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

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Module 3

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

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.

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