"Hello my name is [YOUR NAME] — we saw that you submitted some information online regarding refinancing options. THANK YOU SO MUCH FOR TAKING THE TIME TO SPEAK WITH ME. I just have a few questions for you so I can see what OPTIONS I have available for you."
Common Objections & Rebuttals
🗣 "I just saw info online about lowering my debt — I'm really not that interested."
"Completely understand — you just want to see what options are available for yourself. Were you more interested in consolidating debt like personal loans, credit cards, or doing renovations on your home? Or both?"
🗣 "I have a great rate right now and don't want to change anything."
"I 100% understand that — all I want to do is see what options are available. Most of my borrowers initially feel that way. You'd be surprised once I take a closer look at the overall picture. I can tell you if something makes financial sense. If it doesn't — I won't waste your time. I'm just trying to see what's the best option that works for you." → TRANSITION
🗣 "What is your interest rate?"
"Rates and closing costs are all based on what you qualify for and what your goals are. I like to spend a little time understanding your situation and what you're looking at accomplishing — I just want to ensure we put you in the best spot possible today. So tell me a little more about your situation and what you were looking at accomplishing?" → TRANSITION
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Strong opening delivered — borrower is engaged
2
Qualifying Questions
Ask each question, record the answer
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Ask these questions quickly and naturally — transition to goals as soon as you have the answers.
Q-A Was your home built after the year 1976?
Q-B Do you own the land the home sits on?
Q-C Has your home ever been moved before?
Q-D Do you have a mortgage on this home?
Q-E Have you been on time on your mortgage for the last 12 months?
3
Recap Goals — Let the Borrower Speak
Open the conversation and listen
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Transition Script
"Lovely — thanks for answering these questions. I'd like to open the conversation to you — please tell me a little bit about what you were looking to accomplish. That way I know what options best suit your needs."
🔇 LET THE BORROWER SPEAK. Don't interrupt. Take notes below.
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Debt Consolidation
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Cash Out
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Home Improvements
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Lower Payment
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Other
Recap Their Goals Back to Them
"Appreciate you telling me that — so just to confirm, you want to [RESTATE THEIR GOAL]. We'll definitely see the best way to help you. It's something I specialize in and we'll go through everything today to help you save money. I promise to do whatever I can to help you."
4
Transition the Call
Paint the picture — Credit, Income, Property
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Transition Script — Say This Word for Word
"What we'll do next is see what OPTIONS we will have available for you. The first step I take with borrowers is to check and see what options you qualify for — it's very simple. I will just ask you some questions regarding your income, property, and I will take a look at your credit as well. It's a soft pull credit check so it doesn't hurt your credit, so not to worry there. Once I know what options you qualify for it will really allow me to see which option best benefits you. It's very simple and shouldn't take that long. Let's start with your credit first — what is your date of birth?"
Credit Objections & Rebuttals
🗣 "I don't want to pull my credit yet."
"Completely understand — many of my borrowers don't initially, but after we speak and I go over the credit report with them, they usually end up being glad they did. Please go ahead with your date of birth whenever you're ready."
🗣 "I don't want my credit dinged."
"It's a soft pull so it doesn't hurt it. Also it's only ME reviewing it today — it's not like buying an automobile where they send your info to 20 lenders. It's just me and you going over it today. Go ahead with your date of birth whenever you're ready."
🗣 "My credit is bad, I don't think I can qualify."
"You'd be really surprised. As long as you've been on time on your mortgage in the last 12 months and not over 30 days late, you definitely have a shot. My branch specializes in Manufactured Home Refinances — we've gotten borrowers approved at a 501 credit score. If there's a shot at getting this done, it's myself and my company."
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Transition delivered — borrower agreed to move forward
5
Credit — Stop & Slow Down
Pull credit, go over in detail
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⚠️ SLOW THE CALL DOWN. Go over everything on the credit report in detail. Ask on each card what they are actually paying — don't assume minimum. Check for: derogatory marks, mortgage lates, bankruptcy, foreclosure, collections.
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Mtg Lates 12mo
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Mtg Lates 24mo
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Bankruptcy
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Collections
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Foreclosure
Debt Review — Lender by Lender
Lender
Payment
Lender
Payment
Total Debt Payments $0
⛔ STOP
How Much Leftover?
$
After Credit Review — Say This
"I see why you need money — it looks like things are pretty tight for you. I will do whatever I can to help you. Before moving on, let me confirm — you're paying $0 per month. I'm confident something can be done, and my sole mission is to help you."
6
Income
Ask, explore, build rapport
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Income Questions to Ask
"What do you do for a living? How long have you worked there? How are you paid — are you paid salary, hourly, bonus, commission? On average what do you make per year?"
For retired: "How long have you been retired? Do you get pension and SSI? How is retirement treating you?"
Self-employed: "Do you have the last 2 years tax returns that were filed with the IRS?"
W-2
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Salary
$/yr
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Hourly
$/hr
hrs/wk
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Bonus
$/yr
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Comm.
$/yr
Self-Employed
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Schedule C
$/yr
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S-Corp
$/yr
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Partnership
$/yr
Other
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SSI
$/mo
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Pension
$/mo
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VA
$/mo
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Child/Alim
$/mo
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2nd Job
$/mo
Est. Monthly Income — Borrower 1
$0.00 / mo
Borrower 2 Income
(if applicable)
W-2
✓
Salary
$/yr
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Hourly
$/hr
hrs/wk
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Bonus
$/yr
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Comm.
$/yr
Self-Employed
✓
Schedule C
$/yr
✓
S-Corp
$/yr
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Partnership
$/yr
Other
✓
SSI
$/mo
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Pension
$/mo
✓
VA
$/mo
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Child/Alim
$/mo
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2nd Job
$/mo
Est. Monthly Income — Borrower 2
$0.00 / mo
Total Household Monthly Income
Borrower 1 + Borrower 2
$0.00 / mo
7
Property — Ask Ask Ask
Every question matters — foreshadow the appraisal
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Property Questions to Ask
"Tell me some more about your home — is it in decent shape? Is there any major renovation or construction going on? Any water damage, holes in the roof, major chipped or peeling paint?"
⚠️ FORESHADOW THE APPRAISAL — MUST DO
"The reason I ask you these questions is because in order for us to move forward with your loan and close the loan, we would have to do an appraisal on your home — and the average cost is around $625 give or take. I just want to make sure your home is in decent shape before we get to that point."
Any part under construction?
Is there any water damage, roof damage, chipped/peeling paint, broken windows, or holes in siding?
How long have you lived there?
Any upgrades or improvements they want to make?
Is homeowner's insurance escrowed currently?
8
Paint the Picture — Recap & Close
Summarize the conversation and set the callback
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Check off each line as you say it. These are proven closing words — say them as close to verbatim as you can.
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"Thanks [Mr./Ms. Client] for sharing with me what you'd like to accomplish."
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"Now that I know what you qualify for, I'm going to get to work to see which option makes the most sense for you."
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"I'm going to do a real quick initial underwrite on this and then I will give you a call back to break everything down."
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"If it makes sense — GREAT. If not, no big deal. At least at the minimum you know what options are available and if it makes sense or not."
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"When I give you a call back — just have a pen and piece of paper next to you."
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"Can I give you a call in 25 minutes to go over options?"
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"Great — we'll get the ball rolling then. Thanks for speaking with me. Let me get to work on this."
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