The supportive caller is someone who values personal relationships and wants to trust who they do business with. Unlike the decisive and expressive caller types, the supportive caller doesn’t make decisions easily. This is due to their need for stability and resistance to change.
Identifying the Supportive Caller:
Supportive callers typically seek the approval of others before pulling the trigger on a purchase. This is almost a sure thing when comes to refinancing. We hear supportive callers deep in the refinancing process calling other banks asking questions to support or sway their decision to work with their current opportunity. Supportive callers tend to prioritize savings and are conservative when making buying decisions.
You may notice that the supportive caller is relaxed and softer spoken. They are great listeners and build trust through transparency and rapport. They tend to provide a lot of details in their communication and openly share information.
Working with the Supportive Caller:
- Pitch a vision. Help them visualize how the program is a great fit for their situation, e.g. “5 years form now you’re going to look back on this decision and smile”
- Take time to build rapport. If they don’t trust you, they won’t do business. We want to turn and burn through calls in today’s environment, but be patient and go with the small talk.
- Be a trusted advisor and consultative in your approach. Walk them through the decision-making process versus overwhelming them with information. Make your points through stories, e.g. “I just helped a couple in a similar position as you…”
- Know that they are risk-averse, instead of trying to overcome their objections, listen to their concerns. Always ask questions after they express their concerns to validate them, then express empathy and only then, proceed with addressing them.
