Sales Team Brief — all time

1. The Bottom Line

We are not closing as well as we should be, and the single biggest reason is that most planners never ask for the order. Across the team, roughly a quarter to a third of closable calls get a direct ask, and the rest end in "I'll send you an email" or "let me know." Our conversion proxy (0.49) is being propped up almost entirely by warm inbound leads and loyal repeat customers who arrive pre-sold; when planners initiate the motion (outbound), sentiment and conversion both drop across nearly every desk. The team is strong at rapport, service recovery, and post-trip loyalty — customers routinely call back to thank planners and refer friends — but weak at the two mechanics that actually book revenue: asking directly and locking a specific next-step commitment with a deadline.

2. Performance by Planner

Rose Morrissey — 22358 calls

• Stats line: sentiment 0.45, conversion proxy 0.54, 25% improving, avg 516 sec.
• Inbound vs outbound: Inbound: 7865 calls, 57% conv, sent 0.52 | Outbound: 14493 calls, 52% conv, sent 0.41. Heavily outbound-weighted (2:1); outbound sentiment is notably lower — the outbound motion is dragging her book.
• Closing technique: ask_for_order_rate 0.30, close_rate 0.31, no_attempt_on_closable 56. When she closes, the language is clean: "I will make sure that we charge $12,049 on the credit card that you gave me." But the missed-signal file is damning: customer said "I'll let you know whether it's a go or not... by June 15th, but Rose did not explicitly offer to schedule a follow-up call on or immediately after that date." She books the ready buyers and lets the "almost" buyers drift.
• What's working: (1) She creates such strong service loyalty that customers call back unprompted — Sandy: "This was the most fun... you have to recommend recommended to all your clients." (2) She absorbs long, high-objection complaint calls without the room collapsing — Ralph's 34-minute Regent complaint stayed at steady trajectory while he still committed to a 2026 booking. (3) She handles logistics-heavy solo-traveler anxiety well (Sharon's Viking single-occupancy call warmed from frustration to a $25 deposit).
• Where they're losing deals: (1) Doesn't commit to timelines that reassure — customer "expressed concern 'I don't want to be left hanging'... but agent did not commit to a specific timeline." (2) Misses cross-sell openings — customer "mentioned 'we're very excited about' the Japan 2028 Oceania trip... agent did not pivot to ask about that booking status or explore upsell." (3) A meaningful share of her outbound volume is wasted dials (voicemails, misdials to Oceania/mattress stores).
• Coaching priority: Add a mandatory "when a customer names a decision date, book the callback on that date before hanging up" habit. She has the close language; she lacks the follow-through cue.

Donna Fontenot — 18835 calls

• Stats line: sentiment 0.46, conversion proxy 0.50, 25% improving, avg 419 sec.
• Inbound vs outbound: Inbound: 6543 calls, 53% conv, sent 0.55 | Outbound: 12292 calls, 48% conv, sent 0.41. Same 2:1 outbound skew and same sentiment gap as Rose.
• Closing technique: ask_for_order_rate 0.31, close_rate 0.36, no_attempt_on_closable 50. Her direct-ask language is excellent and worth teaching: "Okay, so which credit card do you want me to use for your deposit?" — assumptive, frictionless. But she leaves clear signals on the table: customer "said 'that's still fine' regarding the $100 price increase, but agent did not pivot to confirming the final rate or taking a deposit to lock in the cabin."
• What's working: (1) Deep relationship equity — Beth: "I won't make a move without you. You're the best." (2) She earns trust through meticulous personalization that customers explicitly credit ("you have to use Donna's expertise"). (3) She holds difficult post-trip debriefs without losing the relationship (Mary's nursing-home Oceania complaint ended collaborative on Morocco planning).
• Where they're losing deals: (1) Accepts soft deferrals without a next step — "customer said 'let me look at this and speak to my wife'... agent did not ask when that conversation might happen." (2) Doesn't reframe price objections — customer said insurance pricing was "crazy" multiple times "but agent did not pivot to exploring cost-saving alternatives." (3) Outbound generates significant voicemail/misdial waste (medical offices, IVRs).
• Coaching priority: Price-objection reframing plus courtesy-hold offers. She has the assumptive close; she needs to deploy it on the fence-sitters, not just the decided.

Lee Alvarez — 18372 calls

• Stats line: sentiment 0.49, conversion proxy 0.51, 20% improving, avg 338 sec.
• Inbound vs outbound: Inbound: 5944 calls, 54% conv, sent 0.55 | Outbound: 12428 calls, 49% conv, sent 0.46. Outbound-heavy; the outbound sentiment gap is smaller than peers, a relative strength.
• Closing technique: ask_for_order_rate 0.33, close_rate 0.37, no_attempt_on_closable 37. Good direct language: "I can take your payment information if you're ready." But the misses are costly timing failures: customer "stated he has 3 days to decide and Lee could have scheduled a specific follow-up call on Sept 27th to confirm decision and capture payment."
• What's working: (1) Efficient closes on warm bookings — Maureen: "I'm thrilled... Only $6,000. You're the best." (2) Strong referral generation from post-trip calls — David: "I'll be sending people over to you." (3) He surfaces strong buying signals — 2.72/call — indicating solid discovery.
• Where they're losing deals: (1) Deflects rather than advising at the decision moment — customer asked "'if you were taking this trip, would you cancel it?' and agent deflected rather than answering directly." (2) Lets ready-to-book customers leave without a firm callback — "customer asked for email confirmation and said 'when we get home we can look at it'... agent should have specified an expected follow-up date." (3) Misses personalization upsell hooks (wedding/engagement date on a fiancée booking).
• Coaching priority: Answer the advisory question directly ("would you cancel?") — customers are handing him consultative trust and he's punting it. That single move converts researchers.

Victoria Hill — 18215 calls

• Stats line: sentiment 0.52, conversion proxy 0.52, 25% improving, avg 538 sec.
• Inbound vs outbound: Inbound: 9369 calls, 55% conv, sent 0.59 | Outbound: 8846 calls, 48% conv, sent 0.44. Nearly balanced direction — one of the few. Her inbound performance is among the strongest on the team.
• Closing technique: ask_for_order_rate 0.37, close_rate 0.40, no_attempt_on_closable 24 — the best combination among the high-volume planners. Strong close language: "Alright, so I will go ahead and get this sent over to you unless you are wanting to go ahead and proceed. If you are then it is a deposit of $3,119.70." She gives the customer a fork with a price attached.
• What's working: (1) Highest buying-signal capture on the team (3.12/call) — strong discovery. (2) Turns emotional wreckage into retained relationships — Betsy's 82-minute "I feel invisible" call ended "collaborative, appreciative, and ready to make a booking decision." (3) Closes decisively when the customer is ready — David's Viking booking: "this was very easy."
• Where they're losing deals: (1) Still leaves soft-commit signals — customer said "'we're both pretty sure we want to do this' and agent did not ask when they were planning to travel or lock in a tentative date." (2) Misses future-deposit cross-sells — customer would "pay money towards the 2027 cruise ahead of time" but she didn't explore it. (3) The Tsuntao complaint (unpaid connection flight) shows process failures on her bookings that erode trust even when she handles the call well.
• Coaching priority: Convert "pretty sure" into a tentative hold in-call. She has the best technique on the floor — amplify her by making her the role-play lead for others.

Tracey Radler — 17172 calls

• Stats line: sentiment 0.52, conversion proxy 0.55, 33% improving, avg 633 sec.
• Inbound vs outbound: Inbound: 4173 calls, 58% conv, sent 0.58 | Outbound: 12999 calls, 53% conv, sent 0.50. Strongly outbound-weighted (3:1) yet still converts outbound at 53% — she is one of the better outbound closers, and highest improving-trajectory share (33%).
• Closing technique: ask_for_order_rate 0.35, close_rate 0.34, no_attempt_on_closable 25. Note the gap: she asks at a healthy rate but closes below Victoria despite similar effort — her close language is sometimes hesitant ("Okay. Do you want me to use? Yeah."). Missed signal: customer said "'I want to do a river cruise in Europe' and agent never asked about preferred dates, budget, or cabin preferences to move toward a preliminary hold."
• What's working: (1) She "pushes so hard" — recognized externally as a #10-in-North-America Oceania seller ($430K Q4). (2) Deep discovery in long research calls — Steve: "You've given me more help in the last thirty minutes than anyone's given me in a year." (3) Proactive cabin-upgrade hustle — "she had called multiple times throughout the day and got lucky catching the cancellation."
• Where they're losing deals: (1) On researching calls she doesn't collect the details needed to build a hold. (2) Her close ask can be tentative rather than assumptive. (3) The John Martin churn (planner Sherry) and Sarah's presidential-status complaint show she inherits relationship damage she can't always recover.
• Coaching priority: Tighten close language from tentative to assumptive — she's already asking; make the ask land. Highest-leverage single fix given her volume and effort.

Fia Bauer — 16031 calls

• Stats line: sentiment 0.55, conversion proxy 0.53, 34% improving, avg 673 sec.
• Inbound vs outbound: Inbound: 10291 calls, 53% conv, sent 0.58 | Outbound: 5740 calls, 54% conv, sent 0.50. Rare inbound-weighted book, and her outbound converts as well as inbound — a genuinely strong outbound closer.
• Closing technique: ask_for_order_rate 0.33, close_rate 0.38, no_attempt_on_closable 35. Highest buying-signal capture on the team (3.30/call) and highest sentiment (0.55). But her signature miss is failing to take payment when the customer offers it: customer "said 'I really wanted to pay the deposit today' and agent did not attempt to take payment immediately or offer a quick payment option."
• What's working: (1) Wins on price/value delivery — Elizabeth on a $7,400 business-class find: "Wow, let's do it." (2) Consolidates complex bookings customers trust her with — Karen: "I always go by what you recommend and I haven't been let down yet." (3) Recovers frustrated customers mid-call (Mary's Turkish Airlines rage warmed to "I appreciate...").
• Where they're losing deals: (1) Repeatedly defers payment when the customer is ready — "'let me know what deposit you need'... but agent did not quote the deposit amount or attempt to take payment." (2) Defers to vendor calls instead of holding momentum ("let me get on the phone with crystal"). (3) Doesn't collect research details when a customer volunteers dream-trip intent.
• Coaching priority: When the customer says "I want to pay today," take the card. This is the cleanest, highest-ROI fix in the entire brief — a customer with cash in hand being told to wait.

Annette C De Baca — 15847 calls

• Stats line: sentiment 0.50, conversion proxy 0.54, 20% improving, avg 453 sec.
• Inbound vs outbound: Inbound: 9337 calls, 55% conv, sent 0.54 | Outbound: 6510 calls, 54% conv, sent 0.45. Balanced conversion across directions — strong.
• Closing technique: No closing analysis available (calls_with_closing_analysis = 0) — her rows predate the closing schema. Cannot assess ask/close rates. This is a data gap, not a performance verdict.
• What's working: (1) Wins high-value agency-switch business — Marley moved 7–8 Regent bookings: "I don't wanna make another change in my lifetime." (2) Trusted advisor to vendor partners (Ama Waterways consult). (3) Handles severe post-trip complaints (Robert's Regent food-poisoning debrief) toward forward bookings on Silversea.
• Where they're losing deals: Without closing data we rely on high-objection calls: Steven's cruise-line cancellation dispute ended "they've lost me as a customer" with no recovery lever offered — she absorbed the complaint but didn't pivot to a Pavlus-led alternative until prompted.
• Coaching priority: Get her calls run through the closing schema next quarter so we can actually coach her. On qualitative read, reinforce pivoting complaint calls toward a concrete rebooking option.

Mandy Mac Mullin — 15653 calls

• Stats line: sentiment 0.48, conversion proxy 0.49, 28% improving, avg 486 sec.
• Inbound vs outbound: Inbound: 5833 calls, 57% conv, sent 0.60 | Outbound: 9820 calls, 45% conv, sent 0.41. Large inbound/outbound conversion gap (57 vs 45) and a 0.19-point sentiment gap — her outbound motion is meaningfully weaker than her inbound.
• Closing technique: ask_for_order_rate 0.31, close_rate 0.36, no_attempt_on_closable 34. Strong when she asks: "I would just need the credit card that you would like to use for the deposit." But she misses same-day urgency: customer "said 'I have to pick it up today'... agent did not explicitly confirm same-day payment/booking deadline or ask for card info to lock it in immediately."
• What's working: (1) Converts dream-trip emotion into bookings — Charleen: "it's our dream that we could afford to go there and I we got it—thank you so much Mandy." (2) Long-tenure loyalty — "I know you're gonna save me hundreds at Pavlus, that's why I've been with you guys for over twenty years." (3) Patient with anxious first-timers (Harve's 50th-anniversary constraints call).
• Where they're losing deals: (1) Doesn't act on stated same-day deadlines. (2) Doesn't capture future-booking timelines (Silversea $500 referral credit — no timeline/destination follow-up). (3) An outbound call to a do-not-contact customer (Elizabeth, secret trip) shows list-hygiene damage she can't control but that tanks her outbound sentiment.
• Coaching priority: Same-day deadline urgency — when a customer says "today," treat it as a hard close window.

Taylor Bazzoni — 14774 calls

• Stats line: sentiment 0.53, conversion proxy 0.52, 27% improving, avg 455 sec.
• Inbound vs outbound: Inbound: 3916 calls, 57% conv, sent 0.60 | Outbound: 10858 calls, 50% conv, sent 0.51. Strongly outbound-weighted (nearly 3:1); outbound sentiment holds up well.
• Closing technique: ask_for_order_rate 0.27, close_rate 0.30, no_attempt_on_closable 27 — below team on asking. Her close language is often vague and trailing: "do you want to use? Let me look." Missed signal: customer "had $250 per person already deposited on Silversea and was actively considering canceling it for Viking; agent did not ask when decision needs to be made or lock in a timeline."
• What's working: (1) Excellent at complex comparison/consultative calls — Carter: "we're probably gonna do this... on Seaborne." (2) Strong buying-signal capture (3.05/call). (3) Closes big warm bookings smoothly — Matt's biking cruise with $2,000pp promo savings, "very pleased with what you've set up."
• Where they're losing deals: (1) Low ask rate — she's being carried by warm leads. (2) The Leslie call is a red flag: "I could have done all of this... Why did we use you?" — a value-perception collapse and unaddressed service failure. (3) Doesn't lock decision timelines on switchers.
• Coaching priority: Raise the ask rate — her conversion is war

Roster filters applied to this brief

Excluded as non-sales (per agent_roster.json): Guest Relations (46525), All Pavlus Recording (37894), Reception (19528), Renee Wallace (15904), Victoria Mendoza (10980), Chey Cherry (8871), Air Department (8254), Mike Duran (8141), Tyler Snow (7493), Leann Wright (6774), Dawn Claflin (5435), Christopher Armendariz (5267), Ryan Taylor (5157), Briana Armstrong (4446), Lydia Lagos (4120), Anastasia Thomas (3892), Kenzy Escobar (3852), Dyenna McConnell (3572), Kelly Panagiotou (3440), Sam Moya (3265), Sarah Schwab (3240), Jocelyn Burgess (2958), Coaches (for recording purposes) (2836), Ashley Major (2796), Krista Decker (2070), Jennifer Leslie (1800), Emonee Pourier (1745), Pavlus - Viking Air (1729), Joanne Lambrecht (1644), Grant Dallas (1636), Michael Steudle (1366), Julianne Cricchio (1362), Heidi Burton (1047), Lauren Steudle (559), Kay Kostecki (371), Taahira Shabazz (362), Michelle Yinger (362), Shelby Steudle (156), All Reception/GR Ring (24)

Excluded for low volume (<10 calls in window): Z-Karen TF (8), Z-Pam TF (7), Z-Victoria H TF (5), Z-Sharon TF (3), Z-Stephanie TF (3), Z-Mandy TF (2), Blitz Admin (2), Z-Lee TF (2), Z-Sarah TF (1), Z-Renee TF (1), Z-Nick TF (1), Z-Fia TF (1)