Call Structure
What comes after Data Checks?
Reason for Call
Give 1 example of how you can demonstrate active listening?
Verbal Nods
Repeat back what the customer has said
Ask clarifying questions
What is an income & expenditure?
A form we can use to get an in depth understanding of the customer's financial situation which provides detail of any incomes they receive and any outgoings they budget for
List the 4 standard Forbearance Options
CMI Plus
CMI Minus
CMI Only
Customer Requires Time (CRT)
What are THREE ways you can search for a customer?
Customers name
Telephone Number
Registration number (If they have a private plate, the original reg)
What are Oodle's Data Protection requirements?
Date of birth, 1st line of address and postcode
What is a closed question?
A question which can only be answered with a yes or no or a one word answer
When would you complete a joint income & expenditure?
If it was a joint account or if the customer is unable to provide just their contribution to the household bills.
Describe a CMI plus payment plan
Customer pays their CMI and additional payments towards their arrears until they are back up to date
Who decides the amounts for the spending guidelines on an I&E?
Office of National Statistics
Where in the call structure does the delivery of consequences come?
After gaining commitment
What is a leading question?
A question that prompts (or leads) the respondent to provide a specific answer
Who provides the data used to produce 'spending guidelines'?
Office of National Statistics
Describe a CMI minus payment plan
Customer pays below their CMI payment
What is the Min and Max amount of time you can have Oodle car finance for?
12 Months
60 Months
What is the difference between establishing the reason for arrears and understanding customer's circumstances?
Establishing reason for arrears is the why they have missed a payment, where as understanding the customer's circumstances is probing further to get information about the wider situation.
Describe the funnel technique
Starts with an open question, followed by probing questions before finishing with a closed question.
What should you do if the customer pays for their Gas and Electricity as a dual fuel package?
List the full amount under "Gas" on the I&E and add a note into the additional notes section
Describe a promise to pay payment
Customer pays all out standing missed payments in one lump sum on an agreed date within the next 30 days
What type of additional questions can you ask?
Six answers
Double points
Phone Number
E Mail Address
Occupation
Vehicle Make and Model
Vehicle Registration
Employer
What are the 13 steps to Oodle's call structure?
Welcome & Acknowledge
Data Protection
Data Checks
Reason for Call
Account Review
Set the Scene
Establish Reason for Missed Payments
CIVC
Understand Customer's Circumstances
Present Solution
Gain Commitment
Consequences & Close Call
After Call Admin
What is the difference between active and passive listening?
When a customer has a positive disposable income, how much would we expect them to pay towards the arrears?
70%
If a customer was unsure of their financial situation, which of the forbearance tools would be most appropriate?
Customer Requires Time as the customer needs time to go and seek advice / review their finances
What are FIVE of the reasons for not completing an I&E with a customer?
One off missed payment
Customer refuses (objection handle?)
Customers do not have the information to hand (Allow 14 days grace period)
Customer is in arrears with priority bills
If they need external support (Allow 30 days)