Greeting and Rapport
Purpose to is control the _______
Temperature
What's our goal for Needs Assessment?
1. When does it hurt and why does it hurt?
2. Where does it hurt and why does it hurt?
3. Where does it hurt and how does it hurt?
4. Does it hurt?
3. Where does it hurt and how does it hurt?
Which comes first? Aided or Unaided speech?
Unaided
What are we selling?
1. Hearing aids
2. Hearing Devices
3. Better Hearing
4. Whatever the patient wants
3. Better Hearing
What should you do first, if the patient doesn't say yes?
A. Calmly begin step 1 of the 6 Step Waltz
B. Freak the heck out and use as many words as possible to fill the awkward silence. Bonus points if you start sweating
C. Ask the patient to expound on their concern
D. Empathize with the patient
D. Empathize with the patient
During Greeting and Rapport, what kind of questions should we ask our patient?
Open ended questions
How many environments/feelings are we looking for?
2-3
A. Laminated in your top desk drawer
B. Out on the table next to the audiogram, in view of the patient
C. Tucked away nicely on the intranet for you to visit when you miss it (which will be never)
D. Copied, printed and in the envelope with the patients audiogram, so they have all they need to go home and think about it
C. Tucked away nicely on the intranet for you to visit when you miss it (which will be never)
Which of the following is NOT part of the 5 Step Waltz?
A. Back to better hearing
B. Reclose
C. Isolate, Condense and Solve
D. Expound
C. Isolate, Condense and Solve
Where can we find good promps for Greeting and Rapport questions?
the intake form
What two follow up questions can be used to dig deeper into the environments our patients are struggling in?
During aided speech, what should we use during the demo?
1. What we assume would best fit the patient based on their needs assessment
2. The technology level the patient has asked for
3. Always premium technology
3. Always premium technology
What words are we careful to use in our closing statement?
A. Treatment plan vs hearing aids
B. Investment vs cost
C. Both A&C
C. Both A&C
Is considered a what?
A. Objection
B. Observation
B. Observation
Which of the following would NOT be a strong Greeting and Rapport question?
1. You have a birthday coming up! What are you doing to celebrate?
2. How many children do you have?
3. How long have you lived here in Peru?
2. How many children do you have?
"Just so we're on the same page, what are we hoping to accomplish today?"
During unaided speech, what are the last 3 questions we ask our patients in regards to their test results?
1. Does this surprise you?
2. Is this acceptable to you?
3. Are you ready to do something about this today?
After we've made our recommendation, how do we ask for the commitment?
"As long as we're in agreement, I'll get your prescription started"
A. Asking the patient to repeat their main objection
B. Restating the objection back to the patient
C. Asking for the sale
D. Providing the patient with multiple, alternative options
B. Restating the objection back to the patient
What is our transition statement between Greeting and Rapport and Needs Assessment?
"How can I serve you today?"
What is the number 1 mistake providers make during Needs Assessment?
We talk too much
After everyone is seated after our aided distance test, what question are we directing specifically to our observing party?
"What would it be like if *patient* could hear like this all the time?"
What percent of sales professionals never actually ask for the sale?
83%
Bonus points: What is the talk track instead?
I need to go home and talk to my spouse
Talk Track: Send them home in demos