Dealing with stalls and objections during a collections call is all part of the job, but that’s not to say that it isn’t frustrating. Collections is not an easy profession, but if you’re easily discouraged, overcoming objections can seem impossible. The next time you’re faced with a difficult call, follow these steps for overcoming objections in collections.
3 steps for overcoming objections in collections:
1. Validate the consumer’s feelings
Debt can be a touchy subject, and if they haven’t paid yet, it’s probably for a reason. When it comes down to it, all consumers really want is to be empathized with. Be sure to actively listen to their concerns and objections, so that you can validate their feelings appropriately. Remember – it’s another person with emotions and feelings on the other end of the line, and the more you’re able to connect, the better foundation of trust you’ll build.
2. Beat them to the punch
The best way to overcome an objection is to beat them to the punch and take it right out of their arsenal. If you were actively listening to their concerns, you probably already have a good idea about what their objection will entail. Before they have a chance to bring up their objections, preemptively shoot them down. For example, if they’ve hinted at being busy, start by shedding that excuse; “I know you’re busy, so I’ll only take up a few minutes of your time.” This allows you to move forward in the conversation without continuously taking steps backward.
3. Give options
Providing a consumer with options goes further than the matter you’re collecting on.
Consumers are more likely to pay on their debts if you provide them with options. Sometimes all it takes to overcome an objection is to offer a different course of action. Maybe they want to pay, but they don’t have the full amount yet and just need you to give them a gentle reminder in a few days. Whatever their reasoning may be, the best way to overcome an objection is to be available for them when they’re ready to handle their finances. The easiest way to do this? By leveraging DirectDrop Voicemail technology.
With DirectDrop Voicemail, a voicemail is sent directly to the consumer’s mobile phone, giving them the option to call back when it’s convenient for them. To learn more about our DirectDrop Voicemail technology and how it can help you limit difficult collections calls, reach out to us here.
