OSC Of The Month: Felicia Berry

Lasso’s "OSC of the Month" for June is Felicia Berry, an online sales counselor for Viera Builders in Viera, Fla., the heart of the Space Coast industry. Felicia was a silver "OSC Rookie of the Year" award winner at the 2024 Nationals. In this interview, Felicia shares her go-to resources, how she uses Bombbomb and CallRail in her role, and the importance of tracking metrics.

ECI: What was your career path to becoming an OSC?

Felicia Berry (FB): I have been an OSC for one year but have worked for Viera for the past five. I began as a graphic designer for 15 years, then moved into marketing for five. I earned my real estate license and created the new OSC position here for our company with the help of Leah Fellows with Blue Gypsy, Inc., and became our first OSC.

ECI: How many online leads do you manage monthly?

FB: I manage anywhere from 50 to 80 leads a month.

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

FB: Since the pandemic, when people were spending much more time online looking at things, it has encouraged us to step up our video tours and online information for our prospects. We don’t “gate” our information. With the OSC role in place, prospects are contacting me as part of the process. This allows us to talk with them and help them during the initial “we’re just looking” stages to direct them to the models sooner.

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

FB: Over the next year, I would like to incorporate more involvement with our realtors, holding realtor events where I talk with them and educate them on our products, processes, and financing options. I would also like to start doing more videos in the model homes showcasing special features about neighborhoods and floorplans. Over the next few years, I hope to grow this position into a team as Viera Builders is looking to expand where it builds. It is fascinating to be a part of the company as they approach this new opportunity of branching out and all that it will mean for us as a team.

ECI: What's the most challenging aspect of your job, and how do you overcome it?

FB: The most challenging part for me is that we have a lottery system. So, I may schedule an appointment, the prospect shows up, falls in love, and is ready to write a contract, but they must wait three weeks for the next lottery that comes up for that lot or floor plan, and then it may take them two or three lotteries until they win. In the meantime, some choose not to wait and move on. We are in a special area here with the Space Coast industry. Many military and engineer relocations are constantly coming into the area, which is awesome, but we often have more demand than we have available. The lottery system is our way of trying to be fair to everyone, but it challenges me regarding my conversion rates.

ECI: What are the most essential technologies and tools you use in your role?

FB: We incorporated Lasso when we decided to add the OSC role, and that has had the largest impact on our sales team, as we finally have a CRM that meets our needs and is easy to use. As a result, everyone is getting used to Lasso a lot more. I also use Bombbomb to create personalized videos, introductions to sales managers for appointments, and follow-up videos. Lastly, CallRail allows us to use five different phone numbers that all ring my phone, but we assign each of them to other areas to track the analytics of where people are calling from and what marketing is working the best.

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

FB: I don’t ask if they would like one; I ask what day is best for them. That and mentioning our $9,000 builder incentive usually gets them to act.

ECI: What/who are your "go-to" training and support resources?

FB: For Lasso, they have many resources online through videos that you can watch to educate yourself and learn more in your downtime. These have been invaluable to me. I also use Bombbomb to create training videos for our sales team, using the screen share mode to show them how to perform different tasks. They like this approach because they are familiar with me, and I can use the language that our company uses and the processes we use when I’m showing them how to do things, so it’s personalized to fit our exact needs. For OSC support, Leah Fellows with Blue Gypsy Inc. has a once-a-month Zoom call that we get to join where she covers new topics, asks questions, and we get to hear how other OSCs are overcoming challenges, incorporating new technology, and finding what works. She is always so positive, and her feedback comes with decades of first-hand knowledge.

ECI: Do you have a productivity hack you'd like to share?

FB: Don’t put off your follow-up. It’s so easy to get caught up in the to-do lists and everything else around you, as many of us also wear marketing hats and are involved in other aspects of our company. Putting off the daily follow-up is easy, but don’t do it. Stay on top of it. Put yourself first.

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

FB: My favorite success is when a prospect finally commits to an appointment after months and months of discussions. Some people are very cautious and require a lot of questioning, answering, and gentle handholding. But when you finally get them across the finish line, it is such a great feeling!

ECI: Any tips or advice for fellow online salespeople and marketers?

FB: Track your marketing and sales team analytics. These metrics will help you do your job better and more successfully for the company. You can be the barometer to help steer, guide and encourage. Use it.

ECI: What are your favorite activities to do outside of work?

FB: I love cooking, walking around Disney Springs, and spending time with my family.

ECI: What are you reading/watching?

FB: My husband and I love sci-fi and have just finished binging on many shows. We are on the hunt for new ones! We love the deep conversations they spark, that “what ifs.” It’s fun to dream!

Felicia Berry’s journey and insights provide valuable lessons for any online sales professional. From mastering the latest technologies to maintaining consistent follow-ups, her approach is both practical and inspiring. If you’re looking to enhance your sales tactics or simply need a boost of motivation, Felicia’s story is a testament to the power of dedication and continuous learning. Don’t miss out on these invaluable tips—apply them today and watch your success soar!