I HAVE AI, SO BASICALLY I'M A DENTIST
Can't you just save my tooth instead of replacing it with an implant?
It sounds like it's important for you to keep your teeth - tell me a little bit more...
How long do you want it to last?
How many times do you want to work on that tooth?
You mentioned earlier that you want your teeth to be healthy - at this point trying to save this tooth will prolong the inevitable and could affect your overall health.
Do you take Delta Dental?
We have a lot of patients on that plan! We will do everything we can to maximize your plan, despite any restrictions or limitations.
What do you charge for implants?
'Thank you so much for calling! Do you mind me asking who I'm speaking with? Tell me a bit more about what's going on?'
'I'll bet Dr. Brady would love to meet you and take a look personally. How about tomorrow or Monday at 2 pm?'
Deep cleaning? What do you mean I have gum disease?? I've saw my previous dentist for 27 years and they never said anything about gum disease.
I can tell you’ve done a great job being consistent with your visits — that’s awesome! If we were to fast forward 10-12 years from now, what's going to be most important to you when it comes to your teeth?
If we see some things that could potentially get in the way of you reaching your objectives, how proactive would you like to be?
This isn’t about what someone missed — gum disease can be sneaky. Our goal is to meet you where you are today and protect what you’ve worked so hard to keep healthy
Can't you just file the insurance and bill me later?
It sounds like you're concerned about the cost - Tell me more..
If a money objection..
'We have a great resource that will help spread out your investment. Would you like to get the ball rolling to see what that would look like for you?'
'would it be helpful for you financially if we scheduled the treatment a few weeks later?'
If they just aren't used to this protocol...'Our patients LOVE getting a check in the mail rather than a bill, and they've actually found that their dental plan responds quicker to them.. We'll make sure you have everything you need from us in order to get the reimbursement you deserve'
Do you do dentures?
'Absolutely! Do you mind if I ask who I'm speaking with?'
'It sounds like you're looking for some solutions - Tell me more...'
'What are you wanting to accomplish with dentures?'
'I'll bet Dr. Brady would love to meet you and come up with a plan to help you achieve what's important to you - we have a time set aside especially for our new guests, so that we can give you 100% of our undivided attention. How about Thursday or Monday next week at 2 pm?'
After you've quoted the fee...
I'm going to have to get back to you to schedule.
'Absolutely. I sense some hesitancy. Do you mind sharing? '
The goal is to uncover the unspoken objection.
'When would you like for me to follow up with you in the next day or so?
My filling came out and now my tooth is really sensitive. My regular dentist said I probably need a root canal, but I've heard bad things. What should I do?
Oh no! I'm so sorry you're having trouble.
What do YOU want to do?
The solution is really up to you. What kind of an outcome are you hoping for?
Regardless of what you decide, how long do you want it to last?
That's a lot of money. I'll just do what my insurance will pay.
'It is quite an investment. The good news is that you've chosen a plan that will serve you well for a long time'
'Most patients have found that their dental plan is more of a 'rebate' or supplement, than actual insurance - Would it be helpful if you could spread out your financial obligation in the event you want to accomplish something that your plan doesn't cover?'
That's a lot more than I expected. Would I be able to make payments?
'Absolutely - tell me what you had in mind...' (not in-house financing - referencing 3rd party)
'We have experts that have set up a system for our patients that want to spread out their investment. We can go ahead and get the ball rolling...'
'Our doctor is a much better dentist than he is a banker... many of our patients like using a credit card with points or miles... some have been able to get a line of credit with their bank, home equity, etc... what resources do you have that might work in this situation?'
If not approved for 3rd party and no re sources...
'Some of our patients set up an account with us to build up a credit by making regular payments until they are ready to start the process - what do you think?'
My dentist referred me to you. How much is a consultation?
'Do you mind if I ask who I'm speaking with?'
'I'm so glad you called! Who can we thank for referring you?'
'The cost really depends on you - what is it that you and your general dentist are wanting to accomplish?'
Which one is the worst one? Can you prioritize this for me?
'It sounds like you want to spread out the treatment. Tell me more...'
'How well do you want everything to match?'
'Based on what you want to accomplish, you'll have the best results if we address everything together.'
'Most of our patients like to take care of everything in a couple of well-planned visits to save time. What do you think?'
It doesn't look like my insurance will cover very much of my treatment - Can I get a discount?
'You've made an excellent decision with your plan, and you're going to love the result!'
'It sounds like cost is a concern... tell me more...'
'We have a great program for our patients with good credit that will allow you to spread out your investment. What do you think?'
Do you offer sedation?
'Thank you so much for calling! Do you mind if I ask who I'm speaking with?'
'Yes, we offer sedation- Tell me more!'
'Please know that you're not alone. Many other patients have felt the same way. You've definitely called the right office, and as a patient myself, I can vouch for our doctor - she is extremely gentle and your comfort and confidence is her main priority'
' I know she'd love to meet you - how about Tuesday at 2 pm?'
I don't want x-rays today.
This is likely an indication that you didn't base the x-rays on the patient objectives!
'Tell me why you're hesitant to have x-rays'
'What's important to you long-term?'
'Xrays are a great tool to help us identify anything that could get in the way of you're long term goals- we'll be able to catch things early, saving you time and money in the long run'
'Based on what you want to accomplish, it would be helpful if we were to take xrays - what do you think?'
I'm too old to spend this kind of money on my teeth.
'Can you tell me a little more about what you mean when you say that?'
'How are your teeth affecting your day-to-day life right now?'
'What have you stopped doing, eating, or enjoying because of your teeth?'
'Thank you for sharing that with me. That really helps me understand what matters to you - If this weren’t about age or money for a moment — what would you want for yourself?'
'Given what you’ve shared, what feels like the right next step for you?'
Do I have to do everything at once?
Absolutely not. You get to decide the pace!
(discover objection before responding!)
It sounds like you might want to spread it out - tell me more...
Money concern- 'What if we could help you spread out the investment so that you can go ahead and accomplish what you want?'
Time concern - 'Most patients like to minimize their visits and take care of everything in 1-2 well planned visits. Would that be helpful?'
Fear/Anxiety - 'We have a lot of patients who have felt the same way! They've found that a mild sedative makes it easy for them to accomplish more in less visits. What do you think?'