SP Madrid and Associates

2.9.15 Basic manual

7 STAGES OF COLLECTION
1.

Dials
Perseverance and determination starts at dialing. Most of the numbers that are provided by the bank are no longer
contactable which is why skiptracing and repetitious attempts are necessary.

2.

Skip Trace
One of the most common problems in collections is that majority of card holders are in hiding. Most of the time when they
hear collectors call over the phone, they inform you that they are no longer residing in that number or they are no longer
employed if its a business number.
There are 3 ways of skiptracing

by phone/dial skiptrace,

web search/internet and

by personal visit/ field visit skiptrace.

Phone skip tracing and web skip tracing is the cheapest and most practical way to find clients, the key in finding a CH over
the phone involves a lot of creativity, patience and determination.
Examples of skiptracing:
Courier delivery
Social Security Services (SSS) verification
Relative/Friend calling from abroad
Credit Investigation (CI) regarding approval of their loan
Job Interview/ Job Application/Referral

3.

Presentation
Introduce yourself and ask what happen why he got delinquent
Informing the CH about the current s ituation of filing in court
Update CH contact details to avoid status of hiding and uncontactable
Provide CH background of updated outstanding balance
Ask if willing to settle
Ask for proposal nearest to outstanding balance
Ask if ready today if in case approved by the bank and filing can still be postponed in court

4.

Negotiation
Close the deal nearest to today
Close the biggest negotiated amount possible
Close the biggest partial payment today
Both of you stand up
Find a way for the client to pay now not later

5.

Ptp (Promise To Pay) and Follow-Up

Management and organization of PTPs
How to properly follow-up PTPs
How to re-nego PTPs to a closer date

6.

Follow up
-Story of process
-Paint a Picture
7. Payment
Your one and only goal
Make sure all actions lead to payments

Training and Development

SP Madrid and Associates

2.9.15 Basic manual

4 KINDS OF CLIENT AND HOW TO CLOSE THEM

1.

Supporter- personality type mother

Technique used: Fear, obligation, guilt (FOG)

2.

Analyzer- personality type accountant, manager, businessman

Technique used: Rebuttals

3.

Promoter- personality type general

Technique used: Test question and No Ego ako technique

4.

Controller- personality type Business minded person, boss

Technique used: Turn around question

4 Ps of Collection
1.

Plan
In nego, it is very important to know whats their plan, hindi ka pwedeng mag-tanong kung ano ang proposal nya kung
hindi mo pa natatanong ang plano nya.
Plano kung willing to settle ba sya.
Anong plano nyang payment.

2.

Proposal
After mong malaman kung anong plano, ask his proposal sa account nya. Hindi mo pwede tanungin kung anong
proposal nya kung hindi mo alam kung anong plano nya.

3.

Period
Pag may amount na kayong napag-uusapan susundan na to agad ng deadline. Dito pinag-uusapan na ninyo ni Client
kung kailan sya magbabayad.

4.

Payment

FOUR MAJOR COMMUNICATION SKILLS

1.

Composure

For you to be composed:

Relax and Confident

You should know how to use pause and shut up this will also help you know if your client is interested on what you
are saying. If you can maintain this attitude during negotiation lalabas ang maturity mo.
Note: Through pauses, pwedeng mag-iba ang personality ng nagsasalita.

Dapat may clarity (one idea at a time, present to a 5 year old)- para magkaron ng clarity dapat hindi sabay sabay ang
sentence sa isang salitaan.

At dapat consistent ang tone of voice, kung ano ka sa simula till the end of the conversation dapat ganun pa din
kumbaga panindigan mo kung ano ka.

Wag mag magaling kung yung composure mo sa simula wala na tapos at the middle of the conversation saka ka magmamagaling.
Modulation

This is your stage voice. When we say stage voice this is not the normal voice were using for everyday living.

Training and Development

SP Madrid and Associates

2.9.15 Basic manual

If your voice is properly modulated, you will become authoritative to clients ears. And being authoritative will also
help you to get their respect.

2.

Pronunciation

Question: Bakit kailangan maayos ang pronunciation?

Answer: Para you will sounds like an educated person.

Be carefull with your pronunciation and choice of words.

When you pronounced a word it should be Clear and decisive- wag lalagyan ng accent, hindi ka maiintindihan ng
kausap mo.
Clarity

3.

Style flex-

Kayang mag switch off ng different personalities, different emotions.

Ito yung mood mo sa phone and styleflex is same with TONALITY.

If you know how to use styleflex, Youll also know how to get the trust and respect of your client, ibig sabihin sa
simula kunin ko muna yung Trust ni CH then pag nakuha ko na yung trust next na yung respect.
Tonality

This is the rise and fall of your voice

Tone involves the volume you use, the level and type of emotion that you communicate and the emphasis that you
place on the words that you choose.

Activity 1:
To see how this works, try saying the sentences below with the emphasis each time on the word in bold.
I didnt say he borrowed my book.
I didnt say he borrowed my book.
I didnt say he borrowed my book.
I didnt say he borrowed my book.
I didnt say he borrowed my book.
I didnt say he borrowed my book.
I didnt say he borrowed my book
Parehong sentence pero magkaka-iba ng meaning depende sa ine-emphasized na word. Mas nakakapag bigay ng tamang
information ang tonality, mas napaparamdam kung ano na ang sitwasyon
4.

Decisiveness

Kayang panindigan ang sinabi tama man o hindi.

Confident and sure, kahit hindi sigurado sa sinasabi.

Sabi nga ni Sir Ian, PEOPLE ARE BUYING TRUST OVER THE PHONE ibig sabihin kahit na scam kung napaniwala ang
client, nagbabayad kaya dapat confident sa mga sinasabi o binibitawan na salita dahil dito nakasalalay ang tiwala na
makukuha ko kay CH.

Training and Development

SP Madrid and Associates

2.9.15 Basic manual

Tip:
In communication
*Words make up only- 7%
The next obvious question is, if our words make up only 7% of our communication, what makes up the other 93%?
* Tonality of our voice when we speak is responsible for 38% of our communication.
*and a massive 55% of our communication is conveyed through our physiology (body language)- how we position
and move our body during our communication.
Examples of body language include:

Facial expressions
The way they are standing or sitting
Gestures with their arms or hands
Eye contact (or lack thereof)
Breathing rate
Swallowing or coughing
Blushing
Fidgeting

Activity 2: Pronunciation Drill

Tagalog and English
Tongue Twister
Story Reading
Roleplay

Training and Development

SP Madrid and Associates

2.9.15 Basic manual

Training and Development