Intro

1
Intro Overview
A step-by-step guide for originators to
immediately make more money with Hot Transfers
from Next Wave
2
Time is Money

• As a residential mortgage loan originator, your
  time is your most valuable asset. Your time is
  money!
• Your sales efforts are typically the most
  TIME-CONSUMING of all of your activities
• Sales process always begins with MARKETING
• Most mortgage marketing is OUTBOUND phone
  marketing
• Internet mortgage leads
• Telemarketing mortgage leads
• Cold Calling for mortgage leads
• Etc.

3
Outbound Marketing Can Be FRUSTRATING

• Outbound phone marketing is frustrating because
  it takes up TOO MUCH TIME, thereby COSTING YOU
  MONEY
• Examples of typical frustrations of outbound
  marketing
• NO CONTACT is ever made with borrower despite
  constant repeated efforts
• NOT INTERESTED Once borrower is finally
  contacted, borrower immediately claims no
  interest and disengages from the dialog
• NOT QUALIFIED Once an actual interested
  borrower is finally reached, they immediately do
  not qualify for the most basic reasons (mobile
  home, non-homeowner, outside of state licensing,
  etc.)

4
Receiving Hot Transfers fromNext Wave is the
Solution
5
Hot Transfers Productivity

• When you begin receiving Hot Transfers from Next
  Wave, you instantly become more productive.
  Potential borrowers are all put through our
  NextWaveConfirm process, which results in
• 100 contact rate
• Only interested borrowers
• Only qualified borrowers

Recordings are made of every transfer to PROVE
IT!
6
Sounds Great, So How Do We Do It?

• The next few slides describes how all the pieces
  of our Hot Transfers process fit together and how
  originators are able to MAKE MORE MONEY as a
  result.

Call Reps
Leads
QA
Next Wave
NextWaveConfirmScript
Live Transfer
Loan Officer
Borrower
Internet
Three easy steps
7
STEP 1 A BORROWER EXPRESSES INTEREST in a new
mortgage loan

• Expressions of Interest Include
• Submitting a form on the Internet requesting a
  free mortgage quote
• Expressing interest in a free mortgage quote to a
  telemarketing rep
• Borrowers that request a free mortgage quote
  are now in the market, thus it is considered a
  lead. Most companies will sell just the
  information associated with this lead. We do
  not. WE DO MORE

8
STEP 2 NextWaveConfirm the Leads

• We send the leads (only those matching your exact
  criteria) to our American call center who then
• Makes CONTACT with the borrower listed on the
  lead
• CONFIRMS the borrowers interest in obtaining a
  free mortgage quote
• PRE-QUALIFIES the borrower

9
STEP 3 Live Call Data Transfer to YOU!

• We transfer the interested and pre-qualified
  borrower to you LIVE. You can also view the
  borrowers lead sheet data at the same time using
  a standard web browser.

10
STEP 1 (Expression of Interest)STEP 2 (Contact
NextWaveConfirm)STEP 3 (Complete Call Data
Transfer)
NOW FOR MORE INFORMATION ON
11
More About STEP 1 Expression of Interest How
do we know the borrower is interested?

• Borrowers can express interest in receiving a
  free mortgage quote through one of several
  different methods
• The borrower submits a form on the Internet
  requesting a free mortgage quote. Borrowers are
  driven to free mortgage quote request forms via
• Email advertisement offering a free mortgage
  quote
• Web banner ad offering free mortgage quote
• Search Engine Optimization on keywords such as
  Refinance, Debt Consolidation Mortgage, etc.
• The borrower is solicited by a telemarketing rep,
  expresses interest in receiving a free mortgage
  quote, and provides the telemarketing rep with
  some basic information
• An inbound call from the borrower (from various
  online/offline advertising channels) requesting a
  free mortgage quote.
• Regardless of the method the borrower initially
  used to express their interest, the borrowers
  interest in a free mortgage quote is always
  confirmed by our call center

Method
Method
Method
12
More About Step 2 NextWaveConfirm Making
Contact w/Borrowers

• Power Dialers Leads are loaded into power
  dialers and called for three consecutive business
  days. If no contact is made after three
  consecutive business days, the leads are removed
  from the queue.
• Whos Calling? Call center agents are
  instructed to say that they are calling on behalf
  of The Mortgage Quote Network regarding a
  recent request for a free mortgage quote

13
More About Step 2 NextWaveConfirm Confirming
Interest

• Our process is designed so that only borrowers
  genuinely interested in receiving a free mortgage
  quote are transferred
• Triggers are in place that allow non-interested
  borrowers to disengage
• Non-interested borrowers are rejected
• Even borrowers that may be on the fence, the
  45-second average hold time (dead air) provides
  genuinely non-interested borrowers plenty of
  opportunity to hang up. Hang-ups that occur with
  less than 60-seconds of hold time are NOT
  considered transfers.

14
More About Step 2 NextWaveConfirm Overcoming
Mild Objections

• Our call center agents are trained to reject
  borrowers that are not interested in receiving a
  free mortgage quote, but are also trained in
  overcoming certain mild objections that are often
  encountered
• Not Enough Time
• Call Center Response It should only take 3-5
  minutes of your time
• My Spouse Made the Request
• Call Center Response Do you make joint
  decisions? Would you like to take down the
  information on behalf of your spouse?
• Im already in the process of refinancing
• Call Center Response Is there any harm in just
  obtaining a free quote in order to ensure that
  you are indeed getting the best deal? There is
  no obligation.
• Cant beat my current rate/payment/pre-payment-pen
  alty, etc.
• Call Center Response Is there any harm in just
  obtaining a free quote? There is no obligation.

15
More About Step 2 NextWaveConfirm
Pre-qualification of Borrowers

• Our process is designed to only allow only
  pre-qualified borrowers to be transferred based
  on a few critical pieces of information
• Screen out properties that are not within your
  state licensing
• Confirmation Piece of Call Center Script Are
  you still in Los Angeles, CA?
• Screen out all mobile/manufactured homes screen
  out all mismatched loan type (i.e. purchases or
  standalone 2nd mortgages)
• Confirmation Piece of Call Center Script That
  property that youre looking to refinance, is
  that a single family home? Thats not a mobile
  or manufactured home is it?
• Additional filters are applied based upon the
  borrowers lead data BEFORE the lead is sent to
  the call center on your behalf (thus is not
  verified by call center agents), including
• 100,000 minimum property value
• Borrowers self-assessed credit (Excellent, Good,
  Fair, Poor)
• Current LTV filter (optional)

16
More About Step 2 NextWaveConfirm Consent to
Transfer

• At this point in the process we have already
• Made Contact with the Borrower
• Confirmed the Borrowers Interest in Receiving a
  Free Mortgage Quote
• Pre-qualified the Borrower
• We now propose to transfer the borrower live
• Call Center Script What I would like to do now
  is quickly connect you to one of our mortgage
  specialists at Your Company Name. They will be
  able to help you with that free mortgage quote.
• Borrowers that agree to be transferred move on to
  Step 3 (Complete the Live Call Data Transfer)

17
More About Step 3 Transfer The Live Call
Data Transfer Process

• Call center agent makes contact with originator
  Call Center Script Hello, this is call center
  agents name calling from the Mortgage Quote
  Network call center. I have John Doe on the
  line. His phone number is 949-555-1212
• Originator enters borrowers phone number into
  Next Wave website This phone number lookup
  brings up the lead sheet data associated with the
  borrower
• Call center agent takes borrower off of hold,
  introduces the two parties, and completes the
  Live Call Transfer Call Center Script Hello
  John, I have loan officers name. He can help
  you with that free mortgage quote. Go ahead
  loan officers name.
• The selling process continues between you and the
  borrower Call center agent disconnects from call

18
Best Practices in Working Hot Transfers from
Next Wave
NOW FOR MORE INFORMATION ON
19
Ensuring Minimum Time on Hold

• One of the most valuable aspects of our Hot
  Transfers program is being able to speak with a
  LIVE interested borrower 100 of the time. In
  order to ensure that the borrower is transferred
  live, keeping their time on hold to a minimum is
  critical
• Best practices
• Accept transfer in order to get borrower off-hold
  ASAP, even if it requires you to delay
• Your login to web interface
• Borrowers Lead Data Lookup
• Spelling and/or pronunciation of last name
• Simply jot the information down provided by the
  call center agent and enter it in AFTER you have
  accepted the live transfer and while speaking
  with the borrower
• Worst practices
• Tell the call center agent to Hold on while I
  fill in the blank
• Ask non-standard questions to call center agent
  (i.e. how much cash is he looking to take out?)
• Engage in dialog with call center agent (i.e.
  how is the weather out there today?

20
Opening Dialog w/Borrowers

• Your opening dialog with the borrower is critical
  to establishing rapport and confidence with the
  borrower. Keep in mind that the transfer began
  as an outbound call and happens relatively
  quickly, so it is critical that the originator
  take control of the process after the transfer.
• Best practices
• Take control of the process first let them hear
  you and hear who you (and your company) are
• Sample Dialog Script Hello John, my name is
  your name and Im a Sr. Loan Officer here at
  your company. We specialize in fill in the
  blank. What I would like to do now is walk you
  through our quick process in order to find the
  best deal to meet your situation and your
  objectives. Let me start by asking (originator
  maintains control)
• Worst practices
• Let the borrower take control by asking
  successive questions for you to answer (i.e.
  what can I get on a 30-year fixed?)
• Opening with statements such as
• What can I do for you?
• How is it that I can help you?
• What are you looking to do?
• So, youre looking to refinance?

21
Acknowledge Any Competition

• All of our Hot Transfers are exclusive. However,
  as you now know, our process begins at Step 1
  with an interested borrower who is in the
  market. Consumers who are currently in the
  market for anything tend to look for their best
  deal. It is always best to acknowledge the
  competitive environment.
• Best practices
• Competitive quote based on awareness that
  borrower is in the market
• Always ask about competition before
  quoting/pitching
• Worst practices
• Uncompetitive quotes or price-gouging
• Ignoring the existence of any potential
  competition

22
Conclusion Summary Why Hot Transfers from
Next Wave are Great

• 100 Contact Rate
• 100 Interested in Receiving a Free Mortgage
  Quote
• 100 Pre-Qualified

MEANS
23
Conclusion Summary Why Hot Transfers from
Next Wave are Great

• Spend Less Time
• Chasing down borrowers
• Leaving voice mails
• Sending emails
• Scheduling call-backs
• Speaking with borrowers that immediately claim no
  interest in speaking with you
• Speaking with borrowers that are immediately
  not-qualified for the most basic reasonsIf you
  could replace ALL of the time you spend each day
  on the items above with time spent selling, how
  many more loans would you close each month? 2?
  4? 8? 10?

24
Conclusion Summary Why Hot Transfers from
Next Wave are Great

• Simply put, originators will immediately make
  more money as a result of receiving Hot Transfers
  by Next Wave

25
NOW FOR SOME ANSWERS TO SOME FREQUENTLY ASKED
QUESTIONS (FAQ)
26
FAQ Borrowers Credit

• Is credit pulled on the borrowers prior to the
  transfer?
• Out of privacy concerns, we do not collect
  borrowers' social security number. Thus, we do
  not pull a borrowers credit report or access
  their FICO score. Credit filters are based upon
  the borrowers self-assessment of their credit
  (Excellent, Good, Fair, and Poor).

27
FAQ Technology Requirements

• Is any special phone or Internet technology
  required on our end in order to receive Hot
  Transfers from Next Wave?
• No. All that is needed is a phone number that is
  dedicated to receiving Hot Transfers and a
  standard web browser. However, certain phone
  features may improve your effectiveness in
  handling large numbers of incoming transfers
  being routed to large numbers of loan officers.
  You may wish to discuss your objectives with your
  business phone system service provider.

28
FAQ Internal Call Routing

• Can we have the inbound Hot Transfers routed to a
  receptionist first, and then re-directed to a
  loan officer?
• Yes. However, getting the borrower off hold and
  speaking with a live loan officer as quickly as
  possible is a key to the effectiveness of our Hot
  Transfers program. Thus, this approach must be
  well-coordinated, well-managed, and efficiently
  executed. We require that the borrower be
  connected with a loan officer within 60 seconds
  of the time that they are placed on hold.

29
FAQ Call Recordings

• Are the conversations between the call center
  reps and the borrowers recorded?
• Yes. All conversations between borrowers and the
  call center reps are recorded and are available
  for your review within 24-hours of the transfer
  by logging into the online admin section of your
  user account.

30
FAQ Conversion Ratios

• What type of conversion ratios (from transfers to
  fundings) are Next Wave clients experiencing?
• Next Wave Clients overall conversion ratios tend
  to be directly relative to the size of their
  organization and the number of transfer-receiving
  originators. As the chart below illustrates, the
  middle of the bell curve in terms of conversion
  ratios is approximately 10.

Mid-Market Lenders
Mid-Market Brokers
Number ofNext Wave clients
Large Institutional Lenders
Small Operations Net Branches
6-10
10-15
5-6
15-25
Overall Conversion Ratio from Transfer to Funding
31
FAQ Compared to Mortgage Leads Companies

• Next Wave offers one of the most expensive
  products in the industry, which are also the best
  value as the chart to the right illustrates.

A
B
Price
D
C
Performance
A Next Wave B Exclusive Telemarketing Leads C
Non exclusive Internet leads D True
Branded/Organic Internet Leads(i.e.
LowerMyBills, LendingTree, etc.)
32
THE END Thank You

• Contact Us
• Office 949-861-3122Mobile [phone]Fax
  678-868-3122 Email troy_at_nextwavemarketingstrategi
  es.comWeb http//www.nextwavemarketingstrategies.
  com