Introduction & DPA
Eligibility Checks
Funding Discovery
Personal Guarantee
Objection Handling
100

What is the first thing you should do when you connect with a customer?

Introduce yourself and Partner/Liberis.

100

What is the first eligibility question we ask UK customers?

Who is your payment processor?

100

Why are you looking for funding?

To understand the customer's needs and purpose for funding.

100

Which business types may require a Personal Guarantee?

Name at least 2...

UK Limited Companies, LLPs, and US Leads.

100

Objections at the introduction/beginning of the call..

"Is now a good time?" → "No, I'm busy"

Provide the rebuttal to this objection

  • Acknowledge: "No problem at all."
  • Offer a concrete alternative: "Would later today or tomorrow work better? I only need a few minutes."
  • Log the callback time in Salesforce and follow the contact strategy for reattempts.
200

Before discussing account information, what process must be completed?

Data Protection Authentication (DPA).

200

What follow-up question should always be asked after identifying a payment processor?

Do you have any other providers?

200

What question helps determine the amount required?

How much funding were you looking for?

200

Can advisors provide legal advice about Personal Guarantees?


No!

200

"I don't remember applying for this" / "I didn't ask for this"


Provide the rebuttal to this objection

  • Stay calm and specific - don't get defensive.
  • "No worries - I can see an enquiry came through via [Partner Name] on [date]. Sometimes it's a quick form filled in while browsing your account - does that sound familiar?
  • If they're adamant they never enquired, don't push: "That's completely fine - I'll make a note and you won't hear from us again on this. Sorry for the bother."
300

Name two pieces of information that can be used for DPA verification.

Any two:

  • Full Name
  • Email Address
  • Date of Birth
  • First line of Address
300

What qualification question has become our most common QA failure?

Do you currently have any revenue-based financing?

300

What follow-up question helps uncover urgency?

When are you hoping to secure funds?

300

In simple terms, what is a Personal Guarantee?

An agreement that the owner will cover the business's obligations if the business cannot make the repayments.

300

"How did you get my number?" / "Is this a scam?"

  • Be direct and reassuring
  • "We're Liberis, [Partner Name]'s finance partner, so your details came through because of the enquiry made via [Partner Name]. You can check us out at liberis.com, and I'm happy to send something in writing too if that's easier."
  • Never ask them to "trust you". Instead, point them to something verifiable (the partner relationship, the website).
400

"This call may be..."


"...recorded or transcribed by us or our service providers for system and quality training."

400

How many days of transaction activity do we check for?

Transactions within the last 7 days.

400

Complete the statement....

If the merchant does not have an urgent need for funds?

then we want to avoid putting them through to Sales. We will set a Next Action Date for 90 days time and follow these via Lost Leads

400

What should we always recommend regarding a Personal Guarantee?

Independent legal advice.

400

Why do you need my date of birth / personal details over the phone?"

  • "It's just so I can confirm I'm speaking to the right person and keep your account secure - it's standard for any financial conversation. Our full privacy policy is on our website if you'd like to check it first."
  • If they're still hesitant: offer the alternative ID check (first line of address) rather than insisting on DOB.
500

Walk the Call Flow...


team member to walk through the entire call flow in order:

✅ Introduction

✅ DPA

✅ Agenda

✅ Payment Processor

✅ Existing Revenue-Based Financing

✅ Business Type

✅ Funding Discovery

✅ Funding Timeline

✅ Next Steps

✅ Professional Close

500

Finish the sentence: "The quickest way to lose QA points is..."

Skip the RBF question or forget to thank the customer.

500

A customer is being transferred. You explain the next steps and then go silent. What did you forget?

"Thank you for your time today."

500

Does a sole trader need to sign a PG?

NO!the business and the individual are legally the same, so there's no separate entity to guarantee against. 

500

"Why does it matter who my payment processor is?"

It's just to check we're able to work with your existing setup - we access funding through card sales, so we need to know which provider processes those

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