Handling Patients on the Telephone

Handling Patients on the Telephone

$2,495.00

Increase your telephone conversion rates and watch your sales and profits grow. Designed specifically for non-salespeople in private healthcare environments, this engaging telephone customer service skills course will enable your staff to confidently greet, open and close phone enquiries into more appointments. This course typically pays for itself within 1 month of purchase.

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Description

This healthcare specific workshop is ideal for call centre staff, patient advisers, medical secretaries, and practice managers who need to persuade prospective private patients to visit for an appointment. Armed with new knowledge, skills and confidence, your staff will be ready to convert more telephone enquiries into consultations. Clinics taking this training have dramatically increased their conversion rates, sales, and profits, without spending more money on marketing.

The course contains the following topics:

  • Introducing handling patients on the telephone
  • Lesson 01: Introducing the process
  • Lesson 02: Understanding the goal of the course
  • Lesson 03: Identifying your bias
  • Lesson 04: Understanding the value of leads and conversion rates
  • Lesson 05: Facing the 6 challenges
  • Lesson 06: Changing what you do to achieve 3 goals
  • Lesson 07: Learning the 3 acts of the telephone call
  • Lesson 08: Understanding timing and sales process benefits
  • Lesson 09: Respecting the lead
  • Lesson 10: Answering the phone
  • Lesson 11: Identifying the caller
  • Lesson 12: Getting the minimum data set from the caller
  • Lesson 13: Introducing yourself to the lead
  • Lesson 14: Asking permission to open the lead
  • Lesson 15: Opening the lead
  • Lesson 16: Understanding patient motivation over time
  • Lesson 17: Using the LiveseySolar form
  • Lesson 18: Getting the dominant buying motive
  • Lesson 19: Completeing the opemning
  • Lesson 20: Roleplaying the call at least 10 times
  • Lesson 21: Closing the call
  • Lesson 22: Booking appointments and handling objections
  • Lesson 23: Learning this material by practising and making mistakes

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