Specialists in Training for PREVENTION & COLLECTION of DEBT-Any sector! see: www.CollectionSkills.com

1. ‘Professional Debt Collection Techniques’
Techniques to Prevent & Collect Outstanding Receivables

2. Professional Debt Collection Techniques
Techniques to Prevent & Collect Outstanding Receivables
Collect your Outstanding Dues with our 2 Day Training on:
Professional Debt Collection Techniques
(Techniques to Prevent & Collect Outstanding Receivables)
Facilitated by Leading Corporate Trainer: Gerard Assey, CMC, FInstSMM (UK)
Websites:
If you have 8 or more personnel,
www.Sales-Training.in this session could be tailor-made &
www.CollectionSkills.com conducted at your premises or
www.SalesTrainingIndia.com venue of choice

3. Professional Debt Collection Techniques
Techniques to Prevent & Collect Outstanding Receivables
About Us :
‘Collection Skills’- a leading Training Provider & the only one in this part of the world to be
listed in the ‘Collections & Credit Risk Magazine’ under ‘Who’s Who in Training’ & ranked TOP
on most search engines.
‘Collection Skills’- as the name says, specializes in conducting Professional Training
Programs for the industry in ‘Prevention & Collection of Debt’ and has been regularly doing so
for over 10 years serving customers from a diverse range of industries, with an impressive list
of some of the top most names in India, Middle East, Africa & SE Asia.
Right now, with cash tight and business slowing down, banks need to go after the bad debts like
never before. They need to go after the receivables even it if means getting just something now!
Like all significant economic change, it creates opportunities for those who have it in them to
deal with it. During economic downturns, one of the main reasons why businesses go under is
because they run out of cash. However sound your business is in other ways, successful Cash
Flow Management should be the main priority.

4. Professional Debt Collection Techniques
Techniques to Prevent & Collect Outstanding Receivables
About Us :
A recent study on the growing sickness in industries and businesses reveals that BAD DEBT is
the one major cause for bankruptcy. In a buoyant economy, selling on credit has a number of
advantages, especially when it generates a larger volume of business as well as widens one's
market share. In fact, selling on credit often 'Makes' or 'Breaks' a sale and at most times gives
one that edge over competition. Yet, one cannot afford to take this area of credit control lightly,
as too many companies everyday are mounting with debts that are increasingly doubtful of
recovery
Has it ever occurred? …That before the customer buys your goods both are interested - he in
your goods and you in his money, but once he gets the goods he is no more interested. It's only
you (for your money!). A company can have the finest product, a superb sales record and the
most dedicated workforce, but if it does not get paid (.... and on time!) it will die. An unpaid debt

5. Professional Debt Collection Techniques
Techniques to Prevent & Collect Outstanding Receivables
About Us :
is a loan being financed by your company - it means that many companies are prevented from
achieving their full potential, because instead of using borrowed money to develop and grow
their business, they are having to borrow money just to fund their own sales ledgers - with the
most precarious risk to a company's profit on the sale being the interest expense from non-
payment on time.
Managing credit and collecting money therefore are the 2 most important
and vital factors which decide the fate of any business

6. Professional Debt Collection Techniques
Techniques to Prevent & Collect Outstanding Receivables
Objective of the Program:
To ensure participants are equipped with the necessary skills in
Collecting/Minimizing the outstanding, while yet keeping the Customer.
To provide a thorough understanding of how bad debt occurs, the impact it has
on the organization & how the prevent it (the most vital part!).
To equip participants with the skills in understanding the behavior pattern of
customers, (beginning by understanding their pattern), in order to ensure that
they fine-tune theirs to that of each customer.
To ensure that the team is equipped with the skills to manage /control/ monitor
Collections on a day- to- day basis.

7. Professional Debt Collection Techniques
Techniques to Prevent & Collect Outstanding Receivables
Target Participants:
A must for anyone involved in collecting money: Managers & Executives in
Collections, Credit Control, Sales, Finance, Internal Audit & Customer Service,
at all levels, (right from top down to the front line) will find this program
extremely beneficial
Program Outline:
‘Collection Skills’ program on ‘Professional Training Skills for Collection of Bad
Debt’, would cover the basics in credit & cash flow management right from how
bad debt occurs, through the steps of an effective collection call (both on
phone & face to face) with emphasis on the importance of documentation/
reports/ procedures for systematic follow-up; including series of letters and
general tips for chasing your money too (by encouraging proactive methods!).

8. Professional Debt Collection Techniques
Techniques to Prevent & Collect Outstanding Receivables
Detailed Program Outline:
Part A
qIntroduction
qBusiness Cycle (Cash Flow Merry-go –round)
qSlide to Insolvency
qHow money is lost everyday
qPareto Principle (80:20 rule)
qBad Debt- A major profit leak
qMajor Causes for Bad Debt
qDanger/ Warning Signs that can alert u!
qWhy Customers don’t pay
qBenefits of paying on time

9. Professional Debt Collection Techniques
Techniques to Prevent & Collect Outstanding Receivables
Detailed Program Outline:
Part B
q Qualities & Attributes that can make you a Professional Collector
q Key Activities & Responsibilities of a Collector
q Strategy & Implementing the Collection Program
q Steps to an Effective Collection Call
q Objectives of your Call
q Pre-Call Planning /Importance of Preparation
(Physical, Mental, Voice, Tools, Client information: Past History,
Assessing Intent/ Ability to pay, Market/ Industry/ Competition
Analysis/ Situation, Call Strategy)

10. Professional Debt Collection Techniques
Techniques to Prevent & Collect Outstanding Receivables
Detailed Program Outline:
Part B
q The Collection Call -Approach/ Control/ Follow-up
oApproach-When, Where & How to contact customers
•Opening your Call: What to say
oFact-finding
•Communicating with Confidence
•Effective Listening & Obstacles to Listening
•Skillful Questioning Use of Open-ended questions
•Confirming Understanding/Paraphrasing
•Being Assertive!
oBridge to Payment Plan-Transition statements
oPrinciples of Negotiation
•Types of Negotiation

11. Professional Debt Collection Techniques
Techniques to Prevent & Collect Outstanding Receivables
Detailed Program Outline:
Part B
•Benefits/Uses of Negotiating
•Variables in Negotiating
•Power to influence Negotiation
•Key Essential Rules in Negotiating
•Tactics of Negotiating
oThe Payment Plan
oOvercoming/Handling Problematic/ Difficult Customers
oThe Close
oFollow-up
q Understanding yourself, to be able to understand others better, &
how to use this tool in interacting with customers as partners, to build
long-term relationships.

12. Professional Debt Collection Techniques
Techniques to Prevent & Collect Outstanding Receivables
Detailed Program Outline:
Part C
qBack-end Systems & Procedures
qReminder letters/emails & other methods of Chasing: How should they
be handled
qImportance & Samples of Different Records/Reports/Procedures
qMethods to Track/Monitor & Measure Performances, Documentation
Procedures Systematic Follow-up
qCategorizing Customers/Defaulters with specific skills sets to handle
each type
qImportance of Coding Customers/ Unique Method of Coding
qGeneral tips for chasing money (by encouraging proactive methods!)

13. Professional Debt Collection Techniques
Techniques to Prevent & Collect Outstanding Receivables
Detailed Program Outline:
Part D
qCoping with Stress & Pressures experienced by the Collector
qCompliance requirements
qAvoiding debtor rights from being violated & adhering to the rules &
ethical behavior for Collectors.
qManaging your time/ Prioritizing
qVideo clippings of Good/ Bad call
qRole-Plays of entire Call
qQ & A Session

14. Professional Debt Collection Techniques
Techniques to Prevent & Collect Outstanding Receivables
Action Plan:
At the end of the program participants would have learnt to manage credit, and
would have learnt to develop a complete systematic collection program, gained
confidence in collecting money and have acquired several new ideas for
immediate use, including taking back an Action Plan which can be put to
immediate practice.

15. Professional Debt Collection Techniques
Techniques to Prevent & Collect Outstanding Receivables
Program Methodology:
Using a combination of SEE & REMEMBER, along with DO & UNDERSTAND, supported
by audio-visuals, video clippings/movies, exercises & role-plays, providing everyone an
opportunity to experience & practice the skills throughout the session, the program could
be specifically tailor-made to suit any exact need.
üAt every important stage of the call, video clippings would be played to reinstate a point.
üAt the end of the session, video clippings on a ‘GOOD’ & ‘BAD’ call would be shown followed by
role-plays to ensure that participants are fully equipped
üAn exhaustive exercise on the various Excuses/ Objections raised by customers and the
professional approach used to handle these.
üAn exercise on understanding the behavior pattern of Customers, & how to use this tool in
interacting with the internal & external customers, to build long-term relationships

16. Professional Debt Collection Techniques
Techniques to Prevent & Collect Outstanding Receivables
Testimonials:
“Very very interesting
“Valuable delivered
“Gerard pieces of
course…very practical &
advice…very good, step
from his heart…well
lively structured for our a
course…A must for
by step, organized
professional”
course, that I would
job!”
highly recommend..!”

17. Professional Debt Collection Techniques
Techniques to Prevent & Collect Outstanding Receivables
Phone: Hotline: Email:
(091-44) 43531000 +91 94440 365(days)24(hrs) Training@SalesTraining.in,
(091-44) 43531300 Training@CollectionSkills.com
Mobile:
+91 98400 99899 Training@SalesTrainingIndia.com,
We service some of the top most names as Clients in India, Middle East , Africa & SE
Asia…names and testimonials of which can be seen on the websites listed below:
Websites:
www.Sales-Training.in
www.EtiquetteWorks.in
www.CollectionSkills.com
www.RetailSalesTraining.in
www.SalesTrainingIndia.com
www.ManualPreparation.com
www.FirstContactAcademy.com