Let’s get this out of the way right now: I am not a CRM implementation expert. My job is to train and strategize with Online Sales Counselors (OSCs) and companies to help them thrive in their roles and their adoption of the CRM across all departments. It’s important for the marketing, sales, and online salespeople to all be rowing in the same direction when it comes to big tools like the CRM. I’ll give you the ideas and the parameters, but I leave the nitty-gritty of CRM setup to the techies and specialists. What I do know is what a CRM should be able to do for you as an OSC in the homebuilding industry. It’s up to you to become the expert on the platform your company uses. And let’s be honest—often OSCs end up being the CRM experts in their companies. So, roll up your sleeves, dive in, and figure it out. Here’s the good news: there are resources everywhere. Your CRM likely has a support team, a knowledge base, and (bless the internet gods) YouTube. You can Google just about anything these days. Or—and here’s a crazy idea—you can play with it. Tinker, explore, and press all…
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How to Implement and Audit an OSC Program
In the last couple of years there has been an absolute scramble to get online sales counselor programs up and running. Some were done thoughtfully and strategically with proper goals, objectives, and training. Others were thrown together with a ball of twine and some duct tape. Now is the time the true programs will shine, and the ones that were done hastily will suffer. This is why auditing and training will become so important. The…
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Chat Girl: Ms. Marvel or The Marvelous Mrs. Maisel
Did I catch your attention? Are you wondering more about my TV watching and how this could possibly relate to Online Sales? Today I got a call from Chat Girl, and it was eye-opening and reinforcing why online sales training is so important and why you can’t just slap a Band-Aid on it. Some builders don’t have Online Sales Programs, but they do have live chat on their website. Some builders have OSC programs and…
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OSC Tools and Tech For A Changing Market – Here’s the Replay
If you missed the Anewgo webinar hosted by Anya Chrisanthon on jun 14th featuring myself, Heidi Schroeder, from Lasso ECI, and Cory Masters at Beacon Homes you missed a lot of fun and insights, We covered some great tools and tech you may want to be using on your website for customer engagement. These techniques and tools are great for OSCs to implement for lead nurturing and creating a strong customer journey. Don’t let me…
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I Bet You’re Kicking Yourself
As the market cools for some builders across the country, some builders are kicking themselves and upping realtor compensation. I feel like I’m having Deja Vu. I came into the new home sales industry in 2006, just as the last hot market in the early aughts began to cool. When I started to work in a builder’s office, I came to understand that the real estate agent community was very distrustful of builders, or outright…
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Don’t Kill Your Unicorn
“They Are Cutting My Pay!” The worst text ever to get from a friend who is an online sales counselor. I’ve been there. I know it’s a gut punch. I remember that punch. Back in 2009 when I was an OSC, after two years of fighting the market downturn, my pay got restructured and I was expected to work just as hard, with no bonuses or incentives. Lucky for that builder I had a very…
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The Inside Track on the Online Sales Track at the Tropical Sales Retreat
I’m pretty excited to be putting together the curriculum for the Online Sales Track at the Tropical Sales Retreat November 2-4 in Clearwater, Florida. (For more information on the retreat check it out here.) What I love about this program is that there will be something for everyone. Whether you are an OSC, an onsite sales person, or part of the leadership team there are wonderful takeaways on how to improve your sales program, your…
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