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Coaching Tips

Coaching the Order Taker

What to do about employees that have opportunities to do referrals but they just aren’t. Everyone agrees that an approach that is passive, “do nothing” unless the client asks for it is not only bad for sales, it’s also bad service.

For the coach who is inspecting what they expect, the signs and symptoms of order-taking are easy to spot: They don’t get many referrals, loan file reviews show off-book business with no discussion notes, or we hear conversations that should (but don’t) lead to exploring unmet needs or dissatisfactions with a competitor.