#61: Q1 Benchmarks

Melissa, Amanda, and Molly take over the OPT studio to share Q1 industry benchmarks, discuss key trends in online sales, and offer actionable advice for OSCs and leaders navigating a lower-volume, higher-quality lead environment. Housekeeping Online Sales and Marketing Summit - Oct 1-2 - Austin, TX - We encourage OSCs to attend, with new interactive programming planned. TITO Shoutout Monica Fikany at New Home Inc - Monica had great lead-to-appointment conversions in Q1. Danielle Evans at Bishard Holmes - 38% of Danielle’s appointments came from aged leads. Key Takeaways Lead volume is down, but quality is up: The top of the funnel remains constrained, volume hasn't fully bounced back. However, conversion rates are improving, meaning OSCs are doing more with less. Prospecting is the biggest win of Q1: Normally, prospecting dips in Q1 as new leads come in during selling season. This quarter, prospecting stayed consistent and even increased -- a major highlight. The 22% age lead appointment rate is a direct result of sustained prospecting effort. Your CRM is your most valuable asset: Maximize CRM usage by logging detailed notes after every interaction - aged leads hold untapped opportunity, and leadership relies on quality CRM data to make strategic decisions, so consistency matters. Personalization wins appointments: Buyers are on a longer journey right now. Personalizing outreach and follow-up, based on good notes and CRM data, is what sets top OSCs apart. Skills Check For Leaders: Stop measuring program success purely on lead volume. Conversion percentages are the more meaningful metric right now. Scorecards should reflect this shift. For OSCs: Be disciplined and consistent with prospecting. Treat every lead like it's gold. Respond to new leads fast, speed to first response beats the competition. Stay process-driven: no lead left behind.