How to understand the character of a debtor – and how to handle difficult people
How to effectively and accurately assess the credit risk and establish credit terms
How to target to improve cash flow and overcome customer objections
How to write effective collection letters and communicate to encourage payment
How to secure a debt and litigate, if necessary.
Credit Management Objectives:
Ways to improve profit
Forms of motivation
Positive attitudes and Vocal grooming:
Expressing empathy vs sympathy
Controlling volume, pitch and pace of speech
Relaxing and stressing the voice
De-stress your voice
Positive attitude and confidence
The assessment form
Clauses in the contract
Sources of information
Seven C’s of Credit
Terms and security:
Various Open Account terms
Instalment Sales Accounts
Electronic funds transfers
Trade Discount, Cash and Settlement Discount
Evaluating amount needed
Lien of ownership
Cession and Assignment
Verbal and non-verbal
Targeting your customers
Gaining attention – and keeping it
The telephone as a collection tool
Persuasion vs. Dominance
Telephone procedure: and Technique
Developing a Telephone Personality
Responsibility of Telephone Collector
Handling Promises and Commitments
Being a good ambassador for your Company
How to handle irate customers
Getting through to the decision maker
Recognising and acknowledging objections
Overcoming the objection
Listening, Follow-up and Closing procedures:
Follow-up on successful calls
Follow-up on broken promises
Listen for the real reason behind non-payment
Listen for closing clues
How to close the call
When to close the call
This course has been developed to benefit all Credit and Collection Managers, Credit Controllers/Officers, Debt Collectors, Debt Recovery Agents, or any other person responsible for, or involved with the evaluation and collection of debts. Small business owners will benefit from the practicality of the course.
In terms of the requirements of the National Qualification Framework as detailed by the South African Qualification Act, the course content is directed towards outcomes-based education. For this reason, delegates are consistently evaluated by the assignments submitted during the course to ensure that they have assimilated the subject to a satisfactory degree and will be able to perform the tasks taught. The course has been temporarily registered under the Services SETA. The full cost for the course is R6 900,00.
The course can be presented to companies for the benefit of their staff. Because of the required Skills Based content of the course, information presented is tailor made for the company for which the course is being presented.
Ideally, the course should be presented away from the normal working environment of the employees, thus eliminating interruptions and distraction from their daily workload. To facilitate interaction, the total number of delegates attending the course should not exceed 30.
Each delegate will be handed a full and comprehensive set of reference notes, as well as a computer disk containing he programmes mentioned above. The notes, handouts and programmes are copyrighted to PBS College.
Individual quotations will be given as the fee depends on the number of delegates attending the course. Costs and expenses are for the company for whom the course is being presented. These costs include the following:
The venue, which should preferably be away from the normal working environment of the delegates attending the course;
Duplication of workbooks;
Tea/coffee, refreshments and lunches;
Flip chart and pens;
Travelling and accommodation of the presenter of the course from Johannesburg.
This course is an outcomes-based course. Learners studying via distance learning submit assignments on which they are assessed. It is necessary to obtain at least 50% on every assignment to qualify for the Effective Credit Management and Control certificate.
In-house the learners are assessed during the two days of the course and qualify on outcomes-based assessments for the Effective Credit Management and Control certificate
Christine Jordaan was born and raised in the Republic of South African. Christine initially obtained a B.A degree.
She studied and obtained the master’s Degrees in business leadership and Diploma in Credit Management and several other financial disciplines. She is a Fellows of the South African and African Institutes of Credit Management and the Principal of PBS College.
She has presented various public and in-house training courses throughout South Africa, Namibia and neighbouring countries, to several large corporations and Government Institutions. They are currently actively presenting courses (both face-to-face and correspondence) in the certificate in Credit Management of the Institute of Credit Management since 1981.
She has been contracted to present correspondence courses in Credit Management disciplines to UNISA and also lectured at UNISA summer schools. She has also act as guest lecturers at several colleges and universities in Credit Management and has facilitated and organised various seminars for large corporations.
She was appointed members of the National Credit Education Forum since 1997 and is a past director on the board of the Association of Debt Recovery Agents. She is presently the chairperson of the Institute of Credit Management (Africa).
She has lectured extensively since 1981.
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