Inbound Application Call

Before you dial (or as the call connects)

• For a callback: confirm the lead is inside its local calling window and the form's consent covers a call
• Open the form submission: product chosen, answers given, documents they said they have
• Check the CRM for duplicates and past history with this merchant
• Product Guide open on the product they chose
• Application link and secure upload link ready
• Recording disclosure ready

The flow

1. Opening

Answering an incoming call:

You: Thank you for calling (COMPANY NAME), this is (YOUR NAME). This call may be recorded for quality. How can I help you today?

Calling back a form within minutes:

You: Hi, is this (MERCHANT NAME)? Them: Yes. You: Hi (MERCHANT NAME), this is (YOUR NAME) with (COMPANY NAME). This call may be recorded for quality. You just sent us a request about (PRODUCT) for (BUSINESS NAME), and I wanted to reach you while it's fresh. Is now a good time for a few minutes?

Why it works: calling while the request is fresh shows you are organised and serious. Most merchants applied to several places; the first organised voice often wins their trust.

If they say "Wow, that was fast. Is this a robot?"

You: No, I'm a real person on the (COMPANY NAME) team. We try to call people back quickly because we know you're busy.

If they say "I filled out a few of these. Which one are you?"

You: We're (COMPANY NAME). You filled out our form about (PRODUCT) a few minutes ago. A lot of owners apply in a few places. What we do differently is build one clean file and send it only to funders that fit your business, so your information doesn't go everywhere.

If they say "I'm driving / with a customer"

You: Please don't let me distract you. When can I call you back? I'll keep it to about ten minutes.

2. Confirm the form and the need

You: I can see what you entered. Let me confirm a few things. You're looking for about (AMOUNT RANGE), the business has been open about (TIME IN BUSINESS), and deposits are around (DEPOSIT RANGE) a month. Is that right? Them: (ANSWER) You: And what will the funds be used for? Them: (USE OF FUNDS) You: Got it. Thanks.

Why it works: confirming instead of re-asking respects their time and catches mistakes they made in the form.

If their answers now differ from the form

You: No problem, I'll update it. The more accurate the file, the better.

Record the new answer and note "updated on call from form answer of (OLD ANSWER)".

If they chose "Not sure yet" on the form

You: You chose "not sure yet", which is completely fine. That's what we're here for. Tell me a bit about what's going on in the business and what the money would help with.

Use the routing map from the Product Guide.

3. Fill the gaps

Ask only what the form did not cover, from the ten core questions and the product questions.

You: A few more questions so the file is complete. You: What's the legal name of the business, and do you use a different name with customers? You: Are you paying any cash advances or business loans right now? How many, and are the payments daily or weekly? You: Any open bankruptcy, tax liens or judgments? You: Who owns 20% or more of the business?

Why it works: these four facts are the ones forms most often miss and funders most often ask about.

If the form said "no open advances" but they now mention one

You: Thank you for telling me. I'll note it now. Funders will see it on the statements, so it's much better that it's in the file from the start.

4. Explain the process, not the outcome

You: Here's what happens next. You'll sign a short application. It includes your permission for us to share your file with funders. Then you upload your documents through our secure link. We review everything and send your file only to funders that match. If a funder approves, you'll get a written offer with the full terms and the total cost, and you decide. There's no obligation to accept anything. You: I can't promise approval or quote any numbers today. Those only come from the funder, in writing.

If they say "Other companies told me I'm pre-approved"

You: I can't speak for them. I can tell you that nobody is truly approved until a funder has reviewed the statements. I'd rather be honest with you now than surprise you later.

5. Sign while on the call

You: I can send the application now and stay on the line while you open it. It takes about five minutes. Text or email?

Send through the consented channel.

You: Let me know when it opens. I'll walk you through it if you'd like.

Stay on the line. Answer questions about what fields mean. Never fill anything in for them and never tell them what to enter.

If they say "I'll do it later tonight"

You: That works. Most people finish faster with someone on the line, but whatever is easier for you. What time tonight? I'll check that it came through and send a reminder at (TIME) if needed.

If they ask "What do I put for annual revenue?"

You: Whatever is true from your records. If you're unsure, your bank statements or tax return are the best guide. Please don't estimate high or low; the funder will check it against your statements.

If they ask about the SSN and date of birth fields

You: Funders use those to verify the owner's identity, and in some cases to check credit. Nothing is pulled without your authorization, and the application is sent securely, not through regular email.

6. Documents and close

You: Thank you, I can see it's signed. Now the documents. For your file we need (DOCUMENT LIST). Bank statements must be the PDFs downloaded from your bank, every page, plus this month so far. You can upload everything through the link I just sent. You: When can you upload them? Them: (TIME) You: Perfect. (TEAMMATE NAME) on our document team will check your uploads and reach out only if something is missing. Thank you, (MERCHANT NAME). Have a good day.

Objections

They say	Go to
"What will my payment be?"	Objection Handbook: Pricing and rates
"I don't want my credit pulled"	Objection Handbook: Credit
"I'm talking to other companies"	Objection Handbook: Trust and spam
"I need it today"	Objection Handbook: Timing
"Do I have to sign now?"	Objection Handbook: Stalls

After the call

INBOUND · (DATE TIME) · (YOUR NAME) · Speed to lead: (MINUTES) Product path: (PRODUCT) · Form answers confirmed: (YES OR WHAT CHANGED) Use of funds (their words): (TEXT) Legal name: (NAME) · DBA: (DBA) · Owners 20%+: (NAMES AND PERCENT) Positions, self-reported: (DETAILS) · Bankruptcy, liens, judgments: (ANSWER) Application: (SIGNED ON CALL, OR SENT VIA CHANNEL AT TIME) Documents promised by: (DATE TIME) Flags: (ANY OR NONE) Next: handoff to (TEAMMATE) · Follow-up at (DATE TIME)

Move the lead to "App Signed" or "App Sent" and hand off to the Application Assistant and Document Chaser.

Check yourself

1. Why do you confirm form answers instead of re-asking everything?
2. Which four facts do forms most often miss?
3. A merchant asks what to enter for revenue. What do you say?
4. What do you say if they want to sign later?
5. Which stage does the lead move to after a signed application?

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