Your onsite sales team is the face of your company to potential home buyers. They are the ones who meet with buyers, showcase your homes and communities, and guide customers through all necessary in-person interactions that get the sale through to closing.
It used to be that they were the only face of your sales team, but now the prevalence of remote sales and the fact that any potential buyer has already extensively researched your company online means that your OSC may be the first face they meet. That means your CRM is absolutely crucial to your sales success to keep all points of contact unified an up to date. But all too many onsite sales teams haven’t been trained to utilize the CRM properly..
Read on to learn 5 reasons why this is a problem and why it’s so critical for your onsite sales team to use your CRM.
5 Reasons Why It’s Critical for Your Onsite Sales Team to Use Your CRM
- Unifies Your Sales Processes
When your onsite sales team and OSC are working with the same information in the CRM, they can easily collaborate and share updates and new information, resulting in a more cohesive sales process. By having a centralized location for all customer interactions, you can streamline your sales processes and ensure that your team is always on the same page. This leads to a more seamless and efficient sales experience for your buyers.
2. Improved Customer Experience
When your onsite sales team actively uses the CRM, they can provide a more personalized experience to potential customers using the wealth of information your OSC has already gathered about a lead. By having a record of all previous interactions with a customer, your team can tailor their approach to each individual and create a more personalized experience.
This works the opposite way, too; when your onsite sales team keeps the CRM up to date for all team members to see, the OSC will then have all relevant information to support the buyer throughout the circular sales process. All this leads to increased customer satisfaction and loyalty, as customers feel that you understand their unique needs and are invested in their success.
3. Improved Marketing Efforts
With everyone on the sales team using the CRM to store all data on buyers, the marketing team can access all the information gathered to better target buyers with their marketing campaigns. The OSC can also gather data about how the buyer first found you so the marketing team can focus on marketing channels that will bring in the most traffic.
4. Better Sales Forecasting
When everyone in the sales process is feeding the CRM, you can better forecast your sales numbers and plan accordingly. With all customer data in one place and up-to-date, you can start to predict which leads will convert to sales and when. This allows you to allocate your resources more efficiently and tailor your sales processes to accommodate both buyers who are ready to buy now and those who need more nurturing to come to a decision.
5. Lack of CRM Hygiene Can Lead to Mistakes
Finally, it’s important to maintain good CRM hygiene to ensure that your data is accurate and up-to-date. This means regularly reviewing and updating your customer records to ensure that they are accurate and complete. When your onsite sales team fails to practice good CRM hygiene, they can set up the business (and especially the OSC) to alienate customers and make the business look incompetent. In worst-case scenarios, a lack of good CRM hygiene can create gaps in the funnel where customers leave because they do not trust you to fulfill your promises.
It’s critical that you unify your onsite sales processes with your online sales processes using your CRM system. By doing so, you can improve collaboration between your onsite team and OSCs, better target your marketing efforts, provide a personalized customer experience, improve sales forecasting, and maintain good CRM hygiene.
By investing in your CRM system, you can ensure that your sales team is always on the same page and that your marketing efforts are used effectively, resulting in increased sales and customer satisfaction. If you have an outdated CRM system, make sure you read our two-part series on why a CRM is crucial to your sales process – find Part 1 here and Part 2 here.