<iframe src="//www.googletagmanager.com/ns.html?id=GTM-WCSGQX" height="0" width="0" style="display:none;visibility:hidden">

Zenith Dealer Solutions Blog

How To: Develop a Call Coaching Form for your Loan Officers

Coaching is the development of a person by another individual called a coach. In order to provide training and guidance in a consistent fashion, we need actual examples to discuss and we need a standardized form to support that discussion. Follow this six-step process to ensure consistent measurement for improvement:

Topics: finance Sales listen Employee Development Customer Experience Culture Empathy mortgage trusted advisor

Qortel Texting Best Practices

So… You’re Expanding into Texting

We are all texting in business and your office is no exception. Qortel hears loan officers talk about texting with clients on virtually every call that involves pulling credit. It’s great for validating who the loan officer is. It is great for follow-up. You get it! You are likely thinking about diving into texting on your inbound campaigns.

Topics: finance Sales

Serving the Dominate and Expressive Caller

The dominant caller is relatively impatient and controlling. They want information -- fast -- so they can decide and move on.

Here’s how to tell if you are working with a dominant buyer:

They typically use direct sentences declaring their intentions and ask few questions. It would sound something, like "I'm looking to switch to a 15-year fixed rate mortgage." As opposed to, "Can you tell me if I’m in a position to move to a 15-year mortgage?”

In addition to their direct language, the dominant buyer’s volume is also noticeably louder than average. You may observe that if you are exchanging emails with this buyer type, you will notice that there’s not a lot of fluff in their writing – one-word sentences and abbreviations are their norm.

When you’re communicating with the dominant buyer:

Topics: finance Click-to-Call phone skills phone process Phone Calls Empathy

Serving the Supportive Caller