Communication & Negotiation Skills Flashcards

A debtor gives the objection, "I need to talk to my spouse first." What is the BEST collector response?

Answer: Acknowledge it, ask what the spouse might be concerned about, and set a specific follow-up time or a smaller good-faith payment now

Handling the objection respectfully while securing a follow-up time or partial commitment keeps the account moving.

Which question is an example of a closed-ended question used to confirm a commitment?

Answer: "Can you confirm the $200 payment will be made by debit card on Friday?"

Closed-ended questions get a definite yes or no, which works well for locking in agreed terms.

When a collector receives a written request from a consumer to stop all communication, what is generally permitted under the FDCPA?

Answer: Only notifying the consumer that collection efforts are ending or that specific remedies may be invoked

After a cease-communication request, the collector may only send limited notices, such as that efforts are ending or that a specific remedy is being invoked.

What is the MAIN risk of a collector making too many concessions too quickly?

Answer: It signals more flexibility exists, encouraging the debtor to keep pushing for better terms

Fast, large concessions teach the debtor that holding out brings better offers, which lowers recovery.

A collector says, "Most customers in your situation choose to set up an automatic payment so they never miss a date." Which persuasion principle is being used?

Answer: Social proof

Social proof encourages people to follow what others like them do.

Why is accurate, same-day documentation of every collection conversation important?

Answer: It supports compliance, gives the next collector context, and provides evidence if there is a dispute or complaint

Detailed notes protect the agency in disputes and let anyone who handles the account next continue without repeating work.

A debtor is clearly confused by financial terms. Which communication adjustment is MOST appropriate?

Answer: Use plain language, explain the terms simply, and check that the debtor understands

Plain language and comprehension checks make sure the debtor understands the agreement, which reduces broken promises and complaints.