Tips to Help Mortgage Brokers Convert Leads Over Video Call

While it’s no longer essential to meet clients remotely, the coronavirus pandemic changed the landscape of many businesses by proving that most tasks could be completed just as well online. Video calling has remained a preference for some clients, either due to convenience or to satisfy personal needs or preferences.

We look at how mortgage brokers can convert more leads without meeting their clients face to face, and the top tips to improve your pitch on a video call.

Choose your clients carefully

On your discovery call it’s important to find out whether your client would personally benefit from a video call, rather than an in-person meet up. Some clients won’t mind one way or another, and others tend to prefer the personal approach of face-to-face conversations.

While green leads are important, those with a true need or desire to take care of their mortgage needs remotely are likely to be easier to convert on a video call. This might be because they have young children, work difficult shifts, or have a disability, for example. Some people also prefer video calls over in person meetings due to anxiety or similar mental health issues.

By establishing which clients would benefit most from a video call, you’ll maximise your chance of converting from day one.

Preparation is key

It’s important to come across as professional in a video call as you would do in a formal office setting. These simple tips will help you to do so:

• Ensure you’ve carried out a thorough discovery call and understand their goals. You should feel confident that you can personalise the conversation to reflect their needs. Make notes and ensure you list things that would be important to them, such as their kid’s names etc, if available

• Have any documentation they have already submitted available, so that you can confirm details and won’t need to ask clients to repeat themselves

• Choose a professional setting with a background that is suitable for this calibre of discussion, remember it’s likely to be the biggest financial commitment of their life. The right lighting is also important as they people are generally more trusting when they can see your face clearly

• Check the quality of your connection and that all software is working correctly before the call to avoid any drop outs. Adjust sound levels and ensure clarity, and if you’re working from home, ensure you won’t be disturbed

On-call tips

Another major factor in converting your clients is going to come down to your individual approach. While it’s always important to be genuine, acknowledging their personality and how they like to be spoken to early on will give you a head start in the conversation. Once the conversation is flowing, the following tips will help to establish a winning call:

• Eye contact is key to trust. Ensure you have your camera on and make an effort to look at them directly when talking, to mirror a natural conversation as far as possible

• Ask open-ended questions and actively listen to their answers to gain insight into their needs and desires

• If you’re meeting multiple clients, such as a couple, business partners or family members buying together, ensure everyone feels included in the conversation

• Showcase your own expertise and credentials, and be sure to explain early in the conversation the added benefit you can provide them, as opposed to going to a lender directly

• Show genuine interest and empathy in their circumstances and explain how your recommended products addresses any concerns they have

• Use social proof, such as case studies from previous clients (confidentially, of course) to instill trust that you can do what you’re suggesting

• Reiterate your ongoing support and value - will you follow up when they need to look at remortgaging, etc

• Instigate a clear call to action before the end of the call. This could be asking for a decision or a follow up call. But never end the video call with any uncertainty, both parties must agree on next steps

Always follow up

Following up after a sales call is important, but it’s crucial to find the right balance. While you want to stay in a client’s mind, badgering them is likely to have the opposite impact. Recording the meeting and listening to their demeanor objectively afterwards can help you establish how regularly to contact them. This is also a good way to remind yourself of clients needs, but ensure you ask them before recording the conversation.

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