High Performance Behaviours & Performance Improvement Case Study Sales Teams Aim To clearly define the specific behavioural, motivational and competency attributes that define the highest performing Mortgage Brokers in order to create significant performance improvement and behaviour change across the population. How is this achieved? By modelling comparing and contrasting the highest and lowest performing Mortgage Brokers, through quantitative and qualitative methodologies and analysis in order to create significant performance improvement. 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. Client Comments :
- Excellent presentation & content
- Content was practical to helping me achieve specific outcomes in our business It was relevant
- All areas were relevant therefore it was commonsense and easy to apply and learn
- Great value, great facilitator
- Things I did largely unconsciously can now be developed more as I am more self aware, I will be more effective because of this
When we look at the differences between exceptional face to face mortgage brokers and the 'also-rans', HPS have identified key areas that clearly define the top performers.
Our outcome is to find out what are the behavioural distinctions these people have, that other brokers don't exhibit in order to create significant performance improvement fast. Some of these distinctions include: - The ability to seal an appointment with clients once they have made an enquiry. Top performers have a way of using their language, tonality, speed and certainty in order to seal appointments 90-95% of the time. A lower performing mortgage broker will seal an appointment 50-70% of the time and the client will then cancel.
- The belief set held by top mortgage brokers is that every time they meet with a potential client they will make the deal, they know what to do on a sales call and why.
- They use a number of phone techniques unconsciously, such as the use of pauses.
- When they meet with a client the way they present themselves is also absolutely essential.
- The more certain, more structured, more positive the person is the more chance there is a close relationship will occur quickly and the client will take them seriously from the first minute.
- As an exceptional face to face broker goes through the sale in the first meeting, they presuppose a large amount of things.
- They will find out from the potential client what it is that drives them.
- One of the most important things we find in top performers in this area is the use of trial closes. That is in every moment of the meeting they are asking questions in order to get a YES. The YES answers in a sense accumulate and the more they accumulate the stronger the relationship becomes.
- They will ask questions three or more times, in different ways. in order to make sure the person really believes what they are saying. This contrasts with under performers who only ask the question once and if they get an answer they are not sure is correct, they dont have the courage or the ability to ask the question again.
- Top performers also use the language and time such that they reduce time frames.
- When things do go wrong, top performers analyse themselves to see where they may have not performed well. They realise the value of getting feedback.
Replicating excellence HPS can train your team in these and specific strategies based on your highest performers. We have found, for example that the result of running this model and training other team members in its distinctions increased results by 15-20% in less than three months. The ability to create a system of knowledge management around what your experts really do and think will enable you to grow your business much faster in many cases than you thought possible. Another tool also used in the process was iWAM enabling the business to find out what the intrinsic motivators of their best people where through the use of an inventory of work attitude & motivation.
HPS uses the most scientifically valid questionnaires in the world with a validity of 0.9 to undertake cultural analysis. The iWAM is online and can be used to benchmark cultures prior to any interventions being conducted and from their changes can easily be measured across time to validate the true sources of behaviour change and business improvement. 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. Melbourne +61 3 9397 3821 Sydney +61 2 9908 2179
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