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.

Online Sales and Marketing Summit - Oct 1-2 - Austin, TX - We encourage OSCs to attend, with new interactive programming planned.

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.

• 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.

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.

Host Jen Barkan is joined by her daughter Mia, a third-year veterinary student at Ross University in St. Kitts, for a candid conversation about how to stay focused on your goals and career when life gets hard.

2026 Online Sales and Marketing Summit - October 1-2, 2026 in Austin, TX - The Summit is literally the biggest party for Online Sales Specialists in the universe.

Rebecca Von Heimburg, OSC at Pacesetter Homes in Dallas Texas - She just had the best month ever; she set a PR for herself while navigating some personal stuff.

• Set clear boundaries and protect them fiercely: Boundaries aren't optional extras - they're what prevent burnout and enable long-term success over short-term output.
• Keep your eye on the end goal when motivation fades: On the hardest days, remember your why. For OSCs, reconnecting to your purpose (your metrics, your customers, your career growth) is what pulls you forward.
• Recharging isn't a reward, it's a requirement: Taking time for yourself isn't selfish, it preserves your mental capacity for the long haul.

Are there any boundaries you need to create for yourself? Pick one thing to do to recharge your battery this week. Is it a walk? A massage? Reading?

Host Jen Barkan is joined by Online Sales Coach Molly Adams to talk through her blog where she shares pro tips on managing your day as an Online Sales Specialist, in order to shift from reactive to proactive.

• 2026 Online Sales and Marketing Summit - October 1-2, 2026 in Austin, TX - The Summit is literally the biggest party for Online Sales Specialists in the universe.

Garrett Fitzgerald with Pulte Homes - He is such a great mentor for new OSCs joining Pulte and going through training and onboarding.

• Treat every caller like gold: when your day is structured, you can give customers the attention they deserve.
• Start your day calm and end it clean: when you add in time to plan your day and wrap up, you will feel ahead.
• This is a structural problem: this is not a you problem - it is fixable, you just need to prioritize your tasks.

Define your first priorities and your second priorities. We recommend the Marie Kondo method. Put everything out there and if it's no longer giving you joy or converting interest into revenue, say Arigato - thank you - and give it away.