“What’s going on guys. This is Scott Theaman coming at you with sales, marketing, conversion and helping you to grow your practice. Today I want to talk to you about the importance of scripting. When you have a lead generated for you, whether it’s through us or someone else, when you generate a lead, it is so important that the business knows how to handle the lead properly. A lot of that is done through scripting. You need to script out your processes, and you need to script out your actual scripts. Let’s say you get a lead that is generated and your staff calls them to book an appointment.
From the time it’s cold traffic online, to the time they’re retargeted online, to the time that they fill out a form or take a quiz or do something and they become a lead, it needs to make sense. It all needs to be part of one umbrella and one story. In your scripts, we’re going to use some of the same language and some of the same word tracks that are in your advertising or in your videos. It’s so, so important that your staff or your administrative people stick to the script, because this works. What we’re doing is we’re taking people through a process.
We want to have the process as streamlined as possible. Your word tracks need to match and flow from the time of cold traffic to the time of paid patient. In addition, we’re going to teach you how to handle objections in the scripts. Again, just stick to the scripts, get them in. We just want to get them in the door. Hey, do you have insurance? Hey, the office is too far. Complaint about this, complaint about that. Most objections, they truly are just complaints and they should always be handled as complaints. Hey I agree the office is too far, which day can you do? Can you do Wednesday at 3:00 or Tuesday at 4:00?
A lot of things that we’re going to teach you guys. Stick to the script, it needs to follow a process, it needs to be streamlined, same word track. We’re going to record through our ever genius CRM, we actually can record the calls and know which staff members are doing well and following the scripts, and how long they’re staying on the phone, and which ones aren’t. But the takeaway for this video guys, stick to the script. Hope you’re having a great day, and talk to you soon.”
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