Offline Notepad View raw

Shared snapshot

PA speil collecting money

Ask probing questions to overcome objections

Are you able to pay the balance in full today? I see you have a payment method on file, can we use that? What is the most you can pay today? When would be the earliest you can make a payment?

Start with the balance in full then negotiate to secure the account.

  1. Attempt to collect the account balance in full. Example scripting: I am so sorry to hear your device is not working properly, I can definitely help you troubleshoot to determine what’s happening. Before we start troubleshooting your device, I see there is a balance of $XXX.XX, can we use the card ending in XXXX to process the payment?
  2. If the customer cannot pay the balance in full, attempt to collect the full past due balance. I get it. It’s a large billing amount to pay all at once. There is a total past due balance of $XXX.XX. Making a payment for this amount will bring your account current. I want to make sure you stay connected. How does that sound? 3.If the customer cannot pay the full past due balance, attempt to collect the oldest past due amount (30 days past due) if applicable. Example scripting: No worries. Sounds like you may need a payment arrangement to help you with securing the account and giving you a bit more time to pay. To qualify for an arrangement, your account will need to be less than 30 days past due. I recommend making a payment for your oldest past due balance amount of $XXX.XX so that we can get the arrangement secured. Will that work for you? 4.If the customer cannot pay the oldest past due amount (greater than 30 days past due if applicable) or requests a payment arrangement, attempt to collect any payment the customer can make today. Remind them of the inconvenience of missing a payment.

Example scripting: If the customer is less than 30 days past due and requests PA:

No worries. I am happy to look at payment arrangement options for you. What is the most you can pay today to get the payment arrangement started? Soliciting any payment amount and customer is unable to pay the amount that is greater than 30 days past due: I understand not being able to make a payment for the oldest past due balance today. It’s important that we work towards reducing the overall balance. Is there any amount that you can pay today to help with lowering the billing amount?