Loan Application Assistance Script

What was the main reason the lending partner decided to offer a loan at a discounted interest rate?

Which statement best describes the nature of the loan offer mentioned?

How long is the lending partner suggesting the process will take?

What approach does the lender take when introducing the loan offer to the merchant?

What can be inferred about the urgency of the offer?

What is the initial greeting used by the agent when addressing the merchant if the cohort is blank?

What should an agent do if the cohort is FRESH_LOAN_IR_DROP?

What is a key statement the agent should mention when discussing the loan offer after it has been reduced?

Which of the following is NOT mentioned as a unique selling point (USP) during the conversation?

What approach should the agent take to understand the merchant's concerns during the call?

Identifying Cohorts

Merchants can be identified through their cohort using Freshdesk Properties.
The cohort "FRESH_LOAN_IR_DROP" indicates a merchant who has previously declined a loan offer.
Merchants with a "Latest Whitelisted base with discounted interest" cohort are eligible for a discounted interest rate on their next loan.

Opening Script

General Opening Script:
- Use a greeting like "Good Morning/Afternoon/Evening!"
- Introduce yourself and the PhonePe Lending team.
- State that the call is an assistance call regarding the merchant's loan application.
- Ask if you can help them with their loan application.
For "FRESH_LOAN_IR_DROP" Cohort:
- Mention the reduced interest rate.
- Highlight that this is a limited-time offer.
- Ask if the merchant would like help applying for the loan.
For "Latest Whitelisted base with discounted interest" Cohort:
- Explain that the merchant is eligible for a discounted rate due to their previous loan repayment history.
- Emphasize the limited-time nature of the offer.
- Ask if the merchant would like assistance with the loan application process.

Dealing with Objections

If the merchant expresses dissatisfaction with the loan offer, inquire about the specific reason.
Present USPs like easy daily repayments, zero processing fees, and PhonePe's trust factor.
For merchants who are not immediately interested, offer to guide them through the loan application process.
Assure the merchant that the process is quick (approximately XX minutes).
Emphasize that PhonePe values their time and will make the wait worthwhile.

Common Script

After the opening lines, a common script can be used for all cohorts.
The merchant can be asked to confirm their identity.
The script should be adapted to suit the individual merchant's conversation.

This quiz focuses on identifying merchant cohorts and creating effective opening scripts for loan application calls. Learn how to assist merchants based on their cohort classification and offer tailored support. Enhance your communication skills within the lending process.