Transitioning to the Payment Arrangement:
- Collectors must learn how to direct the customer’s attention toward payment
- A transition statement can be used to link the solution with a desire the customer has expressed
- Emphasize the use of voice tone to convey to the customer an interest in helping resolve the situation: and do not compromise
Handling Objections:
- An objection takes many forms, but is almost always either a stalling technique or a subtle request for more information; and
- Approach this stage of the call as a salesperson selling the merits of resolving the account
Closing the Call:
- Always closing the call with help avoid confusion and excuses later
- A proper closure ensures that the collector and the customer are agreeing to exactly the same things
- The collector simply summarizes the terms of the payment arrangement, obtains the customer’s commitment to the arrangement and thanks the customer for his/her commitment
Follow-up:
- Collectors must understand that an account is not current until the overdue amount is received
- Follow-ups should include keeping a detailed record of payment arrangements, prompt file updates so another collector can handle the account and immediate callback if a deadline is not met.