Introduction to Phone Success (5:37) – All-Star Dental Academy Student Center

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Phone Success Syllabus

Module 1	Introduction	-
Unit 1	Introduction to Phone Success (5:37)
Module 2	Great calls	+
Unit 1	What is a GREAT Call? (5:03)
Unit 2	Types of calls (8:57)
Unit 3	New patient coordinator (4:56)
Module 3	Greeting	+
Unit 1	Importance of an All-Star Greeting (10:44)
Unit 2	Salutation (5:18)
Unit 3	Transition Statement (12:07)
Unit 4	Asking Name (4:30)
Unit 5	Welcome (4:19)
Unit 6	Asking Contact Number (5:03)
Unit 7	Referral Source (4:24)
Unit 8	Pass Off or Take Call (8:26)
Unit 9	Greeting Conclusion and Role Play (2:48)
Unit 10	Phone Success Quiz #01
Module 4	Rapport 1: Foundation	+
Unit 1	Introduction Rapport (3:22)
Unit 2	Foundation of Rapport (8:30)
Unit 3	Fundamental Techniques in Handling People (1:36)
Unit 4	Six Ways to Make People Like You (3:52)
Unit 5	Mirroring & Matching (5:58)
Unit 6	Outcome of Calls (3:37)
Unit 7	How to Build Rapport (5:54)
Module 5	Rapport 2: Personality types	+
Unit 1	The Know-it-All (5:33)
Unit 2	The Storyteller (4:01)
Unit 3	The Easy Peasy (2:46)
Unit 4	The Rusher (6:00)
Unit 5	The Informationalist (4:06)
Unit 6	The Nervous Nelly (6:05)
Unit 7	The Indecisive (3:48)
Unit 8	The Price Shopper (7:07)
Module 6	Rapport 3: Advanced rapport	+
Unit 1	Empathy (4:52)
Unit 2	How Long to Build Rapport (10:11)
Unit 3	VIP Process (10:31)
Unit 4	Positive Language (4:58)
Unit 5	Elements of the Rapport Process (21:03)
Unit 6	Phone Success Quiz #02
Module 7	Engage: Foundation	+
Unit 1	Introduction to the Engage (0:58)
Unit 2	What is Engage (3:01)
Unit 3	Proactive v. Reactive Scheduling (8:44)
Unit 4	GREAT vs. EAGER Calls (4:59)
Module 8	Engage: Elements of engaging the patient	+
Unit 1	Engage: Elements of Engaging the Patient (0:30)
Unit 2	Answering Common Questions/Price Shopper (8:38)
Unit 3	Show & Tell Method™ (7:44)
Unit 4	Share the Sizzle™ (4:10)
Module 9	Engage: Questions role plays	+
Unit 1	Engage Role Play Introduction (0:37)
Unit 2	Do you offer ‘x’ service? (2:22)
Unit 3	Do you accept my insurance? (in-network) (2:24)
Unit 4	Do you accept my insurance? (out-of-network) (3:06)
Unit 5	What are your office hours? (3:02)
Unit 6	Where is your office located? (1:48)
Unit 7	What do you charge for implants? (3:57)
Unit 8	What do you charge for veneers? (3:49)
Unit 9	Do you offer Saturday appointments? (2:30)
Unit 10	Role Play Conclusion (0:27)
Unit 11	Phone Success Quiz #03
Module 10	Engage: Methods to overcome objections	+
Unit 1	Methods to Overcome Objections (1:59)
Unit 2	Intro to Overcoming Objections/5 W’s (3:56)
Unit 3	More Sizzle (1:33)
Unit 4	Pleasure and Pain Points (3:21)
Unit 5	Feel, Felt, Found Dialogue (2:36)
Unit 6	Special Note on Overcoming Objections (1:53)
Module 11	Engage: Overcoming objections	+
Unit 1	Overcoming Objections (0:43)
Unit 2	Five Most Common Objections (11:48)
Unit 3	Other Objections: Why Can’t I just get a Cleaning? (2:21)
Unit 4	Why do I need X-rays? (3:36)
Unit 5	Why do I need an exam? (2:18)
Unit 6	Practice and Role Play (3:03)
Unit 7	If No Questions or Objections (3:18)
Unit 8	Overcome Objections Conclusion (2:22)
Module 12	Engage: Objections role plays	+
Unit 1	Intro to objections role plays (0:47)
Unit 2	You Can’t Get Me in Right Away (3:47)
Unit 3	You Don’t Have the Hours or Days I Need (3:14)
Unit 4	Your Office is Too Far (3:38)
Unit 5	Your Prices are Too Expensive (5:38)
Unit 6	My Insurance is Out-of-Network (5:35)
Unit 7	Phone Success Quiz #04
Module 13	Asking for Appointment	+
Unit 1	Asking Intro & Elements (3:25)
Unit 2	Asking for the Appointment (1:35)
Unit 3	Give Appointment Options (2:37)
Unit 4	Ask about Insurance (1:41)
Unit 5	Upgrade Appointment Options (2:44)
Unit 6	Create Urgency (7:30)
Unit 7	Set the Expectations (6:43)
Unit 8	Get the Commitment (6:41)
Unit 9	Asking for Appointment Conclusion (5:35)
Module 14	Taking the Information	+
Unit 1	Taking Info Intro and Elements (4:59)
Unit 2	Secondary Information (4:45)
Unit 3	Insurance (6:04)
Unit 4	Medical History (3:07)
Unit 5	Referral Source (1:31)
Unit 6	Credit Card and Review (6:33)
Unit 7	Follow-up and Conclusion (9:15)
Unit 8	Roleplay 1: Take Info if Patient Says Yes (3:42)
Unit 9	Roleplay 2: Take Info if Patient Says No (3:33)
Unit 10	Phone Success Quiz #05
Module 15	Certification Exam	+
Unit 1	Phone Success Certification Exam