ACTIVE LISTENING
The first thing you should reflect back to a patient before explaining anything.
What is the patient’s emotion?
The best phrase to start an empathetic response.
What is “I hear you”?
What patients are really buying when they say yes.
What is confidence, comfort, and trust?
The worst thing to say after a financial objection.
What is defending the investment?
The most powerful tool in a phone call.
What is your tone?
This type of question keeps the patient talking and reveals motivation.
What is an open-ended question like tell me about your dental journey?
What empathy does NOT mean.
What is discounting feelings?
The difference between cost and investment.
What is cost is temporary; value is lasting?
What “That’s expensive” usually means.
What is I’m unsure of the value?
What permission-based language does.
What is lowers resistance?
A phrase that shows you heard emotion, not facts.
What is an empathy statement?
Why jumping into financing too early backfires.
What is it increases pressure and resistance?
A transformational way to describe dental care.
What is a solution to a life problem?
The first response to any money concern.
What is empathy before education?
The structure for every phone call
What is the GREAT call process?
What you should do when a patient pauses after sharing something emotional.
What is pause and allow space?
The correct response to “That makes me uncomfortable.”
What is acknowledging discomfort before explaining?
What happens when a PA leads with the investment first.
What is financial resistance and disengagement?
Why patients bring up insurance.
What is a need for safety and justification?
How to regain control without sounding pushy.
What is guiding with curiosity?
The biggest mistake PAs make when they think they’re “listening.”
What is listening to respond instead of understand?
The emotional need hiding behind “I need to think about it.”
What is fear of regret or overwhelm?
The most powerful reframe when discussing money.
What is connecting care to the patient’s goals or fears?
The real meaning behind “I’ll call you back.”
What is unresolved fear or lack of trust?
The ultimate win of a successful call.
What is the patient feeling safe and confident?