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Scripting for front desk excellence

Enthusiasm and a friendly tone are keys to telephone success. Add product knowledge and a little extra effort, and you’ll improve scheduling rates.

How about creating a flip booklet with your most common objections/answers. Scripts can be challenging, but with practice, they become second nature. Scripts build confidence, support branding, maintain consistency, and strengthen the credibility of your practice.

Here are some quick tips:

  • l Know what pain points and benefits are important to your prospects and customers … “Mary I know how difficult it can be to get away during your workday. That’s why we offer convenient after hours appointments...”
  • Wording for the script should be direct and benefit-oriented.
  • The script should include questions which help you engage the person and help you learn more about their needs ... “Mary, any other questions on your mind today?” 
  • Honest direct language is critical. It is less about selling them than it is about educating, engaging, and providing helpful benefits ... “I’ve got you in for Tuesday Mary. Is there anyone else you’d like to bring? I have a convenient opening at the same time.”
  • Always offer patients two times from your schedule to choose from.
  • If they say “No,” reply with an appropriate rebuttal, but only if you have something meaningful to add.
  • If a patient is in pain, show concern and see them when you can perform treatment – emphasize the benefit of your swift action to alleviate their pain.
  • Identify common obstacles (like insurance) and be ready: “Yes we know ‘A Insurance’ and can process your claim. Yes treatment is covered with ‘B Insurance’ ... you just have to submit your bill to them for payment.”
  • Cancellations happen when value hasn’t been communicated or reinforced. Make patients feel important, emphasize benefits and implications. If necessary, offer another appointment immediately, and have a series of questions ready to help uncover the real reason for cancellation. Sadly, most people want to avoid a dental visit and may not tell you why. Offer unsolicited solutions/benefits to the most common reasons.
  • Don’t leave it to your patient to call back. Maintain control and tell your patient when you will contact them.
  • Above all be respectful of their point of view.