The re-emergence of the new homes sector is great news but the new home market is quite different than it used to be. Buyers have a different set of questions than they once had. Competition between the small, medium and big builders have also shifted over the years. One thing has not changed is the importance of a strong sales team. With so many options to choose from, it often comes down to the rapport built with the prospective buyer and the agent’s ability to connect them to the home and community. A comprehensive Customer Experience management program is the best way to ensure your agents are making the most of their time with prospective buyers.
Our TrueVoice CX program is a state of the art Voice of the Customer (VoC) tool that was created to give you a detailed look into your web presence. Know how your competitors are faring. Hear from buyers about previous experiences to tailor new customer journeys. Ensure your online presence represents your communities in the best light possible. This data gives your sales team the best chance to address questions and objections with confidence and understanding.
Video mystery shopping allows you and the leasing agent to see exactly what happens during a typical visit to a community. Management can use the footage to offer targeted training to improve the sales techniques of the leasing agents. It can be used to coach your leasing agents in effective communication, rapport building, objection handling and closing methods. Use this powerful tool to give your agents the competitive edge they need.
Written Mystery Shops can also be used to add to the data pool, to monitor comment card follow-up and for competitor shops. Our pool of evaluators are ready to be deployed to your communities for all of your needs.
For more information on how Elite CX Solutions can work to improve your homebuilding company through a comprehensive Customer Experience Management Suite, please contact one of our Business Development Managers at (727) 674-0300 or email us at Info@EliteCXS.com.