How are RCI Guides compensated? - Timeshare Users Group Bulletin Boards

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Author	Topic: How are RCI Guides compensated?
Judy TUG Member Posts: 1960 From: Melbourne Beach, FL & Steamboat Springs CO. owner: Celebrity Resort World of Orlando; The Ridge Tahoe; Hatteras High; Worldmark. member:II,RCI,DAE,SFX Registered: Dec 2000	posted 05-28-2005 07:02 I've had some good experiences with some very helpful Guides. But those are in the minority. Most Guides will try to sell me something, even when it's totally inappropriate. Here are some experiences I've had with Guides on the phone (the words are not exact, but the situations are real): Me: I've been trying to get an exchange for 10 months now. Guide: Would you like to deposit your 2006 week? Me: I'm really frustrated because RCI's VEP policy is preventing me from getting a lower rated resort that I know I want. Guide: Would you like to renew your membership? Guide: Would you like to add some more resorts to your request? Me: No. The next time I log in to my ongoing search, I discover that an entire area has been added to my search. I suspect that Guides are being compensated or evaluated based on what they manage to sell to members with little or no consideration being given to actual customer service. Am I correct? IP: Logged
susgar TUG Member Posts: 1 From: Registered: Apr 2005	posted 05-28-2005 15:55 I too, have had the experience several times when I call to seek information about my ongoing search, to be asked if I would like to extend my membership. I find this really disgusting since I have already paid until 2015!!!! They should try finding an exchange for me, since I deposited more than a year ahead, instead of asking me to pay for an additioal 20 years of membership!!! IP: Logged
longnoury TUG Member Posts: 36 From: Niagara Falls, Canada Registered: Dec 2002	posted 05-29-2005 14:13 I got a better story. I called to enquire about a resort. The VC advised me that if act now I could save $20 on a 3 year membership. When I told her I was allready paid until 2022 she said "people are living alot longer now, and that I probably would not die before this new membership expired". Wouldn't that be a lucky break! IP: Logged
Madge TUG Member Posts: 3743 From: Carmel, IN Registered: Jan 2003	posted 05-29-2005 23:43 Judy, RCI offers its employees merit increases and bonuses at the end of each year, as do many other companies. Since RCI Guides are instrumental to RCI's profitability, productivity does figure into the equation. However, we are also dedicated to providing our members with World Class Service. We are reviewing and improving the quality monitoring systems we have in place to discover interactions such as those you mentioned. ------------------ ~ Madge IP: Logged
DianeV TUG Member Posts: 529 From: Redford, Michigan USA Registered: Dec 2000	posted 05-30-2005 08:36 So what does that mean? IP: Logged
Madge TUG Member Posts: 3743 From: Carmel, IN Registered: Jan 2003	posted 06-01-2005 09:45 quote: Originally posted by DianeV: So what does that mean? DianeV, What can I clarify for you? ------------------ ~ Madge IP: Logged
DianeV TUG Member Posts: 529 From: Redford, Michigan USA Registered: Dec 2000	posted 06-01-2005 17:03 Well I think the question was are they being compensated in some way to explain their constant pushing these things on us? I dont really think you answered it clearly (in my opinion)Obviously it doesnt go over well IP: Logged
Bird Dog TUG Member Posts: 1 From: Registered: May 2005	posted 06-02-2005 14:18 Please, your question was answered completly. Yes, they are compensated! and yes, RCI is reviewing their methodology in their sales techniques. That is what I get out of the answer! IP: Logged
DianeV TUG Member Posts: 529 From: Redford, Michigan USA Registered: Dec 2000	posted 06-02-2005 15:08 Sorry but I thought it was a bit evasive (in my opinion) and wanted to clarify--and also at the same time stress how annoying it is IP: Logged
geekette Non Member Posts: 291 From: Registered: Sep 2004	posted 06-03-2005 09:40 The direct question is, do they work on commission? Is that commission based on how many renewals, deposits, etc., that they sell? Is the pressure to sell emphasized stronger than Help The Customer Get What They Want? Are they docked for accidentally mangling a vacation? (Never happened to me, but have heard others get stuff cancelled, confirmed, etc., without approval) IP: Logged
nthc TUG Member Posts: 1112 From: VA Registered: Aug 2002	posted 06-03-2005 13:29 I know nothing about the way RCI reps are compensated. What I do know after years in sales is that people would prefer an honest answer instead of fluff. I think that no one here would fault Madge for being honest about this. What I do see happening is that evasiveness leads to people drawing their own conclusions which may be right or wrong. If RCI rents weeks...so be it. If their reps are paid commission thats cool too. People want to know where they stand. Why not let us all play the same game on the same field knowing all the rules. JMHO, Cindy IP: Logged

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