UPDATED FEBRUARY 2016! YOU MAY NOT HAVE TO GO THROUGH THIS AS THE LAST WAVE WAS SAVED!! BUT READ ON ANYWAY JUST IN CASE THEY SWITCH IT BACK UP!
This is where things get ugly, both here and in the Arise Cruise Line direct sales certification course for Leigh. As I mentioned Debbie got a guy. If you get a guy, or one of the other women, you are lucky. They will help you to succeed in Step Four and THEN, you will REALLY be CERTIFIED.
However, if you are unfortunate as Leigh was and your Cruise Line employee is a woman whose voice sounds like Pit Bull (the singer) and Rosie Perez had a baby on a Brooklyn Subway..you are in deep trouble! I hope you studied the heck out of those ships and cabins and know where they are on the ship! Trust me, you need to know!
You are in deep trouble of losing all of your money and time if you don’t know what to do at STEP FOUR!
This is the Cruise Line employee that you pray that you do not get for Step Four! She is very cocky and arrogant and likes to unprofessionally brag about how she trained most of the people that work for Arise on the Cruise Line direct sales certification course! Most of your session with her will be her bragging about that. It’s highly unprofessional and when Leigh put her on the speakerphone and I heard how she was talking to the people, I had a negative view of the Cruise Line because of her.
Leigh only had time to take a few calls before she met with the Cruise Line employee, whom we’ll called “Brooklyn lady” just because of the analogy I made above. As I mentioned she booked three cruises in that time when some people did not book any!
Brooklyn lady tells YOU WHAT TIME you will meet with her for Step Four. You don’t get a choice. Leigh had to leave work early just to make one of her sessions that Brooklyn lady was late for! In fact, she is ALMOST ALWAYS late! Leigh’s classes Edmodo page is FULL OF her classmates stating that she doesn’t answer emails and is LATE!!
(She even called Leigh and her classmates while she was on freeway on the way home and they had to waste TWO MORE HOURS waiting for her! I’m telling you..listen for that VOICE, and if its her..try to get someone else at all costs!)
Remember that you do NOT get to choose your time to met for these sessions. If you have another job or children to pick up – tough cookies unless you can be flexible. I’m preparing you now so you will know because your Arise instructor may not tell you!
Wow, I was with Leigh during two of the sessions with her and I was about to throw up at her arrogance. She even made a statement saying to them saying “You work for me! I decide whether you get to your PF or not!”
(I was appalled. News flash, Brooklyn lady..we don’t work for YOU. We are contracted through Arise to work for the Cruise Line that, for some reason, still has you employed in this capacity?!! What arrogance!)
Brooklyn lady pulled one of Leigh’s phone calls and played it for the group she had. Leigh is a salesperson and if it does not sound like that person is serious about buying after the second objection, she will end the phone call if its taking a long time. Brooklyn lady wasn’t happy that she did not keep drilling this customer, even though she had no intention of booking.
One call that Brooklyn lady praised was from an agent that spent 90 minutes on the phone call! Ninety minutes! Are you serious? So to pass, apparently don’t focus on the sale but the presentation. You have to tell the customer about the ship and the location of the cabin and just keep talking and talking! There is a process that they want you to go through and Brooklyn lady will not tell you if you are doing something wrong or if she is not going to pass you…
Yes, I said PASS YOU! So, even though you have “passed” the entire ARISE course and got their certification congratulation email, if the Cruise Line employees like Brooklyn lady don’t like your THREE calls, you have WASTED all of your time!
You’ll miss the “boat”, (hint: never say “boat” in that class), if you don’t follow that script and know your ships!
Steps One through Three matter – but they really don’t! They are just training you for the fight you will have at Step Four when you get your Cruise line employee coach!
BUT, SUPPOSE I’M STUCK WITH BROOKLYN LADY?
First off, I feel for you. But all is not lost because you have her. I’ll play Devil’s Advocate for a minute. Now even though I KNOW Brooklyn lady did NOT do the right thing by not passing Leigh, I partially agree with her on Leigh’s second call. Leigh gave the customer incorrect information without looking it up first. You cannot do that EVER but especially not in Step Four! Especially with Brooklyn lady! They want you to use that knowledge base like crazy on every call if you don’t know something. So its best to study it and make bookmarks, etc. Tell the customer, “Let me look that up for you to make sure..” etc and pull up that knowledge base they give you.
On that second call, which still ended in a booking of course, Brooklyn lady did not like that Leigh did that. Instead of coaching her, she BASHED her and said that she was “cutting corners” and “not taking the course seriously”. WHATT?? Brooklyn lady, she booked the cruise! Also, why not just instruct her like a real coach does! I’m sure she is not the ONLY one that’s ever done that! I’m telling you, if you get Brooklyn lady, you may end up wasting your time on this course unless you know about those ships and the different cruise packages and what to tell the customer!
Also very important! Location, location, location! Know those cabins on each ship as much as you can and don’t worry about spending time on the phone telling the customer about them and asking for the sale over and over again. Use “How does that sound?” or “Does that sound good to you?” after you go over the location and the cruise packages!