Collector - February 2016 - 14


COLLECTIONTIPS

Not Quite the Same
Do you know the difference between a stall and an objection?
By Anne Rosso May

I

t's important to understand the
difference between a stall and an
objection. A stall is a delay tactic used
when the consumer is trying to buy time
and avoid talking about the debt. It is an
attempt to distract you.
An objection, on the other hand, is more
straightforward. It's the honest reason why
the person will not pay the bill.
How you move the conversation forward
will depend on which type of obstacle you
encounter after you ask for payment.

STALLS
A stall generally has nothing to do with the
real reason the consumer isn't paying the
bill. It is an evasive tactic. The consumer
just does not want to talk about the debt
and is trying to put you off. For example,
the consumer might say:
* "My husband pays the bills. You'll
need to talk to him, but he's not home
right now."
Most stalls can be overcome with
persistence. You want to convince the
consumer that there's really no reason to put off
the conversation. For instance, you might say:
* "Your husband may pay the bills,
but I am sure that the two of you
discuss financial matters. As long as I
have you on the phone, let's just talk
through this situation and see what
we can work out. You can update your
husband when he's home."
Being prepared with information about
the debt, including any past payments that
were made, can also help you keep the
conversation focused on the facts rather than
imagined obstacles.
If you cannot overcome the stall and negotiate
payment on the current call, you should at least
agree to a time or day to call back.

14

One important thing to remember when
you hear a stall-if the consumer tells you
that you have called at an inconvenient time
or place, the Fair Debt Collection Practices
Act requires that you respect that request
not to call at that time or place. Ask the
consumer when or where it would be more
convenient to call.

OBJECTIONS
Unlike a stall, an objection is a reason
the consumer cannot or will not pay the
bill. Objections actually provide useful
information you need to start a meaningful
discussion with the consumer. They can
help you establish facts that the consumer
acknowledges, which will be key to
negotiations later.
Examples of common objections include:
* "That TV is a piece of junk. It broke five
days after the warranty expired. I'm not
paying one more penny for it."
* "My insurance should have covered that."
While an objection may be absolutely
accurate and truthful, it does not mean
that the consumer does not have the ability
to pay the bill. For instance, if a consumer
is not happy with the quality of the
product she purchased, but did not return
it in accordance with the return policy
of the store or manufacturer, then she is
responsible for the debt and you can move
to the next step in the call-convincing her
to pay.
Use active listening skills and ask probing,
open-ended questions to dig deeper into the
consumer's objection. Even if a consumer is
talking to you openly, the objection may not
be the real reason he can't pay. Maybe he is
embarrassed about his finances or does not
realize that certain information is relevant to
getting the debt paid.

Pay close attention to the nature of the
consumer's objection. Is it an objection to
paying the debt or an objection to the debt
itself? If the consumer believes he does not
rightfully owe the debt, that dispute triggers
both Fair Credit Reporting Act and FDCPA
requirements for specific actions. Follow
your agency's stated policies and procedures
on how to handle disputes.
Anne Rosso May is editor of Collector.

ACAINTERNATIONAL.ORG


http://www.ACAINTERNATIONAL.ORG

Table of Contents for the Digital Edition of Collector - February 2016

Collector - February 2016 - Cover1
Collector - February 2016 - Cover2
Collector - February 2016 - 1
Collector - February 2016 - 2
Collector - February 2016 - 3
Collector - February 2016 - 4
Collector - February 2016 - 5
Collector - February 2016 - 6
Collector - February 2016 - 7
Collector - February 2016 - 8
Collector - February 2016 - 9
Collector - February 2016 - 10
Collector - February 2016 - 11
Collector - February 2016 - 12
Collector - February 2016 - 13
Collector - February 2016 - 14
Collector - February 2016 - 15
Collector - February 2016 - 16
Collector - February 2016 - 17
Collector - February 2016 - 18
Collector - February 2016 - 19
Collector - February 2016 - 20
Collector - February 2016 - 21
Collector - February 2016 - 22
Collector - February 2016 - 23
Collector - February 2016 - 24
Collector - February 2016 - 25
Collector - February 2016 - 26
Collector - February 2016 - 27
Collector - February 2016 - 28
Collector - February 2016 - 29
Collector - February 2016 - 30
Collector - February 2016 - 31
Collector - February 2016 - 32
Collector - February 2016 - 33
Collector - February 2016 - 34
Collector - February 2016 - 35
Collector - February 2016 - 36
Collector - February 2016 - 37
Collector - February 2016 - 38
Collector - February 2016 - 39
Collector - February 2016 - 40
Collector - February 2016 - 41
Collector - February 2016 - 42
Collector - February 2016 - 43
Collector - February 2016 - 44
Collector - February 2016 - 45
Collector - February 2016 - 46
Collector - February 2016 - 47
Collector - February 2016 - 48
Collector - February 2016 - Cover3
Collector - February 2016 - Cover4
http://online.collector.com/collectormagazine/202002
http://online.collector.com/collectormagazine/202001
http://online.collector.com/collectormagazine/201912
http://online.collector.com/collectormagazine/201911
http://online.collector.com/collectormagazine/201910/
http://online.collector.com/collectormagazine/201909/
http://online.collector.com/collectormagazine/201908/
http://online.collector.com/collectormagazine/201907/
http://online.collector.com/collectormagazine/201906/
http://online.collector.com/collectormagazine/201905/
http://online.collector.com/collectormagazine/201904/
http://online.collector.com/collectormagazine/201903/
http://online.collector.com/collectormagazine/201902/
http://online.collector.com/collectormagazine/201901/
http://online.collector.com/collectormagazine/201812/
http://online.collector.com/collectormagazine/201811/
http://online.collector.com/collectormagazine/201810/
http://online.collector.com/collectormagazine/201809/
http://online.collector.com/collectormagazine/201808/
http://online.collector.com/collectormagazine/201807/
http://online.collector.com/collectormagazine/201806/
http://online.collector.com/collectormagazine/201805/
http://online.collector.com/collectormagazine/201804/
http://online.collector.com/collectormagazine/201803/
http://online.collector.com/collectormagazine/201802/
http://online.collector.com/collectormagazine/201801/
http://online.collector.com/collectormagazine/201712/
http://online.collector.com/collectormagazine/201711/
http://online.collector.com/collectormagazine/201710/
http://online.collector.com/collectormagazine/201709/
http://online.collector.com/collectormagazine/201708/
http://online.collector.com/collectormagazine/201707/
http://online.collector.com/collectormagazine/201706/
http://online.collector.com/collectormagazine/201705/
http://online.collector.com/collectormagazine/201704/
http://online.collector.com/collectormagazine/201703/
http://online.collector.com/collectormagazine/201702/
http://online.collector.com/collectormagazine/201701/
http://online.collector.com/collectormagazine/201612/
http://online.collector.com/collectormagazine/201611/
http://online.collector.com/collectormagazine/201610/
http://online.collector.com/collectormagazine/201609/
http://online.collector.com/collectormagazine/201608/
http://online.collector.com/collectormagazine/201607/
http://online.collector.com/collectormagazine/201606/
http://online.collector.com/collectormagazine/201605/
http://online.collector.com/collectormagazine/201604/
http://online.collector.com/collectormagazine/201603/
http://online.collector.com/collectormagazine/201602/
http://online.collector.com/collectormagazine/201601/
http://online.collector.com/collectormagazine/201512/
http://online.collector.com/collectormagazine/201511/
http://online.collector.com/collectormagazine/201510/
http://online.collector.com/collectormagazine/201509/
http://online.collector.com/collectormagazine/201508/
http://online.collector.com/collectormagazine/201507/
http://www.nxtbookMEDIA.com