Touring HealthcareUnderstanding & Revealing Peace-of-

Mind

First Impressions

20 secondsEither positive or negative

First Impressions

55% VISUAL38% VOCAL7% VERBAL

Control what you can control!

Pre-tour walk-throughReception area . . . and reception?Hospitality and creature comfortsInformal signageSmell?Carpet?Elevator?Activities?

SIT-TOUR-SIT

“Blah, blah, blah!”“How am I going to pay

for this?”

Understanding the situation

What equates with peace-of-mind?

What does she expect to see?What does she see?Where else has she been?Who are all of the decision-makers?What is the decision timeframe?Identify 3-5 features & benefits

The TOUR

Show her how it worksUse features and benefits to customize the tour

Features & Benefits

Feature?What IS it?Benefit?What does it DO for my customer?

ORWhat does it MEAN to my customer?

Trial Close

Summarize Key Benefits

“Mrs. Stewart, we saw the ladies preparing garlic mashed potatoes and ribeyes for tonight’s dinner.”

“Mrs. Stewart, we saw the ladies

preparing garlic mashed potatoes and ribeyes for

tonight’s dinner.”

“You can rest assured that your

aunt will enjoy these familiar, homemade foods & feel right at

home here!”

Summarize Key Benefits

FEATURE BENEFIT

“How does that sound?”

“You can rest assured that your aunt will enjoy these familiar, homemade foods

& feel right at home here!”

“Mrs. Stewart, we saw the ladies preparing garlic

mashed potatoes and rib-eyes for tonight’s dinner.”

Summarize Key Benefits

FEATURE BENEFIT

TRIAL CLOSE

Wrap up the tour by repeating 2-3 key benefits in a single summary statement

Use a TRIAL CLOSE to gauge the customer’s receptivity.

Address final details back in your office, where there is privacy and fewer distractions.

Summarize to Reinforce Value

Your service has a DISTINCT IDENTITY and SPECIFIC BENEFITS that the customer can relate to her individual needs and expectations.

Understanding “how it will work in my situation,” your customer perceives real VALUE.

Result:

Can you CLOSE?

What is her body language?Are there objections you have not addressed?Is another visit necessary?What needs to happen next?Can you offer assistance in getting it done?Health assessment is a move toward commitmentIdentify next contact and gain permission

Happy dance!