PHONE CALL POWER MOVES
What’s the first thing you should do when answering a new patient call?
Greet them warmly, introduce yourself, and thank them for calling.
Daily Double!!
What do we ask to gauge if a patient will be receptive to recommended treatment?
Is fixing this problem important to you?
Why is a strong handoff between team members important for patient confidence?
It reassures the patient they are in great hands and prevents miscommunication.
What’s a good response when a patient says, "I don’t have time for treatment right now"?
I totally understand! That’s why we offer flexible scheduling options. Let’s find something that works for you.
What’s a great way to make the patient feel like part of the decision-making process?
We have a few options to get you to your smile goals. Would you like to go over them together and find what works best for you?
How do you respond when a patient says, "I need to check my schedule and call you back" to avoid losing the appointment?
I totally understand! Let’s find a time that works best for you now so you don’t miss out on availability. We want to make sure you get the care you need as soon as possible!
What’s an empathetic way to acknowledge a patient’s fear about treatment?
I understand this can feel overwhelming, but we’re here to make it as easy and comfortable as possible for you.
TRIPLE PLAY!!!
What’s the key information you should include when introducing a patient to the next team member?
-Patient's Name
-Main Concern
- Personal Details that Build Rapport
A patient says, “I don’t like the dentist.” How do you respond empathetically?
You’re not alone—many of our patients have felt that way, but we focus on making your experience comfortable and stress-free.
How do you ask about budget in a way that doesn’t make the patient uncomfortable?
We have a range of options—what’s most important to you when it comes to affordability and comfort?
How do you turn a cancellation call into an opportunity to keep the schedule full?
I understand things come up! Let’s find a new time that works for you so we can keep you on track with your care.
How can you show empathy when a patient is worried about cost?
I know cost is a big factor, and we have options to help make this work for you.
A patient needs to see Dr. Keen next. What’s a strong handoff statement to build trust and reassurance for a patient worried about pain?
Dr. Keen is amazing at making sure her patients are comfortable every step of the way. She’ll listen to your concerns and walk you through everything so you feel at ease. You’re in the best hands!
How do you handle a patient who says, “I need to talk to my spouse before making a decision”?
That’s a great idea! Would it help if we provided a quick summary or even gave them a call together?
Alternative:
Offering to schedule a reconsult with the spouse present!
Daily Double!!
A patient says they’re interested in treatment but not ready yet. How do you respond?
I hear you! What’s holding you back? Maybe I can help make the process easier for you.
What’s an effective way to handle a price shopper who asks, ‘How much is a cleaning?’
Great question! The cost depends on what’s best for your oral health. Let’s schedule you for an exam so we can customize the right care plan for you.
How can you use active listening to help a patient feel heard?
Repeating back their concerns in your own words and nodding or making affirming comments.
How can you make the patient feel personally cared for when passing them to the financial coordinator?
I want to make sure you get the best options for your treatment. Miranda is an expert at helping patients find the best financial plan—she’s going to take great care of you!
A patient claims they’ll ‘just wait until it hurts.’ What’s a strong response?
I totally get wanting to wait, but once there’s pain, the treatment is often more involved and costly. Taking care of it now keeps it simple and pain-free.
What’s a great way to reassure a hesitant patient about their investment in treatment?
This isn’t just about your teeth—it’s about your confidence, health, and quality of life. You deserve to love your smile, and we’re here to help make that happen.
What’s a powerful way to handle a patient who says, ‘I need to think about it’ when discussing treatment over the phone?
I completely understand! What’s the main concern on your mind? I’d love to help make this decision easier for you.
What’s a question you can ask to help a patient emotionally connect with the benefits of treatment?
How would it feel to smile with confidence again?
Also accepted:
Imagine how your life could change with a smile you love—what would that look like for you?
How would it feel to finally be free from dental discomfort and enjoy your favorite foods again?
What’s a way to prevent a patient from feeling ‘sold to’ when transitioning them to discuss finances?
Let’s go over your options together so you can make the best decision for your health and budget.
How can you shift a patient’s mindset when they say, “I can’t afford this”?
I hear you. If this is important to you, we’re here to help make it possible. Let’s explore our financing and flexible options to find a solution that works for you.
How can you help a patient visualize the benefits of saying yes today?
Imagine looking in the mirror and loving your smile every day. How would that change your confidence and the way you feel about yourself?
Alternate:
Using imagery (with the iTero) to show them their potential new smile!