5 Tips for Answering the Phone to Book Hearing Appointments
- Don’t Talk Price.
- Answer the phone during business hours
- Answer the phone with your name and the practice name
- Understand your current promotion
- Keep calls short, simple, and to the point
Every call is an important opportunity for your practice. These tips come directly from our call analysts who personally listen to every one of the calls your practice receives when you do a mailing with us. We want you to schedule as many appointments as possible and implementing these 5 tips on the phone should help! Let’s break them down even further:
- Don’t Talk Price
Why would a customer turn down a FREE hearing test? If the customer is told the cost of hearing aids without learning the value in it. The conversation of cost needs to happen; however, we suggest it happens in person with the audiologist or trained hearing instrument specialist after the test has been administered. Even by giving a range of prices over the phone, that high number can put your potential customer into “sticker shock” especially when they have not been informed of the value of what they are purchasing. It is too easy for your potential customer to simply say, “I can’t afford that” and write you off. If you get people in for a test, and they realize how bad their hearing is and the importance of treating a loss, now that number may not seem so unreasonable. Hearing is important, and it matters, especially to your target market. Don’t kill the lead before they step into your office.
- Answer The Phone During Business Hours
Time and time again as our call analysts are listening to calls and building reports, we are noticing more and more missed calls during business hours. The people calling in are interested in booking an appointment. If you miss that call, most likely, next time they are calling your competitors. If they do leave a voicemail it is critical that you call them back ASAP. With every phone call being a potential hearing aid sale why would you not pick up? If you are a small practice and can’t answer the phone when administering a hearing test, look into hiring a receptionist to help you answer phone calls during the day. The reception staff can handle scheduling and make sure the calls are answered promptly; while you focus on administering hearing tests and selling more hearing aids. The position will pay for itself!
- Answer The Phone With Your Name And The Practice Name
When you answer the phone with “Hello” or “How can I help you” it throws the caller off. First, the caller doesn’t know if he or she called the right number, and secondly it makes your potential customer feel awkward to have to start the conversation. Establish rapport with the caller by immediately providing your name and practice name. Try to your caller’s name during the call, make he or she feel valued. Hearing loss can be a sensitive subject to most people. The call is your first impression to your potential customer. The more comfortable they feel with your practice, the better.
“The last thing I say on most phone calls is not, ‘Goodbye,’ but, ‘Thank you’.” Marshall Goldsmith
- Understand Your Current Promotion
When clients call in mentioning the offer from your promotion, your reception staff needs to understand the promotion. Your efforts need to be coordinated to get clients in the door. Print out your digital proof of your most recent advertisement and have a copy by the phone. The person answering your phone should never have to ask someone about the current promotion.
Is the customer asking about a previous promotion? Don’t ever say “Sorry, we aren’t doing that.” The rule of thumb is never turn anyone away. Apart from a “Lunch and Learn” or other very specific date for an event, there should be no reason not to honor a promotion. It is very common for people to save your mail piece but forget to call until the “promotion” has ended. In fact, the “after the fact” caller may be even more valuable due to the fact that he or she saved the advertisement and called back weeks later!
- Keep Calls Short, Simple, And To The Point
As the person answering the phone, your job is to bring the caller in for a hearing test.. If you talk too long, or give away too much information, they may have no need to come into the office. To accurately assess the potential customer’s needs, all questions should be answered in person in the office as much as possible. By answering every question over the phone, the client may see no need to come in for a hearing test. Also, if you are a smaller practice with one phone line, a long call will tie up the line blocking any other calls that may be coming in. Get their info, schedule an appointment, and get off the phone so you can move on to the next call!