• Greeting & RPC confirmation-

• Good Morning/ Good Afternoon / Good Evening, Am I speaking with Mr. XYZ? (Yes/NO)

• Self and Company Introduction

• I am ABC calling on behalf of Tata Motors finance limited.

• IF NO

• May I know how do you know Mr XYZ? May I know your name?

• Third Party Verification:

• If anybody apart from customer picks up the call (including Blood relation), and asks what is the
call in regards with, Associate will never use the word LOAN/EMI upfront unless Third party
confirms that he/she knows about the loan

• E.g. 1. Third party says, what is this call in regards with, associate to say- (Call is in regards to
____finance LTD, may I speak to Mr. XYZ?)

• E.g. 2. Third party says is this call regarding the vehicle loan, and then the associate can proceed
with the call, as Third party is aware about the loan.

• If Yes,

• Recorded disclaimer-

• This call is being recorded for our internal Training and Quality purpose.

• Purpose

This call is regarding your Vehicle loan with model number: XYZ, and Reg [Link]-04 XYZ. which has
already matured as of Month/Year but you haven't paid the charges yet. May I know the reason for
delay? We would like to inform you that these amounts need to be paid immediately since your contract
has already matured in Month/Year. Delaying the payment may result in additional penalties and
charges. It’s important to clear these dues promptly to avoid any negative implications.

• If Customer Does Not Agree for payment

• Sir/Ma’am, this is impacting your credit score, you may face difficulty to availing loan in future &
your relation also impacting with company, if you ever think of getting finance again in the
future, then you may not get finance due to the bad relationship with the company, and your
charges also increasing day by day, your financial burden will increase so please arrange the
funds from family member or friends & make the payment now on call & If you have any
savings, like RD or FD, you can take it out of there for the time being.

Also If your children ever need an education loan for higher studies, then the education loan is
not given to the student, it is given to their parents and if your CIBIL record is already bad, then
your child's future can also be affected because of you. So for this I am saying that you should
take help from your friends or relatives because you do not have to pay interest there, not your
cibil record will be bad there, but all those things are happening here, so you please arrange it
 for the time being and get it done, when it comes to you, then you return it to them. also Inform
that vehicle will be repo if he did not pay.

• If No-

• If you not able to make the full payment now, then you can make the half payment now &
remaining amount you can pay as soon as possible. (Need to convince the customer for partial
payment)

• If Customer Does Not Agree for full payment & want settlement

• But if you settle your loan and if you want a loan in the future, due to that you may have to face
difficulties at the time of taking loan because your CIBIL record will show, you had taken the loan
earlier and you had settled it. I understand you’re in need of settlement. But unfortunately,
there is no settlement waiver available on your account. However, a minimal concession of 2%
to 4% only on the ODC charges might be possible, but this is subject to approval. We will keep
you updated on the status. If the wavier is declined, the total outstanding amount will still need
to be paid on immediate.

• If Customer Does Not Agree for online payment

• Online payment is the fastest & safest procedure, if you pay through online, then your payment
will be made within 2 minutes, if you go to the branch and make a cash payment, then you will
have to take a separate time and then you will have to pay, better than that, you can deposit
your payment in any time by taking 2 minutes’ time while working from anywhere.

• (Convince the customer and inform the benefits of online payment. If customer still does not
agree. Pitch for cash payment within time window.)

• If customer does not confirm any date or gives a future PTP due to Financial Loss , Business
Loss or Job Loss

• This is to keep you informed, if you delay your payment, you will be levied with charges (we
have to convince the customer with above mentioned rebuttals)

• Additional probing questions to be asked:

• So Mr / Mrs. XYZ, May I know are you Salaried or you run a business?

• May I know when are you planning to pay your amount?

• May I know how are you planning to manage the funds on the date which you are going to pay?

• Other fund arrangement solutions that needs to be pitched:

• Arrange funds from friends / family

• Arrange funds through savings like Fixed deposits / Recurrent deposits

• Use other convincing tools- Bounce charges for PDC customers / OD Amount / Expenses,
Negative impact on CIBIL records, difficulty while applying future loans, negative impact on
Company's relationship, collection follow up calls.

• If customer does not confirm any date or gives a future PTP due to Death in Family

• Empathize with customer’s situation

• Check with customer if it is the right time to speak with them

• No: No problem, however would like to inform you that this is a very important call regarding
your loan, may I call you back by tomorrow at (time)?

• If it is a follow up call / Yes: This is to keep you informed, if you delay your EMI, you will be
levied charges.

• Use other convincing tools- Bounce charges for PDC customers / OD Amount / Expenses,
Negative impact on CIBIL records, difficulty while applying future loans, negative impact on
Company's relationship, collection follow up calls.

• If customer does not confirm any date or gives a future PTP due to Hospitalization

• Empathize with customer’s situation

• Check with customer if it is in the condition to speak

• No: No problem, May I know who is taking care of the expenses as of now? As this is an
important call regarding your Loan repayment?

• Yes: This is to keep you informed, if you delay your EMI, you will be levied charges. Your total
accumulated charges till date are Rs XXX.

• (Help customer understand the accumulated charges calculation by checking the previous
payment dates mentioned in CRM.)

• Inform customer to get support from family to make the payment at the earliest.

• Use other convincing tools- Bounce charges for PDC customers / OD Amount / Expenses,
Negative impact on CIBIL records, difficulty while applying future loans, negative impact on
Company's relationship, collection follow up calls.

• Summarization

• Summarize call and confirm PTP amount, MOP, Date and time.
• Probing for Alt number

• May I know if you want to update alternate contact number?

• Closing

• Thank you for giving your valuable time. Have great day.