Last week I went through the three questions all prospects should be asked when they show up at your door, either literally or figuratively, and promised you some insight into how these questions can be put together in a form that the team are happy to use in dealing with the dreaded, “How much is that?” call.
Welcome to Happy Smiles Dental, this is Karen; can I have your name please?
(Bill White)
Thanks Mr White and how can I help you today?
(I just wondered whether you can tell me what a check-up costs.)
Sure, I certainly can. Incidentally, what prompted you to call us today?
(Oh, I just wanted a check-up)
Are you having any pain or sensitivity…? (Depending on answer, ask more questions)
Thanks Mr White, by the way how did you find out about us?
(Answer)
Thanks, now just let me ask you a few questions so I can give you that.
(But I just want to know the cost)
Sure but, before I do, tell me how much do you know about having a check-up?
(Not much, but why?)
Well, quite simply so I can get an idea of what your check up may entail. For instance, when did you last have a check-up?
Listen for answer, repeat it and add h’mmm.
Do you know whether you had an oral cancer check?
Listen for answer, repeat it and add h’mmm, I see.
Go on with questions and when you have some answers, continue with…
Now, on what you’ve told me it seems like you should have the comprehensive 21 point check-up, just to make sure you don’t have any nasties lurking in your mouth, teeth and gums. I think I should make an appointment with Dr Jean…gee she’s a great dentist… just as soon as we can.
Would an afternoon or an evening appointment be more suitable for you?
(Await answer, make appointment)
[If you don’t get the appointment, ask…]
Look, give me your contact details any way… just so I can check and make sure you were able to organise a check-up with someone… I’d hate you to miss out.
If you really must give a price… Now your investment for the check-up is $XXX but I must stress that’s for our comprehensive 21 point check-up which includes things like X and Y and a check for that pesky oral cancer… You just can’t be too careful can you?
This is the classic that has helped thousands of people understand the nuts and bolts of basic business. If you haven't heard it, this is one you must get now.
How to turn your business into a Money Making Machine
Recent Comments