Reception Scripts

Reception Conversion Scripts


The Viva Program is a journey in obtaining knowledge and understanding on the subject of marketing,
how it works and its vital importance to long term business growth.
Copyright © 2016 by Gregory Hughes, Viva Concepts, LLC. All rights reserved. This book or any portion thereof may not be reproduced or used in any manner whatsoever without the express written permission of the publisher except for the use of brief quotations in a book review. First Printing, 2016


The Receptionist
A Vital Silent Partner
The “Receptionist” embodies a role of the single largest silent partner in dental prac- tices across the country. He or she is not just a “receptionist,” but in fact a pivotal cornerstone in long term practice growth.
The Cornerstone in New Patient Inflow
The receptionist, well trained, will easily reduce the marketing cost of a practice by over 50%. Moreover, this position controls the retention program of the office in coordination with the hygiene department. As the first contact, the Receptionist is the ambassador of the practice, second to none.
Conversion Education
One of the most powerful duties of the Receptionist is learning and understanding the process of conversion. Conversion, in today’s market, is vital. The cultural mind- set of consumers has drastically changed over the past decade due to the advent of the Internet.
Consumers are extremely educated as “price shoppers.” Prior to the advent of the Internet, consumers would call a dental practice and simply book an appointment. Today, the consumer is asking numerous price questions like:
• What is the cost of a crown?
• How much is an exam, x-ray and cleaning?
• What is the cost of an implant?
• How much does it cost for Invisalign or braces? • etc.
These types of calls are “shoppers” who are price comparing. With education and training, the Receptionist will convert 8 out of 10 calls. Currently, the national average for conversion of price shoppers is 23%.


Using Script for Conversion
The subject and skill of conversion is here to stay. This part of the practice (Receptionist conversion of new patient enquirers) is a blind spot to the practitioner. The lost revenue is in the tens of thousands. The following scripts are samples for use by receptionists of Viva clients. The receptionist, in using and drilling these scripts, should revise and make the dialogue their own! There are key phrases within the scripts that should remain and they are highlighted as they have proven to increase conversion rates.


What is the Cost of Teeth Whitening? ENQUIRER: What is the cost of teeth whitening?
RECEPTIONIST:
Is it okay if ask if you a few questions before I give you the price?
ENQUIRER: Yes. RECEPTIONIST:
Are you familiar with how teeth whitening procedure is done?
ENQUIRER: Not fully.
RECEPTIONIST:
Let me give you some assistance, all teeth whitening is done with a certain concentration of hydrogen peroxide.
There are three different ways that teeth whitening is done in most offices.
The first way is with a take home kit. This is the kind you can usually buy at a drug store, much like teeth whitening strips from Crest. This type usually runs about $70-$90.
The second way is with a custom tray where you come into a dental office and get an impression of your teeth. This method works the best as it uses custom molds that fit your teeth. The hydrogen peroxide solution is applied several times to obtain the best whitening for your smile. This procedure cost about hundred and $150-$250 depending on the number of applications that you need.
The third way is done with an ultra violet light and this is called ZOOM, which is a known brand name. There are other brand names that are similar.


This procedure cost between 300 to $400 and it also works very well. Does that make sense so far?
ENQUIRER: Yes, I didn’t know that. RECEPTIONIST:
But let me give you a little more assistance.
To get the best teeth whitening results almost always requires to have your teeth cleaned before the procedure. This removes all stains and any tarter which is what makes the teeth whitening work the best.
To assist patients like yourself who call about teeth whitening, there is a shade guide that has all the different colors of teeth that people have. This guide is used to determine the color of your teeth and will tell us how many applications you will need to give the best possible results.
To assist someone like yourself when they call our office about teeth whitening, you can come to the office, at no charge, and we use the shade guide to find out how many applications of teeth whitening you will need.
We can give you the best possible price and you can decide at that time or if you want to choose somewhere else you will be knowledgeable to make the best decision.
We have mornings or afternoons available, what time would be best for you?
ENQUIRER: Afternoons are best for me. RECEPTIONIST:
Great. How is 3:00 o’clock tomorrow?
ENQUIRER: That works fine for me.


ENQUIRER:
What is the cost of a crown?
RECEPTIONIST:
Cost Of A Crown (or a veneer, or bridge)
Is it okay if ask if I ask you a few questions before I give you the price?
ENQUIRER:
Yes.
RECEPTIONIST:
Is the tooth bothering you with any pain or discomfort?
ENQUIRER:
Yes, it is sensitive to cold (or it is cracked, has sharp edges, etc.)
RECEPTIONIST:
Thank you. How long does it hurt when the cold is on the tooth? (or how long has it been cracked, etc.)
ENQUIRER:
The discomfort last about 10 to15 seconds (or the tooth has been cracked or broken for 8 months, or whatever the reply is).
RECEPTIONIST:
Okay. Is the tooth on the top or the bottom?
ENQUIRER:
It’s on the bottom.
RECEPTIONIST:
Okay. Is it a front tooth or a back tooth?


ENQUIRER:
It’s a back tooth. I think it is one of my molars.
RECEPTIONIST:
Okay, your information is very helpful. Just out of curiosity, how did you happen to find our office?
ENQUIRER:
I was looking on the Internet and called your office.
RECEPTIONIST:
Well I want to thank you so much for choosing our office.
But let me answer your question about the price, which is why you called. The cost of a crown in our area runs anywhere from $800 on the low side to $1100 on the high side—depending on the material used. The cost at our office is in the lower 1/3rd of this price range. But let me give you a bit of assistance: the cost may vary regardless of the price you receive over the phone. The reason for this is because the tooth may need a root canal, or it may need a build up if it is cracked, as there may not be enough tooth structure to a proper crown.
To assist people like yourself whenever they call our office, our doctor has the patient come in for a no charge x-ray and consultation. This way he can show you the x-ray and we can give you the best price so you can make the best decision. If you decide that you want to look somewhere else, we will give you all the information and the x-ray to whomever you choose.
We have both mornings and afternoons, which one is best for you?
ENQUIRER:
That sounds great. The mornings are best for me.
RECEPTIONIST:
Great. How is 9:00 o’clock tomorrow morning?


ENQUIRER:
That’s perfect for me.
RECEPTIONIST:
Great, see you then. (Obtain all information, name, cell number, address)
What Is The Cost Of Braces? What is the cost of braces?
RECEPTIONIST:
Is it okay if ask if I ask you a few questions before I give you the price?
ENQUIRER:
ENQUIRER:
Yes.
RECEPTIONIST:
Are the braces for yourself or a child?
ENQUIRER:
There for child.
RECEPTIONIST:
Thank you. May I ask how old your child is?
ENQUIRER:
Yes, she is 11 years old, about ready to turn 12.
RECEPTIONIST:
Thank you very much. Just a few more questions. Has your child asked about braces, or expressed that she wants to get them? The reason I ask is because it is always better when the child is positive as the treatment goes so much better.


ENQUIRER:
Yes, her teeth are crooked and she’s been asking me for a while.
RECEPTIONIST:
Thank you very much. Out of curiosity, how did you find out about our office?
ENQUIRER:
My neighbor told me about your office.
RECEPTIONIST:
That’s great. Let me give you some assistance and answer your question about the price. The cost of braces in our area can range anywhere from $2400 to $5,000. The cost varies as there is different types of braces depending on the patient and severity of the teeth and their alignment.
To assist patients like yourself that want to receive the best price, out doctor has the patient come into the office and he will see you and your child.
There is no charge for the consultation and the Dr. will give you enough information about your child as well as the cost so you can decide to move forward or choose a different office to assist you.
We can see you and your child at your earliest convenience, we have both mornings and afternoons available. Which one is best for you?
That sounds good. The mornings are best for me.
Great. How is 11:00 o’clock tomorrow morning?
ENQUIRER:
That’s perfect for me.
RECEPTIONIST:
Great, see you then. (Obtain all information, name, cell number, address)


Are You Open On Weekends? (Or, early mornings or evenings?)
ENQUIRER:
Hello, are you open on the weekends?
RECEPTIONIST:
Thank you, is it okay if I ask you a few questions to assist you?
ENQUIRER:
Yes, that’s fine.
RECEPTIONIST:
Do you work out of town where it’s difficult to come during the week?
ENQUIRER:
Yes, my office is 30 minutes away and I can’t take off. (or, I work locally but I’m unable to come during normal business hours.)
Okay, your information is very helpful. The reason I’m asking is I thought maybe an early morning or early evening appointment may work for you.
Our office is open early mornings at 7am on _(day)_ and we are open 2 evenings until 8pm on __day__ and __day__.
Would these times accommodate your schedule?
RECEPTIONIST:
ENQUIRER:
Yes, I could come at 6:30pm, that would work great.


RECEPTIONIST:
Great! I have Tues or Thurs on the (day of month). Which is best for you?
ENQUIRER:
Thursday at 6:30pm works fine!
RECEPTIONIST:
Great. (Obtain name, number, etc. and make the appointment).


How Much Is An Exam, X-Rays And Cleaning?
ENQUIRER:
How much is an exam, x-rays and cleaning?
RECEPTIONIST:
Is it okay if ask if I ask you a few questions that will help me give you the correct price?
ENQUIRER:
Yes, that’s fine.
RECEPTIONIST:
Is the exam and cleaning for yourself or a child or another family member?
ENQUIRER:
Yes, the cleaning and exam is for my son (or daughter or myself).
RECEPTIONIST:
Thank you, this is very helpful. How old is your son (or daughter)?
ENQUIRER:
He (she) is 9 this year.
RECEPTIONIST:
Great. And approximately how long has it been since your son (or daughter or you) have had an exam and cleaning?
ENQUIRER:
It’s been 2 to 3 years ago.


RECEPTIONIST:
Thank you. Out of curiosity, how did you happen to find out about our office?
I found you on the Internet (or received a flier, or was referred by a friend).
I want to sincerely thank you for calling our office!
Let me assist you so I can answer your questions about the cost of an exam, x-rays and cleaning.
In our area, here in _______________(city you live in), no matter what office you call, an exam, x-ray and cleaning will range between $195 to $295; the price will somewhat vary depending on the type of x-rays and sometimes the extent of cleaning that is needed.
To assist people like yourself, our office runs a community service program for first time patients. Our community service program fee for exam, x-rays and cleaning is $59____ (or insert the amount of whatever your new patient special is).
Our service program is designed to let new patients visit the office,and to meet the staff and doctor to see if we are a good fit for you and your family.
We have morning or afternoon appointments, which is best for you?
ENQUIRER:
Mornings
RECEPTIONIST:
Great. We have next Wednesday or Friday available, which day is best for you?


ENQUIRER:
Yes, Wednesday morning would be great.
RECEPTIONIST:
Great. (Obtain phone number, address, etc. when making the appointment)


What Does Is Cost For An Extraction?
ENQUIRER:
What does is cost for an extraction?
RECEPTIONIST:
I’ll be happy to give you the price, is it okay if I ask you a few questions first?
ENQUIRER:
Sure.
RECEPTIONIST:
Is the tooth hurting your currently?
ENQUIRER:
Yes, on and off.
RECEPTIONIST:
Are you swollen?
ENQUIRER:
No, I just have pain.
RECEPTIONIST:
How long has it been swollen (or hurting you?).
ENQUIRER:
About 2 weeks.
RECEPTIONIST:
Can you be seen right away so we can help you?


ENQUIRER:
Yes.
RECEPTIONIST:
Out of curiosity, how did you happen to find out about our office?
ENQUIRER:
I found you on the Internet.
RECEPTIONIST:
Well I want to thank you so much for choosing our office.
Just a few more questions so I can answer your question about the cost.
Is the tooth on the upper or lower arch?
ENQUIRER:
It’s on the bottom.
RECEPTIONIST:
Is it a front tooth or a back tooth?
ENQUIRER:
It’s a back tooth.
RECEPTIONIST:
Okay, thank for the information. In terms of cost for an extraction, no matter where you call in our area, an extractions run $175 on the low side up to $250 on the high side.
The cost changes slightly based on what shows up on the x-ray. Sometimes the tooth is decayed below the gum line or if a large part of the tooth is missing then the extraction is more difficult.


What our office does to assist people like yourself, is that we have you come to the office for a no charge exam and we will take an x-ray of the tooth. This way the doctor can show you what needs to be done and we can give you an exact price so you know what it cost.
Let me assist you so you can find out, we have an opening at 10:00 o’clock this morning or 2:00 o’clock this afternoon. Which is best for you?
ENQUIRER:
Yes, 10:00 o’clock would be great.
RECEPTIONIST:
Great. Let me obtain your information (name, phone number, etc.)


How Much Does An Implant Cost?
ENQUIRER:
How much do you charge for an implant?
RECEPTIONIST:
Thank you for calling our office. Let me answer your question, but it is okay if I ask you a few questions first?
ENQUIRER:
Sure!
RECEPTIONIST:
Do you know if you need just one implant or more than one? The reason I’m asking is because the cost can vary depending on how many you need.
ENQUIRER:
I need 4 of them.
RECEPTIONIST:
Thank you. This is very helpful.
Are your implants needed on the upper arch or the lower? Or both?
ENQUIRER:
No, they’re all on the upper arch.
RECEPTIONIST:
Thanks again, this is very helpful.
Just a few more questions so I can assist you.
Did you recently have teeth extracted or has it been awhile since you were missing the teeth.


ENQUIRER:
No. I’ve been missing the teeth awhile and I have a partial denture that I’ve had for years.
RECEPTIONIST:
Thank you. Out of curiosity, how did you happen to find out about our office?
ENQUIRER:
A received a mailer from your office and it mentioned implants.
RECEPTIONIST:
Well, I would really like to thank you for choosing our office. But let me answer your question about price.
The cost of implants no matter where you call in our are generally range, on the low side about $1500 and up to $2,200 on the high side. ‘
But let me assist you a bit with some information that I think will be helpful. When you are looking for cost, you may see all kinds of prices on the cost of an implant. Some advertising may say $900 implants, or something like this.
What is important, is to know that an implant has TWO parts to it, one is the implant itself, and the other part is the tooth (or crown) that attaches to the implant. Sometimes when you see an advertisement for implants, the price given is only for ONE part of the implant.
A more important aspect of an implant is to verify that the patient has a good bone structure so the implant doesn’t fail. This is easy to determine but often, the cost can change depending on the bone structure as sometimes this needs to be corrected with a bone graph.


What our doctor does to assist patients like yourself who are looking at improving their teeth with implants, is he simply has them come to the office for a no charge exam and consultation.
At the end of the consultation, you will have an exact cost and at the same time, you get to meet me in person, but you get to meet and talk to the doctor to see if he or she is a good fit for you.
Let me assist you with an appointment, we have Thurs and Friday open, either morning or afternoon. Which is best for you?
ENQUIRER:
Friday morning would be fine.
RECEPTIONIST:
Great. Let me get your name, phone number, etc.


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