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Training Programmes - Selling Suite
Debt Collections Skills (By Phone)
Cash flow is an important aspect of any business. This programme will focus on implementing and actioning the recovery of outstanding debts/accounts owing to your business. It will provide those staff responsible for this task with the appropriate knowledge and skills so that they can be more proactive and effective in collection activities.
This programme is ideal for
Collection agents, anyone who has issued an invoice on behalf on their employer, anybody who is owed money from a customer who has not paid within agreed trading terms
Programme deliverables
• After attending this programme participants will
• Improve your cash flow
• Reduce your level of arrears and bad debts
• Increase their level of collections activity on the phone
• Increase direct debit conversions
• Improve the quality of your data
• Maintain customer service reputation
Content
Collection Essentials
• Credit Policies/Procedures
• Business Rules and Guidelines.
• Invoicing essentials
• Phone or write?
The Strategies
• Knowing what questions to ask
• Spotting the problem areas
• Resolving disputes amicably
• Getting everyone in your business to take ownership
The Telephone Call
• Developing a telephone voice
• Refining listening skills
• Avoiding communication gaffes
• Managing the emotional side
• Preparing the pre-call plan
• Making the opening statement
• Asking questions with precision
• Making the transition to the payment arrangement
• Handling objections
• Closing the call
Additional information
• Recording equipment will be used for simulation and feedback
• A workbook will support the programme