Whatever the area of expertise, whoever makes sales consequently needs to be prepared to deal with the default factor and how to reverse each case. For this, it is necessary to acquire knowledge and master some trading techniques.
After all, it is necessary to have sensitivity and empathy to understand the client’s situation, suggest a solution, and then reach a consensus on something good for both parties.
The more prepared the collection professional is, the better he will deal with objections and customer profiles.
To help in this challenge, we have prepared important tips on how to conduct a conversation using the best trading techniques.
Want to know more about trading? Continue reading this article!
Charge x Negotiate
Anyone who thinks that charging a customer is the same as negotiating is wrong. The concept of each one differs a lot.
The word charge is linked to receiving what belongs to us, as something that needs to happen by pressing the other party to comply with the agreement, making clear the consequences if it does not happen.
The act of negotiating refers to another context: it is to communicate effectively to reach a consensus on how to resolve the debt impasse. trading also involves studying the client’s history, understanding the profile, and, through empathy, getting him to commit to paying off the debt.
Trading is often the most viable way to achieve good results. However, it is important to remember that there are different profiles of defaulters:
- For incapacity: this is what happens with people who have always paid their debts, but find themselves in an adverse situation. For example: when something unexpected happens, like losing your job, having a case of death or illness in your family, etc. With this profile, the ideal is the trading and thus reach the best result for terms and conditions.
- Due to lack of commitment: it is a slightly more difficult profile to deal with, as there is no concern with paying off debts or being negative. In this case, the idea is to have a collection posture, warning about delays, interest, and other consequences.
Practical actions: preparation before talking to the client
Before starting to interact with the client and use the trading techniques, it is important to organize a step by step of how this contact will be. Therefore, it is essential:
Check the data and check the customer’s debt history
Rather it is worth a study on the profile of being caught off guard, isn’t it? Therefore, analyze having contact. Understand if the debt is recurring if it has a history of tradings and what solutions have been adopted.
It is necessary to show knowledge of the fact so that the client knows that his case is being treated with attention and respect by the company.
Always be polite
No matter how harshly the customer communicates, the professional in the collection and trading area should never match his tone. This will only cause further inconvenience since a discussion is not interesting for either party.
Therefore, maintaining cordiality, as well as respect, is essential to conduct the conversation. It is worth remembering that there is no way to know in which context the client is inserted, as well as the financial conditions that he is going through at that moment.
So, even if the conversation starts roughly, it is important to remain with the appropriate tone of voice and calm. Thus, the client realizes that being exalted will not help in the outcome of the case.
Study possible ways to pay off debt
Having studied the history of the debt and the customer, it is possible to ascertain which payment terms are available to him. That is, even before making the call, it is important to know what possible ways to pay off the debt.
If the client objects, stating that he does not have the full amount of the debt available, the trading, and the possible ways to resolve the pending issue come into play.
Practical actions: trading techniques
Now that you know what needs to be done before talking to the customer, it’s time to move on to the moment of contact. Come on!
1. Awaken an emotional connection
with the help of tools like rapport it is possible to create an emotional bond. For this, it is necessary to practice empathy, to make the customer more comfortable to talk and, consequently, more receptive to know the ways to pay the debt.
2. Don’t just give answers. Question
before starting a trading, ask the client what would be the best condition for him to pay the debt. Listen to what prevents him from assuming a larger share, for example, or what other values would be interesting.
In this way, the client realizes that there is an interest in the company in facilitating the payment of the debt, reconciling with the difficulty that he may be experiencing.
3. Have a script prepared for objections
It is important to point out which are the most common objections from customers and how to circumvent them, presenting arguments that can overcome the barriers placed by the customer.
For example, if he says he does not have the full payment amount, argue that you are prepared to split the debt in a way that is interesting to both parties.
4. Use mental triggers
The mental triggers are strategies used to cause a reaction in the other person, and to persuade to achieve the objective, which in this case is to recover the credit.
One of the possible mental triggers is that of trust, in which something that has been promised and fulfilled is mentioned.
In the case of trading, the product or service purchased and that there is now an expectation of this same customer return. That is, through an example situation it seeks to be matched in the same way.
5. Apply the silence technique
It is the technique in which the trading professional calls the client who is in debt and mentions that he did not find the payment in the system. After this speech, he is silent waiting for the client to give feedback on the fact.
Therefore, the moment of silence is so that the client has space to explain what happened and, thus, start the dialogue on possible forms of payment.
Remember that there is no rule to say which is the best trading technique. Each case, each client, requires a different way of interacting. The most important thing is to be prepared for all types of profiles.