Collections Calling & Negotiation

Lessons

1. The ABC's of Collection Call Negotiations

2. How to Prepare for Collections Negotiations

3. Verbal & Non Verbal Collections Negotiation Guide

4. Collections Negotiation Tactics and Techniques

5. Negotiation Styles & Collector's Behaviors

6. How Cultural Differences Could Affect Negotiations

7. Essential Strategies for an Effective Negotiation

8. Trade-off vs Compromise in Collection Calls

9. Create A Win Win Negotiation Collections Strategy

10. Dealing with Deceptive Customers in Collections Negotiation

11. Handling Deceptive or Overly Aggressive Negotiation Tactics

12. Principled Negotiation in B2B Collections: An Introduction

13. Principled Negotiation in B2B Collections: A Deep Dive

14. Collections Negotiation Guide: FAQs

Upcoming Lessons

1. Negotiations for Credit and Collections Teams

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Duration 20 Min
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Lessons 15 Lessons
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Language English
  • About
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Course Overview

The likelihood of collections for 90 days+ past invoices reduced by 15%, says Commercial Law League of America. During the economic downturn, the collections has gone down by another 48%. as reported by an AGA report. As a collector, how do you plan to beat these odds and get the maximum benefit from your collection calls? This course will help you understand how to leverage negotiation skills in your collection calls to accelerate recovery without straining your customer relationships. Find what are the things you should prepare for before jumping on a collections call and how to decide your collection goals, trade-offs, and alternative strategies while anticipating your customers' behavior. Here, Robert will also help you understand the pros and cons of different collector's behaviors, negotiations styles and approaches. We will also be covering verbal and nonverbal communication tactics and a guide to build a win-win negotiation strategy. Tune in to learn 100+ collections call best practices while negotiating payments with your customers.

What you will learn

  • Principled negotiations
  • Telephone negotiations that work
  • Face-to-Face negotiations that work
  • Cultural sensitivity in negotiations

Skills you will gain

Negotiation Skills
Customer Relationship
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Role: Collections Analyst
Designed for Collections Analyst & Managers
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Level : Advanced Course
Designed to educate experienced professionals
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Topic: O2C Essentials
O2C domain-specific training course
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Type: Theory Course
Theory lectures by Credit Practitioners
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Completion Time: 1 Week
Suggested reading for 2-3 hours/week

1. The ABC's of Collection Call Negotiations

As a collector, are you rightly negotiating payments from customers? This tutorial outlines debt collections call strategies using 4 C's of successful negotiations.

2. How to Prepare for Collections Negotiations

Do you always prepare for your negotiation strategies in advance? This tutorial will help you decide your goals, trade-off, and BATNA for a successful negotiation.

3. Verbal & Non Verbal Collections Negotiation Guide

Is body language an important part in collections negotiation? This tutorial outlines all the verbal and nonverbal communication tactics to effective negotiations call.

4. Collections Negotiation Tactics and Techniques

What are the 3 main approaches to a successful negotiation? This tutorial will help you build an effective negotiating team to improve your collection productivity.

5. Negotiation Styles & Collector's Behaviors

What are the 3 main collections negotiation style? This tutorial helps you diagonise your own and your counterpart’s collection negotiation styles effectively.

6. How Cultural Differences Could Affect Negotiations

What if you had to indulge in an international negotiation to someone from a different culture? This tutorial outlines the 7 steps to become a successful negotiator in different country.

7. Essential Strategies for an Effective Negotiation

How do you understand and anticipate the challenges and problems of the decision-maker? This tutorial helps you adapt your negotiation style and strategy to match your counterparts’ strategy.

8. Trade-off vs Compromise in Collection Calls

Is compromising neccessary in negotiations? This tutorial clears all your doubts and identifies the difference between trade-off and comprise during a negotiation call.

9. Create A Win Win Negotiation Collections Strategy

What is the difference between win-win and win-lose negotiation? This tutorial outlines all the critical approaches to achieve a win-win negotiation outcome.

10. Dealing with Deceptive Customers in Collections Negotiation

What should you do if your customer is just plain lying? This tutorial gives you a hands-on-guide on all the deceptive customer red flags you should watch out for.

11. Handling Deceptive or Overly Aggressive Negotiation Tactics

How do you handle deceptive or overly aggressive negotiation? This tutorial gives you all the beneficial tactics as well as how to respond to these deceptive customers.

12. Principled Negotiation in B2B Collections: An Introduction

Difficulty in meeting a common ground? learn how principled negotiations can be used to resolve conflict by separating people from problems. understand the hazards of bargaining and how to gain a favorable outcome.

13. Principled Negotiation in B2B Collections: A Deep Dive

Learn how to use principled negotiations to bring mutual interests into focus and discover ways to generate ideas and options. use objective criteria to reach a final agreement.

14. Collections Negotiation Guide: FAQs

This tutorial simplifies the task of collectors collecting payments and also struggling with maintaing customer relationships. These FAQs highlights right ways to negotiate while handling customer objectections single handedly

Lesson Resources

Robert S. Shultz

Robert S. Shultz

Founder, Quote to Cash Solution.
Robert Shultz has had a thirty- year career as a global credit and financial executive for large multi-national companies. As a Founding Partner of Quote to Cash Solutions (Q2C) LLC, he provides consulting services in all aspects of the credit and collections process for companies of all sizes in a variety of industries. He is currently on several Advisory boards including as a Special Advisor to the Credit Management Association Board of Directors and he is the Chairman of the Financial Executive Networking Group’s (FENG) Credit and Working Capital Management professional group.

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