BE EO
Is it okay to discuss personal matters such as ulam, lovelife and like in the selling area?
No, We should avoid talking personal matters in the selling area
Is it okay to greet incoming patients altogether or to greet them sequentially?
No
______ questions to explore more the Patients' needs.
Probing
What is the standard waiting time for a patient after paying for their CEG?
15 minutes
Progressive Eyeglasses should dispensed by ____________.
Observe good posture and ________ when appropriate
smile
What is the EO's standard greeting?
Welcome to EO!
If the patient needs to go through for an eye check-up, let the patient proceed in completing the _________.
RX info sheet / RX form
Does the selection of eye glasses case is included in Phase 3: Ensure needs and Endorse for payment?
Yes
What is the standard way of saying thank you to a patient?
Thank you for loving your eyes!
________ in customer service to build trust
In Observe, as pre-introduction.
What are the pointers to remember in starting a conversation with patients?
"Offer Free _______, and ______ price segment and promotion"
Eye Check-up, Lowest
If no need to go through for an eye check-up, let the patient confirm the item and proceed in _____________.
suggestive selling
After eye check-up, CCS should _______________.
confirm the prescription and stocks availability
During dispensing, does the CCS still need to mention and perform the simple care tips?
No Need
BE BE mindful of your ____________ and _________
physical appearance, grooming
________ the Patient for a few minutes and pre-introduction of products and services.
Observe
This recommendation method was used to provide comparisons between options and offer ongoing support to help the patient make an informed decision and address any questions or concerns.
Compare and Support Method
If the Patient was identified as a "Decided Buyer" what kind of approach you take in the suggestive selling part?
Suggest when needed or Assess the Patient’s needs
The steps where the CCS takes a moment to ensure the product matches the patient’s prescription and is complete.
Dispensing Procedure / Dispensing Steps / Dispensing
EO's mission is "We are a world-class organization committed to provide _________________________ through the efficient service of our competent team of managers, doctors and staff."
provide excellent customer satisfaction
Give at least 3 Key points to consider when observing incoming patients.
Body Language, Browsing, Company, Current Eyewear, Movement, Expression
This recommendation method was used to gather all the options that best aligned with the patient's needs and help narrow down the choices.
Collect then Select Method
Give the 3 Steps under the Finalizing Transaction.
Step 1: Confirm the items
Step 2: Create the Sales Invoice
Step 3: Confirm the Mode of Payment
Recite the 4 steps of dispensing of contact lenses.
Show the expiration date > Show the grade/power > Show the color and quality > Put it inside the bag and hand it over to the Patient