New Purchase Call Script
Take a look at this sample new purchase script for ideas:
“Good afternoon, is Peter Willis available? Hello Peter, this is Dave Marshall from SuperMortgage. I’m giving you a call because you recently requested info about getting a new home loan online, and you’ve been referred to me. I see you’re looking at a $200,000 loan for a new condo in Scranton. Is that still what you’re thinking?”

Always start by making your prospect comfortable with why you’re calling. Remind them that they requested a rate quote, and that’s why you’ve been referred to them. Using the data from your lead demonstrates you’re familiar with their situation and are ready to help.

Now you need to get some more details that you can use to tailor the quote you give your lead. Remember to listen. Don’t interrupt your lead. Instead, encourage them to talk by occasionally saying, “Mmhmm”, “I see”, or “OK”.
“So I can help you get into the right program Peter, can you tell me how long you see yourself staying in your new home? 7 years? Great. Now based on that and all the other info you’ve given me, it looks like a XYZ program would be the perfect fit. The rate on that today is 6.75%. Your monthly payment for that would be $1,203, which is just about $200 less than what you estimated you could pay.”

Show your lead that you’re looking out for their best interests by taking the time to educate them.
“Now Peter, that rate quote I just gave you is based on the most current rates. But rates change every day — sometimes even during the same day. So be sure that if you’re talking to other lenders to have them give you a rate quote using the same interest rate as I did. Otherwise you’re not comparing apples to apples, and it’s harder to make the best decision possible.”

If your lead is enthusiastic, let them know you can take their app if they’re ready. If they seem a little hesitant, close by letting them know how available you are.
“It’s a good idea to take some time with this decision, Peter. Just don’t forget that rates keep changing, so it’s best to do your comparison shopping in a small window of time. I’ll email you my recommended proposal, OK? That way you can have it handy, and look it over whenever you have time. It was a pleasure talking to you today, Peter. Remember I’m always happy to help answer you’re questions… that’s what I’m here for!”

Refinance Lead Call Script
Internet leads are looking for convenience. And they expect information fast. That’s why when it’s time to refinance their mortgage, they hop online.
When you call an internet lead, you need to provide them with the information they were looking for — a rate quote. And you need to stop them from shopping around.

Here is a sample refinance lead script to model your own after:
“Good morning, may I speak with Louise Thompson? Hello Louise, this is Steve Harris with VeryEasyMortgage. I’m calling because you requested a rate quote online, and were referred to me. I understand you’re interested in knowing what rate you could get on refinancing your home… my records show you’re thinking about a $100,000 loan, and you currently have a 7.75 rate on a 15-year fixed loan. Is that correct?”

You’ve got your lead’s borrowing profile at your fingertips. Start off by letting them know you’re calling because they requested rates online, and use their specs to demonstrate you’re already familiar with their borrowing position.

Once your lead has confirmed all the information you need, begin positioning yourself as her advisor, not just a disinterested app taker.
“Before I quote you a rate Louise, can you tell me why you are interested in refinancing your home right now?”

Use your lead’s response to demonstrate why you’re recommending a particular program. For example:
“OK. I find people who are refinancing to lower their monthly mortgage payment are most comfortable with XYZ program. Todays rate on that is 6.75%. I just did the numbers, and that would save you $123 dollars a month over what you’re paying right now.”

Don’t round up numbers. Giving the exact number is more believable.

Now use your instincts to tell if a lead is interested in getting down to the details. Not everyone will be engaged by your full pitch. For leads that are impatient, and just want to hear your lowest rate, don’t keep hammering them with questions. It’s a fast way to turn them off. Instead, tell them you’ll be emailing them some detailed information.

Your internet leads come with an email address, so you don’t have to worry about collecting it from them over the phone. You should still let your lead know to expect the email from you.
“I’m going to email you a proposal with some detailed information, OK? Look it over when you have a chance.”

There are several companies that offer fast rating software that lets you package together a proposal and fire it off in an email — all while you’re on the phone with your lead.

And before a rate shopper hangs up, give them a reason to stop and work with you.

Ask, “What other rates have you been seeing?” Their answer lets you know where you stand. If another L.O. has offered your lead a lower rate, ask what type of program it is. If you can match or beat that rate, let your lead know.