The pause that refreshes…and collects!
You can say a lot by saying nothing at all!
When a Customer calls in response to a request and says they cannot pay the full amount today, pause on occasion before you ask them to explain or begin your negotiations.
If you are a seasoned collector, the odds are you know exactly what you’re going to say next. However, when you pause (at least a count of five, and it’s great if they ask, “Are you still there?”, it gives the debtor the impression that you are going, somewhat reluctantly, into uncharted waters.
Also, if they have said they can’t pay the full amount due, NEVER say, “How much can you pay?” It puts them into the driver’s seat. You are better off with “How much are you short of?” and quote the full amount due.
Granted, there may be an occasion when you ask, “How much are you short of the $1,500?” and they will answer, “$1,500”; however, you will be getting much closer to the amount you want – the full balance due.
“The pauses between the notes – ah, that is where the art resides!”
This one one our of the more than 75 techniques covered in “Tipping the Scales”.
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