EFFECTIVE COLLECTION CALLS - E-CLASS
DESCRIPTION
The objective of a cash collection call is to receive the payment without delay. Crafting a telephone conversation with tangible results and enhanced customer satisfaction, is an art. In this hands-on digital e-class we demonstrate effective phone negotiation practices; and delegates will learn communication techniques, enabling them to close their calls with a positive result.
IT IS DESIGNED FOR
Anyone who needs to chase customers for payments on the telephone.
COMPOSITION & DURATION
The e-class contains 11 chapters including
• 26 short videos
• 12 interactive exercises and
• 1 summary quiz
Supplementary materials
2 hours
6.1 OBJECTIVES
6.1.1 Objectives
6.1.2 Opening
6.2 FIRST STEPS
6.2.1 What do you want to achieve?
6.2.2 Dialogue
6.2.3 Interactive Exercise
6.2.4 Summary
6.3 OPENING QUESTIONS
6.3.1 What to say first
6.3.2 Interactive Exercise
6.3.3 Summary
6.4 UNDERSTANDING THE BACKGROUND
6.4.1 Asking questions
6.4.2 Interactive Exercise
6.4.3 Summary
6.5 INFLUENCING FOR RESULTS
6.5.1 Remain assertive
6.5.3 Dialogue
6.5.4 Interactive Exercise
6.5.5 Summary
6.6 GATHERING MORE INFORMATION
6.6.1 Asking more questions
6.6.2 Dialogue
6.6.3 Interactive Exercise
6.6.4 Why to ask more questions?
6.6.5 Interactive Exercise
6.6.6 Summary
6.7 OVERCOMING OBJECTIONS
6.7.1 Objections
6.7.2 Interactive Exercise
6.7.3 Summary
6.8 IMPROVING THE PAYMENT
6.8.1 The counter proposal
6.8.2 Dialogue
6.8.3 Interactive Exercise
6.8.4 Summary
6.9 CLOSING THE CALL
6.9.1 Reiterating the agreement
6.9.2 Dialogue
6.9.3 Interactive Exercise
6.9.4 Summary
6.11 CLOSING
6.11.1 Summary
6.11.2 Supplementary materials
6.11.3 Feedback form
6.11.4 e-class Quiz
Final Quiz
Only £127 plus VAT per person
