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

Cash Collection by Phone Best Practice

Course Content

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