YOU HAD ME AT HELLO
SMILE
What do you do when you answer a call?
Sounding confident vs over-anxious, bored or aggravated
What is the tone of your voice?
Speaking harshly, bluntly or rudely to a customer results in this.
What will make us lose a patient?
The rate of $595, which includes the allergy test, the scope and going over treatment options
What is Self Pay?
**Offer this if patient is cancelling due to cost (High Dedutible or OON)
**Take $50 down to keep the patient engaged
Phone etiquette is also used on these people other than patients.
What are:
coworkers/outside clinics
vendors
insurance companies
3 Rings
What is the maximum number of rings before you answer a call?
Side conversations, loud background noises, cell phone alerts could cause this
What are interuptions during a call?
*Could come across as unprofessional
This is what you do before placing a patient on hold.
What is 'ask permission'?
*Be careful with hold times - 1 minute can feel like an eternity
Cost divided up over 6 months with a deposit of 25% or 50% down
What is a payment plan?
Introducing yourself as a representative of our clinic should be done at this time
What is "the begining of every call"?
Chewing gum, eating or drinking
What are things you should not do while on a call?
You do this when speaking clearly and slowly, explanations if needed, or empathizing with a patient when taking a call
What is matching your conversation with the patient on the line?
Pushing out the appointment day a
ways out to help accommodate a patient
What how to keep a patient on the schedule when cancelling due to schedule conflict?
Using words like:
Absolutely; Certainly; Wonderful; Definitely!
What are words to use to sound enthusiastic?
Responding with "That's a great question!" Or "Let me find the correct answer for you."
What do you say when you don't know the answer to a patient's question?
This is what is considered when putting a call through without talking to the next person receiving the call
What is a blind transfer?
*Examples of transferring and receiving - why is this important?
In just 3 easy treatments, you can knock out your allergies for good and studies show this to be just as effective as 3 years of allergy shots
What is the ExAct Immunoplasty?
*May be an option for patients not wanting a long term commitment*
The interaction that will form either a positive or negative opinion of our practice
What is a first impression?
Thinking through exactly what you plan to say and discuss BEFORE you place a call
What is pre-call planning?
*Outbound calls but could be used to sharpen your skills when answering questions
This is what you say when closing a call with a patient
What is "Thank you for choosing Aspire Allergy!"?
This helps to keep up with treatment, follow up appointments and much more, all while earning rewards!
What is the Perx App?