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The OSC Value: Why Online Sales Consultants

Our OSCs kickstart our Customer Journey with incredible CX! The OSCs are focused on taking leads generated by our marketing efforts and vetting them for our Community Managers.

Why Online Sales Consultants

  1. The Voice of the Company: Our Online Sales Consultants are typically the first person our prospects speak to when contacting Summit Homes or clover & hive, making them the voice of Summit Homes and clover & hive. They know the ins and outs of our brand, processes, products, communities and inventory. If they don't know the answer, they know who to call.
  2. Wealth of Information: They are the first stop for consumers looking for information. From community-specific questions to general inquiries, they handle it all! By funneling all calls through our OSC, they can filter and vet calls to capture qualified leads for our Community Managers.
  3. Your Sale Partner: At the core, the Online Sales Consultants focus on taking leads generated by our marketing efforts and vetting them for our Community Managers. We know that by capturing high-quality leads and vetting them through our follow-up process, our Community Managers will likely convert to a sale.

 

How to Support Our OSC

There are a few ways to help make the most of the OSC as a Community Manager. Here are a few of those things.

  1. Response Time: If you're assigned a lead from an OSC, respond within 5-15 minutes! The quicker the response, the higher the chances of conversion.
  2. Calendar Updated and Connected: All appointments will be scheduled via your Hubspot appointment link, putting the appointment time on your calendar and the prospects. It's imperative that your contact is up to date to allow the OSC to book appointments efficiently.
  3. Communication: Keep the OSC in the know on the status of the lead by adding detailed notes into Hubspot. Given the volume of leads, your notes should be added directly into Hubspot to ensure that anyone can access and quickly see the status of the lead.
  4. Make it Personal: Our leads have already been vetted and are queued up for you! Make your communication personal, engagement and high-energy. We want them to know how excited you are to connect!
  5. Closing the deal: One of our OSC leads just signed a contract! Yes! Always alert the OSC immediately and properly adjust the Hubspot contact to reflect the status. This helps us track the success of our OSC lead conversion and properly recognize your efforts.

 

The Lead Hand-off

When it comes to the OSC to CM hand-off, here are a few key elements that help initiate the ideal customer experience.

  1. The OSC will use our Hubspot appointment links to find an open spot on the Community Manager's calendar to find a timeslot that works for the prospect. The default is to set up during our Sales Office Hours. Should it fall outside that time, the OSC will confirm an alternative time with you before booking.
  2. The OSC will set up the appointment, adding the appointment to both the Community Manager and prospect's calendars.
  3. The OSC will send a hand-off email through Hubspot introducing the prospect to the Community Manager.
  4. The Community Manager logs into Hubspot to review the prospect's notes to ensure they are prepped and ready for the appointment. 
  5. One day before the appointment, the Community Manager should call and remind the prospect and say how excited they are to meet on x day and x time. 
  6. Should the appointment time need to change by either the prospect or the Community Manager, it is the Community Manager's responsibility to find a new time and alert the OSC of the changes by updating Hubspot. 
  7. Following the appointment, the Community Manager will update Hubspot with the appointment results, change the lead status and explain the next steps they are taking to convert to a sale. The Community Manager should alert the OSC if the prospect cancels or is a no-show. 
  8. A week after the confirmed appointment, the OSC will call the prospect to see how things went and ensure the prospect is still engaged and on track to purchase.

    A couple of notes:

    If the Community Manager represents both Summit and clover & hive, the appointment booking tool will only be used for Summit appointments. Instead, the OSC will do the hand-off the same way, without the calendar invite.

    Some prospects call with an immediate request for an appointment or same-day showing. In this instance, the OSC will call you directly to ensure the appointment time works for you before setting up and going through the above process.