PCS Collection Strategies & Methods 3

Question 1

Which negotiation technique involves a collector starting with a high demand to leave room for concessions toward the actual target settlement?

Accepted Answer

Anchoring

Answer

Anchoring sets the initial reference point high so that any concession still moves the debtor toward the collector's actual goal.

Question 2

When a debtor claims to have already paid an account, the collector's best immediate action is to:

Accepted Answer

Place the account on hold and request documentation from both parties

Answer

Placing the account on hold while gathering documentation prevents potential FDCPA violations from continuing to collect on a possibly paid debt.

Question 3

In the context of collection, 'right-party contact' (RPC) most directly impacts which performance metric?

Accepted Answer

Promises-to-pay rate and dollars collected

Answer

Right-party contact is the gateway to all productive collection activity — without reaching the debtor, no promises-to-pay or payments can be obtained.

Question 4

A debtor makes a verbal promise to pay but does not follow through. Which strategy should the collector use on the next contact?

Accepted Answer

Reference the prior commitment and explore the reason for non-payment

Answer

Referencing the prior promise creates accountability and opens a dialogue to understand and overcome the barrier that prevented payment.

Question 5

Under the FDCPA, which of the following constitutes a prohibited 'false representation' in collecting a debt?

Accepted Answer

Claiming the collector is an attorney when they are not

Answer

FDCPA §807(3) expressly prohibits falsely representing that the collector is an attorney or that a communication is from an attorney.

(PCS) Professional Collection Specialist Practice Test

(PCS) Professional Collection Specialist Practice Test

PCS Collection Strategies & Methods 3