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: £327 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:

11 Jul 2017
Nottingham
12 Jul 2017
Manchester
13 Jul 2017
Reading
18 Jul 2017
Southampton
19 Jul 2017
Birmingham
20 Jul 2017
London
19 Sep 2017
London
20 Sep 2017
Nottingham
21 Sep 2017
Birmingham
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