Complete works of loanwords

[Word 1- simple and clear]

Guest: Hello, where is it?

Credit Manager: Hello, we are loan officers of xx Loan Company. Need cash flow recently?

Guest: No need.

Credit Manager: Never mind. You can spend two minutes learning about our loan products. Can you come in handy if you need it in the future?

Speech skills 23354 friend recommendation method

Clerk: Hello, is this General Manager Wang?

Customer: Yes, who are you?

Clerk: Hello, General Manager Wang. This is Xiao Li from xx Loan Company. It was your friend Zhao Zong who told me that you might need funds recently. It happened that he borrowed money from us recently, so I will contact him. I want to know when you need funds here!

Client: General Manager Wang? Which manager Wang? I don't know!

C: Huh? He hasn't told you yet? I guess he's too busy recently to talk to you! He's not in a hurry, I'm in a hurry first! I'm sorry!

Guest: Never mind!

C: Now that the phone call has been made, let me briefly introduce our products to you. It won't take long. Is it convenient for you?

Verbal humor method

Clerk: Hello, is this General Manager Wang?

Guest: Who is it? Do you need any help? )

Clerk: Mr. Wang, I brought you money!

Guest: Oh? What money will you send?

Clerk: I'm Xiao Li, the loan officer of xx Loan Company. We specialize in unsecured credit loans. You can borrow up to 500 thousand, and you can lend money in about three days If you need funds recently, you can come to our side!

Customer: Didn't you say you sent money?

Clerk: The loan bears interest, but I can treat you to dinner for free!

[Word 4- Pretend to be familiar with the method]

Clerk: Good morning, Mr. Wang!

Guest: Who is it? what can I do for you?

Clerk: I'm Xiao Li from xx Company. I had contact with you some time ago and talked to you about the loan! Do you remember?

Customer: Why don't I remember?

Clerk: Mr. Wang, you must be very busy recently! This is Xiao Li from xx Company. Our company specializes in unsecured credit loans, which can be repaid within 500 thousand in three days! This time, I should be impressed!

Two. Introduction of loan products

Applying conditional words

Customer: What conditions do you need to handle it?

Credit Manager: Requirements: As long as you are 22-60 years old, have a good credit record, have a stable job in the local area, have a stable job income in the last 6 months, and so on, you can handle it. (according to different products of different companies)

Customer: How to deal with it?

Credit Manager: Excuse me, teacher/madam. I don't know much about your personal situation, so I can't judge at present. Can I ask you some simple questions?

Do you work or run your own business? Is the monthly salary paid by credit card or cash? Does the monthly amount of the card exceed 2500 yuan? If you find gold, is there more than 2500 yuan in the monthly savings card? Do you have social security and provident fund? Do you have a one-year business license? Are you a legal person or a shareholder? If it is a shareholder, does it account for more than 20% of the shares in the capital verification report? What is the monthly income of personal savings account and enterprise legal person account? )

Have you ever handled a credit card, mortgage loan, car loan or other types of bank loans before? Is the repayment on time? Is it overdue for more than 3 months? (The bank has loans overdue for more than 5 times, and the credit card is overdue 10 times or more? How much is the bank currently responsible for? )

Do you own or rent the house you live in now? In my own words, is the house fully produced or mortgaged? Have you handled the real estate license? Is the real estate license handled in my own name or in my lover's name? This is a rental. Is the lease contract still there? Do you pay the utilities yourself? )

Customer: What materials do you need to prepare if you want to do it?

Credit Manager: Required materials: According to your basic information, you may need XXXX materials, just copies of relevant materials. I will send you the relevant information and the address of our company by SMS later.

If you don't understand anything when preparing the materials, feel free to come to me. I will try my best to cooperate with you, which will save you time and let you prepare all the materials at once.

loan limit

Customer: How much can I do?

Credit Manager: Your credit limit is closely related to your credit status, responsibilities and corresponding financial certificates. At present, I have a general understanding of your personal situation, and the specific details need to be reflected in the written materials you provide later.

Customer: I don't want to make a small batch, and I won't do it for less than XX thousand.

Credit Manager: Without the final approval, I can't guarantee what kind of limit you can reach. This is irresponsible and unrealistic. But I will try my best to help you get the amount you expect. Of course, you have to cooperate with me and provide as many relevant materials as possible. The final amount will be determined according to the materials you submitted and your qualifications! This is your first time to cooperate with our company. If it is successfully handled in our company, the amount will increase greatly in the future!

On the question of interest

Customer: How much is your interest? How long can I keep it and how can I pay it back?

Credit Manager: Our comprehensive financial expenses are xx, and there are no other extra expenses. Our term is x-xx months, and our repayment method is the same as housing mortgage, with equal principal and interest.

Customer: If I borrow money, what's the interest?

Credit Manager: The average work unit or enterprise legal person is between xx, and everyone's credit status and assets and liabilities are different. Our telephone call back to verify the information will also have an impact, so I can only tell you exactly after our approval is successful.

Customer: Why is your interest rate so high?

Guest: I see what you mean, Mr. Wang.

After all, making money is not easy. If I were you, I would also like to lower the interest rate, but after all, we are unsecured and unsecured, and the cost of capital is high. We have to take a lot of risks. There is another one. At present, the loan interest on the market is transparent, and the fees charged by various loan companies are actually similar. I think you should know something before! Even if some platforms say that the fees are very low at first, other fees may be added later. On the whole, the comprehensive cost of credit loans is roughly the same.

Lending time speech

Customer: How long will it take to succeed?

Credit Manager: It will take 3-5 working days to get the results after you have completed your materials. If it comes to Saturday and Sunday, it may be delayed for 2 days. I suggest that you get ready two weeks before you need the money, so that you will not be in a hurry.

Customer: OK, I'll take care of it when necessary!

Third, different types of loan promotion words

House mortgage speech

Customer: I want to borrow some money. How to charge interest?

Me: How much do you want to borrow? How long has it been?

Client: 500,000 yuan, half a year.

Me: Do you have a mortgage?

Customer: You said interest comes first?

Me: Well, we need to know the market value of your collateral before we can determine the interest. Like a house.

Customer: Oh, I have a house worth 1 tens of thousands.

Me: What is the purpose of your loan?

Customer: Now a batch of loans are under pressure and need capital turnover.

Me: What about repayment ability?

Customer: My goods will arrive in three months.

Me: I need you to provide a contract for the purchase and sale of goods.

Guest: OK.

Me: Please provide some information first. We need to determine the market value of the house after reading it. Such as: original property, if

You need to separate the real estate license from the land use certificate, your ID card, household registration book and marriage.

Proof (or divorce certificate, divorce certificate, single certificate), need to provide a guaranteed residence (to ensure residence

That's where your other houses or relatives and friends can provide you with shelter. Make sure that the people who live there will provide you with shelter.

Real estate books, as well as your company's recent business license, organization code certificate, tax registration certificate, nearly six

Last month's bank flow.

Customer: It's too much trouble.

Me: Actually, on the one hand, these procedures require you to be responsible as our borrowing customer, and we also

Need to be responsible to the lender. The stricter the procedure, the greater the protection for both parties.

Guest: ok, I'll go back and prepare. How soon can I get the loan?

Me: If there is no problem in the audit, the loan can be released in 3 days according to the procedure1-.

Customer: I need it urgently. Please a little faster.

Me: Don't worry, we will. Wait until we call you.

Guest: OK.

unsecured/fiduciary loan

For office workers, civil servants, enterprises and so on

Customer: I want to get a loan and let my friend's civil servant guarantee it for me.

Me: How much did you borrow? How long will it take? What is the purpose of the loan?

Customer: xx million, xx months, capital turnover.

Me: What do you do?

Customer: do xxx

Customer: Do a good job of this batch of xx and pay it back with the sales income.

Me: I need your work unit to provide proof of employment and salary.

Guest: No problem!

Me: OK, please provide the guarantor's work certificate and salary certificate, as well as the bank flow of the salary card account in the last six months. We also need his ID card and household registration book. We need to determine the amount that the guarantor can guarantee for you according to his salary. You should provide your ID card, household registration book, marriage certificate, business license and organization code certificate of furniture factory, tax registration certificate and house sales contract. You can send the materials to our company's mailbox first. We will give you an answer as soon as possible after the audit.

Guest: OK, please check it as soon as possible. I am in a hurry to borrow money.

Me: OK, please rest assured that I will get back to you as soon as possible.

P2p voice

Customer: Hello, I read (online, SMS, business card) that you can get a loan here, right?

Manager: Yes, unsecured credit loans.

Customer: How did you get the loan?

Credit Manager: As long as your personal credit record and work income are ok, our platform will review and approve the loan for you! Are you in business or at work?

Customer: Is there a difference?

Credit manager: If you are on-the-job, then the salary is required from the bank, and you must work formally for more than 3 months! If you are in business. The business license will take more than one year!

Customer: Oh, I work (or do business). What is a credit report?

Credit Manager: The credit report is integrated by major banks into the People's Bank of China, which is the integration of your credit record! Mainly record your credit card, car loan and mortgage. Are there any bad records or a large number of overdue? If you have a bad record, no matter how good your other information is, we can't allocate funds! We are doing credit loans! How much do you want?

Guest: About 50,000 yuan.

Credit Manager: Do you have any real estate at present? The real estate is just a financial proof that you are stable and don't need to provide a mortgage. We need to see your original and copy, so we can increase the quota.

Guest: Yes!

Customer: What's your interest rate?

Credit Manager: According to the customer's conditions, the repayment interest rate (2.2% for enterprises and institutions and 2.50% for legal persons) is equal installment repayment of principal plus interest, similar to bank mortgage. For example, the amount you apply for is 10000 yuan, the repayment period is 10 months, and the principal part of each month is 10. (When introducing fees and repayment methods, the simplest way is needed to make it easy for customers to understand)

Guest: It's a little high. Can you lower it?

Credit Manager: That's impossible. We are a regular company. It's company policy. Every customer is the same.

Customer: What information do I need to provide?

Credit manager: the information is very simple, just need you to provide it?

Customer: Oh, I'll go back and prepare this.

Credit Manager: OK, please feel free to contact me if you need help. My family name is *. May I have your name , please?

Customer: My surname is *, so I want 300,000 yuan. Can you approve it?

Credit manager: I believe you are absolutely capable of repaying this piece, but our company can only grant you funds according to the information you submitted, and I will definitely try my best to apply from a high amount!

Customer: Oh, that's great!

Credit Manager: Sir/Madam * *, I will send you the address of our company and my contact information, as well as the information you need to prepare. Please check it! Call me when these materials are ready, and just come to the company to fill out a form!

Customer: How long will it take to approve the loan?

Credit Manager: In general, we will complete the approval within 1-3 working days.

Customer: OK, I'll call you when I'm ready.

Four, rookie loan marketing words

The sales speech of telephone loan is actually similar to other sales speech, but your product is a loan, which is an effective marketing to find the target customer, so we know that the sales speech of telephone loan can only be designed by changing the product, so please use the following speech comprehensively:

If the customer says, "I don't have time!"

Then the loan officer should say, "I understand. I never have enough time. But in just three minutes, you will believe that this is absolutely important to you.

If the customer says, "I'm not available now!" "

The loan officer should say, "since you are busy now, I won't bother you for the time being." Is Monday morning or Tuesday afternoon convenient for you? " I'll contact you then! "

If the customer says, "Please send me the information."

If the customer says, "I have a lot of money and don't need a loan"

Then the loan officer should say: "At first glance, he is a person with an investment mind. It should be fun for a rich man like you to use Qian Shengqian! " ! I have met several rich people like you, but they will still create more wealth through loans! "

If the customer says, "I want to make a decision, I have to discuss it with my family first!" " "

Then the loan officer should say, "I totally understand, sir. When can we talk to your partner? "

If the customer says, "We will contact you again!"

Then the loan officer should say, "Sir, maybe you don't have much intention at present, but I'm still glad to let you know more about our products, which may be of great help to you in the future!"

If the customer says, "Say it or sell something?" Then the salesman should say, "of course I really want to sell you something, but I will only sell it to you if it can bring you something you think is worth looking forward to." Can we discuss and study this problem together? I'll see you next Monday? Or do you think it's better for me to come over on Friday? "

If the customer says, "I'll think about it and call you if necessary!" " "

Then the loan officer should say, "Welcome to call, sir. Do you think it will be easier? " ? Shall I call you later on Wednesday afternoon, or do you think Thursday morning is better? "

V. Screening words for loan customers

Microfinance officer: Have you ever borrowed money from a bank? Such as credit cards, mortgages or car loans.

* (If not, do you need to investigate the credit history before deciding whether it meets our requirements, because some people may be using credit cards or quasi-credit cards, but they don't know)

* (If yes, keep asking questions)

Microfinance officer: What about your repayment?

* (According to the screening conditions of credit records, preliminarily estimate the credit information of loan customers to determine whether it meets our requirements. Generally speaking, people who have more than three credit cards are likely to have too much debt, which can be judged by asking whether they are all in use. )

* (If they are roughly the same, keep asking questions and praise "You are a man of your word" appropriately)

Microfinance officer: How long have you lived in * *?

* (According to the relevant rules, you must live in the local area for more than 6 months before you can apply)

Microfinance officer: How old are you? (Compliments can be used appropriately in images)

Microfinance officer: Do you work or run a company?

A. loan customer: working in the unit.

Microfinance officer: How long have you been working in your current unit?

* (According to the relevant rules, the salaried person must work in the current unit for more than 6 months. Those who have worked for more than three years can use compliments appropriately)

Microfinance officer: What's your monthly income?

* (According to relevant regulations, the average monthly income of working class must be above 3,000 yuan)

Microfinance officer: Is the salary paid by the bank or in cash?

* (If it is issued by a bank, the income of the loan customer group paid by online banking is highly credible when entering the next stage).

* (If the payment is in cash, continue to ask questions)

Microfinance officer: Do you have a deposit habit? Have you made any deposits or withdrawals in the bank in the past three months? How much is it on average for three months?

* (If yes, the average amount is more than 3,000 yuan, go to the next link)

* (If not, ask his relatives and friends if it is necessary to come and try)

B. Loan customer: start your own company.

Microfinance officer: What does your company mainly do?

Compliments can be used appropriately here, such as: young and promising, successful career, etc. )

* (compared with "promotion of this industry is not recommended")

Microfinance officer: How long has your company been registered?

* (According to the relevant rules, the privately-owned company must have a business license and the operating time must reach 1 year).

Microfinance officer: Do your company and individual funds flow through the bank?

* (If it is a bank transfer, please go to the next link)

* (If it is not, it does not meet the recent relevant regulations)

Microfinance officer: How big is your funding gap? (Please estimate the loanable amount of loan customers according to relevant regulations. If you can't meet the needs of loan customers, please refer to objection handling to reduce overdue. )

Loan customer: * * yuan.

Microfinance officer: OK, I have a general idea of your situation. Now I will explain the cost to you. * * products can be purchased. For example, if you borrow 1 10,000 yuan and pay it back in 24 installments (36 installments), each installment should pay back * * yuan including guarantee fee and interest (including guarantee fee * * yuan and bank interest * * yuan). )

Microfinance officer: Do you have any local property? (The relative passing rate of owner's loan is relatively high)

* (If yes, you can remind the loan customer to bring the real estate license when handling the business, so that the company can have a more comprehensive understanding of the financial situation of the loan customer, thus improving the pass rate. )

Six, loan objection handling words

1. Loan customer: Your procedures are too complicated!

Microfinance officer: I know what you think, but have you ever applied for a loan at a bank or pawnshop? As far as I know, they need to provide mortgage materials, notarized assets, etc. It is impossible to lend money without half a month. Compared with ours, the procedure here is simpler. As long as the information we told you is ready, the loan will be released within 3 days at the earliest (specifically according to the local loan prescription).

Specific analysis:

Angle 1: Common sense analysis

Microfinance officer: I know what you think, but we don't need a mortgage. We only need four materials. I have an ID card and a work permit, and the company can open one. There is always a utility/rental contract, that is, I have to go to the bank to do it. (There are four requirements for standard materials, but it is not excluded that additional materials need to be provided due to factors such as the occupation of loan customers or store regulations).

Recognition-this is the most basic. Proof of work income-it proves that you have a stable job and a stable income, and it also proves that you have enough repayment ability, so that we can help you handle the loan formalities faster. When others borrow money from you, you will only borrow money if others are able to repay it, right? Address proof-you can consider it from the lender's point of view. If you lend money to another person, you must know where he lives. So our four materials are already the most basic and simple.

Private owners and non-private owners of self-employed households.

2, loan customers: it is much easier to apply for a credit card than you, and the interest is low!

Microfinance officer: Do you need this money urgently? It usually takes one month to apply for a credit card, and the use cycle of funds is relatively short. The bank's quota approval will also be relatively cautious. Once the final repayment date cannot be repaid in time, there will be a high penalty interest every day, and you will incur additional expenses. If the overdraft amount is too large, it can't be repaid in the end, and it may also suffer legal risks. The risk is still very high.

3. Loan customer: Your handling fee is too high, which is simply usury!

Microfinance officer: At present, banks generally do not handle unsecured and unsecured microfinance. Compared with guarantee companies and pawn shops, our fees are much lower. Generally, the monthly guarantee rate of guarantee companies reaches 3%, and some companies have to charge an additional assessment fee and need mortgage guarantee. As for usury, it is even harder to compare with us. The key to high interest rate is to threaten our personal safety. If there is really no way, who will ask them for a loan!

Specific analysis:

(1) As for the cost, it means that the product is based on reasonable cost and pricing.

Microfinance officer: sir/madam, what we do is unsecured, helping loan customers to obtain funds conveniently and quickly. The risk is high, and the product rate needs to match the risk, so the cost is slightly higher than that of secured and mortgaged banks. Some people say that our products are low in cost, and many people who borrow usury and underground money houses are surprised to say: Ah! Your product cost is so low!

(2) Analogy-Comparing the monthly expenditure with the common expenditure items in life, reducing the feeling of high rates and improving the acceptance of loan customers.

Microfinance officer: Look, sir/madam, your monthly expenses are * * * yuan, which is actually equivalent to your expenses of smoking * packs of cigarettes or getting together with friends twice a month. Saving these flexible expenses is not very cost-effective, but can it help you solve big problems?

(3) Draw a blueprint-explain that the benefits and effects of the loan customers after obtaining the loan are worthwhile compared with the costs paid.

Microfinance officer: Sir/Miss, imagine that if you get this fund, your quality of life will be improved immediately, you can enjoy * * in advance, you can buy * * consumer goods immediately to meet the demand of * *, you can immediately solve the urgent medical expenses, relieve the huge psychological pressure and tide over the temporary difficulties; Otherwise, you will still be very passive. Compared with what you have paid, it is still worth it.

(4) Focus on the future credit qualification-it shows that obtaining the loan provided by this product is a strong proof of the credit qualification of the loan customer, which is very valuable for maintaining and improving its credit rating in the future.

(5) Example comparison

Microfinance officer: Hello, sir/madam! The interest you know should be the standard interest published by banks with mortgages! When the bank gives you a loan, you need to mortgage your property. For example, if you have a property of 6,543,800 yuan, which is mortgaged to the bank, and the bank gives you 800,000 yuan, you need to pay interest to the bank every year. We got you an unsecured loan. You only need to provide a simple qualification certificate to prove that you have the ability to repay. The risk is directly proportional to the cost, and there is no need to mortgage any assets. The cost is definitely higher than that of the bank! And our loan customers are closer to the public. For the bank's microfinance business, our pass rate is much higher than that of banks, more than 50%.

(6) Industry practice

Microfinance officer: Hello, sir/madam! The cost of our products is definitely higher than that of mortgage loans; You should also know that risks and benefits are directly proportional. You can also check the interest rates of similar loans in the world online. As far as I know, the longest unsecured loan in the United States has been made for decades, and now the interest rate is still above 45%, and it is higher in Europe, as high as 60%. Even in the Asia-Pacific region near China, it is 40%, and so is South Korea. Our domestic business has just started, and the cost is 65,400 lower than that of similar foreign products.

4. Loan customer: Can I repay the loan in advance? How is the fee calculated if it is returned in advance?

Microfinance officer: You can repay the loan in advance, and the interest is calculated according to the month you use it. We will charge a certain handling fee then, and our customer service staff will give you a detailed answer. For example, a loan of 10000 yuan is divided into 36 installments, and repayment in advance after 12 installments only needs about * * yuan.

5. Loan customer: Your approval amount is too low!

Microfinance officer: the amount of approval is determined according to your personal situation. Of course, because this is the first cooperation, the amount may not meet your requirements, but in any case, after solving some financial difficulties, the rest will be easier to solve. In addition, if you need it next time, and the repayment record is good, then our quota will increase accordingly.

6. Loan customer: According to my situation, what is the approval amount?

Microfinance officer: the amount of approval is determined according to your personal situation, such as your monthly income, credit history and so on, so I can't guess and promise the amount, which is also responsible for you. The more complete the information you provide us, the higher the quota.

7. Loan customer: I don't need it now.

Focus: ask questions and find out the real reason. If it is really unnecessary for the time being, invite an introduction. Note: Whether the loan customer needs it or not, design his loan plan information according to his situation and send it to him.

Microfinance officer: Do you think our fees are too high? (hit the nail on the head, understand the real reason, then explain and promote)

Loan customers who really don't need it for the time being:

Microfinance officer: OK, if your relatives and friends ask you for money, and you feel embarrassed, you can recommend our products to them. If there is any urgent need in the future, you can also call me and follow the contact information on the business card.

8. Loan customer: Can your interest be less?

Microfinance officer: I'm sorry, sir/madam. Our company's fees were uniformly stipulated during the first cooperation, and there is nothing we can do, but we can help you apply for fee reduction and exemption according to your repayment situation when you apply for the second time!

9. Lending customers: You charge so much, I think it's better to find a friend to find a way to borrow money.

(1) Maintain dignity: What you said, sir/madam, is that if that can be done, it would be great. However, as the saying goes, "a friendship between gentlemen is as light as water", once money is involved between friends, friendship will easily go sour. Now in this society, everyone has a good face and wants to maintain their dignity. They can try not to talk to their friends. Besides, if a friend stumbles and refuses to borrow such a large sum of money suddenly, it will be even worse for everyone. And you don't owe anyone to handle our products, and your dignity remains the same. If all your documents are here, do you think I can make an appointment for you now?

(2) Privacy protection: Our company is a formal organization, and taking strict information security measures to protect your privacy will not bring you any trouble.

10, loan customer: What's the difference between you and a credit card?

(1) specific time limit: it takes you 1-2 months to apply for a credit card. By applying for Ping An Easy Loan Insurance, it only takes * days at the earliest (according to the local lending time limit).

(2) Specific use function: The significance of credit card is to stimulate our consumption. It requires a certain handling fee to withdraw cash, and the withdrawal amount is not high. The interest is calculated at 0.5 ‰ per day, with compound interest. We will directly transfer your money to your debit card for your free disposal.

(3) Specific charging methods and use risks: it is illegal to cash out credit cards, collect existing handling fees and compound interest on a daily or monthly basis. I believe you will also feel that this way of making money is not worth the loss!

(4) Comparative nature: credit card overdraft, malicious overdraft and a large amount, may be investigated for legal responsibility. We got you a loan of 1- 1.5 million yuan, with flexible term and short approval time. The limit will be higher than that of credit cards, and in terms of application, credit cards need 1-2 months, while we only need * days at the earliest (according to the local loan prescription).

1 1. loan customer: what's the difference between you and loan sharks/guarantee companies/pawns/bank loans?

Idea: Shop around-compare the differences between Jieyue Credit and other financing forms, so that loan customers can realize that Jieyue Credit is the only financing method for target loan customers, and let target loan customers choose this product from the comparison.

Microfinance officer: Sir/Miss, as the saying goes, you are afraid to shop around if you don't know the goods. I'm sure you've considered other capital turnover channels before, so you might as well compare them. In our city of * *,

(1) usury/underground money houses are illegal. In our city, we have to charge at least * points of interest, which is much higher than our expenses. The principal and interest must be paid in one lump sum. In case the repayment cannot be made in time due to temporary turnover, it will be calculated according to the interest rate, and even accompanied by the potential threat of illegal collection.

(2) Besides, pawn shops or other guarantee companies need mortgage guarantee, and the approval is very strict, so it is not so easy to get money.

You know this bank well. Personal loans have high qualification requirements and strict examination and approval. It may not be approved for a few weeks. Moreover, at present, domestic banks mainly serve large institutions and middle and high-end people, and the service system for ordinary people is very insufficient. At present, the products of the * * bank * * microfinance company in this city mainly face the * * class of people, who require credit qualifications and procedures, and people with general conditions rarely meet them.

12, loan customer: I can apply for 12 installment without 24/36 installment.

Microfinance officer: Sir/Madam, if the installment is 24/36, the monthly repayment pressure will be small and the capital utilization rate will be high. Or: According to your income and liabilities, 12 installment repayment pressure is too great.