Communication & Negotiation Skills Flashcards

A debtor says, "I can't pay anything this month because I was laid off." What is the BEST first response from the collector?

Answer: Acknowledge the hardship and ask questions about their current income and expenses

Showing empathy and then gathering facts about the debtor's finances lets the collector offer a realistic solution while keeping the debtor engaged.

What is the main purpose of using open-ended questions during a collection call?

Answer: To encourage the debtor to explain their situation and reveal useful information

Open-ended questions invite detailed answers that uncover the debtor's ability and willingness to pay.

In negotiation, what does the acronym BATNA stand for?

Answer: Best Alternative To a Negotiated Agreement

BATNA is the best option a party has if the negotiation fails, and it sets their walk-away leverage.

A collector says, "So what I'm hearing is that you can pay $150 on the 15th once your paycheck clears — is that right?" Which technique is this?

Answer: Paraphrasing to confirm understanding

Paraphrasing repeats the debtor's commitment back to them, which confirms the details and strengthens the commitment.

Which approach BEST handles a debtor who becomes verbally hostile on a call?

Answer: Stay calm, keep a neutral tone, and steer the conversation back to resolving the account

Staying professional calms the situation and keeps the call focused on resolution, without giving the debtor a reason to complain.

After the collector makes a payment proposal, staying silent for a few seconds is useful mainly because it:

Answer: Gives the debtor room to think about and answer the proposal, often leading to a commitment

Strategic silence puts the next move on the debtor and keeps the collector from negotiating against their own offer.

When a debtor promises to pay, which detail is MOST important for the collector to confirm before ending the call?

Answer: The exact amount, date, and payment method

A promise to pay is only enforceable and trackable when the amount, date, and method are specific and confirmed.