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Cash Collection by Phone for Commercial Credit

Can you imagine your sales people not being thoroughly trained in the latest techniques for securing new orders? This course is designed to train your collections staff in the latest techniques to secure payment from your customers and encourage them to pay you sooner. Testimony that it works comes from the many delegates who have already attended. Some quotes from hundreds of unsolicited letters and e-mails received for our training excellence appear below and we are happy for you to put us to the test. We guarantee you will be glad you attended.

Benefits of attending this course

  • You will know how to handle and overcome virtually any non payment excuse
  • You will find out how to stress the benefits of payment rather than the consequences of non payment
  • You will learn how to ask questions differently to others
  • You will learn powerful key words and phrases to make your collection efforts work
  • You will know how to persuade customers to pay without sacrificing goodwill
  • You will improve your cash collection performance

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 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

Getting to Payment

  • Strategies for successful collection
  • Getting through and speaking to the right person
  • Switching on to the person you are dealing with
  • Different approaches for different customer types
  • Influencing customers in different situations
  • Asking questions differently to others telephoning for payment
  • Using phrases and statements that get you on side
  • Developing negotiation and persuasive skills
  • Overcoming excuses, objections and reasons for non payment
  • Breaking negotiation deadlocks
  • Stressing the benefits of paying
  • Taking away the reasons not to pay
  • Using the consequences of non-payment to your advantage

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
  • Influencing others to deal with queries that delay payment
  • Dealing with other situations and problems you find difficult

In-House Training

If you have a team of people in your credit department, we can present a variety of training courses for you at your premises, including training for Sales People - Maximising Sales while Minimising Risk.

Private training is geared to your specific needs by us spending time with you beforehand carrying out pre-course consultancy and your delegates completing questionnaires. We can also adapt our training courses to suit people involved in the Consumer Credit Industry.

"The training was fantastic. It certainly raised issues/techniques that we had not considered in the past."
Panayiotis Koullas - XLN Telecom

"I thought it would be nice to give you some fantastic feedback from your session. The guys absolutely loved it and came back brimming and full of excitement and anticipation on what they learnt and what they want to change.They couldn’t give you enough praise."
Chris Roberts - British Gas Business

"Thanks for a wonderful, informative day.You most definitely made an impact, as I could hear people still discussing the events today"
Liza Sharratt - O2 SME Business Collections

"Pete Gilbert and I attended the Cash Collection by Phone course and were impressed by the way Steve Savva ran the day. It makes a nice change to be trained by someone who has personal experiences to share with delegates."
Gerald Barton - Lloyds Pharmacy

"Sally, I was very impressed yesterday with the enthusiasm Steve has for Credit Management. From what I saw and heard, I have asked for an in-house training course for my credit control team to cover a ""session, improving knowledge, team skills and procedures"
Alan G Lowdell - Hill McGlynn & Associates

Click here to book places on this course