It is so easy, when you are the expert, to forget the basics. This can be very dangerous to your conversion rate on aged debt or mortgage leads. Most of your prospective clients are going to be completely clueless about the debt or mortgage business. You’re tendency is going to be to rush in with the final details-losing the deal.
Where is the Customer?
The first place you should always start is an attempt to figure out where the customer is-why did they make a debt or mortgage inquiry? This is the most critical assessment you can make and the one most debt counselors and loan officers blow through.
Chances are you will find out they only know they have a problem. Not how they got into trouble or how to get out of it. To 90 percent of debt and mortgage customers the problem and the solution are magical-your opportunity to help!
Assume the consumer, that is that aged debt or mortgage lead, is really lacking knowledge on how to navigate these financial waters. Start your discussion with questions. They are less intimidating and immediately the customer has the sense you really care.
Ask less intrusive questions first and really get a feel for their level of knowledge. I also suggest you determine any incorrect information they may have learned or been given in their earlier research.
Now with a clear knowledge map it is time to educate. In a very helpful manner start educating the borrower. Use a very simple, no jargon approach. Again, arming the consumer with facts and accurate information will build trust and confidence in your service to them.
Just as a teacher would do with students, you should continually assess the customer. Ask them questions and have them repeat to you what they think you told them. This is a critical step in making sure you are on the same page and that they understand so they won’t go looking for information somewhere to avoid looking ignorant to you.