Communication Techniques

Master Your Communication Skills

Test your knowledge on effective communication techniques essential for credit collection. This quiz covers various topics from negotiation strategies to customer engagement methods, providing you with valuable insights to improve your communication skills.

10 multiple choice questions
Scores provided for each answer
Learn best practices for successful interactions

10 Questions2 MinutesCreated by EngagingVoice231

1) In its most primitive form, how are Collection activities done?

A) By using diplomacy and sending affable letters to your debtors

B) By the use of verbal threats or physical force

C) By calling the police in the hopes they will help you

2) What are the main roles and responsibilities of a Credit Collector?

A) To follow-up on customers late-payments and credit card habits

B) To identify recurrent issues and propose improvements, in partnership with other stakeholders

C) To follow-up on customers late and early payments

D) To call IRS to check up on your customer’s financial health

3) Which are common reasons for having overdue items?

A) Different quantities/ price and Dow Jones market floating

B) Incorrect data on invoices (wrong name, wrong VAT, wrong address, wrong/inexistent Purchase Order, missing proof of delivery)

C) Voluntary delay to improve Cash-Flow and Window shopping

D) Invoice and accountant are missing

4) In what situations should Collections obtain the payment details that AR is missing from the customer?

A) When there are unmatched payments: payments received for which the customer account was identified but there are no complete details of the invoices paid (not possible to perform clearing)

B) When there are unallocated payments: payments received for which the vendor account was not identified (not possible to post payment on account neither perform clearing)

C) When Solvay needs extra incoming cash to balance out the financial sheet at the end of the month

D) When requesting customers to send their remittance advices at [email protected] to avoid clearing delays

5) What should each collector have in her/his Tool-Kit?

A) Plenty of cash to make up for poor financial results

B) Negotiation abilities and sign language knowledge

C) Assertiveness, achievement-drive and efficient communication

D) Excellent voicing skills over the phone because many customers are hard of hearing

6) What can we feel and guess on the phone?

A) If the person on the other end is in a faraway land, as calls tend to break up a lot

B) One’s smile, voice tone and commitment

C) If the person is a bad payer or a promise breaker, right from the start

7) Which of the following options would the best example of positive communication, when contacting a customer?

A) In order to ensure the timely delivery of the next order, can you please confirm that the payment of your last invoice has been made?

B) I would like you to pay the overdue invoice on time, sir. Or else I will call the Polizei on you.

C) So it is not possible to perform payment before the end of the month? Why not? Are you broke?

D) So the accountant is away today? Can I have his personal number so I can call him now?

8) When calling a customer, what are some of the golden rules for a successful call?

A) Present yourself, the purpose of the call, ask questions , negotiate and summarize the actions to be taken

B) Introduce the company you represent, do not propose solutions as you don’t have enough decision power, use a neutral voice tone not to offend your customer

C) Introduce yourself and the company you represent but when discussing matters with the customer do not repeat verbally the agreed actions, as this reminder might lead your customer to think you are calling him stupid

D) Reformulate, summarize the actions to be taken and if necessary interrupt the customer vigorously so that they don’t think you are a weakling

9) As far as negotiation abilities is concerned, what should you do if your customer does not sound interested in your proposition or sounds put off by your call?

A) you should not force the mood of the call and so you should propose to set up a new call/meeting

B) you best readdress the whole proposition/negotiation again, while highlighting the advantages for the customer and for your company

C) you better raise your voice and make the person understand you mean business

D) you should excuse yourself from the call and contact the sales management to complain about the customer

10) Which of the following scenarios is closest to good and effective phone call, as far as communication is concerned?

A) “Hello there! My name is Alfredo, that’s A-L-F-R-E-D-O from Solvay, and I’m calling you because you owe us a couple of thousands of Euro”

B) “So, the invoice is paid by tomorrow and next time around we should get in touch with you directly via +00xxxxxxxx585, right? Thank you Frank, and have a nice week!”

C) “I agree with you Mr. Stevenson. The problem is that we are running out of stock so if you still want to get your next shipment, you better pay the overdue invoices asap”

D) “Under no circumstances can we accept your excuses for paying the invoice too late. Pay until the end of the day or we will freeze your account as bad payer”

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