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How Can a New Mortgage Broker Run a Successful Discovery Call?
Starting your career as a mortgage broker is exciting but it’s also full of learning curves. One of the first skills every new mortgage broker needs to master is running a successful discovery call.
This isn’t just a chat with a client. It’s your opportunity to demonstrate confidence, qualify leads effectively, and lay the groundwork for a trusted professional relationship.
As a mortgage broker coach, I’ve helped hundreds of new advisers refine this stage of their process. When you get it right, it can transform how clients see you, from someone offering a service to someone they genuinely want guiding their biggest financial decision.
What Is a Discovery Call and Why Does It Matter for New Mortgage Brokers?
A discovery call is your first structured conversation with a potential client. The goal is simple: to find out whether it’s a good fit to work together.
During the call, you’ll:
Understand the client’s goals and motivations.
Gather key details to assess affordability.
Introduce your advice process and protection philosophy.
Decide whether it’s the right match.
This is the cornerstone of your career as a mortgage broker. It’s also one of the most common areas I help people refine in my 1:1 Mortgage Broker Coaching sessions, where we build structure and confidence into every client conversation.
If you want a deeper step-by-step roadmap from passing CeMAP to becoming a confident, consistent adviser, check out The New Broker Success Framework. It’s designed specifically for new mortgage brokers who want to simplify success.
Why Do New Mortgage Brokers Struggle With Discovery Calls?
The most common issue I see as a mortgage business coach is that new advisers approach discovery calls like sales calls. They try too hard to “win” the client, talking too much, overexplaining, and sounding desperate.
Clients don’t want to be sold to. They want someone calm, confident, and in control.
The discovery call isn’t about closing. It’s about qualifying. By reframing it as a fit check rather than a pitch, you instantly position yourself as a professional adviser rather than a salesperson.
Confidence is a learned skill. That’s why my FREE 30-Day Mortgage Broker Boost includes daily lessons and exercises that help new brokers build confidence and consistency in their sales process.
How Should a New Mortgage Broker Start the Discovery Call?
The first 60 seconds set the tone for everything that follows.
After a short bit of small talk, take control and set an agenda. This shows leadership, something every successful mortgage broker needs to develop early in their career.
You could say:
“Here’s how today’s call will go. I’ll ask a few questions to understand your goals and situation, we’ll look at what’s possible, and by the end we’ll both know if it makes sense to move forward.”
That short statement demonstrates authority and structure, immediately building trust.
If you’re still working towards your qualification, I recommend Future in Finance for CeMAP training. Use code ASH50 for £50 off any course. It’s the perfect place to start your journey before mastering calls like this.
How Can Mortgage Brokers Build Rapport Quickly and Naturally?
Rapport is everything. It’s how clients decide whether they like and trust you.
Start with the soft facts, the client’s goals, motivations, and feelings around home ownership. Ask questions such as:
What’s inspired you to start looking for a mortgage now?
What’s important to you about this property or move?
What’s been your experience so far?
This part isn’t about numbers; it’s about connection. As a mortgage broker coach, I can tell you the better your listening skills, the faster your business will grow.
If you’re struggling to manage client data efficiently during this stage, tools like Keychain are excellent. They automate fact-finds, document uploads, and medical questionnaires, freeing you to focus on rapport, not admin.
When Should Mortgage Brokers Start Asking the Hard Facts?
Once trust is built, move on to the hard facts, the financial details.
Ask about:
Income type and stability
Deposit amount and source
Current debts or commitments
Desired property price and timeline
This section transitions the conversation from emotional to practical. Be direct but friendly, and explain why you’re asking. Clients appreciate transparency.
“I’ll just grab a few details so I can make sure what we discuss is realistic and relevant to you.”
If you’re automating client journeys, CRMs like Go High Level are incredibly useful. They can store notes, automate follow-ups, and send pre-call questionnaires, making your discovery process smoother and more professional.
When Is the Right Time to Talk About Your Services?
Only after you’ve listened should you start talking about yourself.
This stage should last no longer than ten minutes and focus on the benefits of your process, not just the mortgage itself. Every client already knows they need a mortgage. What they don’t understand is the importance of protection.
You could say:
“My job isn’t just to help you buy a home. It’s to make sure you can keep it, no matter what happens. That’s why protection advice is a key part of my service.”
Positioning protection early sets you apart and increases your long-term income potential. It’s something I cover in depth in my Mortgage Business Mastery Coaching sessions, teaching brokers how to build authority and sell ethically through education, not pressure.
Should You Give Quotes During a Discovery Call?
In short: no.
A discovery call is for qualification, not free research. Giving rates or lender names before engagement only creates extra work and encourages price-shopping.
Instead, focus on securing commitment:
“Based on what you’ve shared, I’m confident I can help. The next step is to start the advice process. Would you like me to send you the onboarding link?”
This is where technology helps again. With Keychain, you can send automated onboarding links, fact-finds, and document requests instantly, keeping your process efficient and professional.
What Tools Can Help Mortgage Brokers Improve Their Discovery Calls?
If you want to scale your career as a mortgage broker, the right systems will save you hours every week.
Here are a few I personally use and recommend:
Keychain – Handles client onboarding and questionnaires.
Go High Level – All-in-one CRM for automation, email, and content.
Calendly – Book calls seamlessly and reduce back-and-forth emails.
Fathom – Record and analyse discovery calls to improve performance.
When combined, these tools allow you to run a fully automated, professional setup that clients enjoy using.
What Mistakes Should New Mortgage Brokers Avoid During Discovery Calls?
Here are five pitfalls that can derail your progress:
Talking too much about yourself. Clients care about their story first.
Quoting rates too early. Don’t do unpaid research before commitment.
Skipping the agenda. Lack of structure looks unprofessional.
Avoiding protection. Introduce it early in your process.
Sounding desperate. Confidence builds authority, not eagerness.
Each of these can be fixed with simple structure, something I teach step-by-step in the New Broker Success Framework course.
How Do Strong Discovery Calls Grow a Mortgage Broker’s Career?
Discovery calls are where sustainable growth begins.
When clients feel understood, they stay loyal and refer others. That’s how top brokers grow, not through gimmicks, but through consistent systems and great client experiences.
If you want to build long-term stability and scalability in your career as a mortgage broker, focus on mastering these early client conversations. Every interaction is a chance to create a future referral.
What’s the Step-by-Step Framework for Running a Successful Discovery Call?
Here’s the structure I teach in my mortgage broker coaching programmes:
Set the agenda and outline what will happen during the call.
Build rapport by focusing on their goals and motivations.
Gather facts by moving from soft facts to hard facts naturally.
Present your service concisely and highlight protection.
Close with confidence and move to onboarding.
Repeat this structure until it becomes second nature. The best advisers don’t wing it; they follow systems that consistently work.
How Does Discovery Call Mastery Shape a Long-Term Career as a Mortgage Broker?
Your career as a mortgage broker depends on how well you handle people. The discovery call is where you prove you’re more than just a rate-finder; you’re a trusted adviser.
When you build structure, stay calm, and focus on fit rather than selling, you create better outcomes for clients and your business.
If you’re serious about mastering the art of being a mortgage broker, take advantage of the resources available to you:
Resources for Mortgage Brokers
FREE 30-Day Mortgage Broker Boost – 30 emails and videos packed with quick wins.
New Broker Success Framework – Your roadmap from CeMAP to a sustainable career.
Get CeMAP Qualified with Future in Finance – Use code ASH50 for £50 off.
Keychain AI Onboarding – Automate client onboarding and fact-finds.
Go High Level CRM – Manage your funnels and content in one place.
1:1 Coaching with Me – Build your lifestyle-driven mortgage business with the Mortgage Business Mastery System.
Affiliate Disclaimer: Some links above are affiliate links, which means I may earn a small commission if you choose to purchase through them at no additional cost to you. I only recommend tools and services I personally use and trust.
