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Jen welcomes Nicole Maggio-Deaton, our newest Online Sales Coach at DYC, to introduce her to the audience and dig into what she's learned in her first month on the team. The conversation covers Nicole's industry background, her biggest coaching "aha moment," and the unique multi-department perspective she brings to the role.
Housekeeping
- Online Sales Academy - Oct 28-30 - Live Virtual - The Academy is for new OSCs, seasoned OSCs that want formal training, or OSCs that just need a refresher. Join the VIP list!
TITO Shoutout
- The DreamFinders OSC team - Nominated by our friend, Jessie Suggs - they had a six-day call-a-thon and made over 7,500 outbound calls!
Key Takeaways
- The Online Sales role is bigger than people think: Nicole pushes back on the "just an appointment setter" label, noting OSCs are the face of the company, handle long-term lead follow-up, and now drive over 50% of total sales.
- The role is genuinely multi-faceted: She breaks down four skill sets OSCs need to hire and train for: sales, admin, marketing, and de-escalation.
- Leadership involvement is non-negotiable: Nicole warns against treating online sales as "set it and forget it" and stresses creating an open forum where the team feels safe sharing concerns, since OSCs are the first to face prospective buyers.
- Cross-department communication is critical: From her time as an onsite agent and online sales manager, Nicole emphasizes that OSCs and onsite teams must actively share metrics, build relationships, and train together on the handoff.
Skills Check
Audit your handoff tracking. If your spreadsheet doesn't have columns for whether the initial "nice to meet you" email went out and whether the after-appointment follow-up happened, add them now. It's an easy, often-templated step, but without tracking it at the salesperson and community level, you're relying on feelings instead of data, and in a market where every lead counts, that's not good enough.
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