Loan Sales QA
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Back to Deepa Menonchevron_rightShobha Kale
Customer journeyEvery tab shows all 2 calls — pick a call to focus on it
Journey score100%best result on each check, across calls
Avg call score98%average of 2 call scores
Follow-up gain+2journey score minus average call score, before penalties
Topic coverage100%22 of 22 topics covered
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What happened on each call

  1. 1
    4 Sep, 11:15BR-196% · Excellent

    Objection handled: borrower separated from the person who wanted the money (call 1 of 2)

    A walk-in where the son did the talking, the mother owned the flat, and the pension was going to carry a 27,530 EMI against a 34,200 income. The RM set the borrower-speaks-for-self rule in the first minute and held it, established that the need was the son’s and the risk was the mother’s, and stated plainly that she would not recommend the loan even if it were sanctioned. She then rebuilt it: son as primary applicant on his 7.08 lakh ITR, mother as co-applicant and property owner, with a reduced amount and an unsecured business loan as alternatives. Floating-rate reset, LTV, non-refundable legal-technical charges, the business end-use foreclosure exception and the difference between mandatory property insurance and optional life cover were all covered before anyone signed anything.

    “Rs 25,00,000 requested against a flat valued informally at Rs 85,00,000 · indicative 10.40% p.a. floating, benchmark-linked, reset quarterly · 15 years · indicative EMI Rs 27,530 · pension income Rs 34,200/month · no application submitted — structure sent back for rework”

  2. 2
    8 Sep, 11:08BR-2100% · Excellent

    Clean close: restructured file submitted with the right primary borrower (call 2 of 2)

    The reworked file, submitted correctly. FOIR computed aloud to a residual figure, the requested amount reduced from 25 to 18 lakh with two costed tenure options, and the tempo loan’s closure in fourteen months used as the reason the chosen EMI works. The co-applicant was told plainly that the flat is still security, that her liability does not vanish, and that she could refuse at any point — then asked to restate the whole structure in her own words, which she did correctly. The optional cover was declined without a second attempt, the succession-title chain was identified before it could cost three weeks, and no disbursal date was promised.

    “Rs 18,00,000 · 10.40% p.a. floating, benchmark-linked, quarterly reset · 12 years · EMI Rs 22,394 · Amol Kale primary applicant (ITR Rs 7,08,000), Shobha Kale co-applicant and property owner · processing fee 1% + GST = Rs 21,240 · legal-technical Rs 5,500 non-refundable · foreclosure 2% + GST (business end-use) · property insurance ~Rs 4,000 p.a. mandatory, loan protection cover declined · application submitted”

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Lead Overview · all calls

Shobha Kale

local_fire_departmentHot
Calls in journey2
Journey stateClean close: restructured file submitted with the right primary borrower (call 2 of 2)
Objections open6
Topics done22/22
Open gaps
warningAmol: 2 years ITR, 6 months business statement, GST returns
warningShobha: original property papers, pension proof
warningAppointment 8 September, 11 AM
Coaching focus: son speaks for mother
Stage scores

Each stage, call by call — the last column shows the change from first to latest call

StageCall 1Call 2Change
1. Customer Identification
100%
100%
0
2. Opening & Consent
100%
100%
0
3. Need & Suitability
100%
100%
0
4. Rate & Tenure
87%
100%
+13
5. Fees & Collateral Costs
100%
100%
0
6. Insurance & Add-ons
100%
100%
0
7. KFS & Collateral Process
100%
100%
0
8. Decision & Next Step
75%
100%
+25
9. Fair Conduct
100%
100%
0
Call score96%100%