OSC of the Month: Shelley Serface

Lasso’s OSC of the month for July is Shelley Serface, online sales counselor for New Tradition Homes located in Vancouver, Washington. In her interview, Shelley shares her go-to resources, her advice for new OSCs, and the challenges she faces in her role.

Tell us a little about the builder you work for.

New Tradition Homes’ main office is in Vancouver, but we build in Eastern Washington, Tri-Cities, and Grandview, as well as Winlock.

How long have you been in your role/or working in new home sales?

I have been working for New Tradition Homes in our marketing/sales department as an online sales counselor for five and a half years. Prior to becoming an OSC, I worked in the medical/insurance field.

How many online leads do you manage monthly?

I average about 75 online leads a month. I’m the only OSC, but I have an amazing sales team that I have the privilege of working with.

How have you seen online home sales change in the last few years?

Wow. During 2020-2021 my role changed drastically. At one point, customers were not allowed to tour/visit a model home, therefore all appointments were virtual. Once we started opening the models back up, we were limited to how many agents/customers could visit at once. Tons of appointments were scheduled! Since 2022 my role has definitely gone back to "pre-Covid" days.

How do you see your role/or the OSC role evolving over the next few years?

I see my role changing as the market shifts. For example, with higher interest rates, we have all experienced a shift in the market. I am confident that leads/sales will start to pick up with time.

What's the most challenging aspect of your job? What do you do to overcome that challenge?

Prospecting! And believe me, I do a ton of prospecting. I am constantly following up with my leads. It doesn't matter if the lead comes directly through our website, a phone call, or BDX/Zillow, I treat all of them equally. I customize my follow-up depending on how much information the buyer or agent gives me. I love to "stalk" the leads that I receive notifications from, that have been on our website. Buyers are more uncertain about purchasing a home with the current interest rates. My job is to "make them certain" and confident in purchasing a new home.

What are the most essential tech tools you use in your role?

Lasso! I rely on Lasso for everything. Following-up is huge and Lasso is a great tool for keeping in constant communication with my customers.

What is your "go-to" closing technique to get an appointment?

I usually say, “I would love to schedule a time for you to visit our model home! Is there a day and time that works best for you?” I find that this technique works great and have been using it for years.

What/Who are your "go-to" resources for training and/or support?

I have attended "Do You Convert" training summit for five years. Our company also works with Group Two.

Do you have any specific successes you'd like to highlight?

I don't have a specific success story, however, it is rewarding to hear from customers and agents about how quickly I respond to leads, get the information they are looking for, and follow up.

Any tips or advice for fellow online salespeople and marketers?

My top three tips are: always be kind, prioritize communication, and be confident in your role

What are your favorite activities to do outside of work?

I hike, kayak, travel...pretty much anything outdoors.

What are you reading/watching?

I just finished reading "It Ends With Us" and started "It Starts With Us". Yes, it sounds crazy that the title would go in that order of sequence, but it all makes sense after the first book.