A QUICK GUIDETO UNDERSTANDING THE 5 STAR RATING SYSTEM
CALL COMPONENTS
POINTS
IMPORTANT CALL ELEMENTS
GREETING
2
-TONE - Excitement in voice • SCRIPT -"(Name of Practice), This is__, How may I help you 7" • Do not put call on hold
QUESTIONS
2
• Active listening to what the caller is saying • Brief, well thought out answers that raise no objections to the client scheduling an appointment • Do you take insurance? Correct Answer: "Yes, when you come in we will do a complimentary benefits check." • Follow immediately with transition.
TRANSITION
2
• Question or statement that allows you to take control of tIhe call and move from answering questions directly into the cbs • Examples to use: "Is this the first time you will be coming to our office? Well then let me be the first to welcome you or "How did you hear about our office?" • Follow immediately with dual alternative close
DUAL-ALTERNATIVE CLOSE
3
• Use to schedule an appointment • Progression: Start as broad as possible, narrow from there •"Would you prefer this week? or next week." ."Would you prefer Monday? or Tuesday." ."Morning? or afternoon."Early? or Late." • Do not say "I have..:' • Do not ask "do you want to schedule an appointment?" • Do not ask "what days/times work better for you?"
DATA CAPTURE
1
• Did you attempt to get a name and phone number? • Only appropriate to ask for this info after the caller has made a commitment to come in, or when the call is about to end • Only ask for the information you need before the client comes into the office (name and phone number only)
Partial credit is not given for any of the point values. Some aspects of each of the 5 call components are listed above. However, please refer to your Scheduling Mastery binder for full details. SCF-EDUUNG' INSTiTUTE JAY GEIER'S SCHEDULING INSTITUTE I www.scheduIinginstitute.com 1(p)
770.518.7575 1() 770.51 8.7577 1
©2ol2iay Geier hscheduling Institute All rights reserved