Collections - A Soft Selling Skill

(Generic Outline - All Training is Customized for Individual Clients)

All training programs include instruction, interaction, skills practice, exercises and role-playing on various parts of the course.

 Learn Key Elements of Customer Interaction
    Intention - Be determined in advance
    Relationship - Build rapport with your customers
    Discipline - Be self-disciplined and practice
    Skill - Learn the skills and techniques required


Control and Guide the Conversation to Methods of Payment
- With the LAMA© Technique
    What it is and Why it Works!
    L - Listen
    A - Acknowledge
    M - Make a Statement
    A - Ask a Question


"Handle the Situation"- No need to "Overcome"
    Open the Conversation to Solve, Resolve or Dissolve the Collection
    Demonstrate Solutions and Sell the Client on Paying!
    Make Offers to Resolve Situation
    Three Ways to Handle the Situation
    1. Emotional - Compassion, Agreement, Solution
    2. Demonstrative - Offer Ways and Means to Successful Conclusion
    3. Logical - Let Me Give You Three Good Reasons…


Present Collection Message - "Sell" Your Customer on Paying the Bills
    Inform the Customer Without Damaging the Relationship
    Make the Message a Win-Win Situation
    Use the LAMA Technique© to Offer Customized Solutions for Your Customers


Wrap-up Skills
    Summarizing the Agreements
    Invite Action
    Sell the Next Step in the Relationship
    How to Say Good-Bye


Coaching follows all of the Training Courses. One-on-one Coaching is important for the success of every agent. Using the skills from the training immediately is required.

We will customize this course to the situations you have exactly.

Let us give you a program that will be accepted by your Customers, used by your Agents and retain your Customers for Life.