What Makes an Effective OSC vs an Ineffective OSC: A Salesperson’s Perspective

Author: Ingrid Prince is Chief OSC and co-founder here at Shared Drive. With over 17 years of experience in onsite sales and online sales as an OSC (Online Sales Counselor), she knows how to wear both hats. This unique perspective and expertise has made her a pioneer in online sales. There’s no one better to talk to if you want to ensure your OSC is being effective and becoming the invaluable asset to your team we know they can be.

We’ve asked her to share with you her perspective on how to ensure you, as an OSC, or your OSC(s) have all the opportunities and tools they need to warm up as many qualified leads as possible so your sales team is set up for success.


The Difference Maker: Qualified Leads

From a salesperson’s perspective, the most valuable contribution an OSC can make is in scheduling qualified appointments. An OSC shouldn’t just be focused on setting appointments; they should ensure that every person scheduled to meet or speak with your sales team is not only a good fit but is also likely to purchase in that community.

Effective OSCs excel at this—they take detailed notes documented in the CRM that become the foundation for successful sales conversations. The more discovery work that is done upfront, the smoother the process will be for both your sales team and your customers. Not to mention, it will lead to faster sales.

What Effective OSCs Do: Setting the Stage for Success

Here are some key qualities that make an effective OSC a salesperson’s dream teammate:

  • Discovery Champions: They prioritize understanding the prospect’s needs, avoiding overselling the community and ensuring it aligns with the buyer’s requirements. This empowers the salesperson to build rapport and showcase their value proposition.
  • Community Gurus: Effective OSCs have deep knowledge about the community and surrounding areas, ensuring the communities they recommend to the prospect will be an ideal fit for them. They won’t oversell the community or product; instead, they align them with the right product and allow the onsite sales team to build value once they’re face-to-face with the prospect. The secret sauce: they only provide enough information to get the customer interested and invested in the community.
  • Seamless Handover: The baton pass between the OSC and the onsite salesperson should be smooth and informative. Effective OSCs brief the salesperson about the prospect’s background and interests, ensuring a personalized approach from the very first meeting.
  • CRM Ninjas: Effective OSCs understand the importance of the CRM system and can help ensure it’s utilized fully throughout the organization. Utilize your OSC to be the go-to resource for CRM training and management.

Effective OSCs Avoid…

  • Disclosing Incentives: Discussing incentives is best left to the onsite salesperson. Effective OSCs focus on qualifying leads rather than negotiating or attempting to secure a sale by disclosing incentives.
  • Overpromising and Underdelivering: Setting unrealistic expectations can damage trust and disempower the sales team. Effective OSCs communicate clearly and avoid making promises they can’t keep.
  • Appointment Avalanche: Effective OSCs collaborate with the sales team to understand their capacity and preferences so they can schedule appointments accordingly. They don’t set more appointments than the onsite sales team member can handle daily. A good rule of thumb is two appointments per day.

The Key to Success: Build Strong Relationships

The most crucial factor an effective OSC must have is a strong relationship with the onsite sales team. There’s got to be open communication, understanding of each other’s roles, and trust that each will fulfill the expectations the organization sets for the customer. We’ve talked a lot about the dangers of siloed teams, so it’s key that OSCs and salespeople understand that they are on the same team.

Trust and communication is a two-way street. The salespeople must communicate back, and the best way to do this is by including the OSC in the sales team’s operations in some way. Regular check-ins, simple update emails, and inclusion in sales meetings and huddles are all ways the sales leader can pull back the curtain and ensure the OSC has all the information they need.

One Team, One Goal

Think of the sales process as a relay race. The OSC qualifies the lead and passes the baton to the salesperson who continues to build rapport and closes the deal. When everyone plays their part effectively, we all win. By following the tips and strategies shared in this article, OSCs can become true assets to the sales team and drive success for the entire organization.

Partnering for Success with Shared Drive

At Shared Drive, we understand the critical role OSCs play in the home-building industry. That’s why we provide comprehensive training and ongoing support to ensure our OSCs are effective communicators, lead qualifiers, and community experts. We can help you build a high-performing OSC team that seamlessly integrates with your sales and marketing efforts.

Ready to take your online sales to the next level? Let’s chat!

Ready to take your online sales to the next level? Let’s chat!

Written By

Ingrid Prince

Shared Drive | COO