Trust Behaviors
Fill in the blank. When opening the call we want to sound n____l and s____e.
Natural Sincere
What should we click on in the Memo Tool if it's a re-engagment and the customer says no due to only wanting one loan?
DPL to DPL pending
The PA has a birthday coming up. What should we do next?
Acknowledge the birthday
The applicant asks how long loan funding/disbursement will take. What do we say next?
Once you accept the loan we start working on funding immediately. Your bank or creditors will take time to post payments to your account, so please continue to make payments to those accounts to avoid late fees and additional finance charges on those accounts.
Your dog starts barking while on a call. What can you do?
Joke about your dog and ask the pa if they have a dog
The trust behavior that provides low effort solutions that meet the customer's need(s) is?
Solve
If a Phone Number isn't listed for CBR fraud, what do we click on in the memo tool?
Next to Phone Number, No
In Relate, we are personable and use voice inflection to show what?
engagement
How do we handle this?
Applicant advises they intend to use a DPL to pay a Discover Card account.
There are limitations on our ability to pay a Discover card account with a Discover Personal Loan. For your convenience, though, we may be able to deposit the money directly into your checking or savings account for your management.
The pa mentions the weather. What would be the best response?
A. Pause and ignore it? B. Keep reading the Disclosures? C. Mention the weather where you are?
C
What Trust behavior is: We are personable and use voice inflection to show engagement
Relate
The PA says no to the Social Security disclosure and doesn't agree. What do we click on in this situation and why is it important?
ECBSV: No To scrub stats and not have it counted against you
While building rapport, should we be asking closed or open ended questions?
Open ended questions
What can we do in this situation?
Applicant asks if they can make changes to their disbursements AND the application is 21 days old or less
I would be happy to gather your new disbursement details. Please keep in mind this option may result in additional verification.
According to Mr. Rogers, It's a beautiful day in ..__ _______
The Neighborhood
What are the 5 Trust Behaviors
Understand, Solve, Tailor, Relate, Transparent
An employee calls in and says they're comfortable with you taking the application. What do we click on in the memo tool?
Employee Application
How can we adjust to the customer's vibe?
Any of the following:
Be personable
Voice inflection and energy
natural and sincere
True or False:
You don't need to confirm address provided by creditor search with the applicant.
False
What year did Personal Loans orginally start?
1986
While Solving, the applicant is hesitant, what should we uncover during the hesitation in Solve?
Understand the Why
While taking disbursement information you're confirmed the account numbers twice. What do you click on to confirm this?
Confirmed Twice
When developing the purpose and goal early in the call, what drives us to do this?
To help with any customer hesitation
Applicant asks "Can I deposit this into my business account? What would be the response according to link'd?
Yes. However, if you are not an owner on the account you may see a delay in processing and additional verification may be required.
Toni started in what year with Discover?
A. 1994 B. 2001 C. 1997 D. 1999
C. 1997