Maricopa Community Colleges  AMX151   19936-19994 
Official Course Description:   MCCCD Approval:  04/27/99  
AMX151      19936-19994 LEC 1 Credit(s) 1 Period(s)
Professional Collections II
Process of professional collections. Emphasis on problem-solving skills and motivating the customer to pay. Prerequisites: AMX150.
 
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MCCCD Official Course Competencies:
 
AMX151   19936-19994 Professional Collections II
1. Make effective demand for payment. (I)
2. Determine willingness and ability of customer to pay. (I)
3. Determine customer motivation to pay. (II)
4. Persuade customer to pay. (II)
5. Provide specific alternatives to customer for payment resolution. (III)
6. Negotiate with customer for best solution to resolve payment problems. (III)
7. Reinforce urgency and customer commitment to pay. (IV)
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MCCCD Official Course Outline:
 
AMX151   19936-19994 Professional Collections II
    I. Opening The Call
        A. Contacting the Customer
        B. Identification
        C. Making an Effective Demand
        D. Determine Willingness and Ability to Pay
          1. Analyze Situation
          2. Respond to Situation
      II. Motivating the Customer to Pay
          A. Effective Leading Questions
          B. Finding Customer Motivation
          C. Persuading the Customer to Pay
            1. Explain Consequences of Not Paying
            2. Reinforce Customer Responsibility to Pay
            3. State Willingness to Work with Customer
          D. Motivational Tools
            1. Voice Tone
            2. Voice Pace
        III. Problem-Solving
            A. Reinforce Purpose of Call
            B. Determine Method of Payment
            C. Suggest Payment Solutions
            D. Alternatives to Stalls and Objections
            E. Negotiate for Best Solution
              1. Repeat Request
              2. Persist for Highest Commitment
              3. Use Effective Negotiating Style
          IV. Closing the Call
              A. Support Customer Plan to Pay
              B. Reinforce Urgency
              C. Ask Customer to Restate Commitment
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