✨ STAGE 1 - CALLING YOUR LENDER

• Hello, my name is [your name], how are you? …I’m doing great thanks!
• I’ve currently got a home loan with X.X% interest rate and I would love to have this rate reviewed

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✅ SUCCESS SCRIPT

If they say ‘We’ve reviewed your loan and we can lower your rate to YY%’ and you’re happy with the rate

• Thank you so much, I really appreciate this rate reduction. Just to confirm, you’ll be offering me YY%? 
• Yes, perfect! Can you please send me an email with what we discussed so I have a copy of it? 
• (Optional) If you also wish to lower your monthly repayments: Can you please reduce my monthly repayments in line with my new interest rate? 
• Confirming again, that my new repayments of $X,XXX will begin on the [date]? 
• Great! Please include this in the email as well. Thank you again for your help today!

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❌ KEEP TRYING SCRIPT

If they say ‘We’ve reviewed your loan and we can lower your rate to YY%’ but you want a lower rate

• Thank you, I really appreciate this reviewed rate, however, I’ve been offered Z.Z% if I refinance with another lender. Are you able to match this rate? 

If they say ‘Sorry, this is the best rate we can offer you at the moment’ 

• I’ve been a customer at [bank] for X years now and I would love to remain a customer, however, I’ve been offered Z.Z% if I refinance with [other lender]. Are you able to match this rate?

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✨ STAGE 2 - CLOSING THE DEAL

If they say ‘I’ve spoken to the customer retention team, and we can match the Z.Z% rate’ 

• Thank you so much, I really appreciate you matching this rate. 
• Follow the success script above 

If they say ‘Sorry, I’ve spoken to the customer retention team and we can’t match the Z.Z% rate…but we can offer you R.R% instead’ 

• Thanks for checking! I appreciate the rate reduction. 
• Follow the success script above

💡Pro Tip: You can still enjoy a slightly lower rate while working on refinancing behind the scenes!  

If they say ‘Sorry, I’ve spoken to the customer retention team and we can’t match the Z.Z% rate’

• That’s okay, thanks for checking! I want to let you know that I’ll be refinancing with [other lender] over the coming days as they are able to offer me a better rate.
• This is the last chance to see if they’ll change their mind 

💡Pro Tip: If you’re considering refinancing your mortgage, now is a good opportunity to ask any questions you might have about that process.

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Disclaimer: All information contained in the Flux app, www.flux.finance, www.joinflux.com, app.flux.finance and any podcast of Flux Media Pty Ltd (ABN 27 639 804 345) is for education and entertainment purposes only. It is not intended as a substitute for professional financial, legal or tax advice. While we do our best to provide accurate information on the podcast, we accept no responsibility for any inaccuracies that may be communicated.

Flux does not operate under an Australian financial services licence and relies on the exemption available under section 911A(2)(eb) of the Corporations Act 2001 (Cth) and ASIC RG 36.66. Flux Technologies Pty Ltd provides general advice on credit products under our own Australian Credit Licence No. 530103.