Script
Miscellaneous
GOTA
Rebuttal Practice
SCRIPT
100
Agent tells the client that settlements take place within 3-6 months. Is this correct?
No, you Must Use Range Words - Typically, On Average, settlements take place between 4-6 months.
You will get 1 point
100
Client is concerned about her credit score going down. The agent assures the client its only a temporary set back for a long term plan of success. Your score will go up, you just have to trust the process and as we negotiate and reduce balances your score repairs itself.
Did the Agent explain the program's potential adverse affects on the customer's creditworthiness?
No - You must use range words. Now give an example of the proper rebuttal.
100
3 key principles will keep you on the path to success what are they
Consistency, Communication & Patience
100
How would you approach a client that states they want to keep a creditor out of the program? Why do you want to have at least 90% enrollable debt
When would/could you remove something?
This helps enhance negotiations.
Look Mr. ___ I certainly understand, but, when you pull items out.....
100
Should you use Guided Enrollment email on Every call?if not, when would you not and why?
Yes - On every call you should utilize the GE, However, the exception can be made if the payments are coming out under $100 bi weekly and then you can explain it without sending with the correct payment
200
This section goes over your FDIC insured account at Crossroads Financial Technologies which is discussed in detail later in the GOTA
Bonus - What is it's purpose?
What is the client Dedicated account
The dedicated account is set up through the program where you'll be responsible for saving sufficient funds so we can negotiate on your behalf.
200
Client asks, "How will this affect my relationship with my credit card companies? Will I be able to get a card again in the future?"
What is the correct response
Use Range Words
On average, we typically see that ....
or
Many times....
200
When do we explain ROF and how do you explain it?
We explain it IF the client has a card or loan in the program and they also bank with that said creditor - Even if ROF does not populate this should be mentioned
Banks have what is known as the “Right of Offset.” This means they could automatically withdraw money from your associated checking or savings account and apply that as payment to the outstanding balance. They don’t always do this with credit cards, but they can and have done this with loans or lines of credit - but either way, we just like to be proactive to keep your funds safe. So, with your particular situation, we recommend you transition to another bank that is not associated with any of your enrolled accounts.
(with a credit card) This is less likely with a credit card, it is not required but we recommend you change your bank within the next 30-60 days. If you have an enrolled Credit Union credit card and bank with them, you need to do this in the next 30 days.
(with a Loan or Line of Credit) Whether if this is a traditional Bank or a Credit Union, we recommend you do this within the next 30 days.
200
When must you obtain consent to contact if disconnected?
What is the proper way to ask this?
Inbound calls only - However, it's good to be consistent and do so on each call.
Is this the best number to call you should we get disconnected? The number that ends in 1234
300
When confirming a client is from NY, what is the correct verbiage to be used?
Just so you know, if at any point you decide you’re not interested in our services, I’m happy to put you on our Do Not Call list so that you won’t have to worry about getting any calls in the future, ok?
Great, so I’m calling you on a recorded line today because…...
300
Why is it important to warm transfer the Client to the Onboarding Team?
We see a higher level of success from those clients that are transferred to the onboarding department. This helps to create success for the client in their program, the company retain the client, thus make more funds, and allows them to use said funds for even better leads for us!
300
Im concerned about my credit score, how big of a hit does it take? and when will it go up? by how much?
Use Range words
Yes, I hear your concern, and scores do typically drop during
Example, on Average...
Typically we see...
300
When doing the budget with the client and you notice they have a good amount leftover at the end of the month, what is the best way to approach this:
A: Add on extra funds into one of the areas
B: Ask why they have extra funds and where it's going?
C: Ask, Is there anything we may have missed that we didn't account for?
I see we have a lot of funds left over, I know that's not accurate based on our discussion, what did we miss?
All can be correct, however, you would not want to just add extra funds into an area. You may say, do you think we may have underestimated ____ Okay, so let's increase that as we want to make sure you still have enough funds to do all of these things with your current income, in addition to our payment that we can provide for you.
500
The Correct way to ask the client about obtaining emails is: Just to confirm, do you agree to receive important information through email for any options we discuss today?
No: just to confirm, do you agree to receive important information through email from Accredited and Above for any options we discuss today?
500
Client asks: So, what happens if a creditor sues me? Will I have to go to court? (assume BLP is available in the state) I
Is this correct, why or why not?
So, you have legal protection. If a creditor were to send you a judgement, we would want you to send that to our legal department as you have protection and we would protect you and keep you out of court, this is why you have the BLP Protection
No, you cannot use guarantees - We don't know if we can keep them out of court or not. However, on AVERAGE, Only 1-2% of cases do go to court, a very small percentage. Typically that may happen when someone enrolls and has items in collections before even enrolling. But, on many cases, BLP is even able to resolve those before going to court.
500
What is the purpose of doing the budget with the client and trying to be accurate
There are a few purposes of the budget:
Help client with self awareness to their situation
Be able to use during tie downs
Determine affordability of the program and their personal expenses
800
Obtain Goals - Give 2 examples of how you would go about obtaining goals
Ensure you are asking for their goals, you want them to be specific goals that can be used during your Tie Downs throughout the conversation.
Example 1:Example 2:
800
BLP - Offers a legal protection, if you were to get a letter of Judgement, you would send that to us and we would be able to protect you. We make that creditor a top priority to resolve that specific debt.
True or False and Why?
False - We will do our best to help, you cannot make guarantees "We would protect you" No, we Will Try and On average only 1-2% actually end up in court out of thousands of clients we deal with regularly
800
Why is it important to circle back to a clients goals?
Cindy shares with you that she wants a lower payment, lower interest and to get this paid off as quickly as possible.
What questions can you ask, and how can you circle back and when?
Example - Tie it back now - you have explained the program and client pushes back
Not ONLY is it 1 Point if you don't circle back, but this also allows you to show the client how the program can help them reach their goals they want to accomplish and make it tangible for them.
What questions can you ask in the start to get more information about why she wants the lower payment?
Give your example on tie down using goals
800
What section does the Agent explain the accounts are being negotiated during the program? And what is the wording used?
8. How It Works
Essentially, we have unique relationships with every creditor that you’re enrolling and they’re willing to negotiate with us to lower your principal and interest balances which gets you the savings we discussed.
Once you begin the program you make the decision to stop paying your enrolled creditors directly and instead make your new Bi-Weekly payment of $____ to an account we set up in your name.
As you build up funds in that account our negotiating team uses it as leverage to get you better terms with your creditors. As we secure new terms for you, we reach out and have you approve each new offer along the way.
etc.,