How do I open a call to a borrower who filled an online form?
- Name the form and the amount they asked for in the first sentence, because that is what makes the call expected rather than intrusive. "You applied for a five lakh personal loan on our site last night" gets a hearing; a general loan offer to the same person does not.
How do I handle "what is the interest rate" on the first call?
- Give a band and say what moves it, rather than a number you might have to withdraw. "Between this and this, depending on your salary and CIBIL" is honest and keeps the call going. A precise rate quoted before you know the profile is the promise that becomes an argument at sanction.
What do I say when the borrower says another DSA offered less?
- Ask what exactly was quoted and on what tenure, because the comparison is frequently not like for like. Processing fees, insurance bundled into the loan and a different tenure make two offers look very different. If theirs is genuinely better, say so; borrowers remember the DSA who did.
How do I ask about CIBIL without offending the customer?
- Ask it as a normal step, not a suspicion. "Do you know your CIBIL score, roughly?" treats it as information you need to match a lender, which it is. Most borrowers answer straightforwardly when the question is not loaded.
What do I say to a borrower whose file was rejected?
- Tell them why in plain language and what would change it, then ask whether you can try a different lender. A rejection explained keeps the relationship; a rejection delivered as a dead end sends them to somebody else who will explain it.
How do I chase documents without annoying the applicant?
- Send the exact list once, on WhatsApp, immediately after the call, and then call rather than message for the chase. Repeated messages get muted; one short call asking whether they got stuck on anything usually surfaces the real reason the file has stalled.
What do I say when an applicant goes quiet after sanction?
- Ring rather than message, and ask directly whether they are proceeding or have taken it elsewhere. Silence after a sanction usually means a competing offer, and it is the only point where a DSA can still do something about it.
How do I handle someone who only wants to know eligibility?
- Give it, in a band, after four questions. The information is what they rang for, and withholding it to force a longer conversation is what makes people hang up on loan calls. Somebody who gets a straight answer usually comes back with documents.
Should I call a borrower who said no last month?
- Yes, once, after a reasonable gap, because loan needs are seasonal and circumstances change. What you should not do is keep the same person on a weekly list. Log the no properly and let the calendar decide when it is genuinely worth another attempt.
What should the first sentence of a personal loan call be?
- Your name, the DSA, the enquiry they made and where, and a promise to tell them in two minutes which bank will approve. The promise is what keeps them on the line.
How many questions before quoting eligibility?
- Four: salaried or self-employed and where, monthly income, running EMIs, and city. With those you can name a bank, an amount range and a rate band on the same call.
Should I quote the rate on the first call?
- A band, yes; an exact rate, no. The bank sets the rate after the credit check, and a caller who quotes an exact figure earlier loses the borrower when it changes.
How fast should I call a loan enquiry?
- Within the hour, and within ten minutes if the lead came from an ad. Personal loan borrowers apply in several places at once; the first file logged in usually wins.
What documents do I ask for?
- PAN, Aadhaar, three salary slips, six months of bank statement and a photo for salaried borrowers; ITRs and business proof replace the slips for self-employed. Send the list on WhatsApp during the call.
How do I keep two callers from sending one borrower to two banks?
- One record per number with the bank and the login reference as fields, visible to every caller when that number is dialed or rings back. That is a CRM job, not a memory job.
