Table of Contents: The Psychology of Credit Management
1. Introduction
1.1. Friendly reminder -v- hardball collections
1.2. What you need to know about psychology
1.3. Getting value out of the seminar
1.4. Formula for collection success
1.5. Program for "the psychology of credit management"
2. Make it hard for your debtors not to keep their word
2.1. Commitments
2.2. Let the debtor feel he or she got the better of the negotiation
2.3. Guilt and emotive language
3. Understand your debtor
3.1. Your debt is not important enough - the trade debtor payment hierarchy
3.2. Your debt is not important enough - the consumer debtor payment hierarchy
3.3. Factors that influence the hierarchy of payment
3.4. Delay leads to "uncollectability"
3.5. Following the path of least resistance
3.6. The payment hierarchy 3
3.7. 9 ways to make paying more attractive than not paying
3.8. The cheque's in the mail
3.9. A customer worth keeping?
4. Improve your relationship with your debtor
4.1. Credit staff don’t enjoy the friendliest reputation
4.2. Getting the debtor to like you
4.3. Good cop-bad cop
4.4. Reciprocity and how we can use it
4.5. The door-in-the-face technique
4.6. The that’s-not-all technique
4.7. The benefactor-before-beggar technique
4.8. Should sales people be involved in the debt collection process?
4.9. Handling angry customers
5. Persuade your debtor to pay
5.1. Effective use of letters, dunning (reminder) messages, and other options
5.2. Logic of the early call
5.3. Early phone calls are less confrontational and more likely to be successful
5.4. What do you say when you call a debtor two days after the account is due?
5.5. Attitude
5.6. Methods of asking for money
5.7. Exercise - the haggle
5.8. The psychology of negotiation
5.9. Exercise - Honest Joe
Seminars overview and registration: Australia / New Zealand