Shopper Scripts Can Turn a Waste of Time to an Opportunity

When a person phones your office asking about the cost of treatment it is up to you to decide how much time you want to spend on this call.

Generally patients from another practice will call to see if the fee they were quoted is reasonable because they think their dentist is overcharging or they just don’t know what a crown or other treatment should cost. Often the office has not created rapport or trust with that patient so they have doubts and that is why they are “shopping.”

Build rapport.

You can ask them:

Who told you that you need a crown(or other)?”

“Did you receive a written treatment estimate?”

“Were your questions answered about why you needed a crown(or other)?”

“We can offer you a complimentary consultation and a written treatment plan and I have an opening tomorrow at 2:00—would that be convenient for you?”

“We are dedicated to providing high quality crowns and we are confident that you will receive excellent service in our practice.”

 

Shoppers are not necessarily looking for the cheapest option.  If you must quote over the phone make sure it is a range such as “We do many types of crowns and the fees range from $1200 to $2000, however we must verify your situation with a consultation.

Do not quote for sub standard restorative that you do not intend to provide.

 

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