Establishing rapport is a crucial step at the enquiry and interview stage. In preparing for your interview and meeting this client for the first time, list 10 ways you will aim to both establish rapport and begin to build credibility with your new client.

It is also important to understand why consumers patronise different lenders and brokers. Give a brief answer to each of the 5 questions below. Your answers should be based on your own opinion?

Why do borrowers consider using mortgage broking services ie. perceived benefits?

What are client's expectations when they use a mortgage broker?

How do you gain a client's loyalty?

Why would clients use your services again over other mortgage brokers or going directly to a bank?

Do you think borrowers are typically presold on a brand or are they more impulsive?