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Join us as we celebrate one year of OPT and releasing the 2024 Homebuilder Online Follow-Up Survey ("Secret Shop") results with a special live episode recorded November 6th. Jen Barkan is joined by Mike Lyon and Jessie Suggs to present key takeaways from our most comprehensive shop to date. The secret shop is designed to show homebuilder follow-up from the customer's perspective.
Topic of Today: Secret Shop Results! (4:15)
- The origins of the online follow-up survey (and a fun fact about an auto dealer survey!)
- Logistics of how the shop and our partnership with Clear Evaluations
- Recapping response times and the year-over-year improvement -- 72% picked up the phone and made a phone call after the online submission
- Initial response time key takeaways -- 44% of builders responded in under an hour
- How many times in a month were the online sales specialists touching leads?
- Personalization decreased year-over-year -- 29% of builders sent a video email
- How are online sales specialists opening the door for the organization in the live phone shop greeting?
- Opportunities for improvement in qualifying areas of the live phone shop
- Slowing down and taking your time through qualifying customers on the phone
- Jessie and Mike's take on the percentage of online sales specialists who were able to overcome objections
- Summarizing the handoff process (it's a hand-off, not a hand-hold!)
- Speed-to-lead is the biggest differentiator
- Key takeaways for improving each element of the secret shop
Skills Check! (51:02)
- Be sure to download the report HERE and use that as a way to analyze your program and give yourself a score!
- Would you be able to pass a secret shop right now?
