Debt Collection Training

Professional Debt Collection Techniques
Techniques to Prevent & Collect Outstanding ReceivablesTechniques to Prevent & Collect Outstanding Receivables
Professional Debt Collection Techniques

PP D C TD C T
Collect your Outstanding Dues with our 2 Day Training on:
PP D C TD C T
(T h i t P t & C ll t O t t di R i bl )(T h i t P t & C ll t O t t di R i bl )(Techniques to Prevent & Collect Outstanding Receivables)(Techniques to Prevent & Collect Outstanding Receivables)
Facilitated by Leading Corporate Trainer: Gerard Assey, CMC, FInstSMM (UK)
www.Sales-Training.in
Websites:
www.Sales Training.in
www.CollectionSkills.com
www.SalesTrainingIndia.com

PP D C TD C T
AboutAbout Us :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.p , ,
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.

PP D C TD C T
AboutAbout Us :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 debtmost dedicated workforce, but if it does not get paid (.... and on time!) it will die. An unpaid debt

PP D C TD C T
AboutAbout Us :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 nonmost 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

PP D C TD C T
ObjectiveObjective of the Program: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 hasTo 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
(b i i b d di h i ) i d hcustomers, (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
C ll ti d t d b iCollections on a day- to- day basis.

PP D C TD C T
A must for anyone involved in collecting money: Managers & Executives in
TargetTarget Participants: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
‘C ll ti Skill ’ ‘P f i l T i i Skill f C ll ti f B d
ProgramProgram Outline: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/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!).

PP D C TD C T
DetailedDetailed Program Outline:Program Outline:
Introduction
Business Cycle (Cash Flow Merry-go –round)
Part A
Slide to Insolvency
How money is lost everyday
Pareto Principle (80:20 rule)
Bad Debt- A major profit leak
Major Causes for Bad Debt
Danger/ Warning Signs that can alert u!
Why Customers don’t pay
Benefits of paying on time

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

PP D C TD C T
 The Collection Call -Approach/ Control/ Follow-up
oApproach-When, Where & How to contact customers
Part B
oApproach When, Where & How to contact customers
•Opening your Call: What to say
oFact-finding
•Communicating with Confidence
•Effective Listening & Obstacles to ListeningEffective Listening & Obstacles to Listening
•Skillful Questioning Use of Open-ended questions
•Confirming Understanding/Paraphrasing
•Being Assertive!
oBridge to Payment Plan-Transition statementsoBridge to Payment Plan Transition statements
oPrinciples of Negotiation
•Types of Negotiation

PP D C TD C T
•Benefits/Uses of Negotiating
•Variables in Negotiating
Part B
•Power to influence Negotiation
•Key Essential Rules in Negotiating
•Tactics of Negotiating
oThe Payment Plan
oOvercoming/Handling Problematic/ Difficult Customers
oThe Close
oFollow-up
 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.

PP D C TD C T
Back-end Systems & Procedures
Reminder letters/emails & other methods of Chasing: How should they
Part C
g y
be handled
Importance & Samples of Different Records/Reports/Procedures
Methods to Track/Monitor & Measure Performances, Documentation
P d S t ti F llProcedures Systematic Follow-up
Categorizing Customers/Defaulters with specific skills sets to handle
each type
Importance of Coding Customers/ Unique Method of CodingImportance of Coding Customers/ Unique Method of Coding
General tips for chasing money (by encouraging proactive methods!)

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Coping with Stress & Pressures experienced by the Collector
Compliance requirements
Part D
Compliance requirements
Avoiding debtor rights from being violated & adhering to the rules &
ethical behavior for Collectors.
Managing your time/ PrioritizingManaging your time/ Prioritizing
Video clippings of Good/ Bad call
Role-Plays of entire Call
Q & A SessionQ & A Session

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ActionAction Plan:Plan:
At the end of the program participants would have learnt to manage credit and
ActionAction Plan: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.

PP D C TD C T
ProgramProgram Methodology: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 needbe specifically tailor-made to suit any exact need.
At every important stage of the call, video clippings would be played to reinstate a point.
At the end of the session, video clippings on a ‘‘GOOD’GOOD’ & ‘BAD’‘BAD’ call would be shown followed by
role-plays to ensure that participants are fully equipped
An exhaustive exercise on the various Excuses/ Objections raised by customers and the
professional approach used to handle these.
An 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

PP D C TD C T
Testimonials:Testimonials:
“Valuable pieces of“Valuable pieces of
advice…very good, stepadvice…very good, step
b t i db t i d
“Gerard delivered“Gerard delivered
from his heart…wellfrom his heart…well
“Very“Very veryvery interestinginteresting
course…very practical &course…very practical &
li l A t fli l A t fby step, organizedby step, organized
course, that I wouldcourse, that I would
highly recommend !”highly recommend !”
structured for ourstructured for our
job!”job!”
lively course…A must for alively course…A must for a
professional”professional”
highly recommend..!highly recommend..!

PP D C TD C T
Phone:
(091-44) 43531000
(091-44) 43531300
Hotline:
+91 94440 365(days)(days)24(hrs)(hrs)
Email:
Training@SalesTraining.in,
Training@CollectionSkills com
We service some of the top most names as Clients in India, Middle East , Africa & SE
( )
Mobile:
+91 98400 99899
Training@CollectionSkills.com
Training@SalesTrainingIndia.com,
p , ,
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

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