For heads of distribution and branch operations
Banking
A relationship manager loses a loan enquiry when the customer asks why a competitor’s rate is lower. Is the problem the explanation, or an offer that is not competitive?
Read the work
Review the comparison call, the offer and eligibility recorded in CRM, and the QA finding. Keep credit declines and approval delays separate from the seller’s response.
Choose the next move
If the gap is the explanation, practise comparing the total cost and relevant terms using approved product guidance. If the offer or approval is the blocker, take it to the product or credit team.
Check later work
Check conversion on comparable, eligible offers after practice. Keep product, customer segment and approval status consistent so a change in lead quality is not mistaken for better selling.
Focus coaching on avoidable lost sales, without coaching people around credit policy.
Examine this workflowIllustrative operating example, not a deployment or customer-results claim.