A true conversation is full of questions.
When you have a conversation with your patient you need to be the one asking most of the questions?
But what questions do you ask?
There are four types of questions you should be asking your patients:
1. Open Questions
An open question is asked at the beginning of the conversation when you want to find out everything you need to know to help your patient.
Ask both clinical and personal questions.
When you ask only clinical questions you miss out on vital information about why patients respond in a certain way, how a patient is feeling and very importantly why a patient may be hesitant in going ahead with treatment.
An open question will begin with what, why, who, where, which and how.
“Why have you decided to straighten your teeth?”
The art of asking questions is knowing what to ask next. A great conversation is one where an open question is asked and the answer leads you to the next question, and the next.
This is what I call the “getting to know you questions.”
Without these open questions you should not dive into offering an appointment or treatment.
2. Clarifying Questions
These types of questions check that you have understood what the patient has said to you.
You can now paraphrase what they have just said to you.
“So you sound like you are very concerned you will lose your tooth?”
The patient hears what they have just said to you, so it reinforces what they want, your patient now knows you have listened to them and that you understand them fully.
This step in asking questions is so important yet missed out in many patient conversation.
Before you continue the conversation, you want to always check that you are on the same page as the patient or you will lose them at the end of the call.
You also have an opportunity to get a bit more information at this point in questioning.
You want to always be clear about what your patient wants right from the start.
3. Leading Questions
This is when you ask your patient a question to take them to the next step and that step is to make an appointment or decide to go ahead with treatment.
“So, it sounds like you want to make an appointment to see the dentist. Is that right?”
“The crown will be a much better option than something temporary that can break easily. Wouldn’t you agree?”
You can suggest the next step for your patient simply by asking them a question.
4. Closed Questions
Ask these questions right at the end of the conversation when you have made the appointment and want to finish the call.
“Do you have any questions?”
“Can I make an appointment for anyone else in your family?”
“Would you like me to go over our location and parking?”
I am sure you would agree, after learning more about asking your patients questions, how important it is to get this right.
Asking questions is such a very important skill for every person on your team to have.
Knowing how and when to ask questions in a conversation with your patient, is a learned skill that can be used over and over again.
The more you do this, the easier it becomes, and you will make more appointments and help your patients go ahead with treatment and care.
If you would like your team to learn how to ask questions the right way, then go to the link below for more information and how to book tickets for my Sydney, Brisbane and Melbourne Master Class.
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MASTER CLASS TOUR 2019
How To Turn Every Dental Phone Call Into A Valued and Kept Appointment- “Dental Phone Excellence is a simple to implement complete Phone Answering system that works.
Sydney Master Class- Friday 27th September 2019
Click here on this link to register.
Brisbane Master Class– Friday 11th October 2019
Click here on this link to register.
Melbourne Master Class– Thursday 21st November 2019
Click here on this link to register.
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Call Tracking Excellence
Click this link to find out how to get started. It’s that easy! http://www.calltrackingexcellence.com/
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Dental Phone Excellence is a simple to implement complete Phone Answering system I developed that helped me to build an extraordinary dental practice in the heart of working class western Sydney.
If you’d like to know more, download my sixteen page FREE special report “How I Quickly and Easily Went From 35% to 77% New Patient Telephone Conversions, and Doubled The Size of my Dental Practice Along the Way” and discover some of the many costly mistakes being made on your phone…..
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