leaving discovery that we use in Huddle?

A

P.O.E.T.:

Problem
Objection
Emotional Buying Motive (EBM)
Travel Commitment

39
Q

Identify what is found on each level of questioning.
First level questions:____
Second level of questions:____
Third level questions:____

A

First level questions: Fact
Second level of questions: Feeling
Third level questions: Why

40
Q

What’s the 6 emotional buying motives:

A

C.A.L.F.P.P.

Comfort & Pleasure
Avoidance of pain
Love and affection
fear of loss
Pride and prestige
Profit and game

41
Q

What are the 5 “why’s” in order:

A

Why vacation?
Why Hilton?
Why Myrtle Beach?
Why ownership?
Why today?

42
Q

Please write your intent statement:

A

John and Mary as valued Hilton guest, I want to show you the next evolution with Hilton.

Before I do, I want to take a moment to share with you how we do business.

There are 3 simple things to remember.

First, is our price integrity which means the price is the price, anywhere you go in Hilton, with no negotiating.

Second we have some amazing on tour incentives, like sending you on a dream trip;

However, these on tour incentives are only available when? Correct, on tour.

Not tomorrow, not next week, or next month.

Lastly, all we are going to ask you for is a simple yes or no to what we are offering you.

Can you do that for me today?

43
Q

What are the 5 main elements you present to the guest in information confirmation?

A

Problem
Objection
EBM
Travel commitment
Trial close

44
Q

What is the total number we aim toward in our value proposition step?

A

$80,000

45
Q

The Trinity circle in your travel planner presents an overview of which 3 parts of our program?

A

HVG Max
Hilton Honors Points
Vacation Exchange Access

46
Q

When presenting the Trinity circle, what statement do you use?

As an owner you will have access to over a ____ plus luxury resorts through HGV. In addition you will have access to ____ resorts through our vacation exchange access and heightened access to our over ____ hotels in over a ____ countries through Hilton. That is almost 10000 locations for you to choose from, all under one umbrella with the booking simplicity of ____, ____, and ____. Do you feel that that’s enough for you and your family?

A

As an owner you will have access to over a 150 plus luxury resorts through HGV. In addition you will have access to 4800 resorts through our vacation exchange access and heightened access to our over 7200 hotels in over a 120 countries through Hilton. That is almost 10000 locations for you to choose from, all under one umbrella with the booking simplicity of phone, website, and app. Do you feel that that’s enough for you and your family?

47
Q

Please write your reputation Close:

A

Knowing Hilton has been the cornerstone of the hospitality industry for over a 100 years, how do you feel knowing that we are taking care of your property?

48
Q

Please write your Value Close.

A

So, if I can show you a way to get more vacations with your family, In nicer accommodations, for the same or less money, am I looking at my newest owner today?

If no:
What is it about more vacations with your family, In nicer accommodations, for the same or less money that doesn’t work for you?

If yes:
Now you are talking like an owner. So, if you love what you see here, let me ask you. Is there anything that would stop you from becoming my newest owner today?

49
Q

Please write your Dream Close.

A

You see why so many owners have gotten involved?

Are you ready to get involved?

If yes:
Great, let me have your driver’s license and credit card so we can put together a package for.

If not:
Ok, what’s stopping you though?

50
Q

What acronym do we use to overcome any objection and what does each letter stand for?

A

R.I.O.

Restate
Isolate
Overcome

51
Q

Dream Close is essential to take the guest from which two emotional buying motivators?

A

Profit for Gain -> Fear of loss

52
Q

What are the 4 reasons why your guest may not say yes today?

A

No trust
No need
No solution
No urgency

53
Q

Please write your L.U.V.A close

A

Do you like what you’ve seen so far?

If you had it would you use it?

Do you see the value in it?

Knowing it is affordable, would you like to become an owner today?

If not:
Ok, what’s stopping you?

54
Q

Name three guest experiences we provide to our owners here in Myrtle Beach:

A

Waterpark
Grand Prix
Golf

55
Q

Please list the three Hilton Grand Vacations Club Partners:

A

Cruises
Guided Tours
Adventure Travel

56
Q

List the additional benefits of ownership Hilton Grand Vacations provides:

A

Experiences
Owner Access
Owner Exchange
Affiliate Programs
Concierge services

57
Q

Complete the following: (world of opportunities screen)

Would you agree that _____________?

Do you feel that Hilton Grand Vacations can ________? ___!

A

Would you agree that Hilton will provide you a World of Opportunities?

Do you feel that Hilton Grand Vacations can easily meet your travel needs? Great!

58
Q

Please write the yes close:

A

What does this remind you of?

“A hotel room” Exactly!

John and Mary today you are going to say yes to something.

It’s either yes to the way you are currently traveling, In this style of accommodations, or yes to the style and flexibility that Hilton Grand Vacations can offer you.

But today you are going to say yes to something.

Now, let me show you the style of accommodations our owners love.

59
Q

Please write your Final Trial Close (Balcony Close):

A

John and Mary, at this point you’ve seen the program, you see all the amenities here, you know you’re going to spend $X anyway.

Can you think of any reason why you wouldn’t want to walk out of here as our newest owner?

60
Q

What 4 elements do we need when turning the table over to a T.O.

A
61
Q

Before we show the money we keep the price sheet facing down. Please complete the following tie-down statement used at this point:

John and Mary before we get to the money, are there _________?

Okay, so knowing _________ vacationing the way you have been, how much __________?

Why do we ask this question?

What is the method we use for our closing Sequence?

A

John and Mary before we get to the money, are there any questions?

Okay, so knowing how you are vacationing the way you have been, how much do you think this will cost?

(We asked this to understand where they value the product we have presented them.

Trial Close)

62
Q

What is the method we use for our closing Sequence? ________. Therefore we never ask a question that will end in a ____ or ____.

Why is this important? _________

A

What is the method we use for our closing Sequence? ________. Therefore we never ask a question that will end in a open or closed.

Why is this important? To keep the answers opened.

63
Q

What is the question we asked to lead into discovery?

A

Why do you choose to go on vacation when it’s so much easier to stay at home?

Why do you need that?

How are you getting that when you’re not on vacation?

64
Q

Sales Leader Turn

A

John and Mary this here is my sales manager (TO Name), I brought him over based on what we discuss so if you don’t mind, I’m going to bring him up to speed.

So (TO Name), John and Mary love the program and want to do more traveling because of {EBM} and they would love to go to {Dream Trip} It is their dream trip.

We looked at the X and X point package and both were a little outside of their budget at this time, but they shared with me if we can get the deposit to $X and the monthly payment to $X, we could welcome them as our newest owners.

Is that correct John & Mary?

Hilton (10 decks)

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