Customer Interviewing Strategy

Once trust is established, ask more probing questions to qualify the customer for a loan.

When first engaging with a customer, ask questions to build trust.

How did

you hear

about us?

Why are

you in the

market for a

new vehicle?

What’s most

important to

you about your

next vehicle?

Is your

vehicle paid

off?

How much are you

prepared to put down

on the vehicle today?

Did you take advantage

of any cancellable

benefits in your last

vehicle purchase?

Do you have any additional

verifiable income?

What’s your current

immigration status?

(BASED ON DISCOVERY)

Do you receive alimony?

Where were you born?

A customer may have other sources of income, like alimony or child support. However, you cannot directly ask if that is the case.

If you ask about any additional income, they should volunteer any relevant information. Then, you can probe for more details.

If a customer’s visa expires within two years, they might be restricted to getting a loan that has less than a 48-month term.

While you cannot ask about a customer’s nationality when discussing loan terms, you can ask when clearing any Red Flags against the Specially Designated Nationals List.

For more information on staying compliant with your interviewing practices, contact EFG at 800-527-1984.