How to go from Phone Call to Consultation using WRITTEN PHONE SCRIPTS

Listen as our hosts explain why you must have scripts for every ‘phone scenario’ and show you how to prepare scripts that persuade your callers to buy from you.     The show notes go even deeper and are located here: Read Full Transcript You’re a body contouring provider.  A body contouring expert. You’ve learned how to ‘look the part’ on your website and in your office.  You’ve learned that your Team must also project body contouring expertise to the patients. This is especially true for those on the front line...your Phone Team.  Learning the facts is Step One, but it’s not enough.  Just like you, your Phone Team must also ‘look the part’ during their phone conversations.  There’s a long road between knowing the facts about body contouring and sharing that body contouring information, in the right way, with the patient over the phone.   That’s why we recommend preparing and using scripts.  But why? And how? Which scenarios? And where do I start!”  Those are the questions and concerns we’re going to help you with today.  We’ll tell youwhy you need to script (at least at the beginning) how to prepare scripts what scenarios you’ll need to script out who you should involve in your script writing process.   And we’ll give you some real life script examples that you can use in your own practice.    So let’s get started.Why ScriptYou know the old saying, “What is now easy was once hard.”  That is so true with handling body contouring phone calls. Many of you are new to body contouring.  That means body contouring is a strange, new frontier to your team. They may have become familiar, maybe even very knowledgeable about your body contouring services, but answering the phones and relaying your key selling points may take your Phone Team a while to get good at.  And if you’re not new at it, how effective at converting calls to appointments is your Phone Team? Chances are, they could use some improvement. Couldn’t we all?Scripting serves two purposes:It gets your entire Phone Team on the same page as to what is being said so your “brand” is consistent across all of your calls. It gives your Phone Team confidence, a ‘crutch’ so to speak, in handling caller’s questions and in guiding the conversation.  Many of these questions can prove quite challenging. Having ready-made scripted out responses, especially to some of the more difficult ones, decreases your Phone Team’s level of anxiety, which in and of itself, elevates their level of performance. How to ScriptFirst and foremost, you’re going to need your Phone Team’s buy-in.  You’re not going to have much luck in writing the scripts yourself then handing them out with mandates to ‘use as written.’  So get your entire Phone Team involved in the script-writing process. Let them know the outcomes you want (and expect) to achieve and provide them with all the information you have learned, i.e. the 4 behaviors and the 5 elements of every phone call, etc.  Task your Phone Team with creating the first drafts of the scripts and review them. If you feel changes are needed, talk it over with your Phone Team. Finalize the scripts, then get started.These initial scripts won’t be set in stone.  You and your Phone Team will need to make changes along the way.Scripting is an important part of your Phone Team’s development.  As we mentioned earlier, scripts are a type of a ‘crutch,’ something they may need when starting out.  As time goes on, these conversations will become “learned behavior” or “habits.” So as soon as your...