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Preparation
▪ Stop what you’re doing.
Preparation
▪ Take a deep breath.
Preparation
▪ Sit up.
Preparation
Before the calls
▪ Be organized,
prepared,
knowledgeable.
Preparation
▪ Know your:
office policies,
procedures and prices.
After the Call
▪ Track your success.
Telephone Shoppers
Remember
80% Of The Shoppers Are Not Looking For The Lowest Price.
Telephone Shoppers
▪ They are really looking for the best value.
Telephone Shoppers
▪ They think all service is the same.
Telephone Shoppers
▪ Be confident. This is not a time for defensive behavior.
DURING THE CALL➢Be caring.
Telephone Shoppers
Telephone Shoppers
▪ Take control of the conversation.
Telephone Shoppers
▪ Ask the callers lots of questions.
Telephone Shoppers
▪ Build a personal rapport.
Telephone Shoppers
▪ Educate the caller.
▪ Explain quality eye care.
Telephone Shoppers
▪ Explain why your office/doctor is special.
Telephone Shoppers
▪ Share personal experiences when appropriate.
Strategy for Shoppers
▪ Handling typical questions
▪ Competitors?
▪ Insurance?
Strategy for Shoppers
▪ How to quote fees -Range
Strategy for Shoppers
▪ How to meet objections – Be honest and open
Strategy for Shoppers
▪ How to close and schedule the appointment - Ask
IMPLEMENTATION▪ Importance of the phone
