Cash Collection by Phone Best Practice

In the same way that sales people are in competition for business, credit controllers are in competition for cash. The telephone is a powerful tool for cash collection, but only when you have the skills to maximise its potential. This dynamic and interactive course enables delegates to use the phone as a weapon of mass persuasion, turning reasons for non payment into payment and helping you improve payments from all types of customers.

Cost: £297 plus VAT per delegate – including course notes, attendance certificate, lunch and refreshments.


Course Content

Course Objectives

  • Break through the barriers that block payment and hold up cash
  • Knowing your customers and planning your collections strategy
  • Using influencing factors to persuade customers to pay sooner
  • Closing calls feeling confident you will be paid

Course Content

  • Understanding the importance of your role
  • Communication and behaviours that get results
  • Strategies for successful collection
  • Switching on to your customer
  • Different approaches for different customer types
  • Influencing customers to pay
  • Tactics for negotiation
  • Asking the right questions
  • Developing persuasive skills
  • Overcoming reasons for non-payment
  • Improving payments from large, powerful customers
  • Improving negotiation skills
  • Breaking negotiation deadlocks
  • Stressing the benefits of paying
  • Taking away the reasons not to pay

Closing the Call

  • Reaching agreement
  • Following up effectively
  • Educating customers to your terms
  • Improving future payments

Areas of Difficulty

  • Persuading difficult people to do what you want
  • Dealing with other situations and challenges you find difficult

Course Designed For

Anyone selling goods or providing services on credit involved in telephoning customers for payment or who manages a team of people involved in collecting payments from debtors.

Course Duration

One Day

Dates & Venues:

13 Sep 2017
Southampton
19 Sep 2017
Nottingham
20 Sep 2017
Birmingham
21 Sep 2017
London
7 Nov 2017
Reading
8 Nov 2017
Manchester
14 Nov 2017
Newcastle
15 Nov 2017
Leeds
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