The mortgage sales scripts toolkit: 13 scripts for every buyer stage

Most loan officers resist scripts because they seem stiff or too salesy, but the reality is they are a tool to help you have better conversations, uncover clients’ real goals and guide them toward solutions that fit their needs. In a competitive market, the most successful loan officers are not chasing more leads, they are converting the ones they already have. Scripts give you a framework to do that with confidence.

Here are mortgage sales scripts that work for every stage of the customer journey. From elevator pitches and first-time homebuyer discussions to rate-drop opportunities, past client check-ins and referral partner outreach. These scripts help you stay professional, proactive and effective — turning every interaction into a chance to build trust, provide value and grow your business.

Elevator pitch script

An elevator pitch is your go-to tool for quickly sharing who you are, what you do and what makes you different. It works because it clearly communicates your value, builds trust quickly and gives potential clients or referral partners a reason to remember and reach out to you. This is a script you want to have ready to use at any time.

1. Have your elevator pitch in your back pocket anywhere, anytime

Hi, I’m [Your name] with [Company]. I just wanted to introduce myself — I help homeowners [insert one or two values: find the best loan strategy for their goals, buy their first home or get more out of the one they already own].

Where I try to make a difference is [insert differentiator — for example: use smart tech to make the process seamless, keep communication clear and consistent or make sure we close smoothly and on time]. Most of my clients tell me they appreciate how easy I make it for them to understand their options.

If you ever have questions about rates or what’s possible with your home, I’m happy to be a resource — even if you’re just exploring.

New customer scripts

New customers can come from a variety of sources — your website, referrals or even cold calls. Each lead is an opportunity to make a great first impression, uncover their goals and position yourself as a trusted advisor from the start.

Scripts tailored to different scenarios help you confidently start conversations, build rapport and guide prospects toward solutions that fit their needs. You’ll also find strategies for handling common objections, turning hesitation into an opportunity to offer clarity and value.

2. Guiding every buyer through goals, experience and timeline

As a loan officer, you guide clients who may be seasoned homebuyers, downsizing after decades in a home or buying for the first time. A script designed to uncover each homebuyer’s goals, experience and timeline allows you to tailor your guidance to their situation. This positions you as a trusted financial advisor who offers advice and strategy while laying the foundation for a relationship that lasts long after closing.

Hi [Name], I’m [Your Name] with [Company]. Congrats on starting your homebuying journey! I’m excited to learn more about what you’re looking for. Is this your first home, or are you looking to make a move?

(Wait for answer)

If they’re a current homeowner or experienced buyer:

That’s great! It sounds like you’ve been through this before, so my role is really to make this process smooth, strategic and as stress-free as possible. Every market and loan program is a little different, so I’ll help you explore which options best fit your goals for this next purchase.

To get a feel for where you are in the process — are you already working with a realtor, or are you just starting to look?

(Wait for answer)

Excellent — and do you have a particular price range or monthly payment you’re trying to stay around, or are you still figuring that part out?

(From here, use their answer to discuss qualification, loan programs or strategy)

If they are a first-time homebuyer

That’s awesome, and congratulations! Buying your first home is such an exciting step. How are you feeling about it so far — more nervous, or more ready to dive in?

(Wait for answer – and respond to either their excitement or concern)

If they are excited and ready: Absolutely! That’s the perfect mindset to have. Purchasing your first home is exciting, and my role is to help you make informed and confident decisions from the very beginning. This way, you can enjoy the process and navigate smoothly toward the finish line.

If they are nervous or hesitant: I get that completely. Getting started is a lot to take in at first. It’s a big step, but that’s precisely why I’m here. I’ll walk you through every part of the process so there are no surprises and you always know what’s coming next. My goal is to make this process clear, simple and as stress-free as possible, so you always feel confident.

To help me guide you in the right direction, where are you in the process right now? Are you already looking at homes with a realtor, or are you just starting to explore what you can qualify for?

(Wait for answer)

Perfect — that gives me a great starting point. I’ll walk you through what it takes to get pre-approved, explain a few programs that can make your first home more affordable and help you build a clear plan from here to closing.

Sound good?

3. Customer opposition: Handling hesitation for “not now” situations

You will encounter situations where a customer tries to end the conversation because they’re busy or because they’re trying to give you the brush-off. As a sales professional, you need to determine whether they are actually interested but unavailable or simply not ready to talk. A clear, simple script helps you navigate this moment without losing the opportunity.

If they sound busy or flustered:
Of course. I totally understand. It sounds like you’ve got a lot going on.

How about I give you a quick 30-second overview so you know who I am and what I can help with, and then you can decide if it makes sense to talk later?

(If they say yes)

Perfect! As a reminder, I’m [Your Name] with [Company]. I help buyers like you understand what you can qualify for, what programs fit best and how to position yourself as a strong buyer. I can send you a quick outline, or we can reconnect when you have a few minutes. What would be easiest for you?

(If they say no)

Totally fine! I’ll keep this super short. If I could just get a better sense of where you are in the process, I’ll know whether to follow up in a few weeks or not bother you. Have you already talked with a lender, or are you still figuring out next steps?

4. Navigating the rate-shopper conversation

Customers will always look for the best deal. They may have been told to shop around or decided to compare on their own. Even if they’re speaking with another loan officer, the opportunity is still there. Put your best foot forward. They may connect with you more than their current LO, or you may be able to offer better terms.

That is a great question, [Name]. Because there are so many factors that go into it — for example, the loan type, your credit score and your debt-to-income ratio — that is just some of the information I need to know before I can give you a number.

Could you tell me about your goals? Are you concerned about the monthly payment, or are you more focused on paying off the home sooner? Just to have a bit more detail on what you hope to accomplish with this loan.

If the customer says they have a great credit score, or just a quote for a 30-year mortgage.

That’s great! And that’s definitely going to qualify you for the best pricing out there. The thing is, your credit score is just one piece of the puzzle. Like I said, your rate also depends on factors such as your loan type, down payment amount and debt-to-income ratio, among others. That’s why I like to get a complete picture first — that way, I can give you a number I know I can stand behind, not just a guess.

Pro Tip

You can also use analogies, like a doctor performing a check-up before making a diagnosis, or a mechanic inspecting the engine before ordering parts, to help explain why you need a better financial picture before giving a rate.

5. Strategic follow-up for re-engagement

Follow-up scripts help you stay consistent when reconnecting with clients and keep your messaging clear and professional. Even if clients don’t respond right away, staying proactive without being pushy keeps you top of mind as they move through the sales cycle.

This script helps you focus on value and show clients that you’re available, supportive and invested in their goals. By offering a clear next step, you increase the likelihood of re-engagement or conversion.

Hi [Name], this is [Your Name] with [Company]. How’s the home search coming along? I know there’s a lot to navigate when it comes to financing, and I’d love to make the process as smooth as possible for you.

I have some time this afternoon or tomorrow morning if you’d like to go over your options or get answers to any questions. What time works best for you?

6. Facilitating an expert-level closing process for your borrowers

The underwriting and funding stages are some of the most critical parts of your client relationship. This is where good, clear communication makes all the difference. By helping your client understand what’s happening and what to expect, you turn a stressful process into a positive experience.

The key is to be honest and upfront about potential roadblocks — like expired documents or requests for additional information so your client feels prepared and confident in your ability to guide them to the finish line and get them the keys to their new home.

Hi [Name], now that your application is in, the next step is to have your file go into processing. This is where my team reviews all your documents to ensure everything is up to date and complete before it goes to the underwriter.

Sometimes during this stage, you might get a request for an updated pay stub, bank statement or something that has expired. This is completely normal. It doesn’t mean there’s an issue; it’s just part of the verification process.

Once it’s through processing, it’ll move to underwriting. That’s where they take a deeper look at everything. They may ask for a little more information or clarification along the way — again, totally normal, and I’ll help you with anything they need.

One quick note, remember to avoid making any big financial changes while we’re in process. That means don’t change or leave your job, don’t open or close any accounts and try to hold off on big purchases like furniture or a new car until after closing. Even large cash deposits or opening a new credit card can affect your approval or delay the process, so if you are unsure about something, just check with me first.

[This is the time that if you think your client might face an issue, address it now so they won’t be caught off guard when it arises.]

The best thing you can do right now is just keep an eye out for emails or messages from me or my team and try to respond quickly when something’s requested — that helps keep things moving smoothly and without delays.

I’ll stay in touch and let you know when we move into the next step, but if you ever have questions or if something doesn’t make sense, just reach out to me directly. I want this process to feel as smooth and straightforward as possible for you.

7. Engaging clients for reviews and referrals

Like any service business, referrals and reviews pave the way for faster growth. After closing, reach out to the customer to request a referral and a review. This is an effective way to expand and improve your online reputation with feedback on platforms like Google or Experience.com.

Congratulations again on your new home! I’m so glad everything came together the way it did. It was an absolute pleasure working with you, and I hope you make wonderful memories in your home.

My goal is to keep being a resource for you even after closing. I’ll be keeping an eye on the market and will reach out if there’s ever a chance to improve your rate or tap into your home’s equity down the road.

And if you know anyone who’s thinking about buying, refinancing or exploring their options, I’d love to help them out too. Most of my business comes from referrals and reviews, so I would greatly appreciate it if you let me know of anyone I could help!

Pro Tip

Reviews and referrals are awkward to ask for, but you should always ask for them. Follow up with an email or text with a link to your review website so they can post a review directly.

Past mortgage customer scripts

Don’t leave your closed loans behind. They’re your strongest opportunities. They already know and trust you, which puts you in a powerful position to guide them through future mortgage and financial decisions. With CRM insights, you can spot key moments in the market that may benefit them and reach out at the right time.

The best results come from combining touchpoints. A quick call followed by a text or email helps clients recognize your name and understand why you’re reaching out. The scripts in this section are designed to make these conversations easy, natural and effective.

8. Past customers who can lower payments or remove PMI

When a client has built equity or their financial situation has changed, it may be the right time to explore refinancing for better terms. As a loan officer, you already understand their financial profile. This gives you a unique opportunity to help them save money, remove PMI or shorten their loan term.

This script is designed for moments when a client can truly benefit, allowing you to reach out in a helpful and timely way that positions you as an advisor rather than a salesperson.

Hi [Name], it’s [Your Name] with [Company]. How have you been?

I wanted to give you a quick call because I’ve been reviewing some files and looking back at your loan from [Month/Year]. It seems like there may be an opportunity to improve your loan terms. With where rates and programs are right now, you might be able to lower your payment by $[X], shorten your term or even drop mortgage insurance altogether.

I’d be happy to run a quick analysis and show you what your savings could look like. Would you like me to put that together for you? I can send them over by [today/tomorrow]. And if one looks good, we can talk. What do you think?

9. Refinancing through rate drop opportunities

Rate drops create valuable opportunities for both loan officers and clients. When interest rates fall, past clients may have a real chance to lower their monthly payments or refinance under more favorable terms. Reaching out to clients who stand to benefit not only helps them take advantage of market changes but also reinforces your role as a proactive, trusted advisor.

Hey [Name], it’s [Your Name] with [Company]. How are things going?

I was thinking back to when we closed your loan in [Month/Year] and wanted to check in on how your mortgage is working out. I’m calling because rates recently dropped, and I ran a quick review of your file. You could potentially lower your rate and save around [$X/month].

I can run two quick scenarios — one focused on lowering your payment, and one on keeping your term but reducing your rate. Would you like me to put that together for you? I can send them over by [today/tomorrow]. And if one looks good, we can talk. What do you think?

10. Guiding clients with tappable home equity

Homeowners often don’t realize the opportunities their home equity can unlock. By reaching out proactively, you can initiate meaningful financial conversations and help clients explore options they may not have considered. Using a script keeps the conversation focused on leveraging home equity and sets up effective follow-up.

Hi [Name], it’s [Your Name] with [Company]. How have you been?

I was reviewing your file and noticed you’ve built quite a bit of equity since we closed in [Month/Year]. With the way home values have risen, you may be able to tap into that equity through a home equity line or a cash-out refinance.

Homeowners often use this for remodeling, consolidating higher-interest debt or keeping a line of credit for flexibility. I can run two options — a HELOC and a cash-out scenario — to show the estimated monthly cost and how much you could access. Would you like me to check that for you?

11. Customer opposition: Managing not interested/rate-sensitive borrowers

In the current market, customers waiting for a better deal is not uncommon. Having a few simple strategies ready gives you another chance to keep the conversation going. This script helps you maintain momentum, give the customer something to think about after the call and provide a clear way to get in touch when they’re ready.

Totally understandable — I get it. Would you mind if I send a one-page snapshot showing your current deal and a quick “what-if” so you have it later?

Referral partner scripts

Referral partner scripts help you build and maintain strong professional relationships. From thanking partners for referrals to checking in with your network, these scripts keep you top of mind without being pushy. When used well, they strengthen trust, encourage ongoing referrals and position you as a reliable and proactive partner.

12. Connecting with partners to generate referrals

A strong referral network is built with intention. Scripts for outreach give you a clear and professional way to introduce yourself, share value and start conversations with potential partners. By using a structured approach, you’ll confidently grow your connections, establish trust early and lay the foundation for long-term partnerships.

Hi [Partner’s Name], this is [Your Name]. How have you been? I just wanted to check in and see how everything is going on your end. I always enjoy staying connected and hearing how your business and clients are doing.

I really value our partnership, and if there’s ever a way I can support you or make things easier for your clients, I’d love to help.

It’d be great to catch up sometime—maybe a quick coffee or call in the next few weeks if your schedule allows.

13. Recognizing and thanking partners for relationship retention

Referral partners are invaluable, especially those who consistently send quality clients your way. Strong professional relationships start with appreciation. This script helps you express gratitude, strengthen the partnership and enhance the client experience through consistent communication.

Hi [Name], I just wanted to take a moment to thank you for referring [Client’s Name] to me. It’s always a pleasure to work with clients you trust me with, and I really appreciate you thinking of me.

(Let them know how the call went, and if you think you can help them.)

I’ll keep you in the loop as things progress. It’s always a pleasure working with you. If there’s ever anything I can do to make things easier for you or your clients, just let me know.

The full picture

To make the most of these mortgage sales prospecting scripts, make them your own. Think of them as templates — they only work when used with intention. Scripts help you stay confident, consistent and in control of the conversation.

The most successful loan officers know their scripts well enough to deliver them naturally in their own voice without sounding robotic or rehearsed. Learn the script and then make it conversational. Be familiar enough with your messaging to adapt on the fly since clients respond to authenticity, not monotone reading. Test, tweak, and give it time. Track what resonates, refine where needed and build a version that aligns with your personality.