Call Scripts

Challenge with calls

For enquiry calls, the person who leads has the most authority.

The challenge with the traditional way most receptionists answer the phone is it gives all the authority to the Enquiry:

You: “Thanks for calling (Dental Studio), how can I help you?”
Enquiry: “Hi, I just wanted to know how much you guys charge for (Service).”

You know you don’t want to present the price immediately or your chances of getting an appointment go down significantly.

Perfect Call Script

Here’s your perfect sales script to get them scheduled for an in-person appointment without ever asking you for the price:

You: “Hi, thank you for calling (Dental Office), my name is (Name). May I ask your name please?”
Enquiry: “Jennifer.”
You: “Hi, Jennifer. How are you doing today?”
Enquiry: “I’m good and you?”
You: “I’m great. Thanks for asking! Jennifer, are you a current patient of ours?”
Enquiry: “no.”
You: “got it. And Jennifer how did you hear about (Dental Studio)?”
Enquiry: “I just saw you on Google.”
You: “Oh great! Jennifer, what’s a good phone number for you in case we get disconnected?”
Enquiry: “555-5555.”
You: “excellent. Jennifer, do you live or work in (the area)?”
Enquiry: “yes, I’m about a mile or two away.”
You: “great! And are you looking for a clean or a consultation?”
Enquiry: “Consultation for implants”
You: “Got it. Well, we help you take care of that. We'd like to give you a complimentary consultation with our dentists, who are the best in (area of expertise or value proposition).
- (If they seem like a price checker) We'll give you a full treatment plan so you can call around and compare exact prices around town.
Does that sounds good to you, (Patient Name)?”

Then schedule the appointment, confirm the exact date and time,

Then send a follow-up “thank you” text 10 minutes later:

Text: “Hi Jennifer! It’s (Your name) from (Practice). Thank you again for the chat today and I’m super excited for your first appointment with us together tomorrow at 4 pm. Remember to show up around 3:45 pm so we can get you set up before the doctor sees you, ok? Also, this is my cell, so if you have any questions at all, just send me a text here. See you soon!”

What if customers derail the conversation?

While this script is designed for most customers, not everyone will neatly follow this script exactly. That's ok. The goal is to answer any questions that arise and jump right back into where you left off.

This requires you to know the script really well so you don't get flustered and forget what to say next. That's why it's important to practice.

How to perfect the script - Role Plays

The key to perfecting this script is to practice it every day until you know it as well as the ABCs.

You do this by role-playing with your team until they get it perfect. You don't have to role-play the entire script. Just pick one 20% section (start from the start to the end) and practice until you perfect this. Roleplays are best done at the beginning of the day.