Notes

Acknowledgement Statement

"I do not understand what you have been through since I have not lived that life; it is only you who can help me understand that what happened?"
"I don’t know what to say, since I was not there when life happened to you"
"I know this call must have caught you off guard, however since you have answered the call let’s talk!"…
"I know you were not expecting this call, now that you have answered the call let’s have a conversation about it"…..
"I can hear the frustration in your voice, and since something went wrong somewhere, I would like to figure out what happened?"…
"I don’t know you personally hence I don’t have any knowledge about you, only after talking to you can I figure out that what has been going on."
"I heard you and I am quite sure that there is lot more to what you just told me, we have to get into the details of it to figure out what we can do."…
"I am not a person who will just jump to conclusions until I figure out what has been going on, so stay with me and let me know"…
Validation statement
"I am not sitting here and judging you for what happened, my job is not to put you on the spot"…
"My life is not perfect and I don’t expect anyone’s life to be perfect at all, hence I cannot pass a judgment about you, the only thing I can do is to talk to you and find a fix"…
"I am not saying I am the best. I cannot fix every problem in your life, not that tomorrow morning you will wake up and everything would be fixed, if I can fix one problem in your life I will think I have justified my job"…
I don’t want to criticize you by saying that you did wrong and the choice you made was a mistake, NO! My job is to bring that peace of mind to you so that you feel good about yourself"…
"We will never remember what people talked about, we will never remember what people did for us, we will only remember how someone made us feel, if I can make you feel better after this conversation, I will think I did something right"…
"My job is not to blame you or fault you for anything that happened in your life, but if I can add meaning to your life by doing something right, by fixing something in your life, I will feel good about my job"…
"You don’t have to feel bad, humiliated or embarrassed for what happened, if I can take you back to the days where you felt good thinking about this account I will be happy about this conversation"…
Refocus Questions
"What happened?"
"How did it all start?"
"How did you land up with us?"
"Tell me everything from where it all started?"
"If you would have to share one thing about this account what would it be?"
"If I would have been the first person to talk to you, what would you have expected from me?"
"If your spouse would have been on call with me, what exactly he/she would have told me?"
"Why did you pay for as long as you did?"
"What happened that you had to set this aside?"
"What motivated you to pay for as long as you did?"
"What exactly you would want the letter to talk about?"
Reconnect Question
1. What did you use the card for?
2. How did this card serve you?
3. What did this entire card help you with?
4. What purpose did it serve in your life?
5. What did you do with the card?
　
Always
VALIDATE when consumer gives any pitch
It seems life has been tough on you but you did not give up ,you fought and came out as a winner, you are a strong person I must say, life knocked you down but you kept going not many people are able to do that
What I see is that you had a lot on your plate and you did not give up unlike a lot of people that I have come across and the proof is that you are at the other end of the line wanting this to go away
I would be grateful if you could let me try fixing this little thing for you. It would make my day better to think I got the chance to work with someone as strong and responsible as you.
I cannot imagine the kind of situation that you have been because I have never been in this kind of situation. All I can say is that it takes a lot to stay strong and have a fighting spirit in times when we feel like giving up and I can see that you have fought your way along with determination.
There is always light at the end of the tunnel and I am sure that you will reach there. I cannot make everything go away, All I want to do today is to take you one step closer to that place where you would never have to think about this bill ever again"
Some statements to help with
"I lost my job" pitch
"I can certainly understand how losing a job can make things difficult, how did that affect this specific account?
"I'm sure that must have been really hard, how did that play into the decisions that you had to make about this account?
"I'm sure that must have made things tough for you, at what point did you realize you were unable to pay this?
"I can't even imagine how tough that was for you, walk me through the decisions that you had to make in regards to this account?
"I can only imagine that you had to make some really tough decisions, talk to me about that, what happened?
sd needs abt 10-12 months to pay this off - sd she forgot to put the money and had couple of cheques bounced -
　
LAVR for delay pitch "Talk to another person
"(Spouse)
"Mrs. Consumer tell me how good would it feel , if your spouse came home today and you could say " Honey, that tired old bill is taken care of. I went ahead & took care of it so you wouldn't have to". Don't you think your spouse would feel a sense of relief?"
"I understand your spouse handles the bills and I have no problem speaking with him/ her. I can see this isn't something you are used to dealing with It seems you had a great history of paying your bills. What happen to forced u to put this bill aside?"
"If you could give me just another minute of your valuable time. I understand you want me to talk to your spouse because he/ she handles the bills but wouldn't you like the satisfaction of knowing that this is being taken care of? Mr. Consumer, I can't force you to do anything nor would I want to, all I want to do is talk to you about this." (Ask refocus question)
"Please don't think I am trying to push this off on you. I just want to talk to you to understand what got you all in this spot. I know this isn't an easy conversation for you or your spouse." (Ask refocus question)
"Just knowing what you have the opportunity to save this much money right now and get this out of your life forever, and you gave your family one less thing to worry about, let me ask.."(Ask refocus question)
"I can understand that you would like me to discuss things with your spouse. I honestly feel it would be beneficial if we take a moment and discuss this bill. I cant make you pay anything you dont want to, if you could give me a few minutes of your time you and I can understand where all ths started,a nd your journey to talk to me today" (Ask refocus question)
"Let's just say you are talking with each other about this right now, and your spouse asked your advice, what would you tell him/her?"
　
Willing to pay small payment(
money trap)
"It's a Great start Mr. Consumer and I am gonna help you to get you one step closer to have this bill off your back, however $XX will take you # months to get this balance paid , I have few options available with me that might make more sense and help you to close this bill sooner, if those options work for you Awesome if not than we definitely gonna do something which fits your Budget. Tell what happened on this account?"
"Mrs. Consumer $XX is a great start to take care of this account however before we talk about Money I want to talk about this bill for a while to understand you better, because after understanding your situation I might be able to do something better from my side to get this bill closed, tell me what happened to get you behind?"
"I know things are tough right now and I realize that $XX is something comfortable today but I am afraid that if I set you up with something like that then down the line we might be right back in this situation. I know what I am about to ask you is going to be little difficult but I think if we put our heads together then we can find a way this taken care of. Right?"
　
consumer uses the avioder pitch of "
Send me a letter"
"If you had the letter in front of you what would you want it to say?
"Trust me I will get you everything you need, tell me what happened to get you behind?
"I'm not going to make you do anything you don't want to do, at this moment I just want to know what happened?

1. Connecting the Consumer to the purchase
"When you used this card to get the things you needed, what was going through your head when you had that kind of power?"
"I want you to go back to that day and think. What would have been your Plan B if you did not have this card?"
2. Why did you pay as long as you did?
"What was about this account that you kept putting money towards this?"
"Why did you pay as long as you did even through your days of struggle?"
3. The consumer's credit worthiness
"Back on that day there was a reason why you were able to get this account. Credit is a bigger representation of something about ourselves.But there is a reason why you care so much about paying your bills on time. Why has it always been so important for you?"
"What about you makes this call to me today, what is it about who you are that wants to take care of this again?"
"How soon until you see yourself returning to that time when being able to use credit is just a part of who you are again?""How would that feel?"
4.Taking the consumer to "that moment"
"When you on that day had to decide that you couldn't keep up with this any longer then how did you feel?"
"Was that the toughest day for you financially?"
"How has all this effected you emotionally?"
"Has this bill effected your family?"
5. Reconnect Statements
"Mr. Consumer, when you were paying this bill, and in full control of what was happening on it, it felt great. To be able to walk into a store and purchase what you needed, just based on your good credit is so powerful, and I know it is who you will be again soon. I can't make everything perfect, but together we can take a step toward you having that power again. The first step is getting control of this account and moving this back to the paying pile. How much can you pay today to regain who you were?"
"You have told me lot about what has happened to you, and most of the <LIST THE PITCHES> you mentioned were out of your control. I hate hearing that, there is one thing I can do, it is to put you back in control, back to place where you control <BENEFITS>. Control comes from responsibility and getting ahead in life, not from reacting and falling behind. How much can you pay today to get in control of this one thing, and start taking your life back?"
　
Great
LAVR scripts to aviod the Money Trap
"
What you got in the letter I can definitely do, but first before we talk about that, talk to me about what got this bill here."
"It's obvious that this account means a lot to you, talk to me about your situation & how this account got behind?"
"You have been a good consumer for a long time, obviously your circumstances changed. Can you share with me exactly what happened?"
"It's great you have the ability to pay on this again, what happened that you had to move it towards the bottom of the list?"
"We will absolutley take care of that, first I would love to hear your side of story so what happened?"
"Great, and we will take care of this, give me some background, talk to me about what happened"
"I'm glad to see you see this as important, but before we go there, tell me what happened to get you behind?
"Let's be sure that you know what you're paying for, tell me what happened to get you here?
"Trust me if you want to get this taken care of, we absolutely will, what happened to get you behind?
"Don't worry we will figure out the best solution for you, but tell me what happened to get you behind?
"Great, we're on the same page, tell me what happened to get you behind?
"I promise you, we'll get there, but first tell me a little bit about what happened to get you behind?
　
　
　
"Im at work"

Some great statements to keep the Consumer on the phone, we never want to justify that the consumer is at work, these statement step over this pitch trap
"To be honest I know that this is a tough call to take anywhere, tell me what happened to get you behind?
"My goal is to make sure this is the last call you get ANYWHERE, if there was one thing you wanted me to know about this account what would it be?
"I'm sure it's tough, tell me what happened where you are even getting a call like this today?
"I don't blame you for not wanting to have this conversation at work, let's make it the last one, what happened?
"I have no doubt your time is very valuable, tell me what happened that you had to stop paying?
"Your time is obviously very valuable, but if you give me chance we can find a solution today."
"There is never an ideal place to talk to me about this, Just take a few moments and tell me how things got here"
"I understand it's not easy talking about this anywhere. I would not have called you here if it was not important. I promise if you give me some time right now, it will be your best time spent today!"
"To be honest I know you don't want to take this call, and I'm the last person you want to speak to. But when I called you I wanted something to change for you."
"I can understand why you would not want to talk to me, give me a moment because you have nothing to lose.""
"I knew I was calling you at work and trust me it is never easy for me to call someone at their job because I know this is a sensitive matter. But I do it because it's important. A lot has changed with this account and will continue to change and you play a huge role in whether those changes are for negative or positive. I assure you that you will not regret taking this call now!"
An effective early series of questions revolve around what happened in the consumers past. The purpose of thse quesrions is to get the consumer thinking, these are the
Refocus questions you ask after you Listen Acknowledge and Validate.
"Can you bring me up to speed as to how this account got to this point?"
"I know with all you had going on it was hard to make the choice to let this go, but what was the reason you chose to stop paying this one?"
"Can you share with me the things were going when this initially fell behind?"
"Was there a specific reason this one got behind?"
"Gosh, so why exactly did you stop paying on this bill?"
"What was the deciding factor when it came to this particular account?"
"How did this end up here, I see that you had such great history with them?"
"What changed for you on this account?"
"What happened to get you into this position?"
"What happend that you needed to set to the side at the time?"
"What changed for you?"
"Help me understand the history of this account and how it got here?"
"Can you help me understand that what transpired with this account and as to how it got you behind?"
"What affected your life financially when this started falling behind?"
"Can you tell me what the circumstances were that got you behind on this and landed you talking to me?"
"You obviously did not anticipate being in this situation at this point in your life, how did this all start?"
"Talk to me about when you had to make the decision to stop paying this?"
"I know this isn't easy to deal with talk about and I'm not here to judge you or make you feel worse about this. It is important for me to understand your story. So if you can tell me what happened back then?"


A mission statement is a powerful but elegantly simple statement you use when a
Consumer is angry, hopeless, or putting up a wall that you cannot LAVR through
There are three componenets the a Mission Statement
RISK
– "There is no risk to you in taking this call"
CONTROL
- "You are in complete control here"
SALES
– "I have been helping people for a long time, and have found that a conversation like this will lead us to find a solution"
Create your own, but keep it simple and short so it is impactful---example
"There is no risk to you to talk to me, I can't reach in your pocket and make you pay, but I have helped hundreds of people find a solution, I am very good at what I do…<ASK A QUESTION>"
"I am here to listen and hear your side, there is no risk to talk to me, you are in control of this call and the outcome, but I have years of experience helping people, and a conversation always helps …<ASK A QUESTION>"
"There is no risk to you in taking this call, you are in complete control here, I have been helping people for a long time, and have found that a conversation like this will lead us to find a solution"
　
　
In the most basic form
Reconnect revolves around several questions designed to do several things, AFTER we have used LAVR to get the consumer off script and thinking. Below are the general series of questions, and as you are an advanced communicator by now, you need to develop a dynamic
series of questions to get these sounds from a consumer.
The first series question is a very causal, and curiously asked
"So, what did you use the card for?"
This question series is to remind the consumer mentally that at some point this card was valuable to them
　
The next series is around
"Why did you pay as long as you did?"
Here we want to use questions and LAVR to point out that they have fallen out of the habit of paying. This account is on pause, but we can hit play and make this account finally go away.
　
A final series in reconnect is based around:
"Why did you use this account instead of paying cash?"
This series is powerful in having the consumer realize and reconnect to the fact that they CHOSE to use this account. They chose to pay it for a long time, and now are choosing not to take care of something which really helped them.