Essential Telephone Collection Techniques

Course review:

Essential Principles

What is Credit?

Partnership and the trading relationship

What are our overall objectives?

How important is our role?

The Contract and what we mean by our payment terms

Disadvantages and Advantages of the telephone

Psychology of Collections

Selling the need to pay

Attitudes – I’m OK, you’re OK

Behaviour - Adult, Parent, Child

Assertiveness – what is it?

Personality - Comfort Zones

Dealing with angry people

Some handy tips

The Telephone as Part of the Collection Campaign

Different call types

Call Structure

The five stages in a good telephone call

Preparation; Building rapport; Asking for the money;

Closing the Call; Follow up

Controlling the call

Dealing with Difficult Debts and Excuses

Bureaucracy

Invoice queries and disputes

Cash Flow Problems

Evasive, don’t want to pay

Putting it into Practice with Words and Phrases to Avoid or Use

Negotiating a Good Result

Summary and Action Plans