Welcome to Online People Talking with Jen Barkan! In this episode, Jen and Jessie Suggs are joined by Julia Holloman, a Dream Home Specialist at Red Door Homes! Julia explains her experience working as an online sales specialist for "On Your Lot" (OYL) builds, and how it differs from assisting homeowners for a production build. They discuss the knowledge base needed to answer questions about OYL builds while walking a fine line of being careful not to "info dump" and overwhelm a potential buyer.
Word On The Street: On Your Lot (10:15)
- On Your Lot overview and discussion.
- Explanation of what this category of build entails.
- Red Door Homes OYL philosophy -- taking care of everything from start to finish.
- Jessie discusses her experience and the layers of complexity it entails.
- What topics should you be most prepared to discuss?
- Knowing what information is best for the on-site team to discuss.
Topic Of Today: Metrics for OYL vs Production (24:26)
- An On Your Lot online sales specialist has to paint a picture and often doesn't have a model, so they must create a vision of the future.
- Julia discusses overcoming objectives when a model home is not an option.
- The buyer journey is longer, with differing lead-to-appointment and appointment-to-sale conversions.
- Staffing On Your Lot OSCs and preparing for longer phone conversations.
Skills Check! (40:27)
- You have to listen to your calls!
- If you were to be shopped now, would you pass?
- How are you answering the phone? (Don't be a robot!)
- Determine what your areas of qualification are.
- "Did I ask for the appointment?"
- Biggest objections to overcome in today's market for Build On Your Lot.
- Setting proper expectations.
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