Sales Team Brief — 365d

1. The Bottom Line

We are not closing as well as we should be, and the evidence is structural, not personal. Across the analyzed population, the team asks for the order on only roughly a third of closable calls — meaning the single biggest leak isn't bad close language, it's the absence of any close attempt at all. Where planners do ask, they generally convert at a healthy rate, which tells us the raw closing skill exists but is under-deployed. The team is strong on discovery, rapport, and service recovery (customer sentiment 0.47, high buying-signal capture, strong "improving" trajectories on complex calls), and clearly strong inbound; the consistent weakness is outbound (voicemail-heavy, misdials, weaker conversion) and the failure to convert warm buying signals into an in-call deposit or a documented next step.

2. Performance by Planner

Rose Morrissey — 6767 calls

• Stats line: sentiment 0.45, conversion proxy 0.54, 25% improving (1676/6767), avg duration 523s.
• Inbound vs outbound: Inbound: 2378 calls, 57% conv, sent 0.53 | Outbound: 4389 calls, 52% conv, sent 0.41. Heavily outbound-weighted (65%); outbound sentiment is notably lower, and her worst calls are all outbound dead-ends (IVR, wrong number, voicemail).
• Closing technique: ask_for_order 0.30, close_rate 0.31, no_attempt_on_closable 56. Her strong closes are clean and direct ("I will make sure that we charge $12,049 on the credit card that you gave me" → closed_in_call). But the missed-signal pattern is follow-through: customer said "I'll let you know whether it's a go or not... by June 15th" and "Rose did not explicitly offer to schedule a follow-up call on or immediately after that date." She closes fine when she asks; she just doesn't lock timelines.
• What's working:
• Emotional recovery on high-stakes calls: JoAnne, grieving her son's death anniversary and considering canceling, ended with "This isn't anything compared to getting my husband or son back but this is pretty special. Thank you so much rose."
• Value delivery drives euphoria: Forbes Anne — "Oh, my god! That is amazing... It's a done deal for sure. I just love it!"
• Real-time multi-line research under objection load: Keith's 42-min Scandinavia comparison call sustained engagement across 9 objections and ended committed to "call back Monday with decision."
• Where they're losing deals:
• Reassurance without commitment: customer said "I don't want to be left hanging" about passport info and "agent did not commit to a specific timeline for verifying completion with Globus."
• Missed upsell on volunteered intent: 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/cross-sell."
• Outbound hygiene: multiple worst calls are misdials/voicemails ("You have reached Kane insurance services"), pure wasted dials.
• Coaching priority: Convert her strong discovery into locked next steps — end every deferred call with a specific dated callback and a hold/deposit ask.

Donna Fontenot — 6132 calls

• Stats line: sentiment 0.46, conversion proxy 0.49, 23% improving (1399/6132), avg duration 383s.
• Inbound vs outbound: Inbound: 2010 calls, 53% conv, sent 0.55 | Outbound: 4122 calls, 48% conv, sent 0.41. Two-thirds outbound; outbound sentiment sits well below inbound.
• Closing technique: ask_for_order 0.31, close_rate 0.36, no_attempt_on_closable 50. Strong close language is textbook: "Okay, so which credit card do you want me to use for your deposit?" (closed_in_call). Weakness is hesitation on green lights: customer said "that's still fine" regarding a $100 increase "but agent did not pivot to confirming the final rate or taking a deposit to lock in the cabin."
• What's working:
• Deep loyalty from relationship clients: Brandon (Osana Cruises) called unprompted — "I just wanted you to hear from me and tell you how much that means to us and how thankful I am."
• Empathetic complaint handling: Regina's ruined Uniworld cruise — "If I wanted a bus tour, Donna, I would have booked a bus tour" — ended "grateful and cooperative" after Donna committed to escalation.
• Patient discovery with anxious solo travelers: Elaine (77, feared being stranded like Prague) warmed and agreed to wait for Donna's Philippines options.
• Where they're losing deals:
• Doesn't secure holds on research-mode readiness: "let me go over this and see what the boss can work out... agent did not ask for permission to place a courtesy hold."
• Leaves spouse-decision calls open-ended: "speak to my wife and I'll get back to you... agent did not ask when that conversation might happen or offer to call the wife directly."
• Doesn't pivot on price frustration: customer said insurance pricing was "crazy" multiple times "but agent did not pivot to exploring cost-saving alternatives."
• Coaching priority: Trial-close on affirmation signals ("that's still fine") — treat every "that works" as a cue to ask for the deposit.

Lee Alvarez — 5840 calls

• Stats line: sentiment 0.48, conversion proxy 0.47, 18% improving (1042/5840), avg duration 299s.
• Inbound vs outbound: Inbound: 1692 calls, 54% conv, sent 0.55 | Outbound: 4148 calls, 44% conv, sent 0.44. Strong inbound/weak outbound asymmetry — outbound is 71% of volume but converts 10 points lower.
• Closing technique: ask_for_order 0.33, close_rate 0.37, no_attempt_on_closable 37. Solid direct closes: "do you want me to use one of the credit cards we have on file for your deposit" (closed_in_call). Missed signals cluster on not answering the customer's decision question: "customer asked... 'if you were taking this trip, would you cancel it?' and agent deflected rather than answering directly."
• What's working:
• Clean warm-handoff execution: Emily's account transition ended with her praising Viking and confirming both booked cruises.
• Advocacy wins: Joe's Uniworld extension reinstated as a private tour — "That is amazing. We're in a great place. Thank you so much."
• Complex multi-couple coordination: Ron Schwartz's AmaWaterways Egypt call resolved pricing confusion and secured multiple holds.
• Where they're losing deals:
• Empathy gap on process complaints: Bella's payment posted without a call — "I've never ever had anybody posted without first calling me" — and "the agent... did not apologize for the process gap," causing her to "withdraw her loyalty."
• Doesn't set callback dates on tight decision windows: "customer stated he has 3 days to decide and Lee could have scheduled a specific follow-up call on Sept 27th."
• Doesn't secure deposits on rebooking readiness: "I'll get them out to you this afternoon' but never confirmed a specific time or asked for credit card to secure the three cabins."
• Coaching priority: On process/complaint calls, lead with an apology and ownership; on decision-window calls, always book the dated callback.

Tracey Radler — 5812 calls

• Stats line: sentiment 0.50, conversion proxy 0.53, 31% improving (1820/5812), avg duration 614s.
• Inbound vs outbound: Inbound: 1210 calls, 57% conv, sent 0.58 | Outbound: 4602 calls, 51% conv, sent 0.48. Outbound-heavy (79%) but her outbound holds up better than most — outbound conversion 51% is strong.
• Closing technique: ask_for_order 0.35, close_rate 0.34, no_attempt_on_closable 25 (low). Close language is sometimes vague/fragmented: "Okay. Do you want me to use? Yeah." and "Do you want me to add it? It's $5,499 per person." Several strong-close examples ended only deferred_commitment, suggesting the close language itself needs sharpening. Missed signals are discovery gaps: "I want to do a river cruise in Europe' and agent never asked about preferred dates, budget, or cabin preferences."
• What's working:
• Client advocacy that earns loyalty: J. Sullivan — "you went to bat for me... you've got customers forever."
• Service recovery via workaround: M DiCamillo's $3,641 refund check — "You are the best. That's very sweet of both of you."
• Highest improving-trajectory share of the high-volume group (31%) — she moves the room on long, objection-heavy calls (Donal's 30-min Europe-to-US-cruise pivot ended "appreciative and hopeful").
• Where they're losing deals:
• Discovery abandoned on researching intent: "we're looking forward to the trip' but agent did not ask when they planned to travel."
• Doesn't confirm callback ETAs: "Agent did not explicitly confirm the callback time or give customer an ETA, leaving uncertainty about when payment would be finalized."
• Couldn't salvage the Sherry-relationship churn: John Martin — "I thought I was building a relationship with Sherry and apparently she doesn't want to deal with me" — rejected both recovery offers (this is largely a company/assignment failure, not Tracey's).
• Coaching priority: Firm up close language from "Do you want me to use? Yeah" into a clear "I'll put the $X deposit on your Visa on file today — okay?" and always follow research readiness with date/budget/cabin questions.

Victoria Hill — 5690 calls

• Stats line: sentiment 0.52, conversion proxy 0.52, 22% improving (1253/5690), avg duration 516s.
• Inbound vs outbound: Inbound: 2905 calls, 56% conv, sent 0.61 | Outbound: 2785 calls, 46% conv, sent 0.43. Nearly balanced volume, but a sharp inbound/outbound split: 10-point conversion gap and 18-point sentiment gap.
• Closing technique: ask_for_order 0.37, close_rate 0.40 (best among high-volume planners), no_attempt_on_closable 24. Strong, confident closes: "So we want to move forward with the Vista balcony. Which credit card you want me to use?" Missed signals are future-trip upsells she leaves on the table: "another one may come up during the year... I'll just pay money towards the 2027 cruise ahead of time' but agent did not explore rebooking or future cruise deposit opportunities."
• What's working:
• Highest buying-signal capture in the group (3.02/call) and top close_rate — strong closer when engaged.
• Immediate readiness conversion: Brenda — "I cannot thank you enough... I prefer traveling like this through a travel agent who takes care of everything," booked solo Sedona tour in-call.
• Recovering wounded loyal clients: Betsy's 82-min "I feel invisible" call ended "collaborative, appreciative, and ready to make a booking decision together."
• Where they're losing deals:
• Doesn't probe "pretty sure" into confirmed: "we're both pretty sure we want to do this' and agent did not ask... what needs to happen for Tony to move from 'pretty sure' to confirmed booking."
• Loses churn-risk clients to responsiveness: Allen — "we gave you another chance, we call and it's taking more than 48 hours to get a call back" — had already booked elsewhere (a callback-timing/process failure).
• Leaves future-deposit money uncaptured (see missed-signal quote above).
• Coaching priority: She's the strongest closer — amplify by adding a forward-booking ask ("shall I place a deposit toward that 2027 cruise now?") to every satisfied service call.

Fia Bauer — 5425 calls

• Stats line: sentiment 0.55 (highest in high-volume group), conversion proxy 0.52, 31% improving (1679/5425), avg duration 646s.
• Inbound vs outbound: Inbound: 3340 calls, 53% conv, sent 0.59 | Outbound: 2085 calls, 52% conv, sent 0.48. Inbound-weighted (62%) — a warmer baseline that suits her; outbound conversion holds near inbound.
• Closing technique: ask_for_order 0.33, close_rate 0.38, no_attempt_on_closable 35. Closes are process-confident: "let me go ahead and run this through and I will send you the confirmation of purchase." But the recurring, costly miss is failing to take payment when the customer explicitly asks to pay: "'I really wanted to pay the deposit today' and agent did not attempt to take payment immediately" (appears twice). Also "'let me know what deposit you need so I can get that arranged'... but agent did not quote the deposit amount or attempt to take payment."
• What's working:
• Highest sentiment and highest buying-signal capture (3.14/call) in the high-volume tier — exceptional discovery and warmth.
• Converts euphoric commitment: Maya's three-leg cruise — "I am ready... instructed agent to 'go ahead and do that for you now' regarding deposits."
• Turns frustration into problem-solving: Mary's two-day airfare nightmare warmed to "I appreciate" as Fia engaged rather than defended policy.
• Where they're losing deals:
• Deferring payment the customer is offering — the single clearest close leak in the dataset (two verbatim instances of "I really wanted to pay the deposit today" going untaken).
• Deferring to a colleague instead of quoting a deposit: "'let me know what deposit you need'... agent deferred by saying 'let me get on the phone with crystal.'"
• Doesn't start capturing details on research intent: "she is 'looking for help' and wants to 'make that dream vacation'—agent could have asked what ship, dates, or cabin type."
• Coaching priority: When a customer says "I want to pay today," take the card that moment — never defer a volunteered payment. This one habit alone should lift her close_rate materially.

Mandy Mac Mullin — 5224 calls

• Stats line: sentiment 0.48, conversion proxy 0.49, 26% improving (1354/5224), avg duration 485s.
• Inbound vs outbound: Inbound: 1811 calls, 56% conv, sent 0.60 | Outbound: 3413 calls, 45% conv, sent 0.42. Outbound-heavy (65%) with an 11-point conversion gap and 18-point sentiment gap — classic strong-inbound/weak-outbound profile.
• Closing technique: ask_for_order 0.31, close_rate 0.36, no_attempt_on_closable 34. Direct closes work: "I would just need the credit card that you would like to use for the deposit." Missed signals are same-day urgency left unclosed: "'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."
• What's working:
• Emotional dream-fulfillment closes: Charleen — "it's our dream that we could afford to go there and I we got it—thank you so much Mandy."
• Long-tenure trust: 22-day transatlantic booker — "I know you're gonna save me hundreds at Pavlus, that's why I've been with you guys for over twenty years."
• Strong consultative synthesis: Pat's 8-person Rhône group — "I think I need someone to help... to figure out what makes sense for our group."
• Where they're losing deals:
• Doesn't lock same-day deadlines: two instances of "I have to pick it up today" ending in loose async handoff.
• Doesn't capture future-booking leads: "$500 referral credit from Silversea. I'd like to go on a Silversea one' and agent did not ask about timeline, destinations, or travel dates."
• Price-shock calls stall (Gail Bayer, $38k Silversea shock): declined trajectory, no reframe toward a lower-cost fit in-call.
• Coaching priority: On any "I have to decide/pick up today," convert urgency into an immediate deposit ask rather than an email.

Taylor Bazzoni — 5085 calls

• Stats line: sentiment 0.51, conversion proxy 0.51, 23% improving (1193/5085), avg duration 401s.
• Inbound vs outbound: Inbound: 858 calls, 57% conv, sent 0.58 | Outbound: 4227 calls, 49% conv, sent 0.50. Extremely outbound-heavy (83%) — one of the most lopsided books on the team. Outbound conversion holds up decently (49%).
• Closing technique: ask_for_order 0.27 (low), close_rate 0.30 (low), no_attempt_on_closable 27. This is an ask-rate problem, not a language problem: many strong closes are actually vague or trailing ("do you want to use? Let me look."). Missed signals show passive ackn

Roster filters applied to this brief

Excluded as non-sales (per agent_roster.json): Guest Relations (14853), All Pavlus Recording (8206), Reception (5740), Victoria Mendoza (4581), Lydia Lagos (4117), Kelly Panagiotou (3431), Ryan Taylor (3298), Briana Armstrong (2929), Chey Cherry (2678), Mike Duran (2677), Air Department (2581), Anastasia Thomas (2578), Tyler Snow (2400), Leann Wright (2209), Krista Decker (2070), Emonee Pourier (1745), Grant Dallas (1636), Kenzy Escobar (1535), Julianne Cricchio (1362), Sam Moya (1347), Ashley Major (1216), Dyenna McConnell (948), Jennifer Leslie (837), Dawn Claflin (725), Coaches (for recording purposes) (599), Sarah Schwab (576), Pavlus - Viking Air (551), Joanne Lambrecht (526), Christopher Armendariz (375), Kay Kostecki (371), Taahira Shabazz (362), Michelle Yinger (362), Michael Steudle (167), Heidi Burton (96), Jocelyn Burgess (66), Renee Wallace (39), Shelby Steudle (27), All Reception/GR Ring (5)

Excluded for low volume (<10 calls in window): Z-Annette TF (9), Z-Lauren R TF (8), Z-Karen TF (6), Z-Pam TF (4), Z-Lee TF (2), Megan Stewart (2), Z-Nick TF (1), Z-Fia TF (1)