At Hello OSC University, we have redefined the role of an OSC. Online Sales Concierges are more than just online receptionists or additional salespeople; they are essential guides and facilitators for your clients. The process of finding a new home is a significant life event, and having someone to guide and support clients through their interactions with you (the builder) ensures their home-building experience is positive and memorable.
OSCs trained by Hello OSC University:
- Respond to online inquiries promptly and professionally
- Keep potential buyers informed about new community developments, design releases, site plan updates, model home openings, new incentives, and price changes
- Schedule on-site visits for digital leads
- Guide potential buyers to the communities and homes that best match their unique needs, preferences, and budget
- Provide continuous updates to potential buyers about community and home progress
- Keep realtors updated about community advancements
- Ensure no lead is overlooked and every inquiry is addressed with care
We go beyond merely setting appointments; our OSCs are trusted advisors and sources of knowledge, bridging the gap between builders and customers. They instill confidence in buyers and empower them to make informed decisions, ensuring that interactions with other team members are productive for all parties involved.
3 Key Elements of an Effective OSC
Our OSCs stand out because:
- They deeply understand buyers’ motivations. Our OSCs are committed to helping potential buyers by asking in-depth questions to understand their reasons for moving, beyond just the basic details like location, budget, and number of bedrooms. They seek to understand what drives the buyers’ decisions, including their likes and dislikes about their current home, their non-negotiables, and any upcoming life events that might influence their choices. OSCs aim to grasp what buyers aspire to achieve. Do they want a sense of community? A safe neighborhood for their children? A certain feeling when they arrive home? Our OSCs aim to uncover all these details.
- They create comprehensive buyer profiles. All the information gathered about potential buyers is entered into your CRM for the entire team’s benefit. This data is regularly updated as more is learned. The profiles include not only practical information like contact details, budget range, and preferred community and floor plans but also details about their current home status, realtor collaborations, reasons for relocating, and personal information about the buyers and their families.
- They streamline the appointment process. OSCs confirm appointments and follow up afterward to find out how the on-site visit went. This follow-up allows buyers to ask any questions they may have missed during their visit. If an appointment falls through or if a community isn't the right fit, our OSCs continue to maintain contact to ensure every potential buyer has the chance to become a customer.
The role of an OSC, while demanding, is incredibly rewarding. Our OSCs serve as key facilitators, ensuring both builders and buyers have a successful experience. Though they often work remotely, our OSCs are never truly alone – we provide continuous support and training to enhance their skills.
If your OSC isn't meeting the standards of our OSCs, it's time to invest in their career and discuss training options to elevate your current OSC to the standards we proudly uphold at Hello OSC University. Let us help you revolutionize your online sales strategy.
