Why Do They Ask Those Questions?

[Bluewaves]

If part of your salary is based on performance, you work on commission , bonus or some other pay for performance program, so just grow up, we all know Disney is a business, I have many times been on the phone with WDW reservations and have been tried to get upsold everything, the only times I've never had a problem is when I say this is exactly what I want and when I want it,

No offense be proud of the job you do, its tough, you do it well, you should be proud and feel free to admit what exactly it is, I did it for years and told everyone that I worked with I make money from this sale or we make money when you shop with us so please do. Don't hide it just admit it and be happy.

 

[Laura]

BTW, JP - thanks for all the info. It's so fascinating to learn all of this behind the scenes stuff.

I worked at a call center before - what a crappy job! At least at AT&T I didn't have to be magical. :lol:

 

[EpcotServo]

Nope still cant figure out the conspiracy......:shrug:

"Sad when it happens to someone you know."
-Tom Servo, Mystery Science Theatre 3000

 

[Disneykidder]

Holy heated discussion!!

Honestly, the many, and I mean many, times I have called the Disney reservation center, I have never felt pressured for any other service. I didn't even know they work off of commission or incentives, whatever. I have had questions asked but have never been badgered.

I am always treated with care and helped in a friendly manner. In fact, on my last call I made the other day, the CM was telling me little tips that he recommends, which I didn't ask or pay for.

If some feel that they are being duped, then when the survey comes at the end of the call, say so.

I think the OP made a simple conversation starter, not intending a debate to occur.

 

[The Mom]

Holy heated discussion!!

Honestly, the many, and I mean many, times I have called the Disney reservation center, I have never felt pressured for any other service. I didn't even know they work off of commission or incentives, whatever. I have had questions asked but have never been badgered.

I am always treated with care and helped in a friendly manner. In fact, on my last call I made the other day, the CM was telling me little tips that he recommends, which I didn't ask or pay for.

If some feel that they are being duped, then when the survey comes at the end of the call, say so.

I think the OP made a simple conversation starter, not intending a debate to occur.[/QUOTE]

Exactly.

 

[mousermerf]

Holy heated discussion!!

Honestly, the many, and I mean many, times I have called the Disney reservation center, I have never felt pressured for any other service. I didn't even know they work off of commission or incentives, whatever. I have had questions asked but have never been badgered.

I am always treated with care and helped in a friendly manner. In fact, on my last call I made the other day, the CM was telling me little tips that he recommends, which I didn't ask or pay for.

If some feel that they are being duped, then when the survey comes at the end of the call, say so.

I think the OP made a simple conversation starter, not intending a debate to occur.

You're not supposed to feel duped, but the reality of it is that if your call is recorded and the CM/agent has to goto a review with it and they didn't offer you another service or amenity then they'll get dinged for it on their performance review.

I don't think that's the right way to run things. It should be service first, sales second. The way the centers are set up, it's sales first service second, maybe third, or even fifth.

And I must admit it's ironic you mention the "Is there anything else I can do for you?" line. That's how many CM's try to get around the add-on sale/offer requirement. They offered to do more, you didn't bite, they're off the hook - only if their manager is lenient. The effective managers, ones who get promoted and call the shots, have their agents end with more specific add-on's like the "Are you celebrating any special events with this trip?"

That line itself is a whole can of worms that leads to convincing folks to make all kinds of special event bookings they otherwise wouldn't have.

The usual variant that most dining agents use is "Is there anything else i can do for you? Do you need tickets to a dinner show or cirque du soleil?"

Remember having to mention how old your children are for a restaurant booking? The agents are supposed to note that and think of add-ons.

"Oh, little Johnny sounds delightful, I have a son his age. Does he like pirates? My son loves Pirates and was so excited to see Captain Jack at Mickey's Pirate and Princess party!"

 

[dismedic]

Who cares the reply was one of why the questions are asked , merf sounds like you have a bone to pick for no reason, its just utter nonsense in your reply grow up Disney is a business and employees earn a wage no matter how it is done or what it is called, Sounds like they are paid on productivity there new word for it rather than commission WHO CARES I don't pay any different for a service I WANT , IN all the years I have NEVER been pressured into anything and frankly who cares if they do make anything by suggesting something I don't Im footing the bill regardless. It is a set amount , Everyone one has heard the word NO I DO NOT WANT THAT before same applies here if you dont want that service its simple no thanks,

Merf your beating a dead horse seems you have a bone to grind about anything Disney does . Wow for someone who has a multitude of time to spend running to the parks and posting gripes on here what do you do for a living JP is merely earning an honest living and your condemning and berating him or her for it , Do not condemn those who are earning a living by providing a service thru Disney their employer. These persons are the ones who make some of the magic happen for others. JP keep up the good work and hope you make a decent wage at it, Your service is appreciated by those you help on a daily bases. Keep the magic happening. Do not let Merf and the great wisdom of Merf get you down. Some people just don't get it.

 

[Disneykidder]

AGAIN, I have never been badgered and never felt like I was being taken advantage of or forced into any service that I was unaware of. I don't understand why you took what I said and turned it into something it was not.

Most of the time on these boards I am Switzerland but I really don't know what your deal is with the reservation company. If you feel like you are being taken advantaged of, use the internet for your ressies.

 

[figmentisgreat]

Thank you everyone on this forum for sharing your valuable perspectives and insights. I am very glad to live in a country where we have free speech and are able to communicate freely with each other! Even such heated threads as this one serve as a reminder of the wonderful, free country and society that we live in. No sarcasm here at all! Seriously! I learned a lot of things from many different people in this thread, and I really appreciate it!

Now, however, I have a song stuck in my head...
"All we are singing... is give peace a chance!"

:sohappy:

 

[fyn]

You're not supposed to feel duped

I can see your points. Really. But there's a great question in there. "Do you feel duped?" Do most people feel duped when Disney successfully upsells them, or are they happy that someone told them about a new Disney experience they otherwise wouldn't have known about? Where do you make the distinction between upselling and informing? They're frequently the same thing, and I think you're making the assumption that all upsells are "Hard sells." I've been asked the various questions you mentioned, and I can't say any of them were "hard sells." I've worked in enterprise-level IT sales, and I can spot a hard sell better than most. Disney, in my experience, doesn't do this.

Disney does a respectable job between managing revenue with upsells, and making sure their guests are informed and getting the most out of their vacations.

 

[Montyboy]

Not Clueless

If we put calling JP a liar aside, Merf is a pretty good advocate for the customers of Disney. Just file off the rough edges, and we have a guy who wants a better product.

Merf, it’s just that those edges can be rough. Members of this site don’t need to be beat with the business aspects of Disney. We know it’s a business, but it’s also Vacation.

 

[Monty]

If we put calling JP a liar aside, Merf is a pretty good advocate for the customers of Disney. Just file off the rough edges, and we have a guy who wants a better product.

Merf, it’s just that those edges can be rough. Members of this site don’t need to be beat with the business aspects of Disney. We know it’s a business, but it’s also Vacation.

Or an advocate for "Merf is right, if you doubt it ask him and if you disagree or remotely suggest he might be overstating, he'll attempt to beat you down until you crawl away and then he'll claim victory" perhaps?

JMHO

 

[Hakunamatata]

You know come to think about it Merf may have a point... I called once to inquire about a weekend trip once and ended up with 380DVC points, a Disney visa, a dozen or so Disney collectors pieces, a monorail set, numerous plushes, and one share of Disney stock....all from one call.:shrug:

 

[peter_pan_man]

Nope still cant figure out the conspiracy......:shrug:

Perhaps all the earlier talk of BBB has people splitting hairs.

:lol:

But will I get a sandwich or a sand wedge?

:ROFLOL:

even more than the wand.

:ROFLOLumbas Nakasak, you and I think a lot a like...thanks for the laughs!!

You know come to think about it Merf may have a point... I called once to inquire about a weekend trip once and ended up with 380DVC points, a Disney visa, a dozen or so Disney collectors pieces, a monorail set, numerous plushes, and one share of Disney stock....all from one call.:shrug:

lol, ummm...wow...i would say have someone call for you next time! :hammer::animwink:

My friend, who recently called to book our July trip, got a very helpful CM. The CM helped her decide on a $60 tour instead of the $200 tour we were considering. This CM definitely made my day more magical when I found out we were saving $140 per person!!

 

[dismedic]

:lol:



:ROFLOL:



:ROFLOLumbas Nakasak, you and I think a lot a like...thanks for the laughs!!



lol, ummm...wow...i would say have someone call for you next time! :hammer::animwink:

My friend, who recently called to book our July trip, got a very helpful CM. The CM helped her decide on a $60 tour instead of the $200 tour we were considering. This CM definitely made my day more magical when I found out we were saving $140 per person!!

Geez guess they lost their "Commission" Oh how horrible the Disney money grubbing machine at work again:lol:

 

[wannab@dis]

You're not supposed to feel duped, but the reality of it is that if your call is recorded and the CM/agent has to goto a review with it and they didn't offer you another service or amenity then they'll get dinged for it on their performance review.

:lol:

Based on my (many) experiences with CRO... there must have been a LOT of helpful CMs getting "dinged." Of course, I do wonder if that one problematic call I had a couple of years ago got a ding? :shrug: Other than that, I've always had helpful service and most of the time, it seems like the person on the other end of the phone enjoyed what they were doing. Never had an issue with upsells or hard sells either.

With the number of people calling for reservations, dining, and other services, the law of averages will catch up and someone will have a problem. However, my experience is that it's a much lower chance with Disney than any other call center I've dealt with.



Finally, I don't really care about it anymore since Elizabeth at Kingdom Konsultants handles everything. Never a 'ding' necessary!

 

[Wilt Dasney]

I can see your points. Really. But there's a great question in there. "Do you feel duped?" Do most people feel duped when Disney successfully upsells them, or are they happy that someone told them about a new Disney experience they otherwise wouldn't have known about? Where do you make the distinction between upselling and informing? They're frequently the same thing, and I think you're making the assumption that all upsells are "Hard sells." I've been asked the various questions you mentioned, and I can't say any of them were "hard sells." I've worked in enterprise-level IT sales, and I can spot a hard sell better than most. Disney, in my experience, doesn't do this.

Disney does a respectable job between managing revenue with upsells, and making sure their guests are informed and getting the most out of their vacations.

Seems like an important distinction to keep in mind. I don't see a problem with asking someone if they're interested in so-and-so, since the guest might actually BE interested in it once they find out about it. I'd chalk that down to legitimate guest service as well as sales. As long as the agent doesn't keep it up after being told no, what's the problem?

 

[Erika]

Merf, I see your point but to me it's just all normal business practice. It's exactly what I would expect. I don't think it's a bad thing. :shrug:

 

[ClemsonTigger]

If we put calling JP a liar aside, Merf is a pretty good advocate for the customers of Disney. Just file off the rough edges, and we have a guy who wants a better product.

Merf, it’s just that those edges can be rough. Members of this site don’t need to be beat with the business aspects of Disney. We know it’s a business, but it’s also Vacation.

That's the problem...people keep excusing the sophmoric behavior because he comes back and posts a few nice pictures. Especially when attacking someone with the stature and reputation for superior helpfulness here, he just looks....well, pathetic and petty.

Yea, ever the optimist, I'm waiting for those many rough edges to smooth But remember not all diamonds are freed from "the rough", and without that, they're worthless...

And speaking of softening rough edges, here are three good terms that should be added to the merf vocabulary:
Quit while you're ahead
I was wrong
I am sorry
(they all are very useful in the adult world)

 

[mkt]

Objectivity into play.

It's obvious that

A- Merf loves Disney
B- He is an advocate for the consumer
C- He does know what he's talking about some of the time

but also

D- He can come off as abrasive
E- He doesn't come off as open to opinions other than his own
F- Fails to accept the reality of running a business, specifically that it requires new revenue to continue afloat, no matter how large or well established it might be.
G- He can't take a hint a lot of times and has become a bit of a pariah in failing to do so