NOTES BEFORE YOU GET STARTED ● Call leads ASAP (5 minutes is best) ● Before you pick up the phone, ALWAYS start with a SMILE. ● Print this script and have it in front of you. ● Always start the call with EXCITEMENT and see every single call as an opportunity to create an INCREDIBLE first impression on a potential life long patient! ● IF THEY ANSWER, you need to schedule them. The chances of them calling you back or you calling them back will dip significantly. If they answer, we must try as hard as possible to schedule them. ● If they say “BUT CAN YOU CALL ME BACK LATER?”, tell them it will only take 30 seconds and you have limited spots open. See objection below. ● Have a $5 BONUS for every call where your CA gets the patient to pay over the phone. ● At the very end of the script, always ask them: "Before I go, would any of your friends or family like to take advantage of this offer also?" If yes... schedule them. If no... "we will see you on Monday at !" THE SCRIPT Hi John, this is Brian with Peak Performance Chiropractic! I was just giving you a call in response to that Facebook voucher you signed up for that exam and adjustment. Pause and wait for them to respond. Perfect! Let’s find a great time to get you scheduled. Do mornings or afternoons typically work best for you? Pause and wait for them to respond. Oh I have the perfect time for you this coming Monday at 3:30 with a 3:15 check in time for paperwork! How does that work for you? (ALWAYS give them the NEXT available spot! If that next available spot doesn’t work for them, just go to the next one. DON’T give them too many options. You want to be in control and put them where you want to put them.) Great I have you down for Monday at 3:30 with a 3:15 check in time! And does this number receive text messages? Awesome, and is john@gmail.com a good email for you? Take down any other info you need. Wonderful. We’re all set for Wednesday at 3:30! Just one last thing, how would you like to take care of the $21 voucher today? (Then just go silent and wait for them to either get their card or give you another objection. If they are okay with paying over the phone, keep going with the script. If they give you an objection, see below for how to handle the objections.) Could we have the number, the expiration date, and can I get the CVC code? Process it and as soon as the card goes through… Ok, great, looks like we’ve got it, we’ll see you on Wednesday at 3:30! Before I go, because we do have a limited number of spots saved for the voucher, is there any reason why you wouldn’t be able to make it? Pause and wait for them to respond. And one last thing, would any of your friends or family members like to take advantage of this offer also? (If yes... schedule them. If no... "No worries at all, we will see you on Monday!") MAIN OBJECTIONS ● ● ● ● Empathize Reason Ask Silence I didn’t know I had to pay for this... I totally understand! The reason we do this is because there are a limited number of vouchers available, so this is just to make sure we can hold a spot for you. Would you like us to still hold a spot for you? (Then just go silent and wait for them to either get their card or give you another objection) Why can’t I pay in person? That’s a great question! The reason why we take the payment over the phone is because there are a limited number of spots available, and we just want to make sure that the people that sign up really want to come in for care. Would you like us to still book your appointment? (Then just go silent and wait for them to either get their card or give you another objection) If I have to pay… I’m still not sure if I want to do this… No worries at all, that’s totally fine. Just keep in mind that spots are very limited and we just want to make sure the doctor can give you their full attention when you come in. That way, we know that you will get the best care possible when you come in and you’ll be very happy with the care. Would you like to go ahead and book? (Then just go silent and wait for them to either get their card or give you another objection) If they answer no… No worries at all. I totally understand. I do want to remind you that we have a limited number of vouchers available so once we run out, they run out. So are you sure you don’t want to take advantage of this special offer and come in to get relief for your pain? (Then just go silent and wait for them to either get their card or give you another objection) OTHER OBJECTIONS Can I call you back? “Oh you definitely can call us back. Just so you know we are booked out about a couple weeks in advance. If you want, I can get you scheduled in less than 30 seconds and if then that time doesn’t work, you can always call us back and reschedule.” (Then jump into: “Perfect! Do mornings or afternoons typically work best for you?”) I didn’t sign up for that... “Oh... well maybe one of your friends or family signed up for you! Do you have something going on with your health right now?” (Then explore their pain or problem further, tell them about the deal and see if they want to get scheduled. In MOST cases, this is a scenario where their friend or family member signed them up so as soon as you open the conversation, you will be able to continue the call and schedule them.) If it goes to voicemail: “Hi John, this is Brian with Peak Performance Chiropractic! I was just giving you a call in response to that Facebook voucher you signed up for that exam and adjustment. Because vouchers are extremely limited and we still need to secure your spot, please give us a call as soon as possible at 111-222-3333. We’d love to find a time to get you scheduled before we run out. We look forward to hearing from you soon!”
