Arps
"Sorry, I can't talk right now—I’m just about to head into a meeting."
What is "I understand you’re heading into a meeting and your time is valuable to us here. Here at Rocket, we're known for making the mortgage process seamless and convenient for our clients, so we'll keep this brief and impactful for you."
How many times(minimum) should you ARP a client's objections(excluding time objections).
What is "at least two times".
What team do we say we're calling from on CARI leads?
The client picks up and tell you "I don't have time for this right now." and hangs up before you can ARP, what would you status this call as?
What is "Client was busy".
Use branding that shows the client how Rocket makes the process easier or faster.
What is "We can get you approval in minutes so you're ready to make a strong offer."
"I've already got someone I'm working with on this, I don't need your help."
What is "It's great to hear that you've already gotten started! What sets us apart from the competition is our ability to customize a solution for your specific financial needs, so we'll at least provide a comparison for you so that you can make sure you're in the best possible spot."(PIVOT)
OR
"I completely understand wanting to have options you’re comfortable with. With Rocket, clients often discover an extra layer of convenience, speed, and support that makes a real difference." (PIVOT)
How many times should you ARQ a client when receiving a DNC request?
What is "one time".
What is the script for the New York CRD?
The client picks up and you can hear some noise and someone speaking in the background, but not to you. After repeating the greeting multiple times, there is no response, and the line hangs up. What would you status this call as?
What is "pick up no answer".
Give an example of how Rocket's exclusive technology provides something that our competition doesn't.
What is "You'll get real time updates through our RM app, so you're always in the loop and never guessing what's next."
"Im not looking to buy, and I know you can't beat my rate, I've checked online."
What is "Okay I hear you, you're not looking to buy, and it sounds like you've done some research on your end already. However, what you see online often isn't what you're personally eligible for, and with our pricing & programs changing daily, we may have an opportunity to put you in an even better spot."(PIVOT)
OR
"I really appreciate that you’ve done your homework and are confident in your current rate. Clients are often surprised by the exclusive opportunities, guidance, and speed Rocket delivers—even when they think they've seen all the options online." (PIVOT)
What % withdrawal rate are we aiming to get below?
What is "4% or less"
The client picks up and you initiate a transfer after running the play. While branding our programs with the client, they say "I don't need this." and hang up as the banker gets on the line before you can ARP. What would you mark this lead as, and what status would you give it in the quick note?
What is "Client Not Interested & HUDT."
Offer an immediate benefit to a client that says they're busy in order to keep them on the line.
What is "In just a couple minutes, I can connect you with a specialist who will zero in on today's best rates and programs just for your situation."
"You denied my application just yesterday. I don’t see the point in talking again."
What is "I can understand how frustrating that must feel, and I appreciate your willingness to speak with us here. At Rocket, we find that a second look or a fresh perspective can sometimes reveal options clients didn’t know they had."(PIVOT)
OR
"I hear where you’re coming from and appreciate your honesty. Many clients are surprised by how Rocket can revisit situations to find creative solutions or new opportunities—especially with our pricing & programs changing daily." (PIVOT)
A Washington client gives you a DNC request, how many times do you ARQ them?
What is "0 times/do not ARQ them".
What is the ARQ script?(Must be word for word)
What is "I hear you(client's name). Before we got that route, since the market is constantly changing, we would hate for you to miss out on an opportunity. Let's take a quick look at your goals, sound fair?"
The line picks up but its an automated assistant that asks you the purpose of your call. You explain, and the assistant responds "Please remove this number from your mailing and contact list, goodbye." What should you do with this lead, and what would it be marked as in quick note.
What is "Opt-out & Google Assistant"
Name 4 of RM's exclusive programs.
Yourgage, Down Payment Assistance, Cash Out, Rate Drop Advantage
"I actually just closed on my loan last week, so I’m not looking for anything else right now."
What is "Congratulations on your recent closing, that’s always an exciting milestone! Even when you've just finalized a loan, Rocket is known for providing ongoing tools, insights, and support to make future financial decisions even smoother." (PIVOT)
OR
"Big congratulations on closing your loan! At Rocket, we have exclusive programs like Rate Shield and access to home equity insights designed to help you get the most from your new mortgage." (PIVOT)
What is the maximum amount of time you can stay on a call(where no client answers) without it impacting your efficiency %?
What is "9 seconds"
Read the entire PCT script, front to back. (including intro, crd, reason for call, and a value piece before transferring to a specialist.
What is "Hi is this(client name)? This is (your name) from RM, thank you for taking my call. (Click CRD) We received your information through a recent credit inquiry we're not affiliated with. I must inform you all calls are monitored and recorded using third party services and we meet all opt out requirements; please visit our privacy policy to understand our data practices. We believe you could benefit from our special financing options.
Are you looking to purchase a new home?
Our programs are designed to save you money and make the mortgage process simple.
To go over those options with you, Ive brought on (specialist name), you're in great hands!"
You're calling for a client named Lorie. The line picks up and you ask for the client. They say that this is Lorie's friend, and that she not available at the moment. You specify and ask if they can speak on behalf of Lorie's mortgage, which they say they cannot. Should you continue the call, and what should you status this call as in quick note?
What is "Politely end the call, telling Lorie's friend that we will reach back out again for her soon. Status the call as spoke with third party."
Explain our Bridge Loan program.
A short term loan to bridge the gap between buying your next home and selling your current one. Move on your timeline without contingencies.