Collection is a technical activity. There is no best, only better. Only by accumulating and learning in practice can we do better and better!
First field
Customer: "I am in great difficulty now, and my business is losing money." Now that many banks and financial companies are in debt, I can only wait until the situation improves and then pay it back slowly. "
Collector: We also understand your difficulties. Just now you also talked about the importance of credit. You know better than I do. You are only losing money in business at present, and the situation may not be as bad as you think. But if your credit goes bankrupt, it is really bankrupt. what do you think?
analyse
The first thing a collector should do is to understand the current situation of customers, form a good communication environment with customers, and then analyze the debt problem, so that customers can understand that the consequences and costs of debt are greater than the debt itself. We ask customers to repay, in fact, it is disguised to help customers stop losses in time. If you can get the customer's approval, then this communication is half the battle. If you just ask customers to repay their debts, it may be counterproductive.
Scene 2
Customer: "I will return it tomorrow, so you don't have to call me." After making an appointment with the customer, the customer said, "I'm too busy today. I'll deal with it tomorrow." Repeat many times.
Collector: That's what you said yesterday. If you have temporary difficulties, you can tell us directly, which will also help us solve them together, right? If you just procrastinate, I believe that you will only suffer in the end.
analyse
The customer has repeatedly said that it will be handled tomorrow, but in fact no action has been taken. At this time, you should learn to think calmly and remember not to blindly believe what customers say. First of all, try to understand what the real intention of the customer is, because the customer's original intention is to delay the time, or because the customer just can't turn around temporarily, and so on. If you don't have time to suggest asking your family and friends for compensation, if you don't even have time to inform your family, it directly means that you can do it for you, depending on whether you inform your parents or friends. Only by knowing the real intention of customers can we break through and block all kinds of "excuses".
Third field
Customer: "I'm away on business now, and I haven't returned yet. I'll return it when I get back."
We have told you the solution to this problem in the last telephone communication, but you still shirk it today. It doesn't matter if you are in a foreign country. As long as the credit card can be repaid in any city in China, it can be repaid in the current residence. There is no charge for repayment in other countries. If you don't bring cash on business trip, you can also contact your family and friends to help you deal with it first. Just report the card number to your family, and your family can go directly to the counter to repay the money without a card or certificate. Repayment can be made through various channels, and it is not necessary to deposit it in a designated account. You can't be ignorant.
analyse
Want to know mobile phone Alipay, WeChat, bank APP, etc. You can pay back money anytime, anywhere. The customer's "going back on business" is probably an excuse. You can repay the money through various channels, and you don't have to deposit the money in a designated account. Collectors are not easily fooled. It can be emphasized that the customer is now in a state of default. If the repayment continues to be delayed, the interest and liquidated damages will only increase, which is not good for credit. We urge the customer to deal with it as soon as possible.
As can be seen from the above example, the collector remembers the four core tasks to be completed in contact with customers: asking for immediate repayment today, understanding the reasons for overdue, stating the pros and cons, and getting a repayment promise. We should grasp the process and rhythm, guide customers to follow our rhythm, and then gradually increase the pressure according to customer feedback to achieve the purpose of repayment.
For telephone collection, please remember the following principles:
Urgent, speak slowly; Now, let's begin. Major events, clearly stated; Small things, said humorously. If you are not sure, be cautious; Don't talk nonsense. You can't do it. Don't talk nonsense about things that didn't happen; You can't say hurtful things.