Telephone Debt Collections Activity Box

33 speed training activities designed to help provide all the unique skills and behaviours required in today’s challenged telephone debt collections professional including persuasion, negotiation, listening skills, objection handling, language and gaining commitment.

Each activity takes from 15-30 minutes to complete and can be played anywhere, from the desk to the cafe or as part of a weekly meeting.

The activities are designed to create self-sufficient learning environment in your workplace and reduce classroom training time.

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‘How to Facilitate Cafe Style Speed Training’……

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What’s in the box?

Introduction

Tips on Debt Collections

Tips on the Passive Debtor

Tips on Defusing Anger

Dealing with the Deceiver Debtor

Dealing with the Aggressive Debtor

Dealing with the Straight Forward Debtor

Policy

New Recruit

• Objective: To reaffirm your knowledge of your company’s collection policy and skill requirements.

Communication

Thinking Styles Part 1

• Objective:  To realise that there are ‘different styles’ of thinking that directs our everyday language.

Thinking Styles Part 2

• Objective:  To practice matching the other person’s ‘rate’ / ‘tempo’ of speech in order to build rapport.

Chinese Whispers

• Objective: To test and improve our listening skills.

Defusing Anger

• Objective: To develop the skills for managing “difficult” and angry debtors.

Negotiation

Before I can do that…

• Objective:  Practice using the word ‘Before’ to set conditions and gain commitment from a Debtor.

The Extinguisher part 1

• Objective:  To design uniform questions in order to deal with the most common Debtor ‘excuses’. There are 3 parts to ‘The Extinguisher’ activity, play them in order, i.e. Part 1, Part 2 and then Part 3.

The Extinguisher part 2

• Objective:  To practice using the most appropriate questions in order to deal with the most common debtor ‘excuses’. There are 3 parts to The Extinguisher activity, play them in order.

The Extinguisher part 3

• Objective:  To practice hearing and extinguishing ‘excuses’ from Debtors.

Carrot or Stick

• Objective: To practice discovering if someone is ‘motivated’ by ‘The Carrot’ or by ‘The Stick’ (pain or pleasure). Knowing what motivates people aids our ability to successfully collect a debt.

Good Cop, Bad Cop

• Objective To review and consider the two main approaches to debt collection.

Information Gathering

The Collections Funnel

• Objective: To practice the process from ‘open’ to ‘closed’ questions during a typical collections call and to learn how to structure the call.

The Why Converter

• Objective:  To practice asking targeted ‘probing’ questions, whilst deliberately avoiding the word ‘why

Validation

Danger Signals

• Objective To discuss and share the ‘danger signals’ of defaulting debtors.

The Validity Gauge

• Objective:  To practice using the ‘Validity Gauge’.

Lie Detector

• Objective: To practice ‘detecting’ changes in voice tone, tempo and timber when someone is not telling the truth.

Colours of Debtors Phase 1

• Objective: To be able to identify what type of Debtor you are dealing with.

Colours of Debtors Phase 2

• Objective: The Passive Debtor - To discover ways of dealing with The Passive Debtor effectively.

Colours of Debtors Phase 3

• Objective: ‘The Straightforward Debtor’ – To discover ways of dealing with ‘The Straightforward Debtor’ effectively.

Colours of Debtors Phase 4

• Objective: ‘The Aggressive Debtor’ – To discover ways of dealing with ‘The Aggressive Debtor’ effectively.

Colours of Debtors Phase 5

• Objective: ‘The Deceiver Debtor’ – To discover ways of dealing with ‘The Deceiver Debtor’ effectively.

Dominos

• Objective: To understand the problems of a ‘Bought Ledger Clerk’.

Empathy & Rapport

Mirror Mirror

• Objective: To practice getting in ‘sync’ with the other person in order to build a greater ‘rapport’ with them.

Call Structure & Getting Control

Be Prepared

• Objective: To help individuals be ‘fully prepared’ before picking up the phone.

The Director

• Objective: To practice incorporating ‘directive’ words in order to help us summarise, get agreement and close a collections call, e.g. definitely, exactly, specifically, precisely, accurately, guarantee, promise, assurance, pledge, contract, categorically, correctly etc.

Commitment & Confirmation

Collections With Intent

• Objective: To demonstrate how your ‘intent’ will affect your voice, your posture, the way the caller hears your message and the ‘outcome of the call’.

Payment Plan

• Objective: To agree a realistic payment plan for a defaulting debtor.

Hurdles

• Objective: To practice overcoming objections in order to get commitment from a debtor to pay.

Summary

• Objective: To test and practice our ability to summarise what a debtor has said to us.

Joker Card

Ye Olde Copy Shoppe

• Objective:  A quick and fun activity to sharpen individual’s listening awareness.

 

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