Maricopa Community Colleges  AMX150   19936-19994 
Official Course Description:   MCCCD Approval:  04/27/99  
AMX150      19936-19994 LEC 1 Credit(s) 1 Period(s)
Professional Collections I
Process of professional collections. Emphasis on effective interpersonal skills and the process of the collection call. Prerequisites: None.
 
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MCCCD Official Course Competencies:
 
AMX150   19936-19994 Professional Collections I
1. State the importance of strong interpersonal skills to positive collection techniques. (I)
2. Describe various aspects of voice quality. (I)
3. List ways to improve listening skills. (I)
4. Describe techniques of effective communication under stressful conditions. (I)
5. Explain how to prepare for the collection call. (II)
6. Identify and describe the components of an effective opening statement. (II)
7. Describe the procedure for introducing the specific payment arrangement to the customer in a way that gains acceptance. (II)
8. Explain how to handle objections in a way that gains agreement on a specific payment arrangement. (II)
9. Name two parts of closing the collection call. (II)
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MCCCD Official Course Outline:
 
AMX150   19936-19994 Professional Collections I
    I. Interpersonal Skills
        A. Importance of Strong Interpersonal Skills to Positive Collection Techniques
        B. Voice Quality
          1. Pitch
          2. Accent
          3. Volume
          4. Clarity
          5. Tone
          6. Inflection
          7. Pacing
        C. Listening Skills
          1. Ways to Improve Listening Skills
          2. Avoid Negative "Self-Talk"
          3. What to Listen For
        D. Effective Communication Under Stressful Conditions
          1. Determine What the Customer is Really Saying
          2. Question for Specific Information
          3. Handle Emotions
      II. Process of the Collection Call
          A. Pre-Call Preparation
            1. Obtain the Facts
            2. Choose the Best Approach
          B. The Opening Statement
            1. Greet the Customer
            2. Identify Yourself
            3. Identify Your Company
            4. State the Purpose of Your Call
            5. Pause and Wait for Response
          C. Asking Questions with Precision
            1. Questions that Obtain Specific Information
            2. Questions that Encourage Desired Behavior
          D. Transition to Specific Payment Arrangement
          E. Handling Objections
            1. Acknowledge the Objection
            2. Question the Customer Further
            3. Find Points of Agreement
          F. Closing the Call
            1. Summarize the Payment Arrangement
            2. Thank the Customer for His/Her Commitment
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