Chapter 42 Chapter 10 Collection of Payments: Repayment is the last word

Receipts are not only a stepping stone for salespeople to rise to the top, but also a curse for salespeople who have trouble sleeping and eating. For the sales staff, the sales transaction does not mean that the task is completed, and it is fundamental to get the money back.For an enterprise, capital is the blood of the enterprise, and the sales payment is the source of the blood. The payment can almost determine the lifeblood of the enterprise.The pressure on the sales staff is not only to sell the goods, but more importantly, to be able to get the money back on schedule.Therefore, as an excellent salesperson, you must not only be good at selling products, but also know how to collect payment.

There are many factors that determine the success or failure of a collection behavior, and they are very complicated. However, a large number of facts prove that the collection eloquence skills of the collection person have a great influence on the success or failure of the collection.Some payments that were originally easy to recover failed because they were not good at "talking"; on the contrary, some payments that were originally difficult to collect were successful because the collectors were good at "speaking". Of course, this "speaking" must be a flexible transformation method and skill for different situations or different people.So how can the salesperson flexibly use his eloquence, adopt different methods and techniques, and successfully collect the debt?Sales staff should do the following preparatory work before "talking" to customers:

The mentality of the salesperson when collecting the payment is an important factor to develop his eloquence skills and collection ability.A person's thoughts can easily affect his tone of speech and choice of language. This is a fact that we all understand. Sales activities regard sales to payment collection as a complete cycle, so when faced with the payment for payment that will be collected, the salesperson should have such a belief: "Recovery of payment is a legitimate business behavior!" Since the customer has purchased the product, it is natural to return the payment. Therefore, the salesperson should abandon those unnecessary psychological burdens and try to maintain a calm attitude when collecting the payment.

Any salesperson, even if you are eloquent and proficient in business, in the work of collecting payment, you should also remember such a premise: repaying debts is based on the corresponding ability of the other party.Therefore, in sales work, salespersons should follow the following principles in order to remove unnecessary obstacles for dunning. These principles can be summarized in a few points: Fully investigate the payment ability of the other party, and choose customers who can pay on time. When signing the contract, it is necessary to clearly explain to the other party the time limit for payment.

Sales that only care about their own interests are the root cause of difficulty in recovering payment. Calculate the creditworthiness of customers with the amount, and unlimited credit sales are the root cause of dead debts. Lax and weak demands can only scatter the other party's sense of obligation to pay on schedule. When the date agreed to recover the funds is reached, they must be recovered as scheduled. Be cautious about re-doing with customers who have deferred payment. For customers who delay payment due to temporary inconvenience, it is necessary to negotiate the payment of funds as soon as possible.

For customers who are no longer able to pay, we must deal with them decisively to minimize losses. After understanding some of the above basic knowledge, the salesperson should carefully grasp it, because any of the above points will directly affect the effect of collecting payment. Sales staff should grasp the winning factor when collecting payment.To sum up, the winning factors of the repayment are as follows: Why are customers willing to pay back?In many cases, customers can tolerate manufacturers' vigorous efforts to "absorb money" and "repress goods". In fact, the most fundamental reason lies in the word "profit".

If the brand of the manufacturer has a certain market influence, the products can be sold smoothly at the end of the channel, can adapt to market conditions and often do some publicity and promotion, can provide good after-sales service for the merchants, introduce strong preferential policies from time to time, and send sales The personnel help the merchants to do the market, and the customers will actively return the money to maintain a good relationship. In many cases, the salesperson has to settle the account with the customer, explain the truth to the customer, find out the reason for him to pay back, and let the customer "reasonably" pay back.

Customers are all developed in the "hail of bullets" in the market. If you don't understand the market rules, it is impossible to obtain the current status.Sales staff should impress customers with true feelings, so as to influence customers unconsciously and actively cooperate with your work. In this regard, salespeople have at least three relationships: one is the relationship between company leaders and customers, that is, to maintain smooth communication between company leaders and customers; the other is the relationship between salespersons and customers. The third is the relationship between the sales staff and the specific staff of the customer, especially procurement and finance. Don't underestimate these people. At critical moments, it may be the finishing touch.

It is to create a certain pressure on customers. In a market with many brands, in many cases, if the salesperson finds that the customer does not take his brand seriously, he should put pressure on him appropriately.One is "hard" pressure: if the payment is not returned, the wholesale rights will be cut, the area will be reduced, the rebate will be deducted, and resources will be delayed.One is "soft" pressure: no refund, no matter what the customer complains or wants to apply for, neither agrees nor opposes, and adopts delaying tactics.In this way, customers themselves will know where they have gone too far, and naturally they will restrain themselves appropriately and return the payment quickly.But we must pay attention to the "degree" of this pressure. If it is too much, it will damage the relationship with customers.

This is also a trick used by experienced salespeople. One is from the "up" obsession, for example, "The company's products are about to increase in price, and customers in other regions are rushing to grab the goods, and you still haven't paid back the stock?" Don’t blame me, you just give me the money, and I don’t have any goods for you.” “This month you get 800,000 yuan back, and next month I will make a special report, and I will definitely help you get the 5,000 yuan transportation subsidy.” etc. The other is from "downloading", for example, "This month, I opened 4 more outlets for you, and they will pick up the goods soon. If you haven't paid yet, how can the goods in the warehouse be enough to sell?" Or find a few distributors with good relationships and ask them to call the upstream to ask for goods, causing a temporary market boom, or setting up other "sets", etc.

Through a series of pull-up and push-down, urge customers to pay back. In many cases, customers are not unwilling to pay back, but are afraid that the purchased goods will not be sold, or the sales will be too slow, and the capital turnover will not be enough to earn much money.At critical times, the sales staff should help them do some practical things, first help them distribute the products, recover the downstream money, and then let the customers pay back. Only with such guidance can the entire sales channel and system be in healthy operation. The customer's working capital is not much, and the sales staff must persuade the customer to invest less in competing brands and take out the funds to invest in this brand.The more your client's funds are occupied by you, the more proactive you are.What's more, if you don't occupy customers' funds, other brands will also start. Grasp the psychology of customers, stimulate their sense of crisis, and prompt them to pay back as soon as possible.In the work of payment collection, a common mentality of customers is to wait, wait and procrastinate.If the salesperson can "stimulate" the customer at the right time and on the right occasion, there will be unexpected results in many cases. Break the conventional thinking, play hard to get, and hold the market and customers in your hands.When the brand is relatively strong and the customer’s payment does not meet the requirements, the salesperson can deliberately put on a gesture of refusing to accept the bill, putting the customer under great pressure, so as to prevent the customer from making a bad start once and causing troubles in the future. Another example is that customers generally pay at the end of the month. At this time, all brands are fighting fiercely. The salesperson may change their thinking and change to receive a part at the beginning of the month, a part in the middle of the month, and a part at the end of the month.In doing so, the risk of repayment will be much smaller. Give full play to the spirit of "Wasp", and "wrap" customers tightly.If the customer is unwilling to pay back, he will always find an excuse, and the salesperson really needs to "wrap up" to get the money back.Of course, the "wrapping" mentioned here does not mean nonsense, but some methods and strategies should be paid attention to. In the business field, the salesperson should learn to recognize the excuses of the debtor, and be prepared to deal with various excuses before dunning.American entrepreneur CS Frischer summarized 11 commonly used excuses and coping methods of debtors, which are worth learning from: When a debtor says their computer isn't working, they should be prepared to say when someone will come to fix it, and when the computer is fixed, the salesperson will call to collect the payment. Don't let this delay exceed two days. Thanks to modern technology, salespeople can fax eye-catching invoices to delinquent customers with just a phone call. In 95% of cases, the salesperson can accept this as an excuse.This excuse is untenable in court.The salesperson should send another original copy of the invoice to the arrears company, and also need to explain to the other party that once the original copy is received, the payment will be made immediately. First, find out exactly when the debtor issued the check and whether it was sent to the correct address; second, understand how the check is sent.Two weeks after the check is issued, if you still haven't received it, ask the other party to cancel the check and issue another check. Salespeople must quickly find out exactly why the company is having cash flow problems. Such companies may not have enough bonuses to pay all the money owed, but they will certainly be able to pay some of what is owed.You can make a repayment plan and agree with the other party to pay off the balance by time. Salespeople should never believe this excuse.These debtors ask you to wait a month in peace, and if you agree, you're just giving them an extra month to make up another excuse. No company is never wrong, however, if you only hear this complaint when you call to collect money, it is likely that the debtor is using the invoice to buy time.This argument is untenable. The salesperson can ask the customer what he is complaining about, when did he start to be dissatisfied with the product or service, and whether he has expressed it to any of your colleagues. If he can’t remember clearly, ask further details and argue hard. Collect money owed. Find out who needs to approve the bill, why it hasn't been approved, when it will be approved, and tell him the consequences of passing the deadline. This excuse usually comes from big companies.These companies are generally good customers who can pay, but you have to call the other party's parties according to their timetable and explain your own difficulties, and their timetable is not static. The following cases can provide experience for the salesperson's dunning business. Boss Wang: "Xiao Zhang, what good policies do you have recently?" Xiao Zhang: "If you don't tell me, I forgot that there is no change in the policy this month. Don't make it so tense with hearsay." Boss Wang: "Then what is the current policy?" "It's still a monthly rebate, according to this ladder." Xiao Zhang said while handing over the form. Boss Wang: "What is Manager Liu still doing? Is this policy set by him? I haven't seen him for a long time." Xiao Zhang: "It's still the manager, but it's a bit bureaucratic." Boss Wang: "Anyone who becomes a leader is like this. If you don't believe me, try it?" Xiao Zhang: "I need you to support me. If you don't measure up, how can I go up?" Boss Wang: "Ha, it's not easy to increase the quantity? Just do more promotions. I rely on you for food." Xiao Zhang: "Promotion, what should we do? This month you are still 50,000 short of the highest rebate requirement, Mr. Wang, what a pity?" Boss Wang came with interest: "Yes...but... otherwise, I will pay another 100,000 yuan, and you can see if you can get me more promotional expenses and let the sales 'add fuel to the fire'. ?” Xiao Zhang: "Mr. Wang, is the money ready? I'll go over and get it right away?" Boss Wang: "Qi, I told the accountant, how is it going?" Xiao Zhang: "Hehe, Mr. Wang, the company is getting bigger, and it's difficult to manage the personnel!" Boss Wang: "Xiao Zhang, what do you mean by that?" Xiao Zhang: "It's nothing, you have to worry about such a small matter as making a payment, and ask yourself, and I won't take the initiative to report to you." Manager Liu: "Xiao Zhang, I'm just joking with you. The payment has been settled. How is the promotion policy for me? Come to our company immediately to get it." A few days later, Xiao Zhang came to the dealer Wang's office again. Xiao Zhang: "Mr. Wang, why is there only 80,000 yuan?" Boss Wang: "Xiao Wang, I'm really sorry. Yesterday, the company only had 60,000 yuan in cash, and I borrowed money to get 80,000 yuan. You have to understand me, little brother." Xiao Zhang: "I have already guaranteed the ticket to the leader. I am worried that the leader will be unhappy when he sees the money." Boss Wang: "Really? I'll call Manager Liu, isn't it only 20,000 yuan short? It's not hurtful!" Xiao Zhang: "That's good, I will be more relieved, and you should chat with our leaders more." Boss Wang called Manager Liu, Xiao Zhang's leader. Boss Wang: "Hello, Mr. Liu, I am the old Wang of Innovation Industry." Manager Liu: "Mr. Wang, long time no see. I'm really sorry. I haven't seen you, big brother, for a long time. You won't ask questions?" Boss Wang: "How dare you? Mr. Liu, I just want to make a phone call to enhance our relationship. I want to discuss something with you. I don't know if Xiao Zhang has talked to you. It's about payment collection and promotion." Manager Liu: "What's wrong with the refund and promotion? Xiao Zhang assured me that you will be able to refund another 100,000 yuan. Could it be..." Boss Wang: "It's nothing serious, Xiao Zhang has already taken the money order. Mr. Liu, as you know, I have already paid 500,000 yuan in a row this month, and I have suppressed the goods in a warehouse. Please help me and give me more promotional support. .” Manager Liu: "Mr. Wang, Xiao Zhang will arrange the sales promotion. Don't worry." As a result, Boss Wang transferred 20,000 yuan to the account of Xiao Zhang's company the next day. In this way, Xiao Zhang effectively obtained Boss Wang's payment by squeezing, and at the same time urged him to implement it.When Boss Wang lost 20,000 yuan and failed to cash it, he seized the key and asked Boss Wang to solve it.At the same time, Manager Liu pushed back what Boss Wang had said about the sales promotion to Boss Wang to find Xiao Zhang to solve it.Boss Wang’s 80,000 yuan money order has been taken away by Xiao Zhang. If he loses promotional support because of 20,000 yuan, it will not be worth the loss, so he has to pay another 20,000 yuan to make up for it.