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WorksheetsObjections and Rebuttals
Total questions: 9
Worksheet time: 5mins
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...
(a)
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
