OSC of the Month | Mattie Tobey

Lasso’s March OSC of the Month is Mattie Tobey, New Home Specialist and Marketing for Classica Homes in Charlotte, North Carolina. In our interview, Mattie discusses how online sales has changed over the past few years, and shares the challenges in the role and advice for other OSCs.

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

I have been in this role for a little over 4 years with Classica Homes. Personally, I manage around 60 leads a month…and growing! Before that, I worked for an insurance company—I was constantly on the phone, so it really prepared me for the OSC role.

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

WOW, the OSC role has changed drastically since I first started. Prospects are doing their research more online to save them time in person! As an OSC we are here to help them on this journey and get them the information they need.

COVID has definitely multiplied the number of leads/phone calls in 2020 and already in 2021! With the increase in leads per year, virtual shopping is now a thing. Classica Homes didn’t realize it at the time, but we were very prepared for this new way of home buying. We had the tools and marketing already had in place to take advantage of this shift.

How do you see the role of the OSC role evolving over the next few years?

Having the ability the do more virtual appointments, especially for our buyers that are relocating, has been amazing! Virtual appointments are really becoming the new norm and has helped many out-of-town buyers start the home buying experience. More people are already relying on the internet and the ability to get answers fast…it helps narrow down their search a lot. Based on the new way buyers are shopping, the importance of the OSC role will only continue to grow over the next few years.

2020 was a year that required flexibility and an “all hands on deck” mentality for Classica’s sales team, but none more so than our OSC, Mattie Tobey. She has helped out in all areas of the company–training the sales team on Lasso and other technology such as BombBomb, helping out on the sales floor when she was needed, and even meeting prospects and touring them through model homes when our offices were closed over the holidays! As we launch into 2021, our phones are ringing off the hook and anyone else might be overwhelmed, but not her! The increased leads are like power to the Energizer bunny!

Katrina Bartos
Classica Homes

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

The hardest part of being an OSC is turning off. I have struggled with this since day one! I pride myself on my response time and building that relationship with prospects or our realtor partners. Growing that relationship, building trust, and providing prospects with the help that they need is my driving force each day. Everyone at Classica Homes prides themselves on this and the ability to HELP! I have been trying to get better over the years by turning work off at night and taking time for myself and family time! The key word is TRYING…

What are the important tools you use in your role?

I have many different tools that are instrumental in my role, but my number one tool is Lasso. Just like many other OSCs, our day revolves around it! Lasso is my lifeline and keeps me on track every day. I would be lost if I didn’t have this CRM—it keeps me on task and moving sales forward!

What is your “go to” closing technique to get an appointment?

Always ask for the appointment! If you don’t ask, you’re missing out. Gain their trust, grow the relationship, create urgency, and have confidence when asking for the appointment—that is key!

I have a few different ways of asking for an appointment depending on the prospect…some are ready now after a long conversation, while others need help understanding more about the community, floorplans and learning more about Classica Homes!

I also like to spend a few days in the week at different communities so I can stay on top of what is happening. This helps me provide prospects with the information they need. Working in the communities has really helped me stay on top of everything that is happening!

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

My biggest support system is the team that surrounds me! From the Sales Team to my VP of Sales and Marketing, Katrina Bartos, and my President/CEO, Bill Saint. I truly wouldn’t be where I am without them and all the support they bring to my position! We are constantly training, learning new things, and making changes to our processes so we can be more efficient.

Any tips or advice for fellow online salespeople and marketers?

Have FUN! OSCs are usually the first point of contact and set the tone for the rest of the journey. Being lively, fun, energetic and caring with a prospect really goes a long way! The energy that you give off on the phone truly sets the mood.

While turning off work can be challenging, I think it’s very important to remember to take time for yourself and be with friends and family.

What are your favorite activities to do outside of work?

My family, friends and my sweet pup Thurston are a huge part of my life! Everyone that knows me well knows that I am either on a beach, cooking, traveling (when we could) or on the golf course! I love to be outside to be able to take in the fresh air!