TRACK 1:   TELEPHONE TECHNIQUES Effective Collection Techniques This program is geared to the employee who is new to the collection field, or the experienced collector wishing to refresh their approaches.  The following subjects are addressed: • Motivation and self concept as a collector • Goal setting and time management • Characteristics of a successful collector • Knowing the Debtor • Sales Approach to collecting • Planning and making the collection call • Communication and collections • Common collection problems • Fair Debt Collection Practices Act Advanced Telephone Collection Techniques This program reviews some of the subjects above but focuses on in-depth discussions on the following: • Handling Stalls and Objections • Dealing with the difficult debtor • Characteristics of the average debtor • Causes of delinquency • Motivating the debtor to pay • Effective communication strategies • Eight steps of the collection call • Understanding bankruptcy • Sources of money • Role playing scenarios