When a consumer says “no,” it can be a natural point of resistance in the conversation, but it doesn’t always mean the discussion is over. Knowing how far to push and when to step back is critical to maintaining both effectiveness and compliance.
Stacey Sexton from ARS National Services joins Mike Gibb to discuss how collectors should respond in these moments. He shares practical guidance on navigating objections, maintaining control of the conversation, and applying the right level of persistence – while keeping the interaction respectful and compliant.