Sales Team Brief — 30d

1. The Bottom Line

We are not closing well, and the data points to one dominant cause: planners are not asking for the order. Across the team, roughly a quarter of closable calls include a direct ask, and the outcome distributions are dominated by "no_close_attempted" and "deferred_commitment." Where the team is genuinely strong is inbound warmth and rapport — customers arrive positive (inbound sentiment routinely 0.5–0.65) and planners hold that mood — but that warmth is not being converted into in-call commitments. The team's weakness concentrates on the outbound motion (sentiment and conversion collapse vs. inbound for nearly every planner) and on the moment a buying signal appears: planners acknowledge it, then move on rather than pivoting to "shall I book that today?" The highest performers (Fia Bauer, Victoria Hill, Rachael Taylor, Shari Bazzoni, Dianne Kincaid) simply ask more and close more; the laggards (Madison Silvernail, Heather Baca, Melissa Pool, Andrea Zacarias) are being carried entirely by inbound and generate voicemail on outbound.

2. Performance by Planner

Taylor Bazzoni — 854 calls

• Stats line: sentiment 0.39, conversion proxy 0.43, 14.5% improving, avg 282 sec.
• Inbound vs outbound: Inbound: 102 calls, 67% conv, sent 0.58 | Outbound: 752 calls, 39% conv, sent 0.37. Heavily outbound-weighted (88%) — inbound converts at nearly double the rate but is a tiny slice of volume; the outbound engine is where most calls live and it's mediocre.
• Closing technique: ask_for_order_rate 0.26, close_rate 0.29, no_attempt_on_closable 13. The close language works when used ("I have this fair, this business class fair and if we're gonna book it I want to do it right this minute. Because I don't wanna lose it" → closed). The problem is frequency: 481 of 854 calls have zero close attempt. Costly miss: customer said "$2,000 cash back on one of the trips. That's pretty good" but "agent did not immediately ask 'shall I pull those schedules and book the airfare through Pavlus today?' to close while interest was high."
• What's working: (1) Genuine, low-friction transactional closes — Kevin: "Perfect. Yeah, for those three people, please charge whatever you need." (2) Candor builds trust on complex sales — Mason: "I'm prepared to book it now. I don't wanna lose the hold on the cabin" after Taylor gave honest pros/cons of insurance carriers. (3) Relationship warmth on courtesy calls — "He's like a father to me. Thank you so much for please help me to make this a special for time."
• Where they're losing deals: (1) Misses insurance retention pivots — customer said travel insurance "might actually be worth it and agent did not pivot to explaining insurance options or cost." (2) Doesn't lock warm intent — "provided deposit and insurance details but did not ask customer to commit or confirm she was ready to book when/if she called back." (3) On complaint escalations (Judith's Uniworld cabin downgrade, Carla's refund) sentiment stays at −0.8 with no recovery arc, though several of these are genuine operator failures, not Taylor's technique.
• Coaching priority: Ask more often. Taylor's close language is fine; the issue is that 56% of calls never get an ask. Instrument a trial close on every call where a buying signal appears.

Rose Morrissey — 851 calls

• Stats line: sentiment 0.39, conversion proxy 0.40, 19.4% improving, avg 476 sec.
• Inbound vs outbound: Inbound: 287 calls, 49% conv, sent 0.54 | Outbound: 564 calls, 35% conv, sent 0.31.
• Closing technique: ask_for_order_rate 0.27, close_rate 0.28, no_attempt_on_closable 20. Strong closes are payment-menu style ("I have an American Express and a visa card which one did you want to use?" → closed). But the miss pattern is stark: customer said "let me just look at the confirmations and get this deposit done ASAP" and "agent did not attempt to collect payment information or confirm the exact timing for the call-back to process the deposit."
• What's working: (1) Deep consultative discovery on cabin selection — Emily: "I don't know what I don't know and Nancy was giving me some tips like, you know, use our agent to find a good location for your room," and Rose walked her through deck plans to recommend cabin 7308. (2) Real-time value rescue — Sarah discovered a $1,000 Seaborn overcharge and Rose confirmed the discrepancy live: "I'd like a clean booking simply with you guys." (3) Long-relationship stewardship — Leon: "I can't imagine trying to book that independently."
• Where they're losing deals: (1) Leaves ready-to-book customers with no captured next step — "I'll be in touch again soon" met with no callback time. (2) Doesn't quantify savings to drive urgency — customer mentioned "$800–$1,000 savings per person… that's a pretty good chunk of money" but agent "did not ask how many travelers or confirm total family/group savings." (3) Outbound generates dead-air calls ("I." → "What is?" 30-sec fail).
• Coaching priority: Convert her excellent discovery into an ask. She earns the right to close but stops at "I'll send it over."

Nick Bazzoni — 832 calls

• Stats line: sentiment 0.32, conversion proxy 0.31, 10.5% improving, avg 278 sec.
• Inbound vs outbound: Inbound: 166 calls, 52% conv, sent 0.60 | Outbound: 666 calls, 26% conv, sent 0.25. 80% outbound and it's the team's weak motion — inbound converts at double.
• Closing technique: ask_for_order_rate 0.25, close_rate 0.26, no_attempt_on_closable 9. Best close is a deadline nudge: "the final payment is due today. So whenever you can just get with us and we'll get it taken care of for you." Costly miss on a complaint that went to "lost": customer "stated upfront he had flexibility on dates if it meant securing the beach-side rooms, and agent did not immediately pivot to exploring adjacent weekends as a solve path before Frank escalated to cancellation threat."
• What's working: (1) Group-coordination reassurance — Sean: "I don't want to be the quarterback on this… if you guys handle that, that would be amazing," and Nick booked a Friday appointment. (2) Clean payment execution — Nancy's $16,600 ACL booking split across two cards without friction. (3) Patient handling of chaos — Catherine's four-operator Japan comparison warmed from "frustrated and harried" to "collaborative and appreciative."
• Where they're losing deals: (1) Vague follow-through — customer gave "a specific callback window ('sometime after twelve Eastern Time') but agent did not explicitly confirm the exact time or date." (2) Doesn't pin dates when customer signals flexibility — "wants 'those same rooms on those other dates'… could have confirmed exact alternative weekend dates right then instead of leaving it vague." (3) High voicemail volume on outbound (multiple 15–26 sec dead calls).
• Coaching priority: Outbound conversion (26%) is dragging his whole line down. Rework the outbound opening and require a concrete next-step commitment (date + time) on every live call.

Fia Bauer — 830 calls

• Stats line: sentiment 0.47, conversion proxy 0.42, 21.6% improving, avg 564 sec.
• Inbound vs outbound: Inbound: 417 calls, 47% conv, sent 0.60 | Outbound: 413 calls, 37% conv, sent 0.34. Balanced split — unusual and healthy.
• Closing technique: ask_for_order_rate 0.37, close_rate 0.43, no_attempt_on_closable 20. One of the strongest closers on the team. Confident permission-close: "if you are ready to deposit, I do have your visa card on file ending 19660 and I'm happy to proceed" → closed. When she asks, she closes at a high rate.
• What's working: (1) Clean, low-pressure asks tied to card-on-file — John: "Okay, that's what's important. Sounds good and you've got our names and everything" (52-sec close). (2) High buying-signal capture (2.4/call, top of team) from thorough discovery — Barbara's Danube comparison; Anne's promo-code optimization. (3) Handles high-objection ready-to-book calls without losing them — Jerry (Arizona-to-Quebec logistics, wife's mobility): "I think the price is great and… you set up everything perfectly."
• Where they're losing deals: (1) Still leaves some verbal commitments unlocked — "customer said 'we're gonna stay with the Tokio' (clear decision) but agent never confirmed the booking was locked." (2) Occasionally defers a stated deposit — "'I would like to confirm the deposit' and agent did not ask for payment method." (3) Outbound generates misdials (cardiology office, 111-sec) — data hygiene, not technique.
• Coaching priority: She's a model to amplify. Close the small gap of confirming verbal "yes" decisions in writing on the call — that alone would lift her 0.43 close rate further.

Donna Fontenot — 818 calls

• Stats line: sentiment 0.40, conversion proxy 0.41, 15.6% improving, avg 324 sec.
• Inbound vs outbound: Inbound: 244 calls, 50% conv, sent 0.57 | Outbound: 574 calls, 37% conv, sent 0.32.
• Closing technique: ask_for_order_rate 0.32, close_rate 0.35, no_attempt_on_closable 20. Above-median closer. Direct payment asks work: "Do you want to give me the credit card so we can get this deposit posted and get that part out of the way?" → closed. Miss pattern is unexplored extensions: customer "mentioned 'I'm thinking of going into Turkey ahead of time' but agent did not ask for trip dates, number of travelers, budget."
• What's working: (1) Slows down and explains process to anxious first-timers — Laura went from "wary and slightly defensive about the agent's pace" to "I'm thrilled. I'm glad you called." (2) Reassures self-doubting solo travelers — Gail: "I'm just kind of winging this cause I don't know enough about Italy myself… but that's why I'm here." (3) Warm payment execution — George's Amex Platinum booking.
• Where they're losing deals: (1) Leaves add-on revenue on the table — "family will be staying a couple of extra days in London… agent did not explore or confirm whether hotel support was needed." (2) Doesn't commit to follow-up timelines on service issues — "Donna offered to reach out, but no specific commitment was made to follow up or send customer a timeline." (3) Process issue on file: "agent initially hung up on customer when answering the phone" (2x).
• Coaching priority: Capture the extension/add-on signals she's hearing — she surfaces them but doesn't pursue them.

Mandy Mac Mullin — 709 calls

• Stats line: sentiment 0.35, conversion proxy 0.37, 20.9% improving, avg 435 sec.
• Inbound vs outbound: Inbound: 213 calls, 50% conv, sent 0.59 | Outbound: 496 calls, 32% conv, sent 0.25.
• Closing technique: ask_for_order_rate 0.27, close_rate 0.32, no_attempt_on_closable 11. Payment-processing closes are solid ("I will put this payment through here and then… I'll get them emailed over to you"). But repeated, glaring miss: customer "stated 'we have to put $3,500 on something' and proposed a concrete deposit split ($1,750 each on two cruises), but agent did not confirm whether the customer wanted to proceed" — twice.
• What's working: (1) Creative problem-solving that wins loyalty — she used placeholder data to unlock a booking system and reserve an excursion for a customer's brother: "This is a terrible way to get introduced to a new customer… but thank you for figuring out a way to solve the problem." (2) Enthusiastic value framing — Linda: "I'm so excited. Okay, great. This is wonderful. Okay, so you're gonna book us." (3) Detailed multi-line comparison for group planners — Pat's 8-person Rhône cruise.
• Where they're losing deals: (1) Doesn't act on customer-stated deposit instructions — the $1,750 split twice ignored. (2) Doesn't recover declining sentiment on service calls — Susanna's Silversea transfer stayed at −0.85, ending "I don't give app on your company honestly." (3) Sticker-shock calls (Gail, $38k/$55k Norway) declined with no reframe to a lower-price alternative in-call.
• Coaching priority: Act on explicit buy instructions. When a customer literally proposes the payment split, process it — don't defer.

Tracey Radler — 646 calls

• Stats line: sentiment 0.36, conversion proxy 0.40, 19.7% improving, avg 476 sec.
• Inbound vs outbound: Inbound: 99 calls, 51% conv, sent 0.59 | Outbound: 547 calls, 38% conv, sent 0.32. Heavily outbound (85%); inbound is a thin but strong slice.
• Closing technique: ask_for_order_rate 0.36, close_rate 0.36, no_attempt_on_closable 10. Solid, above-median. Direct deposit asks: "what credit card did you want to use for the $50 deposit?" → closed. Miss pattern is unexplored second-trip / anniversary hooks: "Brad did volunteer that he and his wife… mentioned a neighbor in Austria — agent did not confirm if this trip is tied to an anniversary."
• What's working: (1) Layered promo stacking to drive excitement — Cindy: "Oh, so exciting. I'm so excited," after Tracey stacked "$200 off + $500 shipboard credit + $250 from Viking + $150 from Pavlus." (2) Group-booking coordination — Karen rebooked and added two companions, providing cards without hesitation. (3) Methodical objection-handling on high-consideration calls — Warren compared website vs. Pavlus pricing and committed after Tracey walked cabin categories.
• Where they're losing deals: (1) Doesn't leverage referral/family connections offered — Brad's stepson at American Airlines: "agent acknowledged but did not offer specific help coordinating group airfare." (2) Outbound often reaches supplier voicemail (Windstar) rather than customers — some of these are legitimate operator calls miscoded, but the volume of dead outbound is notable. (3) A colleague-coverage gap during her absence (family death) left a customer's emails and voicemails unanswered — a process/coverage issue, not her technique.
• Coaching priority: Mine the offered connections and second-trip signals. Her close mechanics are fine; the missed revenue is in the volunteered leads she doesn't pick up.

Pam Chavez — 622 calls

• Stats line: sentiment 0.39, conversion proxy 0.49 (highest-volume high converter), 14.5% improving, avg 313 sec.
• Inbound vs outbound: Inbound: 212 calls, 58% conv, sent 0.52 | Outbound: 410 calls, 45% conv, sent 0.32. Note: outbound at 45% is strong for the team.
• Closing technique: ask_for_order_rate 0.31, close_rate 0.39, no_attempt_on_closable 20. Here's the tension: high conversion proxy (0.49) but only middling ask rate (0.31) — she's partly carried by warm, repeat, transactional traffic. Direct execution closes are natural ("so you want me to go ahead and get you guys booked on the same cruise as the clicks" → closed). Miss: customer said "I really wanna make a decision soon" and agent "did not propose a specific timeline or follow-up call."
• What's working: (1) Deep relationship trust that produces unprompted asks — Jack: "You're our go to lady for travel. Thank you for looking after us." (2) Frictionless deposit-on-the-spot — Billy: "that trip you saved for us the other day, you can go ahead and confirm that and we'll pay for it." (3) Post-trip feedback capture that seeds re-booking — Sandra: "we'll think about what we might be doing next."
• Where they're losing deals: (1) Fragmented value explanations on transfer calls — Randy: "I've done sixteen of these trips… they bend over backwards to include everything," sentiment declined; her explanations were "often fragmented and confusing." (2) Doesn't lock decision timelines. (3) System access gaps ("agent unable to access booking system to complete seat assignment," 2x) — process, not her.
• Coaching priority: Raise the ask rate. Her conversion

Roster filters applied to this brief

Excluded as non-sales (per agent_roster.json): Victoria Mendoza (1060), Emonee Pourier (744), Ryan Taylor (546), Grant Dallas (515), Lydia Lagos (514), Chey Cherry (498), Kelly Panagiotou (485), Briana Armstrong (480), Mike Duran (450), Julianne Cricchio (431), Anastasia Thomas (402), Krista Decker (386), Tyler Snow (354), Kay Kostecki (286), Leann Wright (254), Michelle Yinger (236), Kenzy Escobar (228), Ashley Major (164), Jennifer Leslie (131), Sarah Schwab (108), Joanne Lambrecht (76), Sam Moya (74), Dawn Claflin (58), Michael Steudle (18), Dyenna McConnell (12), Christopher Armendariz (11), Shelby Steudle (4), Jocelyn Burgess (2)

Excluded for low volume (<10 calls in window): Ashley Pryde (2)