Not so much of using a script as gaining their trust. Building a repour with the person. I ask several probing questions to get me the info. Most of the time this is gained on the second contact. But you have to gauge each conversation and when to approach.
I'll start with asking them to tell me about their situation. Most will unload on you. I let them get it out and then go back to touch on notes I jotted down while they were talking. If they don't touch on it, I'll ask, "how long they've owned the home?" Then lead into how many payments are behind? sometimes they will say none, sometimes they say "umm I believe around 2 now" etc.
Then I lead with what is your current monthly payment? (from this and length owned you can get a good indication of approx balance) Then I flat out ask "what is the balance owned on the mortgage?" Alot of times I just get it. Sometimes I get "You don't need to know that" or "I don't see why that matters". I say, "You are right Mr. Seller (?name?), it is none of my business. But since in most cases it is simply a matter of public record, you'd be saving me time of visiting the courthouse. Right now I am simply on a fact finding mission. I'm trying to gather as much information as possible to assist me in finding out the best way I may be able to help you." Sometimes they say o.k. and tell me, if not then I say, "So do you currently owe more or less than $100k?" (or whatever your # is) They respond "it's a little less than $100k." I say, "is it more than $80k?" This can go on a few times, but they will end up saying "I owe $87,538.12" LOL
You can get just about anything you want if you know how to ask.
It's about establishing a relationship. If you dive on first contact and say, "Hello, what's your name, address, how much do you owe?" probably not going to get it. lol
Be hard on the problem, easy on the people!
Jen