Collection Management Handbook -- Dedication -- About the Author -- Contents -- PREFACE -- ACKNOWLEDGMENTS -- CHAPTER 1 A New Collection Science Is Born -- Preventive Remedies for Credit Grantors -- How to Incorporate Protective Legalese into Your Sale Origination Documentation -- Law of the Jungle -- Building Blocks for Collection Success -- Debtor Profiles -- Delay Tactics -- Integrated Collections -- Problem-Solving Techniques -- Opening Statements -- Initiating a Collection Call -- Words and Phrases that Should be Removed -- CHAPTER 2 Oratory and Advanced Communication Skills -- Grab the Debtor's Attention -- Match the Debtor's Background -- Body Language Carries -- Value of Communication Skills -- Build a Collection of Impact Words and Phrases -- Collector's Vocabulary -- Value of Humor -- Telephone Techniques for Collectors -- CHAPTER 3 Selling Psychology Applied to Collections -- Change the Debtor's Base of Thinking -- Formula for Handling Debtors' Objections -- Handling the "Higher Authority" or "Pass the Buck" Stall -- Objection: "I'll Think About It" -- Objection: "Go Ahead and Sue!" -- Trial Closes -- Alternatives Technique -- Solving Built-In Debtor Objections -- Interim Collection Closing -- False Conclusion -- Of Ignorance and Intellect: How Veteran Collectors Outsmart Themselves -- Art of Listening -- Reading the Debtor's Temperature -- Deciding What Appeals to Use -- Maintaining Control in Telephone Collection Calls -- CHAPTER 4 Advanced Collection Techniques -- Motivating Techniques: Withdrawal Method -- More Advanced Collection Techniques -- Postcollection Close -- How to Barter a Successful Collection -- Pay It With Roses -- "Good Guy, Bad Guy" Approach -- Collection by Draft -- Point of Diminishing Returns -- Debtor Localization -- Mixing-Bowl Concept -- How to Collect from a Hard-Core, Judgment-Proof Debtor.

Charitable Donations -- How to Establish Your Own In-House Collection Agency -- Attorney Letter Influence -- CHAPTER 5 Small-Balance Collection -- Effective Techniques to Collect Receivables Less Than 500 -- How to Implement the Time and Space Technique -- Choosing an Agency to Collect Small Balances -- Psychology and Framing of Effective Collection Letters -- Stamped Reminder or Printed Sticker -- Use of Mailgrams or Telegrams -- CHAPTER 6 Suing in Small Claims Court -- How to Utilize the Small Claims Court System -- How to Sue in Small Claims Court -- General Information About Utilizing Small Claims Court -- How to Commence a Small Claims Action -- Filing the Complaint -- Preparation for Trial -- How to Prepare and File a Civil Suit -- CHAPTER 7 Making Your Debtors an Offer They Can't Refuse -- Risk Versus Reward -- Application of Legal Principles -- Positioning Your Nonpaying Customer in a Vexing Legal Predicament -- Long-Arm Statute Litigation with Applicable Case Law -- California Long-Arm Statute Litigation "Open Book" Status -- Fear-Factored Recoveries -- Bankruptcy Remedies -- Creditor Remedies for Challenging Fraudulent Conveyances and Adversary Proceedings -- Unconventional Bankruptcy Recoveries -- CHAPTER 8 Skip Tracing and Asset Searches -- How to Locate Debtors and Their Assets -- How to be a Good Skip Tracer -- To Trace or Not to Trace -- Basic Skip-Tracing Sources -- Public Records: Document Retrieval -- Personal Contacts -- Ploys to Get Information from Debtors -- Using the Telephone Company to Locate Debtors -- County Tax Assessor's Office -- Voter Registration Lists -- Post Office -- Skip Tracing and Communication -- Freedom of Information Act -- Department of Motor Vehicles -- Court Records -- Utility Companies -- Is Your Debtor a Licensed Business? -- Secretary of State -- Revenue Services -- Securities and Exchange Commission.

Other Items to be Checked -- Trade Associations and Unions -- The Military -- Credit Bureaus -- Information from Collection Agencies -- Information from Other Creditors -- Cross-Referencing Banks in a Debtor's Locale -- Opportunities for Skip Tracers/Asset Locaters -- CHAPTER 9 Legal Recovery -- How to Protect Yourself from a Scam Operation -- Safeguarding Your Interests -- Do Not Throw Good Money after Bad -- Bad-Check Summary -- Turn Your Debtor Over to the IRS -- Conference Calls to the Debtor's Attorney -- Law Lists for Information -- Understanding the Basic Principles of Law -- CHAPTER 10 Enforcement of Money Judgments and Investigatory Skills -- Uncollectible Judgment Syndrome -- Training Day: Think Creatively! -- Information Subpoenas: An Unconventional Approach to Developing Information -- An Ingenious Strategy: How to Obtain Information Using Mail-Order Psychology -- How to Obtain a Mortgage Application -- National Profile (aka Insider Reports) -- Information Subpoena Package -- CHAPTER 11 Case Studies -- Confessions of Bill Collectors -- Deputy Lano -- Trial of Herman Deadbeat: Over the Phone -- Flying with the Feds -- Say It with Flowers -- Extradition to the United States: The Sting -- Case of Parole -- Sailing Anyone? -- Contamination and the FDA -- One Who Practices to Deceive -- A Master Credit Criminal -- Alias and Fair Debt Collection -- How Do You Find the Best Collection Agency? -- CHAPTER 12 Conclusion -- Communicate with Debtors Who Are Avoiding You -- The Instant Gratification Syndrome -- Debtor Mentalities -- A Final Note -- APPENDIX Accounts Receivable Proficiency Exam -- INDEX.