Renewal Call · Narqix Academy

Purpose: check in with a funded client who may now be eligible for additional funding, understand how the business is doing, and open a renewal file only if it may genuinely help them.

When to use: when the processing team marks a funded file as reaching the funder's renewal eligibility point, or when a funded client contacts us about more funding.

Goal of the call: one outcome: an honest picture of the client's business and, if they want and it fits, fresh documents for a renewal review.

Version: v1.0

Before you dial

Funded file notes read: product, funded date, use of funds, any issues during the deal
Renewal eligibility note from the processing team
Payment history notes, if available (any returned payments or hardship mentions)
Consent and calling window confirmed
Previous check-in notes (Day 1 and Day 30)

Never do this: never call a renewal "pre-approved", never quote an amount ("you qualify for double"), never create urgency, and never push more funding on a client who says payments are hard. If the client mentions hardship or default, the renewal conversation ends and you escalate.

The flow

1. Opening and relationship

You: Hi (MERCHANT NAME), this is (YOUR NAME) with (COMPANY NAME). This call may be recorded for quality. We worked together on your funding back in (MONTH). Do you have a couple of minutes? You: Last time you mentioned the funds were for (USE OF FUNDS). How did that go?

Why it works: starting with their business, not with money, shows you remember them as a person. It also tells you whether the last funding helped.

If they say "It went great"

You: That's really good to hear. What's changed in the business since then?

If they say "Honestly, it's been tough. Payments are heavy."

You: Thank you for being honest with me. I'm sorry it's been hard. I'm not going to talk about more funding today. Would it be OK if I shared what you told me with my manager, so someone can talk with you about your options?

End the renewal conversation. Note their words exactly and escalate to your lead the same shift. Do not discuss stopping payments, restructuring terms or what the funder might do.

2. Understand the business now

You: How have sales been over the last couple of months compared to when we first spoke? You: Any big changes coming up? New location, new equipment, hiring, a slow season? You: Have you taken any other funding or loans since we last spoke?

Why it works: these three questions tell you whether the business is growing, whether there is a real need, and whether there are new positions.

If they mention a new advance from another company

You: Thanks for telling me. I'll note it so your file is accurate.

Record amount, frequency and start date as they describe them.

3. Explore the need

You: The reason I'm calling: clients at your stage are sometimes able to apply for additional funding. That only makes sense if there's something it would really help with. Is there anything you're planning where extra working capital would help?

If they name a real need

You: That makes sense. Tell me a bit more. What would it cost, and when would you need it?

Then check whether another product fits better (equipment, a line of credit, real estate, cards, an SBA loan) using the Product Guide routing map.

If they say "No, I'm fine for now"

You: That's great. I'll make a note and check in again in a few months, if that's OK with you. If anything comes up before then, you can reach us at (COMPANY PHONE).

If they ask "How much can I get?"

You: I can't give you a number. The funder decides that from your recent statements and how your current funding has gone. If you'd like, I can start a review so you see a real offer in writing, with the full terms and cost. There's no obligation to accept.

If they ask "Will it pay off what I owe now?"

You: Some renewals do include the current balance, and some don't. That's set by the funder. If you get an offer, it will show exactly how your current balance is handled and what you would receive, in writing, before you decide.

4. Documents for the review

You: To start a review, the funder will want your most recent bank statements: the last (NUMBER) months plus this month so far, as PDFs from your bank. Everything else is likely already on file, but I'll confirm if anything needs updating. You: I'll send the secure upload link now. Text or email? You: When do you think you can upload them?

5. Close

You: Thanks, (MERCHANT NAME). Once your statements are in, our team reviews them and we'll let you know the next step. And again, you're under no obligation. If an offer doesn't make sense for you, you simply say no.

Coach's note: the best long-term clients are the ones you told "maybe not now" when it was the honest answer. They remember it, they come back, and they refer other owners.

Day 30 check-in (short version)

Use this on the first check-in after funding. No renewal talk.

You: Hi (MERCHANT NAME), it's (YOUR NAME) from (COMPANY NAME). Just a quick check-in a month after your funding. How is everything going with (USE OF FUNDS)? Is there anything we can help with?

Record the answer. If they mention any difficulty with payments, escalate.

Objections

They say	Go to
"Just tell me the number"	Objection Handbook: Pricing and rates
"Last time took too long"	Objection Handbook: Timing
"Another company offered me more"	Objection Handbook: Competition
"I don't want more debt"	Respect it. Note it. Thank them.

After the call

RENEWAL CALL · (DATE TIME) · (YOUR NAME) Funded: (DATE) · Product: (PRODUCT) Business update (their words): (TEXT) New funding since last time: (DETAILS OR NONE) Need: (NEED OR NONE) · Product path: (RENEWAL, OTHER PRODUCT, NONE) Hardship mentioned: (YES, ESCALATED TO NAME AT TIME, OR NO) Docs requested: (LIST) · Promised by: (DATE TIME) Next: (ACTION) by (DATE TIME)

Check yourself

What is the first question you ask after the opening, and why?
A client says payments are hard. What do you do?
A client asks if the renewal will pay off their current balance. What do you say?
Why do you ask about new funding since last time?
When do you set a "check back in a few months" task instead of a renewal file?