Internal Sales LBS Quiz

What number is left on a voicemail on an outbound Leeds Building Society new business call?

• 0330 912 7690

• 0330 912 8852

• 0844 384 844

• 0161 8717929

What is the price of family legal expenses for an Leeds Building Society customer?

• £39

• £48

• £24

• £60

What log in needs to be used for a Leeds Building Society staff call?

• Staff Discount on DMU

• Staff Discount on Migration

• Personal log in on DMU

• Personal log in on Migration

What differences in call approach should a Leeds Building Society Staff member expect to that of a customer?

• More comprehensive detail than normal to demonstrate our process

• More relaxed as they are staff of Leeds Building Society

• None, they should get exactly the same experience as a customer as they are a customer.

• Bit more banter and loads of rapport

What additional content is expected on each call outside of what is scripted? (Select all that apply)

• Personalised advice that meets the customer needs

• Comparison using Defaqto Compare.

• Conversation about there plans for the weekend.

• More detail on each of the optional extras, repeating in more words what is in the scripting.

What information needs to be gathered from a Leeds Building Society staff member specifically when processing a policy?

• How long they have worked there

• Their staff number to be entered in the 3rd party reference field.

• Their job title

• Their thoughts on current affairs and the political climate in Spain.

What are the 3 potential places a customer from Leeds Building Society could have received a quote? (Select 3)

• Refer and Earn/Uinsure Internal Sales Team

• Migration/Uinsure Migration Team

• Direct mortgage Unit

• Mortgage advisers in branch

What type of lending will the majority of Leeds Building Society customers be going through when referred from the Direct Mortgage Unit?

• 1. Product Transfer 

  2. Equity Release 

  3. Further Advances 

  4. Transfer of Equity 

  5. Contract Variation 

• 1. Product Transfer 

  2. Equity Release 

  3. Further Advances 

  4. Transfer of Equity

  5. Mortgages

• 1. Mortgages

  2. Equity Release 

  3. Further Advances 

  4. Transfer of Equity 

  5. Contract Variation 

• 1. Product Transfer 

  2. Equity Release 

  3. Further Advances 

  4. Mortgages 

  5. Contract Variation

Answer explanation

Although, DMU do complete mortgages, this is actually less than 5% of what they do.

Probably a good idea not to talk about mortgages on these calls.

Typically how long will the lending process take?

• 6-8 Months

• 4-5 Months

• 6-8 Weeks

• 4-5 Weeks

How often should a quote be completed on the 1^st referral call?

• 1st time everytime!

• When their renewal is within next 60 days

• When we have asked permission and the customer agrees

• Every time as long as inbounds arent queuing

Answer explanation

Aiming to complete a quote on the 1st call everytime has multiple advantages.

1. Customer may decide now is the time to buy

2. We can send a direct apply and increase the chances of a sale with no extra effort

3. Builds a relationship with the customer so they dont become cold if we have to call them back at renewal.