INTRODUCING HANDLING PATIENTS ON THE TELEPHONE

Watch this video to know the aim of the key steps in the sales process: the greeting, the opening and the closing.

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LESSON 01: INTRODUCING THE PROCESS

Watch this video to understand where the LiveseySolar process comes from and what differentiates effective telephone handlers and those who are less effective. Finally, to understand the main benefit of implementing this process on a daily basis.

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LESSON 02: UNDERSTANDING THE GOAL OF THE COURSE

Watch this video to understand the goal of the course.

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LESSON 03: IDENTIFYING YOUR BIAS

Watch this video to understand how sales is a necessary part of private healthcare.

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LESSON 04: UNDERSTANDING THE VALUE OF LEADS AND CONVERSION RATES

Watch this video to understand what a lead is, to appreciate the value of every lead and to learn how to calculate both your lead acquisition cost and your conversion rate.

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LESSON 05: FACING THE 6 CHALLENGES

Watch this video to understand the 6 challenges that telephone handlers face every day when talking with new inquiries.

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LESSON 06: CHANGING WHAT YOU DO TO ACHIEVE 3 GOALS

Watch this video to learn what you must do to get better results on the telephone.

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LESSON 07: LEARNING THE 3 ACTS OF THE TELEPHONE CALL

Watch this video to know the 3 biggest mistakes and understand all 12 steps of the consultation process.

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LESSON 08: UNDERSTANDING TIMING AND SALES PROCESS BENEFITS

Watch this video to understand how long a typical telephone call should last, and acknowledge the many benefits of following a sales process.

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Act 1: Greeting and Qualification

Watch this annoted role play video.

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LESSON 09: RESPECTING THE LEAD

Watch this video to understand the importance of an appropriate greeting.

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LESSON 10: ANSWERING THE PHONE

Watch this video to understand the importance of the Warm Up and learn how to do one well.

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LESSON 11: IDENTIFYING THE CALLER

Watch this video to learn how to deal with price inquiries, and to understand why we need to ask callers if they’ve contacted us before.

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LESSON 12: GETTING THE MINIMUM DATA SET FROM THE CALLER

Watch this video to know what pieces of information you need at the start of the telephone call.

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LESSON 13: INTRODUCING YOURSELF TO THE LEAD

Watch this video to learn how to introduce yourself properly to enquiries, and to invite leads to an appointment.

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LESSON 14: ASKING PERMISSION TO OPEN THE LEAD

Watch this video to understand the power dynamic we want to establish during the phone call and to learn how we can prepare the lead to answer our questions.

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Act 2: Opening

Watch this annoted role play video.

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LESSON 15: OPENING THE LEAD

Watch this video to learn the process of opening the lead.

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LESSON 16: UBDERSTANDING PATIENT MOTIVATION OVER THE TIME

Watch this video to understand patient motivation over time.

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LESSON 17: USING THE LIVESEYSOLAR FORM

Watch this video to make recording information from enquiries as easy as possible.

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LESSON 18: GETTING THE DOMINANT BUYING MOTIVE

Watch this video to learn what questions reveal caller’s emotional motivators when making important decisions.

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LESSON 19: COMPLETING THE OPENING

Watch this video to learn how to complete the opening by using rational questions.

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LESSON 20: ROLEPLAYING THE CALL AT LEAST 10 TIMES

Watch this video to role-play the call at least 10 times so that the process can feel comfortable before you conduct live calls.

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Act 3: Closing

Watch this annoted role play video.

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LESSON 21: CLOSING THE CALL

Watch this video to learn the principles of effective closing.

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LESSON 22: BOOKING APPOINTMENTS AND HANDLING OBJECTIONS

Watch this video to learn the principles of effective closing.

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LESSON 23: LEARNING THIS MATERIAL BY PRACTISING AND MAKING MISTAKES

Watch this video to follow the process, practice the three acts (greeting, opening, closing) and expect things will not go perfectly in one day.

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