Personal Loan Sales

Break points · ranked by severity

1. #1CriticalcomplianceDeepak Joshi · turn 1

   Agent did not address the customer by name, making it impossible to confirm identity as required by the script and compliance rules.

   “Am I speaking with you?”

   Fix: Say 'Am I speaking with Deepak Joshi?' to confirm the customer's identity before proceeding.

2. #2CriticalcomplianceDeepak Joshi · turn 3

   Agent implied guaranteed approval by saying 'you are pre-approved' without disclosing that the offer is subject to credit verification, violating the no-guarantee compliance rule.

   “You are pre-approved for a personal loan of up to 5 lakh at an attractive rate.”

   Fix: Add 'This is a pre-qualified offer subject to credit verification' and disclose the interest rate range (11.49%–18% p.a.) and processing fee (up to 2% + GST) at this point.

3. #3CriticalcomplianceDeepak Joshi · turn 3

   Agent asked for consent to proceed without disclosing the mandated interest rate range or processing fee prior to seeking agreement.

   “Shall we proceed?”

   Fix: Before asking for consent, state 'Our interest rates range from 11.49% to 18% p.a. with a processing fee of up to 2% plus GST — shall we take a look at options for you?'

4. #4MajorhonestyDeepak Joshi · turn 3

   Agent referenced a rate of 10.5% (implied by 'attractive rate' per script step 5) while compliance rules mandate disclosing the actual range of 11.49%–18% p.a.; using 'attractive rate' without disclosure is misleading.

   “at an attractive rate”

   Fix: Replace vague language with the actual rate range disclosure: '...at rates starting from 11.49% p.a.'