Listen
The first step in LRC that focuses on understanding the customer's situation.
What is Listen?
This builds trust by showing the customer you understand their situation.
What is empathy?
The final step of LRC.
What is Connect?
What prompted you to take action today?" is an example of this type of question.
What is an open-ended question?
How many states has Annalee lived in?
6
These types of questions encourage customers to share more details.
What are open-ended questions?
After hearing a customer's concern, you should first do this before presenting a solution.
What is acknowledge their concern?
Connecting means matching the customer's ______ with the right solution.
What are needs and goals?
Which question is better?
A. "Do you need money?"
B. "What are you hoping to accomplish with this loan?"
What is B?
How many siblings does Annalee have?
6
Before discussing offers, you should first uncover the customer's ______.
What are their needs, goals, and motivation?
A customer says, "I'm worried about my monthly payment." Your first response should be:
What is, "I understand why that's important. Tell me more about what feels comfortable each month?"
A strong recommendation should always be based on what?
What the customer shared during deep dive?
Name two questions that uncover a customer's motivation.
Examples: "What led you to apply?" "What would you like to accomplish?"
My favorite snack?
Charcuterie Plate
This skill shows you're engaged by paraphrasing and acknowledging what the customer shared.
What is active listening?
True or False: Relating means telling your own personal story.
What is False?
True or False: Every customer should receive the exact same pitch.
What is False?
What question helps uncover timing?
"When would you like to have this completed?"
How many years has Annalee worked for Happen Bank/LC
Over 5
Three discovery questions you could ask before reviewing offers.
Examples:
"What prompted you to apply today?" "What are you hoping to accomplish?"
"How is this affecting you?"
This helps customers feel heard before you transition to an offer.
What is validating their concern?
This is the best time to review loan offers.
When is after you've completed a detailed deep dive and understand the customer's needs?
What question helps identify future opportunities?
"Are there any other financial goals you're working toward?"
5