Page 41 - Agent Handbook 9.14.21

UNSOLDS

What are unsold? – Unsolds are opportunities in which the guest has come in and did not purchase
when the appointment was made.

• We are following up with them to see if they have already made a purchase and if not when
they can come back in to finalize a deal with us.

• We will assign leads to you to work on your calendar that were formally another Agents.
Their name will say Primary on the sales team due to it being their lead previously.

•

• Read the profile to make sure that you are up to date on the guest notes.

• Check to see if the VOI is still available and if not search for other options before calling.

• If you set an appointment, then you will send that to Ray, Agent Assistance (GEC-Agent
Assistance), and myself and we will have you changed to Primary so that you get a show and
sold as long as it fits into appointment guidelines.

• We will do active follow up by scheduling tasks for yourself with Phone Follow up for 5
business days.

• Active follow up includes Phone, Email, Text

• After 5 days are up if there was with no interaction you will GEC Review the task

• We are going to be working through these until moved into production.

When should we NOT follow up?

• If the prior Agent has a task and has been in communication with the guest within the last
72 hours, we are not going to follow up and allow that Agent to continue to work their lead.

• If there is active cadence being worked, we are not going to follow up. We will remove our
task.

• If there is a deal currently being worked, on we are not going to call that lead. Meaning
if numbers are being discussed.

• If there is a note stating the guest is upset and/or does not want to be contacted, we are not
going to call that lead.

• If the guest is doing a build and it is noted in the profile, we are not going to call that lead.

39