The LendingTree Face of Success

I joined The Lending Connection in July 2003. I’m proud to represent a company with such high standards, integrity and strong leadership. It’s not an easy job, but it’s easy to be successful when management consistently looks at ways to improve.

Here are a few suggestions with proven results. When I call a lead for the first time, I use a structured agenda statement. This paints a picture of what we will accomplish in the phone call and helps to put the customer at ease. Next I use a series of qualifying questions that allow me to collect valuable information & build rapport at the same time. I use open-ended questions that require a thoughtful response, rather than yes or no. The first call must be a conversation rather than an interrogation. Keep the conversation positive; be sympathetic and understanding. This builds rapport and validates your interest in providing the borrower solutions.

What makes a loan officer successful isn’t so much what you say or do but more about believing in yourself and the company you represent. I’m not selling loan programs & interest rates; I’m selling The Lending Connection and our benefits.

Andy Mastroianni
Senior Loan Consultant
The Lending Connection, Inc.

Mark Your Calendar – Loan Officer Sales Rally

New Orleans - March 8 - 10, 2007

LendingTree is proud to present the 4th Annual Loan Officer Sales Rally. If you were one of the 150 loan officers that joined us last year in Dallas, you know what this event is all about: providing the tools and techniques necessary to help you reach new levels of business performance, and having a whole lot of fun along the way!

Building on the success of last year, where 100 percent of attendees said they recommend Sales Rally to a coworker, we’re planning an even bigger, better event.

This year, LendingTree is proud to bring you Jeffrey Gitomer, best selling author and professional speaker. His hit books, including The Little Red Books of Selling and The Sales Bible, have helped salespeople around the world improve their performance. And that’s what Jeffrey’s all about – helping people sell! He knows what it takes, he speaks your language, and he knows you want answers. Bottom line, he delivers!

In addition to top notch content, who doesn’t want to have a little fun? And New Orleans – our host city for the 2007 Sales Rally – is just the place. A room block is available at the Loews New Orleans, just steps from the famed French Quarter and Riverwalk. You’ll get a taste of all that’s Cajun at our opening reception and don’t miss our blowout party at local hotspot, Bourbon Vieux, located right on the city’s most famous street.

At LendingTree, our commitment to providing the most relevant and valuable professional development is as strong at ever. We’re pleased to offer this exclusive event – designed just for you, the LendingTree loan officer – for only $199 per person. Gold Leaf Certified loan officers receive a discounted rate of $149.

Find out more or register now!

Sales Tip of the Month

6 Ways to Make a Great First Impression

Making a great first impression is the first step to providing great customer service. Here are a few strategies for offering stellar service:

Be a customer advocate by anticipating what a customer may need and uncovering additional opportunities for unmet needs
Be knowledgeable about your organization’s solutions and apply that knowledge on behalf of the customer.
Follow through on commitments to show integrity and build trust.
Go beyond the smile factor by asking thought-provoking questions, listening to the answers, and offering relevant solutions.
Personalize the experience by acting in a professional manner, demonstrating a can-do attitude, and exercising positive body language
Make the customer feel like a valued individual by being honest, caring, and respectful.

Reprinted from The Competitive Edge 11.08.2006

Find a REALTOR^® Corner

What do you do after you ask “Are you working with a real estate agent?”

Loan officers ask this question early in the first conversation with the purchase customer. The key is what you do once you hear the yes or no. Here are best practices that will help you close more loans.

If yes, then use the opportunity to gain insight on the agent through these questions:

How did you meet your agent?
How long have you been working with the agent?
Are you seeing the homes you hoped to see?
Are you planning to look in any other neighborhoods?
Is there anything you would like me to share with your agent when I speak to them?

If no, then you have an opportunity at some point later in the conversation to say:

“Mr. /Ms. Smith, you mentioned earlier that you are not currently working with a real estate agent. I can introduce you to a top company in your area who will match you with an experienced agent who is certified to work with you. And, you will enjoy a cash back incentive of $_______ that will more than make your first month’s mortgage payment. Wouldn’t that be a great way to get started in your new home? Would it be OK if we looked to see what real estate companies are on board in your area?”

This dialog works and gives you control where the customer needs a real estate agent. If you are not familiar with Find A Realtor®, ask your manager and find out how you can use the program in your shop.

Apex Tip of the Month

In order to provide an additional outlet to receive information about LendingTree, we’ll be renaming the “Technical Updates” bulletin board in Apex to “News & Announcements” on November 9th. Look here regularly for additional communication in the future.

He Said, She Said

The Importance of the LendingTree Scorecard

The Lending Tree Scorecard is a reflection of the service I provide to our valued clients. My goal is to receive five stars from all of my clients, which means that my clients are not only satisfied but blown away. It makes me feel good when my clients’ needs are met and they are ecstatic with me as their loan officer because satisfied clients are repeat clients. They are also more likely to refer friends to me which means more business.

How do I ensure my clients are happy and satisfied with my services? I educate my clients on the loan process. I advise them on what to expect and when to expect it, so that there are no surprises. I give my clients a signed Conditional Loan Approval with the details of their loan spelled out it writing. They can review their loan approval for the rate, terms, etc. Then, if any changes are needed, they can inform me right away. I’m always upfront and honest from the beginning to the end of the transaction. I make sure that I under-promise and over-deliver.

I always ask questions. I make sure that my clients’ needs are met, or we keep working until they are met. It’s important to me that my clients get a loan that they understand, meets their needs, and benefits their financial situation. My lines of communication are always open. My clients can reach me seven days a week, day or night in the office or on my cell phone.

I tell them that I will be providing five star service. I expect and receive five stars from most of my clients. It is important to me to deliver the best service with a smile at Best Rate Funding!

Thank you,

Lisa Holmes
Senior Loan Officer
Best Rate Funding

Lender Rankings