Two day program designed for increasing retail mortgage call center conversion rates.
Virtual trainings are NOW AVAILABLE for all of our programs. Contact for details.
This is the first program in the series of follow-up courses or it can be used as a stand alone class for call centers. It is designed to accomplish the key challenge of how to have a higher conversion rate for the retail loan consultant in terms of converting the customer phone call into an application over the phone or to set up an appointment to meet with the prospective customer to secure the application.
By improving their phone selling skill, you will increase their opportunity to generate more business with these proven phone selling techniques.
Six major learning points that will help you face these challenges are achieved upon the completion of the two-day program.
Day 1 - Skill Development & Training
How to control the call through effective questioning
The students are taught how to be a financial consultant vs. an information giver. An effective questioning plan is delivered allowing the students to gain essential information and control of the flow and direction of the phone call.
How to respond, reinforce and build rapport during a call
Responding appropriately to a client’s inquiries, reinforcing throughout the call and building rapport with the client are all essential building blocks to the foundation of the call. Necessary techniques are explored that allow the student to close for the correct level of business.
How to summarize the call professionally and close, close, close!
A thorough discussion of the steps leading to a call’s summary and the necessary framework utilized to do it professionally are delivered. Once the summary is made, the student must know how to close and how often to close (It’s definitely more than once!). The elements allowing the student to gain the appropriate level of business are also addressed.
Interpreting the client’s personality and pacing, and dealing with their attitudes
A thorough understanding of the importance of personality and pacing in gaining customer acceptance is taught along with techniques enabling the student to effectively handle a client’s attitudes (i.e. skepticism, objection and indifference).
Tactical techniques for competitive selling
Effective techniques are demonstrated enabling the student to keep the selling focus on your companies strengths and the competitor’s weaknesses in the attempt to eliminate the customer’s “phone shopping” mentality.
How to follow up professionally with the customer who did not apply after the initial contact and re-close
A professional and consistent follow up system is delivered to the students that will enable them to reestablish contact with the client and re-close for business.
Day 2 - Putting Education Into Practice
Individual Role Plays
A live role-play module in which each student participates in a mock telephone call utilizing the techniques delivered during Day 1. The instructor plays the phone inquiry client and the student plays the Telemarketer/Loan Consultant.
The call is audio recorded and effectively critiqued by both instructor and class. This is where the learning really begins! Each student gets a chance to go through at least one role-play.
When should this class be scheduled?
To achieve the maximum training benefit, a class should be scheduled between 90 to 120 days after the completion of Course One.