Introduction Points to Remember Plan your call ( Review Notes, Account & have a look at Outstanding Invoicing ) Keep control of the call ( Trading Terms.

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Presentation transcript:

Introduction Points to Remember Plan your call ( Review Notes, Account & have a look at Outstanding Invoicing ) Keep control of the call ( Trading Terms ) Do not expect to collect every outstanding account Remember that the Customer owes you money

Planning Your Call Review any history Who is the BEST person to talk to? What steps have already been taken to recover this account? What is the desired outcome?

Making the Call Identify yourself and the purpose of the call Ensure that you are speaking to the right person ALWAYS ask for full payment

Opening Statements Let the customer know that you expect them to pay Tell the customer that you are calling to arrange payment of the full amount Speak with authority –Act assertively and not aggressively

Overcoming Objections Listen for objections Determine is it a relevant objection or mere time wasting Answer each relevant objection as they are raised Ignore irrelevancies and steer the conversation to the goals If you dont know - put the debtor on hold and ask

Questions Asking the right question/s that will enable you to gather relevant information Ask both OPEN and CLOSED questions to get the customer talking –An open question is one which invites an answer other than yes or no Use a closed question if you simply want a yes or no

Recognising Excuses Identify when an excuse is being used -e,g cheque is in the mail Have on hand suggested responses - e.g when was it posted? If a debtor says he will ring you back - get a commitment

Common excuses 1. Theres no one to sign the cheque When are Signatories expected back? Has the cheque been drawn and ready to be signed? ( Top Draw ) 2. I do not have the money to pay When will funds be available? ( Awaiting their Debtor to pay ) Can you pay by instalment? ( Not round figure $ amounts ) Trading while Insolvent ( Pay Accounts as & when fall due ) 3. In liquidation - I am a bankrupt - Death Ask for proof! Bankruptcy No or Copy Death Certificate The name & address of the liquidator/trustee The date that the liquidation/bankruptcy was effective

Other Common Excuses 4.The account has already been paid When was the cheque sent? ( Confirm Address ) What are the cheque details? ( Bank / Branch / Chq No ) How much was the cheque for? ( Confirm Amount & Invoice ) Has the cheque cleared? ( On Bank Statement ) 5.Always ask - How soon can I expect payment? ( Day or Date ) 6. Get a commitment!!!!!