Prior to training, we recommend that each new member dentist review the information provided on call conversion. They should have a meeting with the manager and front desk to share with them this information about learning to convert prospect calls into patients. Download the sample scripts before the training session so your staff can ask questions about any particular answer.
Some important considerations for anyone on your staff when answering prospective new patients calls.
Secure the appointment. This is your main goal. This is what will help the practice. This is how to contribute and be a vital part of the office. This is one of the most important jobs because without patients, a practice cannot survive. So with that understanding, realize everything you do on the call with a new patient should be to that end. If something you say or do does not help you in getting the appointment, then don’t say or do it. Keep closing until they say “Yes”.
Remember these are prospects, not patients. They have not made an appointment and have not committed to anything until you say and do the right thing to make them a real patient. You must secure the appointment or they are just prospects.
Don’t put new prospective patients on-hold. If I called up and said, "I have $20,000 and I want to talk to somebody about spending it.” …would you put me on hold? Don’t expect prospective patients to stick around while you deal with something else. Take down their name and number and ask to call them back within 5 minutes but only if you absolutely have to. Let them know that their call is very important to you and Dr. Reeves and you want to spend the time necessary to make sure all their questions and needs are met.
Be ready for any question. Study and try to think of all possible situations and calls. When you make a mistake or fail to know something that you should, make a note of it so you can be confident on the next call like it. Prospective patients hate it when an office does not know information about their own office.
Do not diagnose. You are not the doctor so don’t tell prospective patients what will happen, what they might need, what is probably wrong, etc. Never. Ever.
Always be cheerful and friendly – Ask, “Who am I speaking with?”
Study the treatment, services, offers and be proud when sharing this information with callers. Enthusiasm for the experience the office can offer a patient is infectious and this should come across in the front desks voice over the phone.
Know your doctors credentials and speak proudly of their experience and relationships with patients. Offer them online testimonials or request an email address so you can send them other patients who asked about the practice and were glad they came there.
Know your competition. What are their prices? Where are your services and prices in comparison to other dentists doing marketing in your area? The economy is at almost depression levels, the middle class is out of work, dental insurance is at an all time low with less than 23% of the market insured, while provider panels at an all time high. Prospective patients on the Internet want to know price much of the time. This does not mean they are cheap or don’t have money…they just want a good deal. (Who doesn’t?)
Be ready for questions about price. Remember, Internet Dental prospects serious about treatment are going to ask you the price most of the time. Patients are consumers using the Internet for SHOPPING and they do not want to overpay for something they can get from another dentist for less. (Would you?) Know your pricing and the differences in your services, the doctor and quality of materials. Know other dentists marketing and special offers, etc. and how they compare with any special offers you have. Have a script for every possible type of money question for types of treatment you offer and learn it until you can speak it with enthusiasm and believability…especially expensive procedures like implants, veneers, and crowns. The more your office charges, the longer it will take to justify the cost. Offices with the lowest prices and know it can be order takers. Offices that offer only high quality at higher prices need to explain this to prospects in terms they can relate too and not just expect to quote a price and take it or leave it. You must be prepared to discuss why your office does charge more than other dentists and why the value is more important than price.
Some important considerations for anyone on your staff when answering prospective new patients calls.
Secure the appointment. This is your main goal. This is what will help the practice. This is how to contribute and be a vital part of the office. This is one of the most important jobs because without patients, a practice cannot survive. So with that understanding, realize everything you do on the call with a new patient should be to that end. If something you say or do does not help you in getting the appointment, then don’t say or do it. Keep closing until they say “Yes”.
Remember these are prospects, not patients. They have not made an appointment and have not committed to anything until you say and do the right thing to make them a real patient. You must secure the appointment or they are just prospects.
Don’t put new prospective patients on-hold. If I called up and said, "I have $20,000 and I want to talk to somebody about spending it.” …would you put me on hold? Don’t expect prospective patients to stick around while you deal with something else. Take down their name and number and ask to call them back within 5 minutes but only if you absolutely have to. Let them know that their call is very important to you and Dr. Reeves and you want to spend the time necessary to make sure all their questions and needs are met.
Be ready for any question. Study and try to think of all possible situations and calls. When you make a mistake or fail to know something that you should, make a note of it so you can be confident on the next call like it. Prospective patients hate it when an office does not know information about their own office.
Do not diagnose. You are not the doctor so don’t tell prospective patients what will happen, what they might need, what is probably wrong, etc. Never. Ever.
Always be cheerful and friendly – Ask, “Who am I speaking with?”
Study the treatment, services, offers and be proud when sharing this information with callers. Enthusiasm for the experience the office can offer a patient is infectious and this should come across in the front desks voice over the phone.
Know your doctors credentials and speak proudly of their experience and relationships with patients. Offer them online testimonials or request an email address so you can send them other patients who asked about the practice and were glad they came there.
Know your competition. What are their prices? Where are your services and prices in comparison to other dentists doing marketing in your area? The economy is at almost depression levels, the middle class is out of work, dental insurance is at an all time low with less than 23% of the market insured, while provider panels at an all time high. Prospective patients on the Internet want to know price much of the time. This does not mean they are cheap or don’t have money…they just want a good deal. (Who doesn’t?)
Be ready for questions about price. Remember, Internet Dental prospects serious about treatment are going to ask you the price most of the time. Patients are consumers using the Internet for SHOPPING and they do not want to overpay for something they can get from another dentist for less. (Would you?) Know your pricing and the differences in your services, the doctor and quality of materials. Know other dentists marketing and special offers, etc. and how they compare with any special offers you have. Have a script for every possible type of money question for types of treatment you offer and learn it until you can speak it with enthusiasm and believability…especially expensive procedures like implants, veneers, and crowns. The more your office charges, the longer it will take to justify the cost. Offices with the lowest prices and know it can be order takers. Offices that offer only high quality at higher prices need to explain this to prospects in terms they can relate too and not just expect to quote a price and take it or leave it. You must be prepared to discuss why your office does charge more than other dentists and why the value is more important than price.