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Heart Beat Labs Blog

So, you want to Build Value with Effective Questioning Techniques?

 

Let’s talk about the four key Question Types used in Consumer Direct Lending and how we can apply them to common caller types:

Topics: sell more phone training Scripts Sales Caller Experience Empathy mortgage

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

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

Keys to Effective Communication about Refinancing

Effective communication is one of the most powerful ways to resonate and connect with callers. Businesses today are allocating large budgets to technology, but it’s actually communication that trumps everything else when it comes to creating a great caller experience.

Topics: Phone Leads phone process Sales Customer Experience PhonePerformance Empathy trusted advisor