CIRCUMSTANCIAL 
In debt due to unforeseen circumstances like illness, accident, death, flood, divorce.
determine what happened and why it causes the customer not to pay

INTELLECTUAL
Doesn't know how to manage their money, often takes action without thinking about the consequences.
Help this customer understand the situation by calm explanation and suggesting money sources
"Money Source" examples
Borrow from Friends/Family
Credit card
Loans/Savings
Yard Sale
Make it as easy as possible for the customer to pay the bill.

EMOTIONAL 
Could have personal problems. May buy on impulse.
Ask questions to determine the customer's needs and discover sources of money

INTENT TO DECEIVE
Never intended to pay for the product or service
Identify as quickly as possible
Follow fraud procedures when applicable


ASK FOR PAYMENT IN FULL (PIF) ~ Use the "Psychological Pause"

Communicate to the customer that the Total balance is due, then wait for the customer's response.

EXAMPLE: "Currently you owe $793.97 will you be paying that by credit card today?"

Remain in control—don't speak until consumer does.
Gives the customer a question to be answered.
Shifts burden of conversation to the customer.
Listen to what the customer says.


Use a "POSITIVE APPROACH"
Fair play
People want to be known as honest and fair.  You can say that when Frontier provided the service for you, it was based on their promise to pay. 
EXAMPLE: "We provided you with service when you needed it. It is only fair to pay for the service you used."
 

FREEDOM from WORRY

Paying this bill will give the customer one less thing to worry about.  
EXAMPLE: "As soon as you pay your bill, you know that your service will be secure. Pay in full today, and you won't have to worry about this until the ___________[next month bill]"

SATISFACTION OF DOING THE RIGHT THING
People need to be reminded that paying their bill is the right thing to do. 
EXAMPLE: "Paying your bill is the right thing to do." 

SAVING OF ADDITIONAL EXPENSES
Consider additional expense to include the "time and trouble" involved in avoiding a bill.  Pay it now, quickly and easily, before it becomes a bigger problem.
EXAMPLE: "If you take care of this now, you won't experience delays when you need to get credit later."

IMPORTANCE OF FUTURE CREDIT 
The bill could be listed on their credit, and this will be important to them if they want to buy a car or get a mortgage.  
EXAMPLE: "Protect your future credit rating by paying in full today."


NEGATIVE APPROACHES – use a last resort
* based on anxiety and the consumer's fear of the consequences of non-payment

EXAMPLES:

* "Service will be turned off (TD) if payment is not received by the final Pay * date of the reminder notice"
* "Service will be permanently disconnected & termination charges will apply."
* "Pay now to prevent further problems." 
* "If this debt is reported to your credit you may be denied a home or auto loan 
    in the future or you will have to pay a higher interest rate."    

CALL COLLECTION EXAMPLE 

Call Stage 
* Greeting 
* ​Preferred Contact Information
* Ask for PIF & pause
* Freedom from Worry
* In debt due to Circumstance
* Question to discover the consumer's position and ability to pay
* Recap
* Closing