Bills.com Best Practices

At Bills.com, we believe that following these proven sales tactics will yield the greatest success with our leads. There are additional sales resources on the left-hand side of the page.

Call as soon as you receive the lead!!!

First contact:

• Introduce your company, yourself and Bills.com — explain why you are calling and how you can help them

• Confirm the client's information

• Go for an application: at this point, applicant will be eager to tell their lenders their whole story and goals for their mortgage

• Present your best offer — you may only have one shot at this

• Set up time for next call, to review your offer

• Make sure the applicant writes down your name and phone number

• After call — send follow up e-mail — preferably with head shot or company logo (or both)

Call scheduling:

• If no contact on the first call, you will want to try 2-3 times per day for about a week — consider changing your call times as no answer likely means that it is not a good time for the applicant to talk

Voice mail messages:

• Make sure to clearly state your name, company name, phone number and good time to call

• Mention that you will send an e-mail, and if they respond with a date and time that is convenient, you will modify your schedule around theirs

• Keep the message brief

• Mention Bills.com

Competition:

• Applicants will be hearing from up to three other lenders — you can use this to your advantage by acknowledging the competition and suggesting that the applicant listen to all offers and compare them to yours

Offer:

• Be ready to openly discuss your fees and costs — applicants will get this anyway, better to provide it up front and build credibility

• Avoid the bait and switch — you are in a competitive environment and if you lose credibility with the applicant, they will go to their other lenders

• If your offer changes, it will benefit you to clearly explain to the applicant why it changed — do not try to hide it and tell them at the last minute

General:

• Do not allow different loan officers to call one applicant within the same day — this will confuse the applicant and they may be overwhelmed

• LISTEN — applicants will tell you a lot if you let them

• Be positive — even if you cannot help a customer, attempt to consult them

Bad phone numbers:

• Make an attempt to find the correct number — the customer may have entered the number incorrectly; it is worth a quick check online or 411 call

• www.whitepages.com/reverse-lookup

• Send an e-mail before giving up on the lead — if the number is bad, the e-mail may very well be good

• Once you have determined it is a bad lead (bad phone number or bogus person), add to returns sheet and return to Bills.com Customer Service for Quality Control Review (QCR)