Collector - July 2017 - 38

SALES

of phone attempts per day, along with how
to handle those calls. What are the right and
wrong things to say? How do you handle an
objection like, "I'm happy with my agency"?
When properly trained and coached, good
salespeople will thrive and so will you.
Balance is essential. There are things
that we have learned about how to make a
collection floor successful, how to manage a
queue, how to train professional collectors
and how to manage for results.
All of those things apply to sales in
principle, but there has to be a clear
understanding of the differences. One
cannot just run sales in exactly the same way
simply because the principles are the same.
The differentiators are critical. Collectors are
automatically fed accounts. Salespeople have
to go find them. Collections benefits from an
automated collection management system-
salespeople do not. Sales require much more
delayed gratification.
The "art" of sales is to understand both the
similarities and differences and apply them in
precisely the correct way. You can't guess and
you can't take the differences for granted.

Too many agencies are at one or the other
extreme: either leaving the salespeople
essentially to their own devices because
"they know what they're doing," or running
sales just like a collection floor, using
operations numbers that have little to do
with the world outside of the agency and no
true understanding of what collection sales
actually entails, how competitors are selling
or how the buying process for decisionmakers has changed.
There are no participation trophies in
our business. Every agency is competing
inside their walls on the collection floor
and outside their walls in sales. The natural
operations-oriented nature of most agencies
means that the focus is overwhelmingly
inside their walls in a sincere desire to be
the best collection operation they can be. It's
what makes agencies so good at what we do.
But unless that same level of focus is applied
outside the walls, so that your salespeople can
also be all they can be, the kind of positive
growth that can be achieved will instead go to
your competitors who are more committed to
creating that balance and driving that level of

excellence. We'll talk more about that balance
in next month's article.
To integrate these principles effectively
requires the agency to fully commit to
comprehensive sales management that is
both creative and disciplined, be open to
new ideas, be committed to changing from
seller-based to buyer-based selling, and
logically assess the environment and the
strategy-yet combined with the will, and
the sense of urgency to motivate yourself and
your team to take sales to a new level and
deploy critical expertise to get it all done.
Marc Trezza is president of Search Net
Corporation (www.searchnetcorp.com/
agency). He has been providing sales
management solutions to collection agencies
since 1990. He can be reached at snctrezza@
mindspring.com or (518) 263-3500.
Marc will discuss this sales strategy in detail
during his session at the 2017 ACA International
Convention and Expo, July 16-18 in Seattle.
To register, visit acainternational.org/events/
convention2017.org.

Alliance ACA

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Alliance ACA endorsed vendors for these essential products and services.

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38

www.acainternational.org/affinity

ACAINTERNATIONAL.ORG


http://www.searchnetcorp.com/agency http://www.searchnetcorp.com/agency http://acainternational.org/events/convention2017.org http://acainternational.org/events/convention2017.org http://www.acainternational.org/affinity http://www.ACAINTERNATIONAL.ORG

Table of Contents for the Digital Edition of Collector - July 2017

Upfront
Industry News
Best Practices
FYI
Collection Tips
What’s in Your Policy?
State Licensing Laws: What’s New and Trending
The Question of Rule 68
Calendar
Honor Roll
Healthcare Data at Risk
ACA Members Meet in D.C. to Advocate on Behalf of Industry
Fixing What’s Broken
Credit Listening Considerations
U.S. Supreme Court Hands Collection Industry a Win in ACA-Supported Case
Compliance
ACA SearchPoint
Last Word
Collector - July 2017 - Cover1
Collector - July 2017 - Cover2
Collector - July 2017 - 1
Collector - July 2017 - 2
Collector - July 2017 - Upfront
Collector - July 2017 - Industry News
Collector - July 2017 - 5
Collector - July 2017 - 6
Collector - July 2017 - 7
Collector - July 2017 - Best Practices
Collector - July 2017 - 9
Collector - July 2017 - FYI
Collector - July 2017 - 11
Collector - July 2017 - Collection Tips
Collector - July 2017 - 13
Collector - July 2017 - What’s in Your Policy?
Collector - July 2017 - 15
Collector - July 2017 - 16
Collector - July 2017 - 17
Collector - July 2017 - 18
Collector - July 2017 - 19
Collector - July 2017 - State Licensing Laws: What’s New and Trending
Collector - July 2017 - 21
Collector - July 2017 - 22
Collector - July 2017 - 23
Collector - July 2017 - The Question of Rule 68
Collector - July 2017 - 25
Collector - July 2017 - 26
Collector - July 2017 - 27
Collector - July 2017 - Calendar
Collector - July 2017 - Honor Roll
Collector - July 2017 - Healthcare Data at Risk
Collector - July 2017 - 31
Collector - July 2017 - ACA Members Meet in D.C. to Advocate on Behalf of Industry
Collector - July 2017 - 33
Collector - July 2017 - 34
Collector - July 2017 - 35
Collector - July 2017 - Fixing What’s Broken
Collector - July 2017 - 37
Collector - July 2017 - 38
Collector - July 2017 - 39
Collector - July 2017 - Credit Listening Considerations
Collector - July 2017 - 41
Collector - July 2017 - U.S. Supreme Court Hands Collection Industry a Win in ACA-Supported Case
Collector - July 2017 - 43
Collector - July 2017 - Compliance
Collector - July 2017 - 45
Collector - July 2017 - ACA SearchPoint
Collector - July 2017 - 47
Collector - July 2017 - Last Word
Collector - July 2017 - Cover3
Collector - July 2017 - Cover4
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