Further Details
Is it right for me?
Suitable for new and recently appointed credit controllers, and any staff who are new to the role of collecting outstanding trade debts on the telephone.
What will I learn?
By the end of this course you will be able to:
Recognise the importance of your role in the business.
Use a well organised approach to every stage of a collections call, from initial preparation through to follow-up actions.
Recognise the importance of good verbal and vocal skills on the telephone and the impact it has on your success.
Make well-managed collections calls with greater confidence.
Recognise when customers are seeking to avoid payment.
Use some basic techniques to overcome excuses.
Get a payment commitment from every call.
What will it cover?
The Role of the Credit Controller
Why good credit control is important to every business
Credit policy and how it affects telephone collections
Skills of the successful collector
The Key Steps to a Successful Call
Preparation
Opening and first impressions
Establishing the facts
Negotiating
Securing a payment promise
Close and follow-up
Communicating on the Telephone
Communicating and listening skills
The art of questioning
Getting your message across
Persuading Customers to Pay
Building relationships with customers
Getting to the decision maker
Negotiating and persuading tactics
Overcoming fear of asking for payment
Getting the right balance between rapport and assertiveness
Overcoming Excuses
Handling queries
Recognising excuses and delaying tactics
Providing solutions to non-payment
Taking follow-up action
Guide price
£479 + vat |
