| 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 |
Phone Success is an application-based, real world, tried and tested phone verbiage and skills course designed to help you convert more patients on the phones, train, role play, and bring Bloomingdale’s level customer service to your dental practice. The top dental phone questions and objections, including the price question will be discussed in detail with example verbiage.
In this Course:
- We will explore the GREAT Call Process and its role in improving appointment rate, show up rate, and case acceptance
- You will be introduced to the concept of Rapport and how it relates to the patient experience
- Learn to develop a relationship with potential new patients, and enhance existing relationships with patients of record – all with the goal of improving health outcomes and the patient experience
At the conclusion of the course, you will be:
- Able to answer new patient calls effectively.
- Able to establish rapport with potential new patients.
- Follow the GREAT Call Process to improve call handling effectiveness.
- Overcome the most common objections in a potential new patient phone call.
- Be familiar with different personality types and how your approach to the patient needs to change accordingly.
- How to set up a patient for a successful journey with your practice.
Instructor:
Heather is a former retail sales specialist and department trainer for Bloomingdale’s, where she had a million dollar clientele. She also took that luxury retail mentality and brought it into the dental world, where she leveraged her training and was able to make an extra million dollars for her dental office in less than 18 months. With over 16 years of retail sales & management experience, 7+ years as a phone skills coach & trainer, and thousands of hours in perfecting the art of rapport with dental patients, Heather helps improve dental practices’ profitability through phone skills success, promoting patient experience, and implementation of systems.