☛ A debtor has missed 6 months of payments. When you call them, they start talking about their difficulties and get emotional. How do you handle it?

☛ How do you ensure that you get the necessary information from someone who’s eager to hang up on you?

☛ How would you perform skip tracing? How do you ensure the procedure’s legality?

☛ How would you decide whether legal action were the only solution?

☛ What would be your response to a customer who’s using obscene or offensive language towards you?

☛ Can you think of a few common excuses that debtors may make? How would you respond to each of them?