I NEED WHAT??
I'm not sure I want a crown. Can't you just do another filling?
Tell me a little bit more...
What benefit do you see in doing another filling?
How long do you want it to last?
How many times do you want to work on that tooth?
This won't happen very often if we ask open-ended questions FIRST..
How much is a crown?
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 like to meet your personally and take a look to see how we could best help you. How about Thursday or Monday at 2 pm?
I think I'll just wait until it hurts.
I'm so glad you're not in pain... yet.
It sounds like you're seeing a benefit in waiting until you're in pain. Do you mind telling me more?
Why aren't you on the list for my insurance anymore?
Our doctor was finding that the limitations of your plan restrict the time she is able to spend with you, as well as the quality of dentistry. She isn't willing to sacrifice either - you deserve better!
I just started a new job and really need to come in after 4pm
Congrats on the new job! Tell me about it...
The treatment you've chosen will likely require that you take some time off... what do you think about consolidating as much as possible to minimize your time off?
Dr. has reserved time especially for what you're wanting to accomplish at 8 am. Would early or later in the week work best for you?
Do you whiten teeth?
Absolutely! Do you mind if I ask who I'm speaking with?
Tell me what you're wanting to accomplish..
What do you know about whitening
how soon do you want your teeth whitened.
Other than the color, what else is important to you?
My last dentist didn't tell me about this...
This comment is an indication that you didn't do a very good job of finding out what's important to the patient. You have to EARN THE RIGHT to give solutions by building a foundation built upon their goals and objectives.
My filling came out and now my tooth is really sensitive. I've been online and it sounds like I might need a root canal. what do you think?
Oh no! I'm so sorry you're having trouble. Do you mind telling me your name?
I'll bet Dr. Brady will want to meet you and personally take a look. We have time reserved especially for our new patients with these type of situations - can you make it in tomorrow at 2pm?
I received a list from my insurance saying I have to find a new dentist
That's absolutely not correct. We have several patients on your plan! Our doctor made the decision to change the relationship we have with your plan because they were asking us to downgrade our standard of care, and you deserve better!
I hate shots!
You're not alone! Tell me more...
Are you familiar with some of the new technology that doesn't require injections for dental treatment? (lasers, etc.)
How can we ensure that you're as comfortable as possible?
What if we could consolidate treatment as much as possible to minimize the injections?
I understand how you FEEL We have other patients who have FELT the same way, and what they've FOUND is that Dr. Brady is extremely gentle!
How much do you charge for a new patient visit?
Do you mind if I ask who I'm speaking with?
I'm so glad you called! It sounds like you're looking for a new dentist - tell me what you'd like to accomplish on your first visit...
You've called the right place - I know we can help you! We have time reserved especially for new patients, so that we can give you 100% undivided attention. How about tomorrow or Monday at 10:30 am?
How do you do an implant?
Great question!
It sounds like you're interested in making some improvements. Tell me more...
What exactly would you like to know about the process?
Can you just send a pre-determination?
Can you tell me why you're wanting to send a pre-det?
We don't do many of those, but I'd be happy to get one out for you. The fee to submit a predetermination is $150, and we'll apply that do your treatment when you begin.
I don't want any x-rays today.
Tell me a little bit more...
What concerns you about x-rays?
Why is it important for you to get your teeth cleaned today? Other than a cleaning, what would you like to accomplish while you're here?
How important is prevention to you when it comes to your teeth?
Do you have laughing gas?
Do you mind if I ask who I'm speaking with?
Thank you so much for calling! Yes, we certainly have laughing gas - It sounds like you're looking for a new dentist. Tell me more!
After you've quoted the fee...
'I'll have to get back to you'
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?
I don't want an exam - just a cleaning
Tell me why it's important for you to get your teeth cleaned?
Do mind sharing with me why you're reluctant to have the doctor check your teeth?
I'll do what my insurance will pay for.
What if your plan doesn't cover things that are important to you? (have we established what's important from the patients point of view?)
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?
Most patients have found that their dental plan is more of a 'rebate' or supplement, than actual insurance.
That's a lot of money! There's no way I can do it.
Yes it is quite an investment. Would it be helpful if we could spread out the cost over time?
You get to decide the pace of your treatment. Where would you like to start?
I want to get my teeth cleaned.
Great! Do you mind me asking who I'm speaking with?
I'm so glad you called! Why is it important for you to get your teeth cleaned?
What are you looking for in a dental office?
What else would you like to accomplish when you come in?
Do I have to do everything at once?
Absolutely not. You get to decide the pace! It sounds like you might want to spread out your treatment - tell me more...
Most patients like to minimize their visits and take care of everything in 1-2 well planned visits. What do you think?