By: Grace Rizza, Owner of Identity Dental Marketing
How to answer difficult patient questions
"How much do you charge for a cleaning?"
How does your staff respond to this question from a new patient caller? Does your staff have formal training to know just how to respond in the best possible way? There are specific questions that new patients ask to jump start a conversation and often price is one of them.
If your staff just simply gives a price, you can often just kiss that patient goodbye! At Identity, we provide sales training. We address these difficult topics and practice answering these questions. We take our time to make sure that every staff member is comfortable using sales techniques on the phone to insure the HIGHEST conversion rates possible. After all, do you think Suzy from down the street really wants to call all the dentists in town before choosing one? No! She just wants to know that she's going to get a fair price and premium dental care. She wants to know she isn't going to be treated rudely and that she can trust your office. "How do we do that?!", you may ask. Well, we will give you the condensed version, but our 90 minute presentation, "The 4 Phone Principles" will get your office prepared to step up their customer service skills to the next level.
Suggestion 1: Take control of the conversation by asking a question. Suzy says, "How much do you charge for a cleaning?" You say, "Hi, may I ask who I'm speaking with please?"
Suzy says, "My name is Suzy, I just really want to know how much you charge for a cleaning."
You say, "Hi Suzy, thanks for calling us today. Our cleanings do vary based on the type of cleaning you may need, but our prices are very competitive for the area."
This scripting continues, but more importantly, we'll teach your entire team how to gain control of the conversation, and ultimately book more appointments!
Other presentations include: Increasing collections Improving patient loyalty/patient retention Improve Case Acceptance Double Patient Referrals and more!
Contact Identity Dental Marketing for your complimentary marketing consultation and get started creating the practice that you’ve dreamt about. Email Grace.Rizza@gmail.com or call 630-432-4519. We're here to help you grow.
Read the next article about 50 Ways To Grow Your Dental Practice