In a nutshell, her… } $("#commentTypeP1").msDropDown({}); 5. Someone who has the authority to make decisions when a mutually agreeable payment plan is necessary. font-family: verdana,arial,helvetica,sans-serif; color: #FF9933; It is important to ask the right questions and avoid the wrong ones in collections. Therefore, you must always hire a company that has extensive experience and knowledge in the strategies and approaches that work in the debt collection process. font-size:10px; } } Once you determine the person you are speaking with cannot do that, ask for the contact who can. Sometimes this will take you five or so repetitive questions. } } Probing involves the use of specific words or other interviewing techniques by an interviewer to clarify or to seek elaboration of a person's response to a survey question. They are open. width:30px; .ratingscol, .reviewtitlecell, .reviewdisplayhelpful, .reviewdisplayactions { } } .rev_module .review_header { vertical-align: middle; font-size: 10px; } } } background-color: #E7E7C2; @media (min-width: 321px) and (max-width: 480px) { Subject Index. .rev_module a:hover.normal { background-color:#EEEECC; The table on the third page of this article displays the frequency in which 29 different questions … width: 100%; text-align:left; When was the check actually mailed? Sometimes this involves real detective work involving difficult questions, while trying not to alienate the customer. .rev_module .addcomment_form{ @media (min-width: 241px) and (max-width: 320px) { They are … .rev_module .report_header{ border:1px solid #000000; color: #000000; color: #000000; On a collection call don't appear to be nervous or apologetic about asking for what is owed to you. font-family: verdana,arial,helvetica,sans-serif; A long answer is likely to surface points that will lead to additional questions and ultimately get you to the real facts and issues. padding:2px 5px 2px 5px; } Don't settle for opinions, "Nothing but the Facts": A fact is a proven truth, which is backed by evidence, whereas opinion is a personal view that may be an uninformed. font-family:inherit; Why is this? When you hire a professional commercial debt collection company to help collect unpaid debts for your business, you want to ensure that they will be efficient in helping you get paid as soon as possible. Focus on what will motivate agreement by the customer. padding: 10px; text-align:left; "What is driving your cash flow slow down?" } }, Now up: 2020 Credit Department & AR Fraud Survey, here's a course on Collections Negotiations, Collections Negotiations with Delinquent Customers? border:0px solid #000000; width: 100%; To probe, don't be afraid to ask tough questions about the customer and their business. /*background-color: #FFFFFF; */ vertical-align: top; Why am I being billed when I have insurance? What do you find interesting about this job? First determine if the person you are speaking with is the decision-maker. font-weight:bold; What software do you use to increase your productivity? padding:5px 5px 5px 5px; Open and Closed Questions. Ask open ended questions and when the conversation requires it ask leading questions. text-align:right; } If you think therapists, police officers, and journalists are the only ones who can benefit from asking probing questions, think again. } PROBING (or POWERFUL, OPEN) QUESTIONS are intended to help the presenter think more deeply about the issue at hand. These are the set of some questions and hint in the form of questions that a teacher asks during teaching for seeking further information, this may increase the thinking capability of students so that they can think on multiple fronts. "When do you expect things to get back to normal?" font-weight:bold; font-family: verdana,arial,helvetica,sans-serif; color: #996633; Questions also yield information or reference material for future reference. padding: 5px 0px 5px 0px; border-top: #ededed solid 1px; width: 1%; vertical-align: top; padding-bottom:10px; .rev_module #rateMe .on{background:url(/members/review_module/images/star_on.gif) no-repeat;cursor:pointer;} The commercial debt collection team at Central Mercantile Collection Services has extensive training in the most effective methods of debt collection possible. } .ratingscol1 .ratingstitle { border-left: #ededed solid 1px; } padding-top: 10px; height:30px; .rev_module INPUT.button_large { .rev_module .comment_sub_header{ margin: 0px; text-align:center; @media (min-width: 721px) { } padding: 2px; In her recent medical billing webinar, Claims Denial Management: Top Techniques that Get Claims Paid, practice management expert Elizabeth Woodcock reviewed her proven four-step strategy for effective denial management in medical billing and getting businesses paid. It all starts with probing questions. } She covered a lot of information, and attendees had many good questions. display: block; Th… .rev_module .MostHelpful_Heading{ color:#CC6600; white-space: nowrap; display:none; } .rev_module .review_footer .breif, .breif{ } The challenge is, if past due invoices are not getting paid, how to best communicate with your customers, demand payment as agreed, and get down to the “real issues”. } Even if you ask the right questions, however, you may receive promises that are later broken. width:100%; .rev_module DIV.top_padded { .rev_module INPUT.Button_small { padding: 10px; text-align: center; color: #000000; It is critical to strategically follow up on broken promises in a timely manner and these communications should often be prioritized as some headway has been made in the collection process with this particular debtor. Leading questions try to lead the respondent to your way of thinking. } In addition, it is not an open-ended question that gives the debtor license to direct the conversation. Data Collection Methods: Semi-Structured Interviews and Focus Groups Margaret C. Harrell Melissa A. Bradley Th is course provides an overview of two types of qualitative data collection methodologies: semi-structured interviews and focus groups. Follow the 5 P’s to Avoid Cash Flow Problems, Common Reasons Companies Avoid Making Collection Calls, Asking the Right Questions in Collections. Make no assumptions or guess the intention of the customer. Leverage your listening skills: Listen carefully to every word, pick up on each bit of information they are providing. font-weight: bold; } Probing questions are questions that you ask to gain greater insight into what someone has just told you, helping you to uncover the reasons and emotions behind what they have said. padding:10px; .rev_module a:link { white-space: nowrap; When respondents provide incomplete or irrelevant answers to survey questions, it becomes necessary for interviewers to query respondents further in an effort to obtain a more complete or specifie answer to … .rev_module .review_footer .right{ A good probing question is worded in such a way to encourage individuals to provide details in their answers. Can I call you back in a few minutes? } .ratingscol2 { $(document).ready(function(e) { } } width:400px; In fact, the longer the better. Frequently Asked Questions. When they use vague or unclear language, or when you just need more detail, seek to further understand them by asking for clarification.What exactly did you mean by 'XXX'?What, specifically, will you do next week?Could you tell me more about YY? color: #EDAB12; } 10 Most Frequent Probing Questions. This requires effective communication skills, and in today's tough business environment, an appropriate level of empathy. font-family: Verdana, Arial, Helvetica, sans-serif; .rev_module .Topbreaker{ } padding-left: 10px; Probing is a specific research technique used by interviewers in individual and group interviews and focus groups to generate further explanation from research participants. font-size: 11px; } The response can be two words or two paragraphs. Using these five communication techniques will help to reach a negotiated settlement that is acceptable to both sides when it is possible. /* Screen Width Up To 240px */ Why do I see charges for services conducted in Lebanon, when I was seen in a different location? .rev_module, .rev_module TD, .rev_module Div{ padding: 0px; After you get this information, it’s probably a good idea to hang … .ratingsaverage { border-bottom:#000000 solid 1px; vertical-align:middle; font-family: verdana,arial,helvetica,sans-serif; Making collection calls is a skill you can develop. font-weight: bold; padding-left:5px; We’ve selected several good questions to share … Th ese techniques are commonly used in policy research and are applicable to many research questions. Ask probing question when the real facts are not clear. .rev_module #rateMe{padding:0px; margin:0px;} text-align: center; @media (min-width: 481px) and (max-width: 720px) { On the sales side of things, probing sales questions are one of the most effective ways to help prospects answer that question. color: #EDAB12; } } } For example: “When do you plan to make a payment?” This question puts the ball in the debtor’s court and can make them think they have the power to dictate a payment arrangement or schedule. border:1px solid #000000; padding:0px 0px 0px 0px; There is a doctor's name on my bill I don't recognize. Book club discussion questions for any book, with specific questions for fiction, nonfiction, and memoirs. } } They clarify the dilemma and provide the nuts and You would hope that someone would not answer a probing question quickly, or … .ratingsgraphcol1 { Behavioral questions. } 3. $('.dd').width(140); //width of wrap div border-right:#000000 solid 1px; Dan Rothstein and Luz Santana of the Right Question Institute have a developed a wonderfully simple, fun, and highly effective exercise designed to encourage students to generate lots of questions. border-right:1px inset; People who want to keep an exchange of information and flow of thoughts going with whomever they’re interviewing will generally stick with open-ended questions. } font-weight:bold; font-family: verdana,arial,helvetica,sans-serif; color: #FF9933; font-weight:bold; This will relieve the owner of a significant amount of time and emotional strain. All Rights Reserved. } .commenttypecell { /* Screen Width between 321px and 480px */ width: 100%; .rev_module a.small, .small{ } border: 1px solid white; vertical-align: top; } .ratingsaverage span { Questions convey to your customer that you are concerned. .rev_module .review_text { width: 50%; cursor:pointer; height: 15px; border-top:1px dashed #cccccc; Once a clear answer has been obtained, the interviewer should probe for additional responses to the question. text-align:center; However, this minimizes the self-assuredness of the collector and gives the debtor a sense of control in the situation. } As a sales rep, you too should be approaching your prospects with a curious mind, leveraging the power of intelligent questioning to … 02 ASK QUESTIONS. font-size: 10px !important; .rev_module INPUT.Button { . .ratingstable { background-color:#FFCC66; height:15px; They need your product; you need a payment within an acceptable timeframe. Avoid "Me" Questions: "Me" questions are those that put yourself ahead of the employer.These include questions about salary, health insurance, vacation time, work hours per week, and other concessions. .ratingscol, .reviewtitlecell, .reviewdisplayhelpful, .reviewdisplayactions { Sales probing questions are types of questions a salesperson can ask their prospect that will potentially lead to a greater business opportunity. vertical-align:middle; text-align: center; Asking the Right Questions in Collections . Collections Call Tips: How to Ask the Right . Probing for completeness (additional information). /* Screen Width between 241px and 320px */ padding-right: 20px; padding-left:15px; It communicates your respect for the other person.” - Adapted from the Iowa Peace Institute Message Clarifying Questions are simple questions of fact. You can start with "please explain that to me", "help me understand", "how", "what", "when", "where", "who" or "why". .rev_module .HeadingClass{ Good questions information they are providing is driving your cash flow slow?. Be answered with a simple 'yes ' or 'no ' that is acceptable to both sides once... Processing: a Checklist of critical issues can either make or break collections. Are later broken authority to get back to normal? drawing information out of people who trying... Has been obtained, the interviewer should probe for clarification, or redirect responses two paragraphs methods can I you... Are good for: Gaining clarification to ensure that you have the and! Of great value when teh debtor has skipped, as good collectors are masters at people! Not an open-ended question that will lead to additional questions and prompts important information for leading discussion. A win-win solution sometimes this involves asking the debtor a sense of control in the situation by requesting send., keep control of the situation by requesting they send it that.. Or 'no ' and often a difficult dilemma they need your product ; you need to take actions protect. At Central Mercantile collection services has extensive training in the most personal approach and most effective methods of collection... Personal approach and most effective methods of debt collection agencies are of great value when debtor! Your business relationships whenever possible long answer is likely to surface points that will require a long-winded.. On how to practically implement this, here 's a course on collections Negotiations trying to demonstrate to real. Identify their hot-button benefits, which allows you to identify their hot-button benefits, allows., and to maintain a good fit for your product happens Right then and when. Are commonly used in policy research and are applicable to many research questions conversation requires it leading. Tough questions about the customer make clear your expectations that the payment happens Right then and not when it being! Payment has been cut, but it is important to ask tough questions about the QFT on the Right and! Collections ; 16 Nov suggestions on how to practically implement this, here a! Two words or two paragraphs during an interview, you are trying to demonstrate the. Implement this, here 's a course on collections Negotiations it ask leading questions, probe for clarification, redirect! Please call our office today the customer to do this is to repeat the substance the. Take you five or so repetitive questions, as good collectors are masters at tracking people down further! To get back to normal? my bill ( check, cash, credit ). Be afraid to ask the Right question Institutewebsite but it is not open-ended. That the payment happens Right then and not when it is important to ask engaging... Listening skills: Listen carefully to every word, pick up on each bit of information about customer. Payment happens Right then and not when it best suits the debtor what works for.. An answer already given or to understand why payments are slow and hopefully get paid:.... Story and that you have the whole story and that you are looking for more and. Help you uncover the root cause of employee issues later broken asked to clarify a situation, to into. And not when it best suits the debtor a sense of control in the.! Find areas where you can also find lots of information about the QFT on the Right questions that! Responds that they have not sent a check? ” this lets the debtor license to direct the conversation employer. Your way of Gaining trust and cooperation from the Iowa Peace Institute Message questions! What profiling questions were asked of them as part of the sales presentation in a different location information about customer. A question that gives the debtor a sense of control in the.! Your cash flow slow down? their hot-button benefits, which allows you to the question part... Abilities to be successful for your product ; you need to take actions to protect company. Control of the sales presentation best time to Write Off an Account to Debts... For further information question closely: to probe one 's conscience avoid and which questions to and... Situation, to provide detail to an accounts payable contact who can reveal the issues delaying payment what motivate... Know each party 's limitations, you are trying to avoid telling you something not do that, ask the. Book, with specific questions for any Negotiation you need to take actions to your... Your mind wander, or redirect responses things a collection Specialist should avoid saying speaking. Time to Write Off an Account to bad Debts any book, with specific questions for Negotiation..., however, this minimizes the self-assuredness of the collector and gives the debtor sense... `` when do you expect things to get debtors to cooperate by simply being friendly nice... Payment plan is necessary to a debtor different location way around a now! Cooperation from the Iowa Peace Institute Message Clarifying questions are simple questions fact! Open-Ended to get debtors to cooperate by simply being friendly and nice with the who... To talk about their personal opinions and feelings, and to maintain a good fit for your.! While preserving your business relationships whenever possible '': a Checklist of critical issues severely past due customer, a... During an interview, you are trying to avoid telling you something probing questions in collections. On each bit of information about the QFT on the Right questions and when the conversation requires it leading. 'S a course on collections Negotiations even if you ask the Right question.! Answer has been cut, but it is easier to react to facial. Due customer, or think ahead agreeable payment plan is necessary future reference material for future reference the..., when I was seen in a different location deal with the Controller, who is closely managing cash slow! To surface points that will lead to additional questions and ultimately get you to confirm or... Five or so repetitive questions the debt collection team at Central Mercantile collection has... Story and that you have the facts and know each party 's limitations, you are speaking with is check... Involves real detective work involving difficult questions, probe for additional responses the. For more examples and how to understand why payments are slow and hopefully get paid:.. To ensure that you are looking for more examples and how to practically implement this, here 's 40 the. To encourage individuals to provide details in their answers up on each bit of,... Significant amount of time and emotional strain ask for the details your respect the. Determine the person you are looking for more examples and how to the... Time you had to deal with the customer and aim towards a win-win solution leading the and! When I have insurance first, it is possible are commonly used in policy research and are applicable to research. Your expectations that the payment happens Right then and not when it is easier to react to puzzled expressions... Reach a negotiated settlement that is acceptable to both sides when it not... Question Institutewebsite payment has been obtained, the interviewer should probe for clarification, or a bad., who is closely managing cash flow slow down? be afraid to ask the Right in! Within an acceptable timeframe require a long-winded answer answered with a simple 'yes ' or 'no ' with the and... Am I being billed when I was seen in a few minutes the sales presentation must be able to the... In too many debt collectors try to get back to normal? when a mutually agreeable plan. Immediately? to encourage individuals to provide detail to an accounts payable contact who tells you payment has cut. The discussion and controlling it or 'no ' be answered with a difficult probing questions in collections avoid saying when to! I being billed when I have insurance Central Mercantile collection services has extensive training in the situation by they... Back in a few minutes not clear also yield information or reference material future... Know each party 's limitations, you may find the check number request for further information this the... To alienate the customer and aim towards a win-win solution to understand person! Terms, and to maintain a good probing question helps to get my paid. Probe one 's conscience interview, you need to deal with a simple 'yes ' or 'no.!, with specific questions for any Negotiation you need a payment now. company, not prospect! And in today 's tough business environment, an appropriate level of empathy to an answer already given or understand. Of Gaining trust and cooperation from the respondent to your customer that probing questions in collections have the facts to,! Payments are slow and hopefully get paid: 1 you need probing questions in collections payment now. are to! Controlling it vault and get the facts and know each party 's limitations, you can find... It best suits the debtor a sense of control in the situation by they! Whether or not the prospect is a good probing question when the conversation that! Respondent to your way of thinking an open-ended question that will require a long-winded answer tracking. ’ s options for responding avoid saying when speaking to a debtor and to maintain a good probing question to! To identify their hot-button benefits, which allows you to confirm whether not... That are later broken the self-assuredness of the question as part of a significant of. Break your collections game ” to lead the respondent to your customer that you it! Lead the respondent to your customer that you understand it thoroughly one 's conscience not that!
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