Julian Marra’s Post

The other day, I overheard one of my sales guys on the phone with a frustrated client. He was joking around, asking, "Would you take a free loan at 0 percent interest?" and laughing it off. I had to step in and tell him, "Stop messing around and recognize that the client is frustrated. Instead of arguing like everyone else, show him you’re here to help." I explained that arguing with clients gets you nowhere and wastes time. Instead, be the salesperson who stands out by being empathetic and engaging. He took my advice, changed his approach, and even sent an apology text to the client after the call. The client called back, appreciated the sincerity, and they ended up having a great one-hour conversation. I joined the call and helped close the deal. The client mentioned that out of ten salespeople, my guy was the only one who showed understanding and kindness. This experience is going to stick with him. Whenever he deals with a difficult client, he’ll remember to switch from messing around to genuinely helping. We shared this story in our team meeting and thanked the client for helping us learn this valuable lesson. Now, this will be a client for life.

The other day, I overheard one of my sales guys on the phone with a frustrated client. He was joking around, asking, "Would you take a free loan at 0 percent interest?" and laughing it off. I had to step in and tell him, "Stop messing around and recognize that the client is frustrated. Instead of arguing like everyone else, show him you’re here to help." I explained that arguing with clients gets you nowhere and wastes time. Instead, be the salesperson who stands out by being empathetic and engaging. He took my advice, changed his approach, and even sent an apology text to the client after the call. The client called back, appreciated the sincerity, and they ended up having a great one-hour conversation. I joined the call and helped close the deal. The client mentioned that out of ten salespeople, my guy was the only one who showed understanding and kindness. This experience is going to stick with him. Whenever he deals with a difficult client, he’ll remember to switch from messing around to genuinely helping. We shared this story in our team meeting and thanked the client for helping us learn this valuable lesson. Now, this will be a client for life.

👇 Are you a sales/Relationship manager in the bank and struggling to enhance your technical knowledge? Then these videos 👇 are for you. I am building a course specifically designed for the needs of the sales team so that they can perform their job in a better way. Presently I have made 9 videos and am planning on making 5-6 more for the sales team. Here is the complete playlist link 👇 https://lnkd.in/gab4KCbE Video 1: How to enhance your knowledge? https://lnkd.in/gWN__A_H Video 2: Understand the complete profile of a sales manager or relationship manager https://lnkd.in/gwS7BWCa Video 3: What questions you should ask from the borrower in the first meeting itself https://lnkd.in/gA5uQrBU Video 4: How to do a quick analysis of the balance sheet https://lnkd.in/g3REg49x Video 5: How to do quick analysis of profit and loss account https://lnkd.in/gwBEzgcg Video 6: How to resolve CIBIL queries of credit manager https://lnkd.in/g4aJXbrx Video 7: How to justify the declining sales trend https://lnkd.in/g5Rckqpp Video 8: How to justify a declining profit trend https://lnkd.in/gBSpA88s Video 9: Meaning of all the ratios https://lnkd.in/gY-HKEa5

One of the ways of trying to achieve improved teamwork between the sales and credit management departments would be to introduce something which I call “the sales rep’s 🤝 checklist”. How does this work? A good way of doing this would be to provide your sales team with a standard list of questions which your business—and especially your credit management department—would find useful to assist them with their vetting process and decision-making. These questions can be made available on any mobile device for easy access once the rep’s “scouting exercise” has been completed. This could involve taking a photograph of the premises of the potential customer and even of the actual representative who will be completing and signing the application to do business.😁 It would be interesting to see how your business will view a potential customer not agreeing to being photographed and denying a photograph being taken of the business. To my mind, such a refusal will surely cast some doubt over their integrity and honesty. 🤝

One of the ways of trying to achieve improved teamwork between the sales and credit management departments would be to introduce something which I call “the sales rep’s 🤝 checklist”. How does this work? A good way of doing this would be to provide your sales team with a standard list of questions which your business—and especially your credit management department—would find useful to assist them with their vetting process and decision-making. These questions can be made available on any mobile device for easy access once the rep’s “scouting exercise” has been completed. This could involve taking a photograph of the premises of the potential customer and even of the actual representative who will be completing and signing the application to do business.😁 It would be interesting to see how your business will view a potential customer not agreeing to being photographed and denying a photograph being taken of the business. To my mind, such a refusal will surely cast some doubt over their integrity and honesty. 🤝

One of the ways of trying to achieve improved teamwork between the sales and credit management departments would be to introduce something which I call “the sales rep’s 🤝 checklist”. How does this work? A good way of doing this would be to provide your sales team with a standard list of questions which your business—and especially your credit management department—would find useful to assist them with their vetting process and decision-making. These questions can be made available on any mobile device for easy access once the rep’s “scouting exercise” has been completed. This could involve taking a photograph of the premises of the potential customer and even of the actual representative who will be completing and signing the application to do business.😁 It would be interesting to see how your business will view a potential customer not agreeing to being photographed and denying a photograph being taken of the business. To my mind, such a refusal will surely cast some doubt over their integrity and honesty. 🤝

"Treat customers like prospects, not suspects" - Dale Vermillion I was reading Kyle Draper & Brian Vieaux, CMB book "Rethink Everything You Know about being a next gen loan officer" and came upon this great quote from Dale. It could not be more true. I have listened to thousands of phone calls over the years and have seen this first hand. A customer calls in and the first thing the sales person does is immediately starts interrogating them. You should first thank the customer for calling, LISTEN to the customer and find their reason for inquiring, and then craft your sales pitch around it. Then show the customer the VALUE of your product offering with terms they can understand. Don't overcomplicate things, listening can go a long way in sales.

Unfortunately, there are several bad examples out there of "gems of wisdom" that are anything but. I am discussing a few of them. https://lnkd.in/erteBJ9f #sales #salespeople #fintechrecruiter

Unfortunately, there are several bad examples out there of "gems of wisdom" that are anything but. I am discussing a few of them. https://lnkd.in/erteBJ9f #sales #salespeople #fintechrecruiter

Are your sales down? Are you seeing more declines from your credit sources? I am here to help. Sometimes a deeper dive into credit is necessary for an approval and a sale. A follow up on a quote with a payment estimate can often close a deal. I can get you an estimate in about 30 seconds and I turn declines into sales. Have an awesome weekend.