There are certain things that successful OSC programs need, and as we prepare for the coming year it’s time to make sure that we are doing the best we can with this important program.
The Right Person or People in the Right Seats – I’d love to say that every online sales counselor is gold… but that’s just not true. Many of them can be with the right training and coaching. But sadly, there are always going to be people who were thrown into this role during the pandemic, who may not be suited for it when it comes to actually having to do more than taking appointments.
The Right Tools and Processes – Right now, as the market cools and it’s not as easy to set an appointment, we need to make sure we have the right foundational tools and processes. This means having a strong, lead generating website, having a robust CRM with great tracking, follow-up, and accountability for online and onsite sales agents. Making sure that all tools and channels feed into your website and manual lead entry is minimized or eliminated. It’s too easy to lose leads.
The Right Training and Coaching –David Hagan said (and I’m paraphrasing) you are not an expert just because 20 years ago you learned to be a real estate agent and have done the same thing over and over again for 20 years. Just because you learned how to do a job 20 years ago, it doesn’t mean you have nothing more to learn. Continued growth and learning is a key to remaining successful. Learning is an ongoing process. Whether you started as an OSC 2 months ago or 10 years ago, there is always more to refresh, re-imagine, review, and retool. As a trainer I’m constantly open to new ideas, tools, and techniques. The world is constantly changing, our buyers are too. We need to make sure we are meeting them where they want to be met, to provide the best customer experience.
Now is the time to invest in assessments. Assess your people, your tools, your processes, and your goals and objectives with this role. Bring in new ideas, refresh old skills, and make sure you are set up on a strong foundation for any selling environment.
You can’t afford not to.