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Sales Framework - Overview

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Sales Framework - Concierge / First Contact

Must have items for intro call

  • Laptop

  • Notepad

  • Pen

Must have items for intro email

  • Laptop

  • Approved LA template

Must have items for intro TEXT

  • Mobile

  • Approved LA text format

things that must be covered

  1. Your title

  2. Where you're calling from

  3. Who referred you

  4. "Would you have time for a quick chat regarding the finance matter you discussed with XXX?"

    1. If YES:

      1. Continue with below steps

    2. If NO:

      1. "When is a good time to call back (either during the week or over the weekend?"

      2. Ensure the client knows we are also available before or after business hours

      3. Text the client your contact details & what was agreed on post call, using an LA approved text template

IF YES

Things to cover off as general conversation:

  • The importance of the lead and referrer to LA

  • Elevator pitch about LA's size in the industry

    • The size of LA (staff wise), national presence, largest privately owned brokerage etc.

  • Explain your senior role in the business

  • One of the two below options:

    • "I've been asked by REFERRER NAME to take a personal interest in your file" OR:

    • "I make a habit of calling all our new clients, to welcome them to the LA Group"

always ask the below (as a minimum) regarding the clients needs:

  • "So how can I help?"

    • Loan purpose

    • When settlement is due or anticipated

    • Have you previously spoken to a broker regarding this?

    • Have you lodged an application for this with a lender?

    • Are you happy with your current bank?

    • Are any of your loans currently fixed?

    • How much are you looking to borrow?

    • Is this your only property?

      • If YES:

        • Address

        • Value

        • All debt

      • If NO:

        • All addresses

        • All values

        • All debts

    • Would it be okay to order a valuation upfront? (ensure the client understands that this is at no cost to them)

      • Who is the best contact person to arrange access for the valuation?

      • Do you have a managing agent?

explain what the process is from here

  1. COMMUNICATION

    1. We like to update you on your application or progress every 2-3 days, as a general rule.

    2. Confirm this is okay with the client, or if they would prefer more, or less, regular updates

    3. What is the clients preferred way of contact? (phone, email, text)

  2. DATA COLLECTION PROCESS

    1. "We need to collect some information from you to give you the best advice. Once you’re an existing customer we will in future ask you for less"

    2. Would you have time to:

      1. Send us what ever you sent the last broker of which we can work off that initially (within the last 6 months)

        1. From this we will only need you to sign a credit check form and provide your DL

      2. Come in and see us to complete the required information in person at one of our flagship offices

      3. Alternatively, can we do a teams meeting with me and one of my colleagues to complete a form online (to save you the trouble)

      4. "The last option, which I don’t like to do to people is email them a short list of what I need initially"

        1. How do you generally feel about forms?

        2. How do you also feel about collecting statements and income documents?

        3. I require mainly an app form to complete which you can type straight into and sign electronically (or printed and signed)

        4. "I also require a credit check form completed and signed so I can check your credit score."

          1. "There are generally two types of enquiries lenders or brokers arrange - one that can be seen as an enquiry which can affect your credit score, and one that cant be seen and rather is just an information gathering too for us - we do the latter".

  3. RECOMMENDATION MEETING

    1. "Once your information is received, I'll book in another meeting with you to discuss our recommendation"

    2. "This is where you will understand our offer in full, and consider if it is appropriate for you"

    3. "By this stage I'd like to think we'll have some valuations back on your property, so can move forwards from here quite quickly."

  4. HOW LONG FOR APPROVAL AND SETTLEMENT

    1. For major bank options, approval generally takes up to 5 business days unless otherwise notified by our team.

    2. For second tier lenders, approval can take up to 2 weeks.

    3. Whatever the lenders turnaround time is, you can be sure we'll be pushing them to get this deal approved as fast as possible.

    4. Settlement can generally occur within a week of approval, if needed.

SEND FOLLOW UP EMAIL USING APPROVED LA TEMPLATE

Sales Framework - Intro to the LA Group

NON NEGOTIABLE PROTOCOLS

  • Must introduce yourself to the clients

    • In person (preferred option)

    • Via Teams video call (scale approach & positioning of the camera)

    • Via Phone call (worst case scenario)

NEW CLIENT INTERACTION PROCESS

  • Call and introduce yourself post any email involving your name or introduction as the sales manager

    • Your name

    • Your role

    • Text CSV card

    • remind the client you know their matter in detail as you're across the original purpose

    • Offer the clients assistance with collection of data

    • If the client has not come in at any stage, to meet in person or on Teams, this needs to occur prior to lodgement.

communication (pre-lodgement)

  • Reconfirm your communication protocols with clients

    • Updates every 2-3 days

    • Phone, email or text updates depending on the clients preference

  • Confirm stakeholder information (if applicable)

    • Lawyer

    • Accountant

    • Real Estate Agent

    • FP (if applicable)

    • Refer FP & GI if needed

    • Refer to our preferred partner list here, if applicable

  • Anticipated funding table is to be shared with the client in writing

Application Processing

things to do upfront:

  1. Order a val (this is number one priority) - either via Associates Hub or commercial valuer's

  2. Complete Associate Action Template explaining everything that needs to occur;

    1. Pricing

    2. Loading

    3. Checks (personal & company)

    4. Servicing

  3. Have the file tracker ready (this inherently refers to Servicing or Policy or Lender Limitation issues)

  4. Draft GamePlan - have this ready to go and checked over

  5. Hold recommendation meeting with client

  6. Have GamePlan & consents signed and ready for lodgement

  7. Send to compliance (Wes/JD)

  8. Lodge deal

Communication Post Lodgement

  • Let the client know their loan application has been lodged. This must be by both phone & email.

    • Advise the client of the turnaround time anticipated by the lender.

  • If applicable, discharge of mortgage is to be signed & submitted. This must be by both phone & email

    • Advise the client of the anticipated timing for the discharge

  • Communication protocols are reduced to once a week post lodgement IF the above has been adhered to PRIOR TO LODGEMENT.

Communication During Settlement Process

  • Think about your pending settlement from a sales perspective and consider what may be needed;

    • Discharge ready?

    • Transfer needed

    • Stamp duty val needed

    • Lawyers are across the transaction and have been introduced to the settlement team

    • Sign up process acknowledged

    • COS held in full

    • Anticipated settlement deadline from a client perspective

    • GI Insurance

Sales Framework - AIP Introduction to LA Group

NON NEGOTIABLE PROTOCOLS

  • Must introduce yourself to the clients

    • In person (preferred option)

    • Via Teams video call (scale approach & positioning of the camera)

    • Via Phone call (worst case scenario)

NEW CLIENT INTERACTION PROCESS

  • Call and introduce yourself post any email involving your name or introduction as the sales manager

    • Your name

    • Your role

    • Text CSV card

    • remind the client you know their matter in detail as you're accross the original purpose

    • Offer the clients assistance with collection of data

    • If the client has not come in at any stage, to meet in person or on Teams, this needs to occur prior to lodgement.

communication (pre-lodgement)

  • Reconfirm your communication protocols with clients

    • Updates every 2-3 days

    • Phone, email or text updates depending on the clients preference

  • Confirm stakeholder information (if applicable)

    • Lawyer

    • Accountant

    • Real Estate Agent

    • FP (if applicable)

    • Refer FP & GI if needed

    • Refer to our preferred partner list here, if applicable

  • Anticipated funding table is to be shared with the client in writing

Application Processing

things to do upfront:

  1. IF APPLICABLE - Order a val (this is number one priority) - either via Associates Hub or commercial valuers

  2. Reconfirm funding table for the lender and with the client

  3. Complete Associate Action Template explaining everything that needs to occur;

    1. Pricing

    2. Loading

    3. Checks (personal & company)

    4. Servicing

  4. Have the file tracker ready (this inherently refers to Servicing or Policiy or Lender Limitation issues)

  5. Draft GamePlan - have this ready to go and checked over

  6. Hold recommendation meeting with client

  7. Have GamePlan & consents signed and ready for lodgement

  8. Send to compliance (Wes/JD)

  9. Lodge deal

Communication Post Lodgement

  • Let the client know their loan application has been lodged. This must be by both phone & email.

    • Advise the client of the turnaround time anticipated by the lender.

  • If applicable, discharge of mortgage is to be signed & submitted. This must be by both phone & email

    • Advise the client of the anticipated timing for the discharge

  • Communication protocols are reduced to once a week post lodgement IF the above has been adhered to PRIOR TO LODGEMENT.

Communication Post Approval

  • Email specifics of Pre Approval to the client Using LA Approved Pre Approval Email Template

  • Ongoing communication for all pre approval clients

    • Every fortnight - an update call to the clients is to be made

    • Every fortnight an updated email to the client is to be sent, confirming how long is left in the pre approval before expiry.

    • Offer property profile reports in both all verbal and email communication

    • If pre approval is within its last month of approval, then written recommendations needs to be made again. This involves either having the client in for another in-person meeting, or receiving agreeance via email or Teams video call.

Communication During Settlement Process

  • Think about your pending settlement from a sales perspective and what may be needed;

    • Is the discharge ready?

    • Transfer needed

    • Stamp duty val needed

    • Are lawyers accross the transaction and have they been introduced to the settlements team?

    • Sign up process acknowledged

    • COS held in full

    • Anticipated settlement deadline from a client perspective

Sales Framework - Returning to the LA Group

NON NEGOTIABLE PROTOCOLS

  • Review the existing client file in full

    • Complete review of any of the clients previous submissions

    • Ask PST to send an update of existing lending & balances (where possible)

    • Speak to previous sales manager about the past transactions where possible

  • Must introduce yourself to the clients (even though they are existing clients)

    • In person (preferred option)

    • Via Teams video call (scale approach & positioning of the camera)

    • Via Phone call (worst case scenario)

  • Clawback protocols - check if clawback applies and seek management approval where needed

  • ⭐⭐CARE⭐⭐- All Existing clients need to confidently feel we can manage all future needs easier than new clients otherwise they will look elsewhere

  • ⭐⭐CARE ⭐⭐- It's important to emotionally engage clients to reinforce they are existing (conversations , valuations , etc)

existing CLIENT INTERACTION PROCESS

  • Call and introduce yourself post any email involving your name or introduction as the sales manager

    • Your name

    • Your role

    • Text CSV card

    • remind the client you know their matter in detail as you're across the original purpose and current lender details (from previously settled lending)

    • Never send a blank DC!

      • A name filled out is NOT 'pre-filled'.

      • Sales managers need to own this

      • Never send the most recent form asking for it to be adjusted

      • Prefill a form with all current details held, so the clients can update where necessary rather than starting from scratch.

      • Offer the client a personal service to help them do this in person or on Teams, as opposed to leaving them on their own to complete this. This process is not beneath you!

communication (pre-lodgement)

  • Reconfirm your communication protocols with clients

    • Updates every 2-3 days

    • Phone, email or text updates depending on the clients preference

  • Confirm stakeholder information (if applicable)

    • Lawyer

    • Accountant

    • Real Estate Agent

    • FP (if applicable)

    • Refer FP & GI if needed

    • Refer to our preferred partner list here, if applicable

  • Anticipated funding table is to be shared with the client in writing

Application Processing

things to do upfront:

  1. IF APPLICABLE - Order a val (this is number one priority) - either via Associates Hub or commercial valuers

  2. Reconfirm funding table for the lender and with the client

  3. Complete Associate Action Template explaining everything that needs to occur;

    1. Pricing

    2. Loading

    3. Checks (personal & company)

    4. Servicing

  4. Have the file tracker ready (this inherently refers to Servicing or Policy or Lender Limitation issues)

  5. Draft GamePlan - have this ready to go and checked over

  6. Hold recommendation meeting with client

  7. Have GamePlan & consents signed and ready for lodgement

  8. Send to compliance (Wes/JD)

  9. Lodge deal

Communication Post Lodgement

  • Let the client know their loan application has been lodged. This must be by both phone & email.

    • Advise the client of the turnaround time anticipated by the lender.

  • If applicable, discharge of mortgage is to be signed & submitted. This must be by both phone & email

    • Advise the client of the anticipated timing for the discharge

  • Communication protocols are reduced to once a week post lodgement IF the above has been adhered to PRIOR TO LODGEMENT.

Communication Post Approval

  • Email specifics of Pre Approval to the client Using LA Approved Pre Approval Email Template

  • Ongoing communication for all pre approval clients

    • Every fortnight - an update call to the clients is to be made

    • Every fortnight an updated email to the client is to be sent, confirming how long is left in the pre approval before expiry.

    • Offer property profile reports in both all verbal and email communication

    • If pre approval is within its last month of approval, then written recommendations needs to be made again. This involves either having the client in for another in-person meeting, or receiving agreeance via email or Teams video call.

Communication During Settlement Process

  • Think about your pending settlement from a sales perspective and what may be needed;

    • Is the discharge ready?

    • Transfer needed

    • Stamp duty val needed

    • Are lawyers accross the transaction and have they been introduced to the settlements team?

    • Sign up process acknowledged

    • COS held in full

    • Anticipated settlement deadline from a client perspective

Sales Framework - Servicing Issues

❌❌Non negotiable protocols❌❌

  • Review the existing client file in full (if they're an existing LA client), including any previous lodgements.

  • Review the new client file in full with either Wes (PAYG) or JD (Self Employed) prior to your tracker session.

TRACKER REVIEW - SERVICING ISSUES

  • The below documents are required for review:

    • Payslips or financials

    • Servicing calc completed for relevant lenders

    • Full & LoDoc loans exhausted

    • DC completed in full

    • Valuations held

    • Credit checks

    • Company checks (if applicable)

    • Alternative lender servicing calc options (Pepper, LaTrobe, Wave, Orde etc.)

IF SERVICING IS NOT EVIDENT, THE CLIENT FILE SHOULD NOT SIMPLY BE DELETED


NON NEGOTIABLES ARE;

  • Deliver the news in person or via Teams video call and not over the phone (do not dodge hard conversations)

  • This is not a decline from LA but rather the proposed lender. LA's job is to fix this over time

  • A plan needs to be put in place with the client to resolve.

    • i.e. following up at a future date should be scheduled using diary system or tech

Various ways servicing can be resolved over time are;

  • Improved income over time (S/E or PAYG)

  • Bonus' available

  • Change of employment

  • Lower debt levels over time

  • Lower expenses over time

  • Lower living expenses over time (i.e. less dependants etc.)

  • Additional income not previously used

  • Greater investment income over time

  • Lower servicing rates over time

  • Improved credit reporting

Sales Framework - Policy Issues & Settlement Issues

❌❌Non negotiable protocols❌❌

  • Review the existing client file in full (if they're an existing LA client), including any previous lodgements.

  • Review the new client file in full with either Wes or JD prior to your tracker session.

TRACKER REVIEW - policy ISSUES

  • The below documents are required for review:

    • Payslips or financials

    • Servicing calc completed for relevant lenders

    • Full & LoDoc loans exhausted

    • DC completed in full

    • Valuations held

    • Credit checks

    • Company checks (if applicable)

    • Alternative lender servicing calc options (Pepper, La Trobe, Wave, Orde etc.)

IF NO LENDER OPTIONS ARE EVIDENT, THE CLIENT FILE SHOULD NOT SIMPLY BE DELETED!


NON NEGOTIABLES ARE;

  • Deliver the news in person or via Teams video call and not over the phone (do not dodge hard conversations)

  • This is not a decline from LA but rather the proposed lender. LA's job is to fix this over time

  • A plan needs to be put in place with the client to resolve.

    • i.e. following up at a future date should be scheduled using diary system or tech

Various ways POLICY ISSUES can be resolved over time are;

  • Improved servicing

  • Improved credit reporting

  • Improved life circumstances

  • Improved security position (renovation etc)

  • Improved LVR position

  • Missed settlement but can refinance down the track

Sales Framework - Preparing for Tracker Meetings

Data a Sales Manager is assumed to know prior to a tracker session;

  1. What was lodged last week? (dollar amount & units)

  2. What's being lodged for this coming week (dollar amount & units)

  3. How are your unconditional deals for the last week? (dollar amount & units)

  4. What's being settled this week? (dollar amount & units)

  5. What's being settled this month? (dollar amount & units)

  6. What leads have you received in the last week? (dollar amount & units)

  7. Have any withdrawn deals been sent to BC/JD for sign off? - Sales - Withdrawing a lead from trackers

A lot of this data can be retrieved from the 'Agenda Tracker' - Sales - Daily Agenda (forecast & detailed forecast)

Must have items for trackers

  • Laptop

  • Notepad

  • Pen

what info sales managers are to explain per line item

  • Has the client been emailed, texted and most importantly, called?

  • Has a val been ordered?

  • Why isn't this lodged?

  • Why isn't this settled?

  • Has there been direct communication with the client in the last 48 hours?

Sales Framework - LA Approved Text Template

OPTION ONE - NO ANSWER

Hi PREFIX SURNAME
It's YOUR NAME here from Lending Association.
I was referred to you by REFERRER NAME regarding a finance matter you're considering.
Would you be free anytime today to discuss?
I have also called & left you a voice message.
Thanks,
YOUR NAME

www.lendingassociation.com.au
YOUREMAIL@laemail.com.au

i.e.;

Hi Mr Smith,

It's Bill here from Lending Association.
I was referred to you by John Doe Accountants regarding a finance matter you're considering.

Would you be free anytime today to discuss?

I have also called & left you a voice message.

Thanks,
Bill

www.lendingassociation.com.au
bill@laemail.com.au

OPTION TWO - NO ANSWER

Hi PREFIX SURNAME
It's YOUR NAME here from Lending Association. I left you a message yesterday hoping to speak to you off the back of a referral from REFERRER NAME regarding your finance matter.
Is a call before or after working hours more convenient, and if so what time/day suits best?
Thanks,
YOUR NAME

www.lendingassociation.com.au
YOUREMAIL@laemail.com.au

i.e.;

Hi Mr Smith,

It's Bill here from Lending Association. I left you a message yesterday hoping to speak to you off the back of a referral from John Doe Accountants regarding your finance matter.

Is a call before or after working hours more convenient, and if so what time/day suits best?

Thanks,
Bill

www.lendingassociation.com.au
bill@laemail.com.au

OPTION THREE - ANSWERED BUT COULDN'T TALK

Hi PREFIX SURNAME
It's YOUR NAME here from Lending Association. Thanks for your time on the phone just now, confirming I'll call back at TIME on DAY.

Thanks,
YOUR NAME

www.lendingassociation.com.au
YOUREMAIL@laemail.com.au

i.e.;

Hi Mr Smith,

It's Bill here from Lending Association.
Thanks for your time on the phone just now, confirming I'll call back after 5pm on Thursday.

Thanks,
Bill

www.lendingassociation.com.au
bill@laemail.com.au

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