How to Use These Scripts

These scripts are frameworks, not word-for-word readings. The best-converting brokers use scripts as a starting point and then adapt based on the conversation. Read through each script, understand the intent behind each section, and then make it your own. A script that sounds natural in your voice will always outperform one that sounds read from a page.

That said, having a framework is significantly better than winging it. Even experienced brokers find that a structured approach to the first call improves consistency and conversion rates.

Script 1: Initial Call (Within 5 Minutes)

This is the most important call you'll make. The goal is not to close a deal — it's to build enough rapport and trust for the consumer to agree to a proper consultation.

The Opening

'Hi, is that [First Name]? Great — it's [Your Name] from [Your Firm]. You completed a mortgage enquiry a few minutes ago, and I just wanted to give you a quick call to see how I can help. Is now a good time?'

If They Confirm

'Perfect. I've got a few details from your enquiry, but rather than assume anything, it would be really helpful to hear a bit about your situation in your own words. What's the mortgage for — are you buying somewhere, or looking to switch your existing deal?'

[Listen to their answer. Let them talk. Take notes.]

'And roughly where are you in the process — have you had an offer accepted, or are you still looking?'

'Is there anything that's particularly concerning you about the mortgage side of things — anything you've been unsure about?'

Transitioning to a Booked Appointment

'Based on what you've told me, there are a few options I'd like to look into for you. What I'd suggest is booking a proper 20-30 minute call where I can go through your situation in detail, look at the whole market, and come back to you with a recommendation. Would [day] at [time] work for you?'

Closing the Call

'Great, I've got that booked in. I'll send you a confirmation email with my details and a short list of documents I'll need from you before we speak — things like payslips and bank statements. If anything comes up before then, you can reach me on this number. Speak to you on [day].'

Script 2: Voicemail (When They Don't Answer)

Keep voicemails short — under 30 seconds. Most people won't listen to long voicemails from unknown numbers.

'Hi [First Name], it's [Your Name] from [Your Firm]. I'm calling about the mortgage enquiry you submitted a few minutes ago. I'd love to have a quick chat about your options. I'll try you again tomorrow, but if you'd like to call me back in the meantime, my number is [number]. I'll also send you a text now with my details. Speak soon.'

Script 3: Follow-Up SMS (After Missed Call)

Send this immediately after leaving a voicemail, or as your first touchpoint if you prefer SMS.

'Hi [First Name], it's [Your Name] from [Your Firm]. I just tried calling about your mortgage enquiry. I'm a whole-of-market mortgage broker and I'd love to help. I'll try again tomorrow, or you can call/text me anytime on this number. No pressure at all.'

Script 4: Follow-Up Email (Day 2)

Send this if you haven't reached the consumer by phone or SMS. Keep it personal and short — this isn't a newsletter.

Subject: Your mortgage enquiry — [Your Name] from [Your Firm]

'Hi [First Name],

I tried calling yesterday about the mortgage enquiry you submitted. I appreciate you might be busy, so I wanted to drop you a quick email.

I'm a whole-of-market mortgage broker, which means I can search across the entire market to find the best deal for your situation. Whether you're buying, remortgaging, or just exploring your options, I'm happy to help.

If you'd like to arrange a quick 10-minute call to discuss your requirements, just reply to this email or give me a call on [number]. There's no obligation, and I'm happy to answer any questions you might have.

Best regards,
[Your Name]
[Your Firm]
[Phone Number]

Script 5: Second Follow-Up SMS (Day 3)

This is your last active outreach attempt before moving to long-term nurture.

'Hi [First Name], just a final message from [Your Name] at [Your Firm] about your mortgage enquiry. If you'd still like help, I'm here — just reply or call [number]. If the timing isn't right, no problem at all. Wishing you the best either way.'

Script 6: 'No Answer After 3 Attempts' Email

This is the 'break-up email' — a final outreach that, counterintuitively, often generates the highest response rate.

Subject: Closing your file — [First Name]

'Hi [First Name],

I've tried to reach you a few times about your mortgage enquiry but haven't been able to connect. I completely understand — timing isn't always right, and I don't want to keep bothering you.

I'm going to close your file for now, but if your situation changes in the future and you'd like mortgage advice, you're very welcome to get in touch. I'll be happy to help whenever that might be.

Wishing you all the best,
[Your Name]
[Your Firm]
[Phone Number]

The reason this email works well is that it creates a sense of finality. People who were on the fence or busy often respond with 'sorry, I've been meaning to call' when they see their file is about to be closed.

Objection Response Scripts

'I Didn't Request This' / 'I Don't Remember Filling in a Form'

'No problem at all — you may have been looking at mortgage options online and completed an enquiry without realising it would result in a call. I'm sorry if that caught you off guard. I won't take up any more of your time, but if you ever need mortgage advice in the future, you're welcome to give me a call on this number. Have a great day.'

Don't push back or argue. The consumer may genuinely not remember, or they may have filled in multiple forms. A graceful exit leaves the door open for a future relationship.

'I'm Already Speaking to a Broker'

'That's great — glad to hear you're already getting advice. Just so you know, I'm a whole-of-market broker with access to over [number] lenders, so if you ever want a second opinion on what you've been offered, I'm happy to take a quick look. No obligation. Can I send you my details in case that's useful down the line?'

'I'm Not Interested Anymore'

'That's completely fine — circumstances change, and there's no pressure at all. If you do decide to look into a mortgage in the future, you've got my number. I hope things go well for you, [First Name].'

'Can You Just Send Me Something by Email?'

'Of course. The only thing is, to give you anything meaningful I'd need to know a bit about your situation — otherwise it would just be generic information. Would you mind if I asked you two or three quick questions now? It'll take less than a minute, and then I can send you something that's actually tailored to you.'

This works because it reframes the conversation — you're not asking for 30 minutes, just a minute. Most people will agree, and once you're asking questions, the conversation naturally develops.

'How Much Will It Cost Me?'

'Good question — I want to be upfront about that. My fee for mortgage advice is [your fee structure]. On top of that, some lenders pay me a commission, which I'll always disclose to you. In many cases, using a broker actually saves you money because I can access deals and rates that aren't available directly. But I'll always explain the full cost picture before you commit to anything.'

Tips for Delivering These Scripts Effectively

  • Slow down. When you're nervous or busy, it's natural to talk fast. Deliberately slow your pace — it sounds more confident and trustworthy.
  • Use their name. Addressing someone by their first name creates a personal connection. Don't overdo it (once or twice per call is enough), but it makes a noticeable difference.
  • Smile when you talk. This sounds odd, but people can hear a smile. Your tone changes subtly when you're smiling, and it makes the conversation feel warmer.
  • Pause after asking a question. Give the consumer time to think and respond. Silence feels awkward, but it's powerful — it shows you're listening and gives the consumer space to share.
  • Record yourself (with consent). Listening back to your calls is one of the fastest ways to improve. You'll notice filler words, rushed sections, and missed opportunities that you can't spot in the moment.