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CSR Telephone Etiquette
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True or False? CSRs should use probing questions?
True
Fill in the blank. When you transfer a call directly to a 3rd party, without introduction, it is called a ______ transfer.
Cold
Fill in the blank. CSRs must avoid 2 topics; Denials and ________.
Mortgage Terms (numbers)
What should you do if you are in the middle of a call and it disconnects prematurely?
Call back
Fill in the blank. When you introduce the caller to a 3rd party before leaving the call, it is called a _______ transfer.
Warm
True or False? Hold time is preferred over dead air.
True
True or False? All FMC phone calls are recorded.
True
What is the required introduction?
Thank you for calling Freedom Mortgage, this is (First Name, Last Name) on a recorded line. How may I help you today?
True or False? You should address clients by their first name.
False
The 3 parts of the Strong Acknowledgement are: Initial Acknowledgement, Stated Desire to Help, and...
Demonstration of Empathy


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