Our July OSC of the Month is Jenn Chapman with The Jones Company of Tennessee. Jenn shares her thoughts on the challenges of the role, her “go to” closing technique, and tips for other OSCs.
What is your company, role and location?
I am the Online Sales Counselor for The Jones Company of Tennessee.
How long have you been in your role/or working in new home sales?
11 years, I started as an on-site New Home Counselor selling homes in 2008 (the downturn). So needless to say, we had a lot of tough days, I am very thankful for everything I learned during that time.
What was your career path to becoming an OSC?
First, I started in sales as a New Home Counselor. I was offered the Online Sales Counselor role after I had my first baby. I loved the job but was offered another position as a Design Studio Manager for The Jones Company. After a few years in that role, I was asked to take the Online Sales Counselor role again. I was very excited to get back into the Online Sales world as I truly love what I do!
How many online leads do you manage monthly?
200+ leads a month.
How have you seen online home sales change in the last few years?
Most customers start online, so their first impression is very important. A speedy response is expected. Email automation and systems that are easy to use systems have become a big focus in order to make sure we communicate quickly and are providing excellent customer service by still having personal and purposeful follow-up.
How do you see your role/or the OSC role evolving over the next few years?
I think we have seen the OSC role evolve so much recently that it’s hard to imagine it any differently than it is right now. It’s a vital role in the new home industry. Customers expect to get the information they need to make their home buying purchase decision easy.
What’s the most challenging aspect of your job? What do you do to overcome it?
Being plugged in all the time. I love being busy, but when I go on vacation, I get someone to cover the position so I can completely unplug. And then I’m ready to go when I get back!
What is the most useful technology tool to your job?
Lasso CRM! It is imperative that I use its full capability to do my job. Lasso has helped streamline the sales process and definitely keeps me organized!
What is your “go to” closing technique to get an appointment?
Making the appointment the next step, make it easy! “Sounds like we need to get you to the community for a visit! Does Saturday or Sunday work?”
What/Who are your resources for training and/or support?
Both my Director of Sales and Director of Marketing. We truly are a team and they make my job so much fun!
Do you have any specific successes you’d like to highlight?
I love when I get a run on appointments in a specific community! Right now we have a great conversion on appointments in one of our communities, Travis Trace. It’s so fun to set appointments and then see the contracts come in a few days later!
Any tips or advice for fellow online salespeople and marketers?
The faster and easier we get the information to the customer, the more likely they are to visit. If it is painful or slow, they will mark you off the list!
Favorite thing to do outside of work?
Being a Mama to my two beautiful babies! My husband and I always try to plan fun things to do with the kids. Life’s all about the memories we create together!
Want to read more OSC of the Month features? View them all here.