Award-winning collection training used by bill collectors and collection agencies to increase debt recovery.

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Module 2

Your Telephone Voice
Listening Skills
Communication Gaffes
The Emotional Side
Pre–Call Planning and the Opening Statement
Asking Questions with Precision
Handling Objections and Closing the Call

Listening Skills

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.”

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