Where are the majority of your leads coming from? For most, it’s obvious: they come from your website and social media. Statistically, well over 95% of your buyers first engage with you online. So, the goal is to get those prospects off their devices and into your model home.
There are a couple of wrinkles in getting that done: First, the skills needed to work with people remotely are much different than face-to-face selling. Phone and email follow-up can be tedious and time-consuming, and busy salespeople just don’t have the patience for that. Second, you’re likely working with a limited sales staff and need those sales professionals to work with customers well past the purchase stage.
Here’s where you switch to Zone Offense.
Think of your Online Zone and your Model Zone, each different, and assign the best-qualified people to each. For your online zone, you’ll hire an Online Sales Consultant (OSC). Their job is to work the phones; to contact, engage and qualify your website and phone leads, and schedule appointments for your onsite sales reps. An OSC delivers a better customer experience by answering basic questions and building rapport and trust. They also can discretely ask qualifying questions to make sure an appointment is warranted.
Using an Online Sales Consultant will also give you critical data that you’re likely not tracking now – lead sources, homes of interest, and call logs. These are recorded in your CRM and reports can be generated that give you more insights into how to adjust and optimize your sales processes.
Our contact management system, MhCRM, is a great tool to track all these data points, and much more.
