Vital Techniques For Collection Agents To Increase Debt Recovery.

About The Process of Professional Collections™

The Process of Professional Collections™ Video Training Program

Teaches a winning approach to telephone collections.
Vital techniques for collection agents to increase debt recovery.
Comes with a ready-to-use Leader Guide for facilitating presentations.
It includes keys to all exercises as well as related topics for instruction, discussion, and group interaction.
Includes three Participant Workbooks (146 pages) that provide important background reading on each module, along with worksheets for all video exercises.

The Process of Professional Collections™ - US $895 Includes:

Seven video modules
Leader Guide for facilitating presentations
Three copies of the Participant Workbook (146 pages)

Additional Participant Workbooks - $18.95 each

The Process of Professional Collection™ SSV - $475.00 each
(Self Study Version - one DVD or videotape and workbook)

Additional wookbooks for The Process of Professional Collection™ SSV - $9.95 each

Sales Tax (California residents only: 7.75%)
Shipping & Handling: add 4%

Module 1: Your Telephone Voice
Helps the participant understand the importance of using positive collection techniques and strong interpersonal skills. Learn and practice aspects of voice quality, including inflection and pacing.

Module 2: Listening Skill
Teaches how to improve listening skills. Focuses on learning what to listen for, recognizing communication styles and identifying habitual customer responses. Provides tips on how to avoid and overcome negative “self-talk.”

Module 3: Communication Gaffes
Explains how to determine what a customer is really saying under conditions of stress. Offers suggestions on when and how to challenge customer generalizations and assumptions.

Module 4: The Emotional Side
Trains the participant to deal with customers in a variety of emotional states and to guide them toward a state in which they are most likely to pay. Shows how to save one’s own “emotional side” in the face of angry and abusive clients.

Module 5: Pre–Call Planning and the Opening Statement
Stresses the basic steps of the collection call. Teaches a process that prepares the collector for the call. Reviews how to make an effective opening statement and get through to the right person.

Module 6: Asking Questions with Precision and Transition to Payment Arrangement
Explains how to ask questions that get specific information and encourages desired behavior. Addresses the “how to” for presenting to the customer the specific payment arrangement in a way that gains acceptance.

Module 7: Handling Objections and Closing the Call
Teaches the participant to handle customer objections and gain agreement on a specific payment arrangement. Includes the elements that must be covered in closing the call.

The Process of Professional Collections™ is a great investment for your company. Learn how to collect your outstanding debts and increase your profits!


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