Objections and Rebuttals

Which statement better describes the meaning of “objections” in collections?

• When a customer gets angry and yells at us during the call

• When a customer hangs up the phone

• When a customer pays a debt

• When a customer raises a concern, issue or disagreement

Complete the sentence: An objection is any reason a customer provides to...

• Refuse to pay

• Agrees to pay

• Lease a vehicle

• Request for a supervisor

Which of these statements is correct regarding “objections”?

• Objections are rarely seen during the collections process

• Objections are a natural part of the collections process

Which of the following statements is an objection?

• Sure, I will be able to help you!

• I don't have the money to pay right now.

• How is your day going so far?

• I am able to make the payment today.

Which of the following statements is not an objection?

• I am too busy; call me later!

• I can't afford it right now.

• Which payment methods do you accept?

• I lost my job; I can't make the payment.

What is a good description of “rebuttal”?

• Presented in response to a claim, objection, or discussion.

• Putting yourself in the customer's shoes.

• Providing the best solution according to the customer's needs.

• Acknowledge the customer's feelings.

A rebuttal is often employed when a customer raises...

If a customer raises concerns about the accuracy of the debt information, what is a recommended strategy for handling this objection?

• Ignore the concern

• Politely acknowledge the objection

• Tell the customer that the information is final and can't be disputed

• Offer a discount to distract the customer from the accuracy issue

If a customer expresses dissatisfaction with the quality of the product or service provided, what is an effective way to address this objection in collections?

• Dismiss their dissatisfaction since is not related to the debt

• Apologize for the dissatisfaction, express understanding and find a solution

• Ignore their concerns and proceed to collect the debt

• Blame the customer for the dissatisfaction