Method ofВ Debt Collection. English version

Artem Varfolomey

Sergey Golikov

The book presents methods of debt collection, the complete sequence of actions, standards of “right” communication, psychology, work with objections, the etiquette of business conversation, psycho-physiological peculiarities of perception, persuasion rules prohibited forms of communication, and much more. zakonsib@gmail.com

Method ofВ Debt Collection

English version

Artem Varfolomey

Sergey Golikov

© Artem Varfolomey, 2017

© Sergey Golikov, 2017

ISBNВ 978-5-4483-6818-9

Created with intellectual publishing system Ridero

Introduction

Be kind toВ those, who depend onВ you.

Attar

Dear reader, in this book we will introduce you the basics of collecting arrears, we will also describe the basic things that every novice must know and it may be useful for experienced collector, who wish to refresh his knowledge and skills. It’s not the fact that any experienced collector is a good professional, and he’s doing the right thing, even if he achieves some success. Unfortunately, there is no education in Russia as “the collector” or something like this, but now it would be very popular. That’s why we take the responsibility to educate or just direct people on the right way in this difficult business. And the answer to the question “Who are you to teach us?” is: we’ve been doing this business since 2009, we used to work in several “strong recovery” banks. And in this case we’ve tried everything: from useless persuasion to direct threats and requests from the prosecutor’s office for these threats. None of this gave the desired result, and we soon realized that it was necessary to change the approach to the work fundamentally. Now under our leadership the Department of remote collection and all questions, appearing in its work became brighter, because now we are watching at the conversations with debtors as outside observers. This material started to be created in the conditions of necessity for mass education of new professionals and with each new addition it have been getting into a ready, universal manual for employees of the Department of collection.

In this edition you will find out the following information: what you can’t do, and what you should do to return back money into your company, as well as the terms and laws that the caller should know, when he�s calling the debtor, not to look stupid before the debtor, and the variety of answers, which will eliminate most of the client’s objections. Our method allows to experience less stress when dealing with the debt, because negative and stress appears only in absence of necessary knowledge and the desire to “knock out” the money from the debtor by any means. Proper use of tools that we offer below, will greatly improve efficiency and achieve the desired success in this difficult work, avoiding claims and complaints about your work. We are sure – this book can help you, the only question is whether you want it.

So, let’s begin.

Do not start anything when you’re angry! A fool is the one, who sits down on ship in a storm.

I.Gaug

Structure ofВ the conversation

Before the study ofВ what toВ say toВ the client, you need toВ understand when and inВ what order toВ sayВ it.

Greeting. If we don’t want to get the negative from the client for no reason, it is better to say “hello”.

Informing the purpose of the call. It’s necessary to determine the subject of conversation (calling the product, time of delay, the amount of delay). The debtor must understand clearly, why we are making a call.

Finding out the reasons for non-payment. If you don’t find out the reasons, you will not eliminate the objections. Don’t confuse with bringing consequences of non-payment – they are different things; at this point we don’t motivate to pay, we explain to the client that he hasn’t got any reasons for non-payment,

Informing about requirements. It’s necessary to set a clear deadline for