In the last issue of National Mortgage Professional, we introduced the difficulties that coaching loan officers present, including identifying the issues and making coaching calls. We will now delve into the tools you can use to become a more effective coach.
Scripts. No salesperson can develop into a true relationship star using scripts. Yet, we all know that the secret to great telephone sales and overcoming objections is being prepared with what to say and at the right time. You will facilitate the process greatly by developing standard answers for standard questions.
Coaching should cover examples of scripts for enabling statements, standard questions, sample closing statements and objection responses. In training, I often jest by saying, don’t put the customer on hold while you search for your script. Scripts do have a time and place — but they do not substitute for real needs assessment and conversational/relationship skills.