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Collection management handbook : the art of getting paid

Author: A Michael Coleman
Publisher: New York : J. Wiley, ©1999.
Edition/Format:   Print book : English : 2nd edView all editions and formats
Database:WorldCat
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Material Type: Internet resource
Document Type: Book, Internet Resource
All Authors / Contributors: A Michael Coleman
ISBN: 0471254142 9780471254140
OCLC Number: 38966069
Notes: Revised edition of: Advanced collection management handbook. 1988.
Includes index.
Description: xix, 300 pages : illustrations ; 26 cm
Contents: A New Collection Science Is Born --
Preventive Remedies for Credit Grantors --
How to Incorporate Protective Legalese into Your Sale Origination Documentation --
Law of the Jungle --
Building Blocks for Collection Success --
Debtor Profiles --
Delay Tactics --
Integrated Collections --
Problem-Solving Techniques --
Opening Statements --
Initiating a Collection Call --
Words and Phrases that Should be Removed --
Oratory and Advanced Communication Skills --
Grab the Debtor's Attention --
Match the Debtor's Background --
Body Language Carries --
Value of Communication Skills --
Build a Collection of Impact Words and Phrases --
Collector's Vocabulary --
Value of Humor --
Telephone Techniques for Collectors --
Selling Psychology Applied to Collections --
Change the Debtor's Base of Thinking --
Formula for Handling Debtors' Objections --
Handling the "Higher Authority" or "Pass the Buck" Stall --
Objection: "I'll Think About It" --
Objection: "Go Ahead and Sue!" --
Trial Closes --
Alternatives Technique --
Solving Built-In Debtor Objections --
Interim Collection Closing --
False Conclusion --
Of Ignorance and Intellect: How Veteran Collectors Outsmart Themselves --
Art of Listening --
Reading the Debtor's Temperature --
Deciding What Appeals to Use --
Maintaining Control in Telephone Collection Calls --
Advanced Collection Techniques --
Motivating Techniques: Withdrawal Method --
More Advanced Collection Techniques --
Postcollection Close --
How to Barter a Successful Collection --
Pay It With Roses --
"Good Guy, Bad Guy" Approach.
Responsibility: A. Michael Coleman.
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