1. Telephone Collection Call Scripts & How to respond to excuses
By Michelle Dunn

2. Before you make a collection call
Research the account history
Know who signed the contract, credit application and/or orders
Come up with two solutions

3. Your pre-call plan
What two solutions can you offer based on the history of this account?
Who will you talk to?
What actions are you prepared to take?

4. Opening remarks Always know what you are going to say before you dial
“Hi, this is Michelle Dunn calling from MAD Collection Agency for North-end Veterinary hospital about your balance of $450.” *pause*
I am calling to find out if you can pay this today over the phone with a credit card? *wait*

5. The meat of your call
This is where experience comes in. The meat or body of your call is when you must determine your approach/ solution/ response based upon the customers response.
Listen.
Stay in control of the call

6. Closing the call Repeat and confirm the payment agreement Hang up.
Send a confirmation letter outlining the payment agreement – be very detailed.

7. Follow up
The most important part of a collection call is the follow up. If you don’t follow up, or plan to follow up, don’t make collection calls.
Follow up vs. babysitting
Be firm, hold people accountable.

8. Dealing with excuses
To deal with excuses, you need to be familiar with some excuses.
Experience with common excuses will help you have a reply ready when you are hit with one.
Accountability.

9. Collection call scripts
Should you use scripts
Handling objections
Common sense
Staying in control of the call

10. What to avoid Not being prepared
Avoid being to easy or lenient, be firm
Avoid having payment mailed, get a payment over the phone
Getting emotional
Multi-tasking – stay focused on the prize!

11. Stop accepting excuses and Get Paid Available in bookstores everywhere