Introduction to Credit Control

CONTENTS

Introduction and Objectives

• Candidates should give their current level of credit.
• Experience and knowledge.
• Objectives of the day explored and explained.

Part One - What is Consumer Credit Control?

• Why have credit control?
• The role and responsibilities of credit control.
• How the credit function fits into the bigger picture.
• Business objectives and the importance of cash flow.
• The ideal credit controller.

Part Two - Measuring Credit Control and Individual Performance

• DSO/Debtor Days.
• Aged Debt.
• Goals, targets and priorities.
• Monitoring performance and effectiveness.
• Measuring cash and cash flow.

Part Three - Collecting Debt

The Call

• Collection tools available.
• Collection strategies.
• Call planning.
• Successful telephone calls.
• Getting to the decision maker.
• Managing the collection process.
• Escalation techniques.

Reasons for non payment

a) Excuses - Dealing with excuses.
b) Reasons - Handling queries and issues.

Part Four - Communication

• Relationships with your customers.
• Relationships with sales and sales administration.
• Conflicting priorities.
• Handling conflict.

Part Five - Time Management

• Managing your day.
• Priorities.
• Meeting commitments.
• Being effective.

Part Six - Pre Sale Activity

• The need for credit limits.
• Credit vetting.
• Using agencies.
• Getting results.

Part Seven - Other Matters

• Retention of Title.
• Legal collections appreciation.