Mortgage
Sales Assessment Results
44
Needs Improvement
10 questions
Maximum score: 100
Completed in
Let's get real here—your performance is sitting at a lukewarm 4.4, and that’s not going to cut it in the competitive world of sales. You've shown some willingness to connect with prospects, but there’s a noticeable lack of depth and specificity in your responses. You have potential, but right now, you’re missing the mark on engaging customers and truly understanding their needs.
Your strongest technique appears to be a basic use of reassurance, which is great, but it's not enough. You need to kick it up a notch by incorporating open-ended questions to really uncover customer pain points and tailor your approach. That curiosity is essential, and right now, it’s like a car running on empty.
The consistent pattern I see is a tendency to play it safe—you're reassuring, but you're not diving deep enough. When customers have concerns about rates, convenience, or their experiences, they want specificity, not just platitudes. You need to stop deflecting from their concerns and start addressing them head-on with unique value propositions.
I strongly suggest you study Solution Selling and Consultative Selling. Both techniques can help you focus on your prospects' pain points and tailor your responses to showcase how your solutions align with their needs. This will help you build rapport and trust, which is sorely lacking right now.
Here’s your coaching moment: remember that sales isn’t just about closing; it’s about connecting. It’s the difference between just making a sale and building a relationship that lasts. Get curious, dig deeper, and show them you genuinely care about their needs. Your prospects will thank you—and so will your commission check.
Question Breakdown
1.
4
/ 10Question:
"I'm just worried about how the monthly payments will fit into my current budget."
Answer:
Let’s take a closer look at your budget together…I can help break down the numbers to see how this payment could fit in your budget
Feedback:
While the response shows a willingness to assist the prospect with their budgeting concerns, it lacks a more proactive approach to uncover specific details about their financial situation. Asking open-ended questions about their current expenses or income would demonstrate active listening and curiosity. Additionally, discussing potential benefits or savings from choosing your mortgage compared to competitors could enhance value exploration.
2.
3
/ 10Question:
"I have a competitor offering lower rates, how can you justify the difference?"
Answer:
I will not always be the lowest or the highest but what I can guarantee is that the level of service you will receive from me will be worth it
Feedback:
The response does not directly address the prospect's concern about lower rates. Instead, it shifts focus to service quality without providing specific reasons for the rate difference. A more effective response would include an explanation of the unique value propositions, such as customer support, faster processing, or additional benefits that justify the higher rate. Additionally, incorporating questions to understand the prospect's priorities would enhance engagement and demonstrate curiosity.
3.
4
/ 10Question:
"With all the paperwork involved, how can I be sure this won't disrupt my daily life?"
Answer:
I will make sure to streamline the process so that your day is not interrupted.
Feedback:
The response attempts to reassure the prospect by promising a streamlined process, but it lacks depth and specificity. Instead of just assuring the prospect, it would be more effective to explain how you plan to simplify the paperwork and what steps you’ll take to ensure minimal disruption. Consider asking the prospect about their daily schedule or specific concerns to better understand their needs. This could show active listening and build rapport.
Additionally, providing examples of how other clients have experienced a smooth process could further enhance the response.
4.
4
/ 10Question:
"What if my current lender can match your offer?"
Answer:
I’m sure they will try to match my offer but why didn’t they give you this rate from the get go. I always have my clients best interests in mind so they will always get the best rate available
Feedback:
The response addresses the prospect's concern but lacks a constructive approach. Instead of questioning the current lender's intentions, it would be better to focus on the unique benefits of your offer and why it might be more advantageous compared to matching. Consider offering to discuss specific terms or features of your mortgage that set it apart, along with asking the prospect about their experience with the current lender. This would showcase curiosity and active listening, while also building rapport. Clarifying the reasons why your offer is superior would demonstrate value more effectively.
5.
5
/ 10Question:
"I'm not sure if this mortgage really aligns with my long-term financial goals."
Answer:
Let’s take some time to review your long term financial goals and see how we can align this mortgage to fit your needs
Feedback:
The response demonstrates a proactive approach by inviting the prospect to review their long-term financial goals, which is a good start. However, it lacks specificity and depth. To enhance the effectiveness of the response, consider asking open-ended questions to better understand their financial situation and goals. For example, inquire about their specific objectives, such as retirement plans or purchasing a home for investment purposes. Additionally, it would be beneficial to explain how the mortgage product can address those goals directly, thus enhancing value alignment. This would show active listening and curiosity, and ultimately build a stronger rapport with the prospect.
6.
4
/ 10Question:
"How can I trust that your service will be as convenient as you claim?"
Answer:
Don’t take my word for it. Take a look at my website to see all of my 5 star reviews.
Feedback:
The response attempts to leverage social proof by directing the prospect to 5-star reviews, which can be effective. However, it falls short in addressing the prospect's specific concern about convenience directly. Instead of merely pointing them to reviews, it would be more impactful to explain what specific measures or processes you have in place to ensure a convenient experience. Consider asking the prospect what particular aspects of convenience they are worried about, which would demonstrate curiosity and foster a collaborative approach. Additionally, sharing personal anecdotes or examples of how past clients have benefited from your services would enhance trust and engagement.
7.
5
/ 10Question:
"If I switch to you, how will that impact my existing relationship with my current lender?"
Answer:
The only impact it will have is you having a better experience by having me as your trusted advisor
Feedback:
The response attempts to reassure the prospect by emphasizing a better experience with you as their trusted advisor. However, it lacks specificity in addressing how the relationship with their current lender will be affected. A more effective response would include discussing potential benefits of switching, like improved service or financial advantages, and clarifying that maintaining a good relationship with the current lender is possible. Additionally, asking the prospect about what concerns they have regarding their current lender could demonstrate active listening and curiosity, leading to a more collaborative conversation.
8.
5
/ 10Question:
"What measures do you have in place to ensure a smooth onboarding process?"
Answer:
I will always be your point of contact but have a designated hand picked team that helps me be the best at what I do.
Feedback:
The response provides some reassurance by indicating that the salesperson will be a consistent point of contact, which is good for building trust. However, it lacks specific details about the onboarding process and what measures will be implemented to ensure a smooth experience. To improve, it would be helpful to outline particular steps taken during onboarding, such as timelines, communication methods, and how the team collaborates to support the client. Additionally, asking the prospect about their specific concerns or previous onboarding experiences could enhance engagement and demonstrate active listening.
9.
6
/ 10Question:
"Can you guarantee that my application will be processed quickly enough given my immediate need?"
Answer:
As long as we can get all the requested docs in a timely manner I will absolutely guarantee that we will have enough time to process your application
Feedback:
The response addresses the prospect's concern about timely processing but lacks specificity on what "enough time" entails. Providing details about typical processing timelines or how your team prioritizes urgent applications would strengthen the assurance given to the prospect. Furthermore, it would be beneficial to ask the prospect about their deadline and any specific concerns they might have regarding documentation. This would demonstrate curiosity and active listening, ultimately enhancing rapport and trust.
10.
4
/ 10Question:
"I’ve had a bad experience with a previous lender; how do I know this won't be the same?"
Answer:
Not all lenders are built the same. I completely understand your concerns but I know by giving us an opportunity to earn your business you will not be disappointed
Feedback:
The response attempts to reassure the prospect by acknowledging their concerns, which is a positive aspect. However, it lacks specificity in addressing their previous negative experience with a lender. To improve, the salesperson should provide concrete examples of how their service differs from competitors and what measures are in place to ensure a positive experience. Additionally, asking the prospect about their specific past issues could demonstrate active listening and curiosity, allowing for a more tailored response that builds trust. Overall, the answer is somewhat generic and doesn't sufficiently explore the prospect's feelings or concerns.