Collections 101

3. Effective collection requires the management of ___________. It’s really easy for new collectors to take calls personally and allow their what to override their training.
6. ___________is a handy method for training and developing Good phone skills.
7. ______ ______ need to be used daily so that people will tell you just about everything you need to know.
11. Good collectors are good ________.
12. Ability to collect the debt fairly while retaining customer goodwill is a form of _____ _____.
13. Don't hang up the phone without ________ their commitment; your expectations; and, the consequences if the arrangements are not.
15. You want to sound ________ when making a collection call not arrogant, rude or cocky.

1. _______ is a virtue during the collection process and often leads to getting paid.
2. Good ______ _______ are necessary you may be the only person this individual interacts with within our organization.
4. _____ _________Allows you to manage the call in such a way that the call does not go in the wrong direction.
5. / This is ______ ______ fundamental to collections but not everyone is a natural.
8. Be mindful of customers _______________ and empathize.
9. There is no magic answer in debt collection. Every debtor is different. What works really well with one, may get you nowhere with another. This is also know as _____________
10. An example of strong _________ skills can be displayed by interacting professionally within their team, resolving conflicts and learning about their teammates.
14. __________ means both parties feel like they are on equal ground during the collection process.