Mr Graveson
Mr Graveson calls us to request further borrowing. While Maria was completing security checks, she noticed someone in the background helping our customer with the answers. Although Mr Graveson has provided the answers, he seemed unable to do so without the help of the person who's with him.
Maria feels unsure about proceeding with his request and wants to speak with a VC champ first.
See how the BRUCE questions are used within this conversation.
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Conversation |
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Maria "Thank you for answering the security questions Mr Graveson, how is it I can help you today?" |
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Mr Graveson "Yes, thank you Maria. I was just calling to see if I can take some more money from my mortgage with you." |
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Evaluating Checking if there's a clear reason behind the customers request |
Maria "I can see from our notes that a couple of requests have been made in fairly quick succession, was there a particular reason for this request Mr Graveson?" |
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Mr Graveson "Err, well, it was actually for… Let me check... Ah yes, that's it, it was for a new bathroom." |
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Maria "Thanks for confirming Mr Graveson, I can see the previous request was for house renovations. Sounds like you're doing a full house renovation, how exciting." |
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Mr Graveson "Yes, yes, full house renovation I think. How quickly can I get the money?" |
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Maria "Well we expect to pay the money to you within 3 to 5 working days." |
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Mr Graveson "3 to 5 days. That's annoying. Could it not be any quicker? I need it tomorrow really as I’m looking to get a new kitchen." |
Earlier, Maria observed Mr Graveson seemed hesitant when she acknowledged his full house renovations. Now, she notices he's becoming frustrated and mentions renovating his kitchen instead of his bathroom.
Mr Graveson' Behaviour has changed and appears to be strugging to Communicate his reason for further borrowing. It could be that he's struggling to Remember or Evaluate his reason for funds, hence the frustration towards the turnaround time.
Lets continue the conversation and see what happens.
Model |
Conversation |
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Remembering Does the customer remember what's been discussed so far? |
Maria "Ok Mr Graveson I’ll see what I can do for you. I noticed you mentioned the funds were for a new bathroom but you've said it's actually for a new kitchen. Could I check what the reason is for further borrowing?" |
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Mr Graveson "Did I? I can’t quite remember. Erm I think" **customer pauses** |
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Communicating Allow the customer time to tell us about their decisions |
Maria "Take your time Mr Graveson, there's no rush" |
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Mr Graveson "Erm... I don't know... I don't know what you're asking me. I've already given you all the information"
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Evaluate and Remember Allow the customer time to reflect and recall the conversation in their own time |
Maria "You sound a little confused Mr Graveson. Would it be helpful if I continue this conversation later today or tomorrow?" |
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Mr Graveson "Yes actually, do you mind?" |
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Communicate Check the customers preferred method of communication |
Maria "Of course, more than happy to Mr Graveson. I can also send a summary of everything we've discussed so far in an email if that would be helpful? Just so you've got time to read over before our next call." |
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Mr Graveson "Yes, that might be better if that’s ok. I’m feeling a little tired and getting myself confused. I do have a friend over with me today." |
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Maria "Ok I understand Mr Graveson. Would you be free for another call tomorrow at 10:30am?" |
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Mr Graveson "Yes I'll be back from walking the dogs by then" |
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Maria "Perfect. I've booked that in Mr Graveson. I'll email over a summary of our conversation and details of your request so far. Please have a read through and I can answer any questions you have tomorrow. Is that ok?" |
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Mr Graveson "Yes ok, thank you dear." |
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Maria "You're welcome Mr Graveson. I hope you manage to get some rest this afternoon and speak to you tomorrow." |
After the call
Maria discusses the conversation with her line manager and VC champ to get some guidance. They decide to check what additional support Mr Graveson has in place, such as a Power of Attorney as well as exploring in a bit more detail what renovations Mr Graveson is looking to make.