High Performance Behaviours    

Case Study

Phone Environment

Aim

To quantify the processes that makes the top performing phone brokers the best and to train others to increase their performance to the same excellent level.

How is this achieved?

HPS have studied the best phone finance brokers in the country to identify what they do and think that differs to others in the role who do not get these great results.

Results

This particular organisation increased the number of loan submissions received one month after the initial workshops by 15% across the organisation

Two months after the workshops the organisation hit an all time record writing 30% more than the baseline and the greatest number of submissions in the history of the organisation.

If we look at the things high performers do, there are several key areas where a high performer acts and thinks in different ways, to their lower performing counterparts.

The HPS program has been extremely valuable to me as a Finance broker, the program HPS ran created an amazing impact in my business.

For example my loan submissions went up by just under 100%, from 8 per month to 15.

My conversion rates over the last 6 months had been around 15 - 19% they shot-up by just over 100% to around 41%.

These amazing changes had an obvious impact on my commission cheques! HPS has an amazing way of picking up on what the orgnisations challenges are and gave us amazing insights on how to deal with and make relevant changes to them to get the above mentioned results.

Bottom line the training with HPS was probably the best investment of time I have ever made!

Some of these things include:

• Creating a close personal relationship in the first 5-10 minutes.

• Understanding that men and women are very different in the way they buy.

• Finding the 'hot buttons' of their clients.

• Creating a lot of positive emotion, excitement and enthusiasm early in the conversation.

• Top performers make a point of eliciting and understanding the values and beliefs of potential customers very quickly.

• They will ensure the partner is there when relevant.

• Top performers spend a lot of time placing themselves in their client's shoes.

• After the first call they will consistently follow up and do exactly what they say.

They have an ability to use language and take things from a very big picture to the detail quickly and by doing this they can always get the exact answer they require.

Often the best people will use pauses frequently in their conversations, in order to create control.

In most cases these people will close the call on the first conversation. If this is not the case and they can't close, they will completely presuppose the sale and it will usually happen the second time, on follow up.

They keep up a huge amount of urgency even if the client is a bit slower, they will pace his behaviour, or speak at the same pace as that person and as they get a better relationship they speed things up in order to create a sense of urgency.

They have a way of dealing with objections that is unique, and a follow up process that is tenacious and ensures they close the deal every time.

Replicating this excellence

HPS can train teams in the specific skills, thinking and beliefs that lead to outstanding results. Our experience has shown that these trainings can increase the results within a team from 15% - 500% depending on the level at which the person is at initially.

Call us to speak with this client today and they'll give you an independent view on what we do - we now operate across the Asia Pacific.

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