Contact Center Flashcards
Rebuttals
Objection: What is your rate?
Rep: That’s a great question! Let me confirm some data points with you and then we can get you the information you are looking for.
Objection: I was not expecting phone calls. Please just email me the information.
Rep: We will absolutely send you the proposal via email, I just need a minute of your time to verify the information so that we can send you accurate information.
Objection: I went with another company
Rep: That’s perfect because we would like to provide you with a no cost or obligation free benefits analysis so you can compare and contrast with what the other company offered. We want to ensure you have all of the options necessary for you to make the best decision for your financial needs.
Objection: Don’t have time to talk
Rep: I understand you are busy! I just need a couple of moments to confirm so that we can provide you an accurate proposal.
Objection: I’ve never heard of your company before
Rep: We’re a gold leaf certified lender through Lending Tree which is a certification we received through extensive training and testing. Only a handful of companies in the country have this certification. We have a 4.5 star rating through Yelp, an A+ rating on the BBB, we are a California specialist direct lender and my job is to confirm this information to make sure it is correct, once it’s confirmed I can bring on my senior licensed mortgage banker to discuss the details with you
Objection: How did you get my information?
Rep: We received an online inquiry you just submitted through (Lead Source) regarding a home refinance/home equity line of credit. I just need to confirm a couple of data points and we can provide you with a no cost/no obligation benefit analysis.
Objection: I don’t want to give you my social. Why are you asking me for my social?
Rep: I completely understand your hesitation. The last four digits will provide us with a snapshot of your credit profile to verify it’s you who we are speaking to and allow us to do a soft pull of your credit so we can provide your benefit analysis to you.
Objection: Will the soft pull affect my credit score?
Rep: A soft pull will give us access to your credit profile without affecting your overall score or the integrity of your credit report.
Objection: I have to discuss this with my spouse
Rep: The good thing about our company is there is no cost or obligation to you and it won’t affect credit score. I want to provide you with the information that you can share with your spouse to compare. We will also send this information to your email so you will have this in writing. It is a big decision and I can understand you want to discuss this with them.
Objection: I only want a HELOC
Rep: Perfect, we have that option for you. The great thing about our company is we have every available product on the open market.
Objection: I’m not interested in refinancing. I thought I was but not anymore
Rep: You were initially interested when you first put in the inquiry. What has changed since then? Is there another product you’d be interested in? What was your goal when you first inquired?
Objection: I spoke with other lenders and I don’t qualify
Rep: I understand! The great thing about our company is that we have a variety of products and options that other lenders do not have access to. We’ve helped many clients with unique products that have fulfilled their financing needs. Let us take a look at your information and see what we can do to help.
Objection: I don’t want to be transferred
Rep: I completely understand. I’d like to get my experienced banker on the line so they can schedule a better time to call you back and send you information via email but I’d like to get you over to them so that they can be your point of contact.
Objection: I never submitted my information
Rep: Were you online looking around for interest rates? If you were, that is why we are calling. We want to provide you with a no cost/no obligation benefit analysis so that you may compare your options.
Objection: I only want to work with a local company
Rep: I completely understand your hesitation in only wanting to deal with a local company but I can assure you that our company is not only easy and painless to work with but we are extremely competitive. I just need to confirm some data points with you real quick so we can provide you with a free benefit analysis. I can also send you some information on our company so you can see for yourself that we are a very highly rated company.
