How Mortgage Brokers Can Master Rapport in Discovery Calls [6 Proven Tips]

Building rapport during discovery calls is one of the most critical skills for mortgage brokers. It’s not just a matter of improving the odds of closing a sale—it’s about creating trust, positioning yourself as an expert, and setting the stage for long-term client relationships. If done well, it can increase your success rate, help you sell additional services like insurance, and provide clients with a seamless, stress-free experience.

However, building rapport isn’t always straightforward. Many brokers think they’re good at it but fall short when it matters most. That’s why I want to share my six essential strategies to help you master this crucial skill and take control of your calls.

1. Set Intentions and an Agenda

Start every call by clearly stating the purpose and structure. Too often, brokers jump in with generic questions like, “How are you?” or “Tell me about yourself.” While friendly, this approach lacks direction. Clients want to see that you’re in control.

Take a cue from high-performance coach Brendan Burchard, who teaches that Oprah never starts a meeting without an intention. Apply this to your calls by outlining what will happen, what topics you’ll cover, and what you both aim to achieve by the end. For instance:

“Today, we’ll discuss your mortgage goals, explore your financial situation, and determine whether we’re a good fit to move forward.”

This clarity reassures clients, removes ambiguity, and positions you as a professional who respects their time.

2. Ask Open-Ended Questions

After setting the agenda, it’s time to get the client talking. Use open-ended, mortgage-related questions to encourage them to share their situation. For example:

• How long have you been looking for a mortgage?
• What type of property are you interested in?

Prepare a list of 5-10 go-to questions that you can use in every discovery call. These will help you uncover valuable details while making the client feel heard. Letting people talk about themselves builds instant connection and makes them more likely to trust you.

3. Transition to Closed Questions

Once you’ve created an open dialogue, it’s time to narrow down specifics with closed, yes-or-no questions. Think of this as the “interrogation phase,” similar to how a doctor might ask targeted questions during a consultation.

For instance:

• Have you ever missed a credit card payment?
• Is your income consistent with what’s on your application?

These questions establish you as a thorough and professional advisor. They also help you gather the concrete information needed to assess the client’s situation accurately.

4. Show Strategic Vulnerability

Vulnerability can be a powerful tool—but only when used strategically. Sharing small, humanising details about yourself makes you relatable without undermining your authority. For example:

“Just so you know, I’m dyslexic, so if I take a moment to jot things down, it’s just me being thorough.”

This kind of vulnerability either elicits empathy or creates common ground if the client shares a similar trait. Both outcomes deepen rapport.

5. Mirror and Match Energy

People naturally connect with those who reflect their emotional state. Use simple phrases and neutral tones to gauge the client’s mood and adjust your energy accordingly.

For instance, when someone asks how you are, reply with:

“Living the dream,” in a neutral tone. This response allows the client to interpret it based on their mood. If they’re upbeat, they might agree enthusiastically; if they’re stressed, they’ll empathise.

Once you know their energy level, match it to create harmony before subtly leading the conversation to a more productive tone.

6. Stay Focused

It’s tempting to veer off-topic, especially if the client starts discussing hobbies, family, or other non-mortgage topics. While small talk can build rapport, it’s essential to keep the conversation focused on the task at hand. You’re not there to become their friend—you’re there to provide solutions.

Jordan Belfort’s “Straight Line System” is a perfect analogy here. Avoid spiraling into irrelevant tangents by keeping the discussion on track with clear transitions back to the main topic.

The Golden Rule: Pitch Last

Your discovery call should follow a simple structure: set intentions, ask open-ended questions, narrow down with closed questions, and only pitch your services at the end. Letting the client speak about themselves first builds trust and ensures they’re more receptive to your recommendations when you finally present them.

By mastering these techniques, you’ll not only increase your conversion rates but also establish yourself as a trusted advisor who clients feel confident working with.

For more insights, you can watch my video that covers this topic in depth: Watch here: Mastering Rapport in Discovery Calls. It’s packed with actionable strategies to turn discovery calls into successful outcomes.