Description
The telephone follow-up aims to improve cash flow and financial results as well as reduce losses. It also aims to preserve or even strengthen the commercial relationship. This very practical training in invoice recovery has been designed to meet the needs of operational staff: it is focused on role plays.
Who is this training for ?
For whom ?Responsible for recovery. Accounting and sales assistant.
Prerequisites
Training objectives
Training program
- Legal framework for recovery
- Laws on payment deadlines, can we refuse to sell, block deliveries? Legal situation.
- Prepare for the telephone interview Define your priorities: old scales, electronic diary. Develop your recovery form.
- The different levels of recovery.
- Practice telephone reminders Adjust your voice: volume, flow, intonation. Structuring your interview to increase efficiency: the 4 Cs: contact, understand, convince, conclude. Positive expressions and to avoid.
- 'Cushion' formulas to cushion the necessary directivity.
- Different questions: open, closed, neutral, leading.
- Rephrase to avoid misunderstandings: role plays , SRAM: practice questioning, gabriel: practice C.
- 4React well in difficult cases
- Control a talkative customer.
- Respond to an aggressive customer.
- Avoid triggering aggression.
- Know how to say no and preserve relationship: DESC; role-playing games: DESC; Brutus, the aggressive client.
- Negotiate an agreement Define your objective and your room for maneuver. Counterparty to a concession?
- Indicate the consequences in the event of disagreement: Tristan case: negotiate an agreement.
- Use writing
- Use writing wisely.
- Writing tips, terms.
- Exercise: correct a follow-up letter.
- Remote activity
- To practice on topics covered in training: an e-learning module 'Assertiveness: methods and tools'.
