You are contacted by a new client, who has found your details on Google. English is not her first language, and she does not seem to be comprehending your "financial" language over the phone, in regards to some options for securing a loan for a car she wishes to purchase. You organise for her to meet you the next day at your office, so that you can talk through the various options and her eligibility for a loan.

When she arrives at your office, you notice that she is dressed very well and seems to have a number of large diamonds on her bracelet and fingers. You assume that she is going to be eligible to borrow a large amount for the Porche 911 Turbo S she has mentioned she would like to buy. You find out the car is just over $473,000 and you start taking down your new clients details about her employment status and earning capacity to make sure she is eligible to take on such a large loan and you discover that both her and her husband are joint Directors in their diamond cutting tool business and they travel overseas a lot.

You start the process of explaining your qualifications and association memberships and your role as a Mortgage and Finance Broker.

You discuss some of the fees and loan products available to her and you take down her contact details. You notice when you start explaining the fees and products etc she seems to be talking very quickly over you and is not really listening to the information you are giving her. She starts to become quite agitated that you are not getting the paperwork for the loan organised as quickly as she would l like, as she would like to purchase the car the next day and she mentions that she has another finance broker she is thinking of going through instead because she states, "you are wasting my time, I can't deal with all this information, I just wanted a car loan"!

You don't want to lose the sale because you have been quiet in the last month and you think about skimming over some of the credit guide information because you don't think she will be able to understand what it all means, and you place the disclosure documents on the desk next to her and decide to not go over those in detail just yet.

You start to put together some options of loan products to show her, but you have a sense something is not quite right with her behaviour, as she is agitated and her pupils in her eyes appear to be dilated. You explain that you need to grab a file so you can organise the loan information for her and as she's now making you feel annoyed by her behaviour, so you tell her that she needs to read the disclosure documents on the desk while you grab some paperwork and you feel that this way you won't have to waste more time explaining them to her. You then leave the room to get the paperwork so you can get the loan application started.

When you return to the room, she states she is in a hurry and will take the disclosure documents home to read and then storms out without them. After she leaves, you decide to do company search on the business details she gave you for the company she owns and you soon discover that the business has been made insolvent and there is a media release in the ASIC platform about the company owing 10 million dollars to various creditors and drug trafficking charges have been laid against her and her husband, who are both listed as the directors of the company.

You decide to call her to let her know that you were commencing some of the steps to begin the loan process and in doing this, you have discovered her business is insolvent, so it is highly unlikely she will not be able to secure a loan at this time. Before you can say anything further to her, she hangs up on you. The next day, you notice there is a nasty Google review about the company you work for, and she specifically mentions you by name and states you were not helpful and seemed impatient with her and that you didn't explain or provide her with all the loan information or PDS documents and she doesn't recommend your services.

Activities:

1. Do you respond on the Google review platform to her comments so you can argue your side of the story?

1. How could you have dealt with her differently in the interview and what should you have done about her leaving the disclosure documents behind after your appointment? Please note: you will need to read the supporting document in your portal called 'Responsible lending disclosure obligations' to assist with answering the question.