SP Madrid & Associates - Call Center

Presentation & Negotiation

Script

Page 1 of 7
09052011

FULL BASIC NEGO

1. INTRODUCTION
Hello CH NAME, * Kamusta ka na?
Ok lang sino ito?
CH FULL NAME tama ba?
Tama, sino ba ito?
Hello CH ako si YOUR NAME ng SP Madrid Law Firm, **matagal ka na naming tinatawagan ni
*** Atty Madrid regarding dito sa delinquent account mo with BANK.
*Always be assuming
** Matagal Paint a picture, if matagal na, we can ask for the payment today
*** Always use attorneys name so you would also be respected.

2. ASK WHAT HAPPEN

Tanungin ka lang namin kung ano ang nagyari at napabayaan mo yung account mo?
Bumagsak kasi yung negosyo ko eh, nalugi
* Sometimes CH denies that they are the cardholder once the find out their huge
outstanding balance.
* Once they start sharing they cannot deny their obligation.
* Trust and Respect starts by listening to their situation
* While listening find out their weakness to be used later on during negotiations.

3. UPDATING ADDRESSES AND CONTACT NUMBERS USING HIDING AND

UNCONTACTABLE STATUS
Naiintindihan kita, pero ang situation kasi ngayon CH ay HIDING AND UNCONTACTABLE na
ang status mo dito sa loob ng BANK. Possible kasi ito maging *criminal case under republic
act 8484 o yung tinatawag na Credit Card Fraud Act, **well sa tingin ko naman ay hindi ka
nagtatago kasi nakakausap kita tama? (tama!). So i-update nalang natin itong account mo
***para matanggal ang status na HIDING AND UNCONTACTABLE ok.
(Update the primary and secondary addresses as well as the contact numbers.
Dapat magkaroon din ang legal officer ng contact number/s ng family members
such as asawa, kapatid, magulang o kahit na sino na pwede
makausap/mapagkatiwalaan tungkol sa obligation ng CH)
*R.A 8484 or Credit Card Fraud Act - a criminal act filed against card holder who hides or
stay away from his/her obligation.
**Kailangan mafeel ng CH na kakampi mo sya sa first part ng conversation nyo para
makuha lahat ng information tungkol sa CH lalo na ang contact number at address para
mabalikan ang CH in case hindi maganda ang magiging usapan.
***Always remember GIVE AND TAKE TECHNIQUE. Bibigyan ka nya ng info tungkol sa
kanya kasi may makukuha syang benefits at yun ay yung mabura/matanggal ang bad
status which is the hiding and uncontactable.

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Presentation & Negotiation
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Page 2 of 7
09052011

4. GIVE SITUATION,FILE IN COURT WITH DEADLINE

Ang * sitwasyon natin ngayon ay ready for filing na ito sa clerk of court Makati ** this
coming 10am ng Friday.
* Sitwasyon Do not solve their problem every time they give excuses, use this
word(situation)to let them know that it is their problem and for them to solve.
** Deadline use an exact date and time for deadline to get an immediate action from
the CH

5. ASK IF WILLING TO SETTLE OUT OF COURT

Ayaw ko sayangin ang *oras mo at oras ko, gusto lang namin malaman ni attorney Madrid
kung ** willing ka pa ba na i-settle ito out of court, willing ka ba CH?
Yes willing naman ako
* This makes them feel that you are not desperate
** Always check their level of interest and willingness, (make sure na willing sila) *shut
up tecnique

6. PRESENT DETAILS AND BACKGROUND

Mabuti. i-discuss ko lang ito ng * mabilisan, OK?
Ok
Base on our records and **Outstanding Balance mo with BANK ay umabot na sa 1 Million
Pesos
* Make them feel that your time is important
** Outstanding balance means the total obligation of the CH together with
the interest, penalties and charges
7. ASK FOR PLAN ON HOW TO SETTLE OUT OF COURT
Anong naisipan mong * plano para mai-settle na ito once and for all?
1 Million! ang laki naman ata. Bakit naman ganyan ang inabot ng account ko?
Tanungin kita CH, ** kailan ang last payment mo?
Hindi ko na maalala eh.
Base on our records ang last payment mo ay MONTH and YEAR. Bali X years ka nang hindi
nagbayad sa account mo.
Tanungin kita CH, anong naiisip mong *** plano para ma-i-settle na ito once and for all?
Willing naman akong i-settle yan eh, kaya lang di ko kaya yung sinasabi mo na amount.
Subukan kong .
Kaya lang malamang sa katapusan ko pa magagawan ng paraan yun.
* It is important for you to know their plan in order for you to have an idea their
short and long term plan.
** Turn-around question Answer their controlling question with a question.

SP Madrid & Associates - Call Center

Presentation & Negotiation
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09052011

*** If you have not gotten their plan yet, make sure to ask it again because it is an
information you will later use against him.
8. REMIND DEADLINE
Ganito kasi yan CH, meron tayong hinahabol na deadline ng pag-file ng complaint sa iyo sa
clerk of court ng Makati this coming Friday, 10am.
Ah ganun ba.
* Keep on reminding their situation and deadline in order for them to feel that you
are serious in filing their case in court.

9. ASK FOR PROPOSAL NEAREST TO OB

Ano ba ang best proposal mo na pwede natin ilapit sa banko na malapit sa 1 Million? *
(SHUT UP)
** Siguro Xamount (Good proposed amount) - (REVERSE SHUT UP)
* shut up should follow a question that involves a sensitive decision from the CH
* shut up after amount and deadline
* shut up rule: first to speak loses.
* shutting up will show maturity.
** Reverse shut-up: this will make them feel you are not enticed by their offer.

10. COMPARISON OF TOB TO DISCOUNTED AMT

Tama ba ang hinihingi mong discount ay X% ng total obligation mo na nasa kotrata na
XAMOUNT. Sa totoo lang medyo may kalakihan itong hinihingi mong discount sa loob ng
banko.
* always make them feel that any amount they are proposing is not sufficient, so that
they will stay humble.
11. ASK IF PROPOSAL IS READY BY TODAY
Hindi ko ito kayang desisyunan sa ngayon dahil kailangan ko ito iconsult sa responsible
officer sa loob ng banko.
Base on my experience pag ganito na kalaki yung discount na hinihingi, for apporval na ito
ng *EVP ng banko at dapat with justifiable reasons accepted by the bank.
Pero kung sakali na maipaglaban ba namin ni atty itong proposal mo na ibaba nga sa
ganyan kababa na amount at **bago nila pirmahan at itanong sa aming kung ready sya
today, Pwede ko bang sabihing Oo? (SHUT UP)
Hindi pa ngayon, siguro magawan ko ng paraan yan by end of the week pa. ***(REVERSE
SHUT UP)

*Executive Vice President

** probing question - indirect way of checking if they have money
*** Note: Reverse Shut-up, to make them feel that you are getting frustrated

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Presentation & Negotiation
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09052011

12. REMIND DEADLINE

Ganito kasi yan gaya nga ng sabi ko, ang situation mo kasi ngayon ay may hinahabol tayo
na deadline ng pag file this coming Friday.
Sa Friday pa talaga, sure na mag-gagawan ko ng paraan yan. Nakakausap mo naman ako
ngayon na at bibigay na ako nang-commiment ko sayo by Friday. (REVERSE SHUT UP)
13. HELP STOP FILING OF COMPLAINT
Sa ngayon kung ilalakad natin ito sa loob ng banko, sasaraduhan lang nila tayo ng pinto pag
verbal lang ang commitment mo.
Sa panahon ngayon marami ang lumalapit sa banko for restructuring dahil nag massive
filing na sila ng mga complaint for the past few months.
Kung isa ka sa wala man lang na maipakita na show of commitment, ibabasura lang nila
yung proposal mo at mapipilitan ako na i-proceed ito sa litigation department as per the *
mandated schedule of the bank.
Ganito na lang ang importante sa ngayon ay mapatigil muna natin ang pag file ng complaint
laban sayo, OK?
* Mandated force command or order
14. SHOW OF COMMITMENT/ PARTIAL PAYMENT
Sa ngayon ang importante ay makapag-pakita tayo ng show of commitment sa loob ng
banko na willing to move-forward ka sa pag stop ng filing of complaint. Magkano ang kaya
mong ipakita sa loob ng banko na pinaka malapit sa proposal mo na XAmount. (SHUT UP)
Siguro ang kaya ko ay XAmount. (Good partial amount) (REVERSE SHUT UP)
Kung sakali mapapayag ko sila na ganyan nalang kababa na amount ang icommit natin
today instead of your the outstanding na XAMOUNT,
pag tanungin ako kung ready na ito today, ang sabihin ko sa kanila mai-ssettle mo ito within
the day OK?
Hindi naman siguro, pagbigyan mo ako until tomorrow. (REVERSE SHUT UP)
15. DEADLINE OF SUBMISSION OF REPORT TODAY
By * 4pm, gumagawa ako ng report regarding sa mga account na for filing in court, Dalawa
lang ang che-chekan dito, Una, no intention to settle, proceed filing in court or Pangalawa,
willing to settle, settlement out of court.
So tama naman na ang ** gusto mong checkan at pirmahan ko dito sa report mo ay yung
Willing to Settle out of Court tama?
Hindi ako pwede mag pasa ng report by 4pm na out of court settlement ka, kung wala din
akong mai-attach na payment details mo as justification para i-stop ang pag-file ng
complaint. Considering na mababa pa nga ang proposal mo to request for postponement of
complaint.
(SHUT UP)
Kasi.. (REVERSE SHUT UP AFTER NYA MAGBIGAY NG MGA EXCUSES)
16. MINIMUM RECOVERY RATE
Ganito nalang may isa akong solution pero hindi ito in-encourage ng bank. ipapasok na lang
kita sa minimum recovery settlement ng bank para lang kahit papaano may maipakita tayo
today. Pero wag mo sabihin na ako ang nag offer nito sayo kasi hindi nga ito in-encourage
ng bank.
Applicable lang ito sa mga tao na undergoing * grave serious illness, recent death of spouse
or yung mga loss of properties due to force majeure instances. All of which should be
supported by valid documents.
Kaya lang ang concern ko ay hindi ka naman qualified dito at baka abutan na tayo ng Friday
sa kaka justify nito. (SHUT UP)

SP Madrid & Associates - Call Center

Presentation & Negotiation
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Page 5 of 7
09052011

Ganito nalang ilalapit ko nalang ito sa kumapre ko sa loob ng banko na tulungan itong
proposal mo today na makapasok sa Minimum Recovery Settlement Program. Ok?
Kung i-base ko sa computation ng banko ang minimum recovery rate sayo ay (PAUSE) **
XAMOUNT. (SHUT UP)
Hindi ko kaya yang ganyang amount today siguro kaya ko Xthousand lang. (REVERSE
SHUT UP )
* Grave serious illness dapat nasa hospital parin sya ngayon
* Recent death of spouse kakamatay lang 3 months ago
* Loss of properties due to natural calamities, ex: earth quake, fire, flood.
Supporting documents should be from Municipals Office or Insurance Companies.
** increase the partial payment proposed by the CH
17. INCREASE PROPOSED AMOUNT
Hindi ko alam kung may mararating itong ganito kaliit na amount sa loob ng banko.
Bakit hindi ba kasi pwede bukas nalang yung partial?
Kasi uulitin ko ang malinaw na instructions sa akin ni Atty ay tawagan ka para icheck kung
capable ka mag-postpone ng filing of complaint today. Nakikita ko naman yung commitment
mo na ayusin ito, kaya lang hindi ko pwede baluktutin ang policy ng banko at ng office
namin .
By 4pm mag papasa ako ng report at hindi ko ito pwedeng i-falsify kahit na alam kung mag
payment ka tom dahil hahanapan ako ng attachment sa report na issubmit ko kung
settlement out of court nga ito.
Nang-hihinayang naman ako dahil alam ko willing ka at capable ka, kaya lang may
mandated schedule sa amin ang banko na dapat masunod, kahapon pa nga dapat ito pero
ngayon lang kita nakausap.
Kasi (let him talk and explain)
Ito last nalang baka may pag-asa pa, ano nalang yung kaya mo na pinaka-malapit sa
Minimum Recovery Rate na XThousand?
Siguro XThousand sagad na (dramatic na Reverse shut-up)
Sige-sige tignan ko kung ano ang kaya ko gawin, itawag ko lang ito.
Ok good news, pumayag sila na ibaba pa pero hangang * XAMOUNT lang(SHUT UP)
* increase the amount kahit konti (trust me)
18. BOTH OF YOU STAND UP
Tatakbo na ako sa Litigation Dept para masigurado ko na hindi masama yung account mo sa
batch ng for filing.
Tumayo ka na diyan, dahil sigurista ang banko. Aabangan muna nila na mag reflect ang
payment mo sa system nila bago nila i-akyat ito sa EVP para pa-pirmahan ok?.
19. MAKE THEM REPEAT PAYMENT AND DEADLINE
I- clarify ko lang CH dahil i-tatawag ko na ito, magkano ulit yung ihuhulog mo?
XAmount

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Presentation & Negotiation
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09052011

20. SET THE NEXT MEETING AND MAKE THEM CALL YOU
Ibigay ko sayo ang direct line ko na once nakapag-bayad ka.
May hinahabol lang ako na ibang accounts na for filing, pag wala ako sa lamesa ko around X
Time, * make sure lang na maitawag mo parin yung payment details.
Hanapin mo nalang yung assistant ko na si XName, siya nalang mag-inform sa akin at sa
BANK nung payment details mo. ** Importante lang na ma-abisuhan agad yung banko bago
mag Xpm tungol sa payment details mo OK?.
Ito yung direct line ko XTel No..
OK
* Make them call back, not you calling them again
** The purpose of a meeting is to set the next meeting
21. ASK FOR OTHER QUESTIONS
May katanungan ka pa ba, bago natin ibaba yung phone?
Wala na
22. BYE
OK, salamat, BYE.
* pag nag bye kana, wala nang pahabol na bilin.
* to much cook will spoil the food
* Do not sell if its already sold

TIPS ON HOW TO SUCCESSFULLY NEGOTIATE

1) Do not make them feel you are desperate
- Use a lot of pause and shut-up
- Always make them call you, not you calling them back
2) Be composed and relax in talking, do not make them feel you are nervous
- Do not talk fast, nervous people talk fast.
3) Be consistent with your tonality the entire time, your tonality and composure should
always be consistent even if things are not going well in your negotiation.
4) Spend a lot of time talking about what you want to happen. Keep on diverting the
conversation away from excuses and small payments.
5) Take notes of important information given by the CH.
6) Invest in a clear and decisive quality of presentation.
7) Presence of mind card holder trusts people who know what they are talking about.
8) Believe in yourself. Nobody will believe you if you do not believe in yourself first.
9) Be ready with your Turn Around Questions for controlling CH.
10) Ask the right questions at the right time.
11) Always end a sentence with a question in order to control the conversation.
12) Memorize your rebuttals
13) Memorize story of process (legal and nego) in order to be versatile with your
presentation.
14) First priority is payment today, second priority is getting the biggest amount possible.

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Presentation & Negotiation
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Page 7 of 7
09052011

15) Use a lot of Give and Take technique, in order to get what you want make them feel
they are getting something in return.
16) Learn how to style flex. Effective negotiators know how to play with the CHs
emotions by using different kinds of tonalities.
17) Do not over anticipate on things that you are excited to answer and objections you do
not know the answer.