Sense of urgency
PAINT A PICTURE How to use: -You use this in order for CH to easily visualize the legal, bank and collection process. Psychological Reason: -The CH is hearing the legal and bank process for the first time and sometimes they just say yes, even they don't understand anything. It's will be easier for them to understand instead of explaining it to them like a textbook, explain it to them like a tour guide like they are walking inside the office. -The human brain, when it imagines and when it thinks it sees pictures not text. Bonus Tip: -Instead of explaining the meaning of a process, you act as a tour guide. -Use names, definite time, name of department, and definite actions to properly use Paint a Picture. -Use basic simple action words. -Dapat may effort at dapat may drama sa istorya Types of Effort: -Napagod -Action Words -Nainip Types of Drama: -Nagalit -Mga mukang pera -Nanghaharang sa opisina -Maiinis
TELL A STORY How to use: -You refer to a previous story of a CH in order for the CH to easily visualize the process of what is about to happen. Psychological Reason: -People's mind and ears open up when they hear a story. -People can easily visualize stories more than a normal explanation. Bonus Tip: -Use the lines: "May kwento ako tungkol sa isang CH na parang katulad sa sitwasyon mo." "May kwento ako tungkol sa isang CH, na ayokong mangyari sa inyo." "May kwento ako sa ginawa namin sa isang CH, na sa tingin ko na posible nating gawin para matulungan ko kayo." -Give stories that is somewhat close to their situation. (Combination of Mirroring) -You can use scary stories for you to control what they should do and not do. -You can use inspirational stories to easily convince them when they are in doubt, rather than explaining the whole process. -You can save a lot of explanation time by just giving them a scary/inspirational story. -Use names, definite time, name of department, name of a place and definite actions to properly use Tell a story. -Use filler remembering words. (Filler- to add drama to your stories) -Reserve your bullets, be mysterious to CH at the beginning. If stories are delivered exagerately you will look like "manloloko or pa-uso". Leave suspense.
MIRRORING Description: "Birds of the same feather flocks together." People only listen to other people who share their similarities. This is used to get the trust side of the client. Psychological Reason: If you share their similar background, they would feel that you are a long lost friend. Relationships and rapport are built not by knowing each other for a long time, but by the number of personal experiences shared. -parang ang dating "pwede tayong maging close kasi may similarities tayo" -why are you using this, not to gain sympathy, but to gain the trust of the client How to use: -Learn to ask the right questions for them to open up their personal life. -Share a similar personal problem of yours (may or may not be true) to mirror the other person. -Sabay MOVE FORWARD TECHNIQUE. Kaya nga ho nandito kame kasi... Kaya nga kausap ko kayo tao sa tao kasi alam ko pinagdadaanan nyo. BONUS TIPS: -You don't need to ask personal questions to mirror them. If you listen carefully, you will always find clues on their background and you can mirror them. -Be careful in asking too much personal questions cause it would take so much time of your conversation. Learn to listen and close at the same time. -Things you can mirror: Children, Hardships, Abroad Experiences, OFW Relatives, Being a Parent, Profession -Use excited tone when using the technique "Parang ang feeling long lost friend ang dating or nakarelate ka bigla" WARNING: -Do not Mirror their financial difficulties and negative things in their life, only mirror things in life
use their own words
FOOT IN THE DOOR PRESENTATION TECHNIQUE (Relative of Backdoor Entrance Technique) When to use How to Use -if the CH is not interested to talk and wants to put down the phone the agent will convince the CH by saying that the presentation will only be 1 to 5 minutes only. -once the CH gives you a few minutes to talk it's like putting one of your feet inside andd eventually you will create an opportunity for you to be able to get your other foot inside and control and extend the presentation all the way to closing. Psychological Reason -we will take advantage of the weak human trait "Ang tao ay likas na makakalimutin." -when you ask for 5 minutes two things will happen (1) He will forget he is busy, (2) He will become interested in talking to you further. CH is just pretending to be busy and after 5 minutes of discussion since he is not really busy and if he becomes really interested eventually HE WILL FORGET about his busy alibi. People tend to forget about time when they are the one talking. Bonus Tip -Ask a lot of open ended questions for them to be talkative and exceed the 5 minutes. -If the CH says your time is up you tell him you haven't discussed anything yet because they are the one who is talking and ask open ended questions again for them to talk again. -Your first questions could be like your just filling up a quick survey for you to submit to the bank and later on spin the questions to why why why and what happened and then go with probe and test closing.
Combination -EGO Technique -Sense of Urgency -Corner and let go -Leave your phone number Psychological Reason: -To increase your chance.
Clarity, One idea at a time, Present to a 5 years old, Use simple words, Explain slowly
binubuhay yung usapan
Can sense closing opportunities Sensing a closing oppportunity does not necessarily mean the client will pay, it is merely finding a door or way to go to negotiation with the CH. Two kinds of Closing Opportunities: 1. Getting past the presentation and going inside the negotiation 2. During negotiation knowing when is the right time to ask for the money and close Tips: -when they ask buying questions -go straight to the point and discuss about amount and deadline -you don;t need to present a lot of things to go into negotiation when there's an opening in the presentation dive right away to negotiation and when there's an opening for negotiation go for the kill Did you know? -not all closing are at the end of conversation, it can happen at the start. Most common mistakes -the CH is already giving buying questions but the agent cannot give a straight forward answer FAQ Q: paano kung dinala mo sa negotiation tapos hilaw pa marami pa siyang tanong na masasagot during presentation? A: Eh di balik ka saglit sa presentation and do not forget to go back to negotiation right away.
Can create an opportunity for closing
Saying "Do not sell if its already sold"
Use: Turn Around Questions Follow-up with Move Forward Technique
Memorize your Rebuttals,
Test Questions Test Closing
Great collectors answer questions not because they know the answer, but they answer questions to make mistakes
Give and Take HOW TO USE: -in order to get something you should give something, by giving something you can get something back -everytime the card holder will ask for a favor you need to ask a counter favor -and everytime you ask a favor from the Ch you have to offer him a favor that you will do for him. PSYCHOLOGICAL REASON: -People will only move if they feel the other person will also move -People always want a benefit from their every action -always answer the question in their head "what's in it for me?" -if properly used you wouldn't look and feel "bastos" with your demand and request -if the give and take dance is properly executed all throughout, trust and respect between the Ch and Agent will be highly established GOLDEN RULE: -COLLECTION IS NOT ABOUT THE PROPOSED AMOUNT, IT'S ABOUT MANAGEMENT OF THE CH'S ATTITUDE TOWARDS THE PROPOSED AMOUNT BONUS TIPS: -in order for them to feel that you are deserving to receive something they should feel that you have given them more than what they are giving -use paint a picture technique to create effort and drama of what you are giving so that you can ask big things in return -use pause and breathing techniques to develop the drama of your paint a picture -keep in mind that you are also using the "make them chase you strategy" -there should always be a benefit behind your every request -you should always ask for a benefit behind their every request -it is easier to give a benefit when you are asking for something, but you always forget to ask for a benefit when they are asking for a favor.
DEPTH (LALIM) TECHNIQUE HOW TO USE; -before you give your proposal you always compare it to a higher amount for them to remember where they came from PSYCHOLOGICAL REASON: -a little similar with "increase proposed amount and comparison" -setting the proposal at a higher amount will keep them humble -para hindi makalimot -CH tends to forget the initial favor they ask from you and they will be ungrateful for future favors that they will not get -ang tao mabilis makalimot, ang gratitude ng tao ay parang alcohol BONUS TIPS: -depth technique is useless if will not be used in the entire duration of the nego -do not be confused with comparison technique, comparison technique you only use one time. depth technique you use all the time to maintain their humility
STICK TO YOUR DEAL TWICE HOW TO USE: -If you propose an amount for the card holder to pay, if they try to negotiate a lower amount maintain your integrity and maintain the amount -Use stick to your deal twice : for the total proposed amount. use the contract spiel for the initial proposed amount for deadlines PSYCHOLOGICAL REASON: -People will find a way to find out your lowest amount if you do not know how to maintain the amount then the CH will figure out that he can lower any amount that you will offer -if the Ch feels that you are making things up in terms of proposed amount they will just get your lowest amount for them to have an idea and willl not actually pay (BP) -Increasing our collections is not the primary reason but maintaning integrity and making them feel we are honest is the main reason why we maintain the amount BONUS TIPS: -you can use stick to your deal twice up to 4 times only depending on your conversation -effective when used together with Paint a Picture, give and take and breathing technique -To Justify lowering of amount after sticking to your deal twice use effort and drama with your Paint a Picture, give and take and breathing technique.
NOT SATISFIED TECHNIQUE HOW TO USE:
INCREASE PROPOSED AMOUNT How to use: What ever is the proposed amount, use Not Satisfied Technique, Paint a Picture, Increase Proposed Amount. Psychological Reason: You can control the CH easily by making the CH humble. If the CH's proposal is always not enough, he will beg you to accept his payment. If the CH feels that his payment is enough then he will think twice if he can still negotiate you. Pag nag proposed sya at tinanggap mo rin kaagad, aakalain ni CH na madali lang humingi ng discount at iispin niya na sana sinagad pa niya. Bonus tip: Things you might be doing wrong: -If you have to increase proposed amount you have to use stick to your deal twice to maintain credibility. -Use the line "I cannot guarantee" before putting the client on hold. -After holding the client, always say "Good News" and be Positive. -If the clients begs you to finally accept his offer after increasing it and sticking to your deal twice, make sure to control the CH with Give and Take Technique and Deadline Today and Make them chase you. -Increasing our collections is not the primary reason why we are using this technique, keeping them humble is the primary reason of this technique. -"kelangan niyo kalugin ang puno para malaman niyo kung maraming bunga"
TEST CLOSING HOW TO USE:Use -
FANTASY / OPPORTUNITY CLOSING HOW TO USE: -fantasy closing is the same as opportunity closing -hypothetical closing whatever the alibi is present a hypothetical imaginary situation and close them from the imaginary/fantasy situation ADVANTAGE: -it is like opportunity closing, any kind of closing is better than you did not close at all -sometimes fantasy closing will open up the card holder to an idea that they themselves will resent that you can take advantage -fantasy closing, nakababad ka sa usapan na tungkol lang sa payment DISADVANTAGES: -this is a shortcut which is not a good foundation for new agents because they will skip the right approach and technique for a proper and firm negotiation BONUS TIPS: Fantasy Close - Can close any kind of CH Payment because of the "Future" Mas Malapit Mas May Pag-Asa "Unang una Ialapit ang sarili sa nego" -use the word "Kung sakali" -fantasy close on positive things not on negative things -you can combine with backdoor technique and how to eat an elephant -bait the CH by asking him and granting all his future request -use all the request for give and take -use give and take technique on "future request versus initial payment today" HYPOTHETICAL- AN IMAGINARY SITUATION -Nakakabobo dahil kahit anong klaseng sitwasyon pwede siyang gamitin WARNING: NOT APPLICABLE TO NEW AGENTS! (SIGE KA MABOBOBO KA!) USE ONLY AS A LAST RESORT TECHNIQUE
CIRCLE CLOSING HOW TO USE: -at the moment of closing if the card holder is still giving alibis after you have addressed their initial concern then you have to find their other concerns address it again and close -matanong ko lang "ano po bang iba pang bumabagabag sa inyo kung bakit hindi kayo: makapropose today makabayad today makacommit today maka move forward today -ano bang nagiging problema yung amount or deadine PSYCHOLOGICAL REASON: -sometimes the first problem or the first alibi that you are trying to solve is not really their main problem and the problem with that, the card holder cannot give you his true reason because it would appear he was only lying on his first alibi -sometimes thery don't share a very personal concern at the start of negotiation and this would be the reason why they dont move forward beacause you have not yet address the real concern -unang alibi's na ibibigay sa inyo it's either nagsisinungaling sila ng rason o mababaw na rason -may nga ch na mapride ayaw sabihin yung totoong dahilan BONUS TIPS: -pag narinig mo yung, "mukang okay naman itong proposal mo pero:" "sige pagsipan ko" "pagusapan muna namin ito ng asawa ko" "iconsult ko muna ito sa ..." -wag mong tanggapin yung eskapo niya, itest closing mo ng konti sabay circle closing or circle closing and then test question -it is possible that there are two or three consecutive circle closing -kaysa mag BP pagpractisan niyo ng techniques
BENEFITS CLOSING Pre-requisite: Give and Take Technique HOW TO USE: -everytime you make the card holder act or move you give them a benefit for them to do it (almost similar to give and take) DIFFERENCE WITH GIVE AND TAKE: -sa give and take una silang humihingi ng favor and then humihingi ka din ng equivalent action for you to do their favor -sa benefits closing it's possible ikaw yung hingi ng hingi ng action at kailangan mo sagutin ang "laman ng utak nila "bakit ko yan gagawin?" or "ano maapala ko diyan?" BONUS TIPS: -sa give and take in order for it to be effective you need to portray a lot of effort and drama (paint a picture tech. and breathing techniques) -with benefits closing (wala na masyadong pause and shut-up) you just give them the benefits after requiring them to act using paint a picture and story of process -Sometimes the benefits closing tech. is inside the give and take strategy -huwag OA at huwag sobra sa benefits magmumuka kayong trying hard
HOW TO EAT AN ELEPHANT HOW TO USE: -if the CH is overwhelmed with the outstanding balance make him focus on the small steps that he could take and accomlish right away. -make the CH feel good by successfully accomplishing anything small. -give the CH small goals so that he would feel there is hope Psychological Reason -accomplishing smal goals would make the CH feel better and would be encourage to move forward to the next step until later on he could not realize that he acctually finish all his goals to complete one big goal. -CH will automatically be negative if the goal in front of him looks impossible. -people only open their mind and heart to things they know they can accompish. Bonus Tip -everytime you execute technique the CH will always ask what to do with his remaining balance(elephant), your job is to execute the tecchnique again and again for them too focus back in the small steps. -after accomplishing the small step MAKE THEM FEEL GOOD ABOUT IT so that they will be excited then you start discussing the next step.
Sagad sabay liko
Foot in the Door Closing Technique How to Use: -
Whale hunting When you go on a whale hunting you prepare the following: -biggest boat -biggest net -you prepare the best strategy -you muster your biggest courage Now when you catch small fishes in your net while waiting for the big fish you don't reel them in and go home you let them go with no regrets and you move on looking for your big whale. In collections: -when you want big payments you always deliver the spiel for big payments, there will be a lot of cases where you think it's a big payment then eventually the CH will ask for a discount and you fear that you will lose the CH so you let go of the big payment and grab the small payment. -whale hunting mindset means whatever happen you will stick to your big payments, yes there will be CH who cannot make the big payments and you will lose them but that is okay because you are willing to maintain your big strategy in order to not let go of the whale client when they come.
FANTASY / OPPORTUNITY CLOSING HOW TO USE: -fantasy closing is the same as opportunity closing -hypothetical closing whatever the alibi is present a hypothetical imaginary situation and close them from the imaginary/fantasy situation ADVANTAGE: -it is like opportunity closing, any kind of closing is better than you did not close at all -sometimes fantasy closing will open up the card holder to an idea that they themselves will resent that you can take advantage -fantasy closing, nakababad ka sa usapan na tungkol lang sa payment DISADVANTAGES: -this is a shortcut which is not a good foundation for new agents because they will skip the right approach and technique for a proper and firm negotiation BONUS TIPS: Fantasy Close - Can close any kind of CH Payment because of the "Future" Mas Malapit Mas May Pag-Asa "Unang una Ilapit ang sarili sa nego" -use the word "Kung sakali" -fantasy close on positive things not on negative things -you can combine with backdoor technique and how t eat an elephant -bait the CH by asking him and granting all his future request -use all the request for give and take -use give and take technique on "future request versus initial payment today" HYPOTHETICAL- AN IMAGINARY SITUATION WARNING: NOT APPLICABLE TO NEW AGENTS! (SIGE KA MABOBOBO KA!) USE ONLY AS A LAST RESORT TECHNIQUE
STRATEGY Description: -You develop the supporter personality of the CH and contain their analyzer and controller personality. How to use: -Develop the suspense of ** -Find a way for them to propose first, use story of process for them to give the first proposal. -Use a lot of paint a picture to portray that you are an important and busy person. -Use a lot of depth technique for them to be humble of their proposal and asking too many favors. -Follow up call, if the proper story of process and paint a picture is used then you can control the CH by making them call you instead of the other way around. -To maintain control of CH personality from start to finish of the negotiation.
past, Hypothetical, Actual
present, Hypothetical, Actual
future, Hypothetical, Actual
BACK DOOR ENTRANCE TECHNIQUE LITERAL MEANING: -Use for disco and concert that has entrance fee, if you don't have money for an entrance fee you try your luck using the back door entrance because the entrance has a tight security while the back door entrance has poor security PSYCHOLOGICAL REASON: -If you approach the card holder in the most common way then definitely he is already prepared to counter all your rebuttals HOW TO USE: -If you sense the card holder is already familiar with your collection approach and can easily and negatively rebutt all your spiels and strategies then do not force to collect right away Use the following steps: Set aside collections approach, Build rapport by using mirroring technique Once you already have a conversation going with the CH Use move forward technique and benefits closing BONUS TIPS: -"'Ano po ba ang nangyari at napabayaan mo ito" this is already the start of back door technique start developing your back door converssation with the CH before you move forward with the collections -Back door technique can only be developed by exchanging personal conversation with the CH -Little by little start to ask the plan to finally settle the account and use closing techniques -You can Use tell a story then move forward "Mr. CH, wag muna nating pagusapan ang obligasyon mo sa bangko gusto ko lang malaman kung hindi niyo po tinatalikuran itong utang niyo para atleast mainform ko man lang yung bangko" "Bakit ano po ba nangyari" "Kailan pa po ba yun?" "Naiintindihan ko po" "Kamusta naman noon nung okay pa yung........" -Use hypothetical future closing "kung sakali ...." (please refer to fantasy/opportunity closing) -"Kung sakali bang ......."