The Origin of the Script I worked as a loan officer from October of 2000 until October 2010. Starting in 2008, I competed on all the big boy websites for Texas Lending, Lower My Bills, Lending Tree, and many more. I worked my tail off trying to convince the person on the other end of the phone not to call the other guy or shop around and why my rates were lower. I closed a ton of loans, but I was cutting them too skinny on price and it was killing me. I would repeatedly close 12 loans in a month and only make around $10k.
Between banks lying about their turn times and rates and my competitors needing to eat, it was killing my income. And sometimes it kept me from making the top commission tier. Then one night I had had enough. I sat at my desk at home and I thought to myself, “Ryan, you have to stop being so nice to people.” In truth, it was not me being too nice; I hadn’t disarmed the client, so they felt like they held all the cards by getting the lowest deal. So I started thinking of ways to disarm them.
All of a sudden, a survey person called my phone. It was like 8:30pm. What the hell did they want? They asked if I would mind answering some questions for market research they were doing to help their customer service. I agreed and the process begun. After I hung up the phone, it dawned on me that the survey technique may work on my clients. They won’t feel like it’s a sales call, but instead, they will feel like they are helping you out and offer just about anything (especially if they had a bad experience; this is like shooting fish in a barrel) to seem needed and helpful.
I wrote the script and tried it, and out of 20 calls I took apps from 19. Then, as the script became more powerful, I got promoted at work and became a sales manager. I passed the script out to my new crew and WA-LA, we got the same results and we killed the competition, without even acting like sales people, and with no rejection or cross check rates!
Prelude to the Mortgage Script
Once you read this script, you may just blow it off and think that it will never work. I’m here to testify with everything I have, that simplicity sales. We salespros tend to over think things and end up losing a sale. Too often in our industry, we forget that our client has no freaking clue what our jobs entail. Most days, with the way the market has treated us lately, WE don’t even know how the heck to do our job, let alone some average Joe. We think we have to have a “smart” leg up, but I promise that the simpler you make it for your client, the more they will do business with you.
If you let them think they were in control the whole time, then they will be more likely to tell their friends (referrals!), just from a bragging stand point, about the experience and how they got a deal so easy when the news says it’s so hard.
The key is simple: we don’t have to be smarter; we just have to be sneakier. If you are working with Lending Tree, Lower My Bills, Quicken, Texas Lending, or any of the major banks, you have to have this script. This simple script allows you to disarm the client, befriend them, and get their loyalty as a customer all in one phone call.
Last Part Until You See the Script
This script serves as a guide to help you disarm the client in a good way. Never quote too high because you can; just quote what you feel is a win-win situational amount. The whole idea behind this script is market research. You can even give it to your assistants and have them hand the phone over to you once the info is ready. Simplicity is the key. If you get questions outside of the stuff listed on the script, don’t over think or tell it. Say things like “You won’t have to worry about that. We do this research for a reason.” Or you could say “I’m doing this research to fix problems just like the one you are explaining.” There is no sense in telling the whole story. You sell the loan, but getting an application and their loyalty is all done in this script.
Believe it or not, this script works even better on old or expired leads. Think of all the destroyed relationships you can rekindle with “market research.” When you get the lead, call them. Then, a week later, hit them with this and you’ll for sure get an app. Not only can you find out what the competition gave them, you also have their trust. They will probably complain to you and then you get to be the fix-it loan officer (don’t forget to ask for referrals). P.S. I even used this technique to recruit people into a multi-level marketing company asking questions doing market research! That’s why I left the mortgage business in October of 2010.
Go to the next page and enjoy,
Ryan Stewman (Name) Hi my name is…… I am calling doing some market research. I work with lower my bills and you applied there at one point or another. I’m just talking to people and asking them questions about their experience. Will you be 100% honest with me?
(if did or is doing) Did you get a loan thorough applying on lower my bills?
Did you feel like you got the best loan for the money?
Who did you use?
What rate did you get?
Would you use them again?
Would you recommend them as a referral?
Since you have not paid for an appraisal or finished you loan yet I can get a rate quote directly from the president of the company right now. (or if you area LO do it yourself)
BAM! (don’t say BAM! Out loud)
Ok great thanks for your time.( If quote see bottom)
(If not) well if you will answer a few questions for me then I will give you an estimate of your home’s value (usually a $5 charge) for free at the end of this phone call. ok
Why did you decide not to get a new loan?
Do you know what the value of your home is?
Did your loan officer not contact you enough?
Did you feel like you were educated enough about the process?
Would you be willing to try to refinance again with someone else?
I have your address here and according to my records it is somewhere around $(look on zillow and tax record value dived by 2) if you would like to take a second look at it. I would be more than willing to see what we could do at our place I have all of your information. Would that be ok with you?
Ok I will call you back in an hour or so after I run and crunch some numbers. Thanks for your time I will talk to you soon. BAM! (don’t say that)