These are hints customers give us while addressing their immediate needs
What are clues
100
Questions that allow your customers to share more with you
What are open ended questions
100
A loan that a customer takes to purchase a home
What is a Mortgage
100
A mortgage term that allows customers to pay off at any time without penalties
What is an open term
200
The stage of the customer conversation where you look for other ways you can help
What is Explore
200
A sentence that we use to summarize a benefit of a product for our customers
What is Product One Liners
200
The payment frequencies for mortgages are
What are Weekly, bi-weekly, semi-monthly, monthly
200
An interest rate that fluctuates with market conditions
What is a variable rate
300
The stage of your customer conversation where you build rapport
What is Connect
300
The model we use to address customer concerns
What is the APAC Model
300
Customers pay more than needed to pay off mortgage faster
What is accelerated payment
300
The minimum amount a customer can borrow from their mortgage cash account
What is $2500
400
You do this in an attempt to understand your customers' needs
What is Listen and ask questions
400
This is what APAC stands for
What is Acknowledge, Probe, Answer, Check
400
Explain 20+20
What is a prepayment option that allows customers to increase their mortgage payment by 20% and make extra payments of 20% of their original loan balance
400
Describe a conventional mortgage
What is a mortgage where the customer has a down payment of at least 20%
500
The Six Critical Skills
What are Presence, Relating, Questioning, Listening, Positioning and Checking
500
The difference between a feature and benefit?
What is a feature is a characteristic of a product, the benefit is how that feature helps the custome
500
The program that allows first time home buyers to use their RRSP for a downpayment
What is RRSP Home Buyer's Program
500
Explain what is a mortgage renewal
What is the process by which a customer negotiates a new term and interest rate for their mortgage