New Purchase Call Script
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”.
Show your lead that you’re looking out for their best interests by taking the time to educate them.
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.
Refinance Lead Call Script
Here is a sample refinance lead script to model your own after:
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.
Use your lead’s response to demonstrate why you’re recommending a particular program. For example:
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.
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.