The Foundation of Effective Collections in a Digital World:
Part 4 Closed Questions
Don’t use closed questions: Avoid yes/no traps that stall
progress
Closed questions (“Will you… can you… could you…”) invite easy
deflection. The original guidance remains correct.
Modernise it with technology:
-
Script prompts inside your collections tool: Use call guides that
steer collectors away from “Can you pay?” toward action-based
questions. -
Real-time payment link ready: If the customer says “yes,” be
ready to send a payment link, bank details, or portal instructions
immediately while you have them engaged.
Outcome: You don’t just get agreement, you get movement.
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