In this less we are going to break down the script we follow in a standard call. Any variations etc we will deal with in the next lesson.
The script
99% of our calls follow the same script – with slight variations for whether its inbound or outbound calls (IB or OB).
Lets start with the standard script and assume everything goes as normal during the call. Any variations we can go over afterwards.
So you can read along as we go through the script, here is a copy of the call guide to read.
We’re going to break it down into the following segments
- Call opening
- Discovery
- Previous appointments
- Urgency
- Making the appointment
- Wrapping up the call
This is the call flow for our Cosmetic/Invisalign/Surgical Consults, General appointments follow a limited script that has the same flow with two sections removed.
Call Opening
Whether we are calling the contact, or they are calling us – the start of the call always begins the same way.
A friendly and positive greeting is essential to set the call up well and ensure the best chance of success!
For both IB/OB calls, we see their name and make sure we use it to help build a personal touch to the call and build rapport.
It’s also important to note the slight difference in wording between a price list download and enquiry – we will go over how to tell which task you are doing in the lessons later on.
Once we’ve greeted the contact, the next part of the call opening is reminding them that the call is recorded.
This is a compliance requirement, and we NEED to ensure we say this part. Failing to do so will result in a reduced quality assessment score (QA)
Sometimes people start talking before we can say this part.
We don’t want to talk over people as that is a negative call experience. Rather we wait until they finish and then BEFORE answering any queries or concerns, we say it first up.
This ensures we let them know as soon as we have a chance.
Discovery
Once we’ve said hello, we need to find out what it is exactly they are enquiring about.
This starts the rapport building off so its important to listen actively and ensure we are taking in what they say.
Start with a broad approach to get them started talking. “Tell me a little more about your concerns with your smile”.
A phrase like this allows them to open up to us about what they are looking for.
Missing teeth. Chipped/damaged teeth. Just want to brighten up their smile. What ever their answer, we can follow up with some “iceberg questions”.
The first thing they talk about is often the tip of the iceberg – so these questions allow us to dig a little deeper into the concerns.
Ensure you are taking notes as this will help you absorb the info and actively listen to the patient better.
This section is possibly the most important part of the phone call.
We use it not just as a chance to open up the chat and start that rapport but also to ensure we are finding out the main concerns for the patient.
This ensures we find the correct dentist for them.
Previous appointments
Leading on from the discovery, we also want to find out how much research the contact has done already before coming to us.
This can, again, help build rapport – but also gives us a little insight potentially into the patient’s financial position.
We will discuss this more later, but for now – lets assume the patient continues to tick our boxes.
Ideally, when we ask this question, either the contact hasn’t ever had a consult before.
Or if they have, they didn’t like the previous dentist for some reason.
- Experience with treatment
- Didn’t trust them
- Wanted a second opinion
- Heard about us and wanted to see our options
- Basically anything other than “price”
Make sure to use their answer to build some chat too. Don’t just ask a question for the sake of filling the box.
Ask them to elaborate if they are willing. This builds trust between them and us. Especially if they are feeling vunerable about it being a long time since their last visit.
If they answer with any thing along the lines of
- “I went to another dentist but they quoted me $X for [Treatment]”
- If what they say seems outrageous (eg, I got quoted 80k for 10 porcelain veneers) we could still help
- If they say that a relatively cheap price is too high (eg, I got quoted 5k for 10 porcelain veneers) that patient needs to be directed to a price list
- “I’ve seen someone in the public system”
- Dig a little deeper here – if they NEED the public system, they are unlikely to be financial and be eligible for a payment plan.
- “I’ve been to a few dentist and I’m looking for a cheaper option”
- We won’t be the cheaper option… send them a price list!
Urgency
This question is purely placed as a follow up the previous one and a trust builder.
Asking this question often leads to hearing about something personal from the contact.
Build on this – if they’re getting married for example, congradulate them and ask when and where? Get them chatting and as mentioned, build that trust and rapport.
Getting them to talk about an upcoming event builds excitement and make them far more likely to attend their appointment.
Making the appointment
We’re here! The main reason we are here! Booking time!
Our goal is to get the patient in for a face-to-face appointment, failing that we have fall back options.
Lets go through this part step by step.
Assuming we are booking an in person Cos/Inv/Surg appointment, we are offering the Free Smile Discovery Session.
It’s important to differentiate this from our general check up – the Smile Discovery is just a proffesional chat and some photos then we create their personal treatment plan and quote.
If the patient can’t/won’t commit to an in person consult. We offer an Online Discovery Session instead. This is a 30 min video call instead and a great option if the patient cant get to the clinic yet.
Once we’ve got commitment to the appointment, we need to get them in the door – but which door?
Any enquiry/price list down load will have a “closest clinic” displayed in their contact page.
This uses their postcode to find the closest clinic. We offer this first.
They are obviously welcome to change the clinic if they wish, but this just lets them know the closest option.
If it’s an inbound call, we need to get their postcode and check in google maps where the closest clinic is.
While you’re waiting for the site to load, ask the patient where they heard about us.
This is just for us to pass onto Marketing so they know how effective their content is.
We need to ensure we are aiming to fill the books from the most recent appointments first.
If its the morning, even offering same day times as a priority.
Find the next two times and offer them to the patient.
If they don’t want those times, then we can ask when works for them and do what ever we need to do ensure we are getting them at a time that suits them.
We have the overflow columns in our arsenal too! Just ensure if you use the overflow option, to let the patient know that we can move some things around and make that time work – if there are issues, someone from site will reach out to them.
Same as above, if they aren’t willing to commit to a time – offer an online discovery consult.
Once we’ve got an appointment time, we need to confirm the patients details in Core/Principle (more on this in future lesson) and send them a verification message.
We go over how to send this SMS in greater detail in the course on booking management platforms.
Once they have confirmed they have received the message, we just need to wrap up the call.
It’s important to once again repeat the booking day and time to the patient, this helps build a connection for the patient and that time – hopefully ensuring they are more likely to attend.
Also worth a gentle reminder to put the appointment details into their calendar.
Congratulations on your first booking!
