cold call

Motivation: Treat Them the Way They Want to Be Treated

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I am most fascinated by what motivates people to share, and how to figure this out quickly, especially during a telephone conversation where you don’t have the benefit of body language. Contrary to what I have been taught: “Do not treat others like you would want to be treated.” Treat them the way THEY want to be treated.
I have applied Johari’s model to classifying those we talk to in the collection process. It’s helpful to be aware of their pre-disposition towards sharing versus what they know. My classifications are: Egocentric; Deeply Knowledgeable; Intellectual and Helpers.

Elicitation with Enthusiasm

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I have been using elicitation techniques for many years, but not quite in the military intelligence way, which seems like using the other person in a more negative way. These techniques take advantage of human tendencies to complain, gossip, correct and inform, which certainly works. However, I like to capture the human desire to be happy.

Tips to Improve Your Collection Interviews

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I recently gave a webinar on “How to improve your collection skills through interviewing and elicitation.” I particularly enjoyed the Q&A and will share my 2 favorites: What are some tips to get the interview in the first place? Reaching people live, referrals or customized email requests leading up to a phone call? How do you differentiate yourself from a telemarketer? Do you say what you’re doing?
Remember it’s not just what you say, but how you say it that makes you a successful interviewer.

© 2024 Ellen Naylor