Give your staff the tools and training to sell on the phone and follow up by email, and they’ll convert more enquiries into appointments
In many cases, a major reason why you are not enjoying as many appointments as you want is because you don’t have enough enquires.
However, some private practices, clinics and hospitals don’t need to spend more money to generate bigger profits. Sometimes, the number of enquiries you generate is adequate, but your staff isn’t converting enough of these enquiries into appointments.
In these cases, we recommend
- installing a healthcare marketing CRM system if you don’t already have one
- enrolling your telephone staff in a healthcare sales training course
- following up with enquiries by phone and post, and primarily with email marketing
How to convert more enquiries into appointments
Assuming you’ve installed a computerised customer information database to store and retrieve enquiry data in your healthcare business, the most cost-effective means of increasing your conversion rates is to teach your staff how to sell on the phone.
No, you don’t need to have born salespeople on your payroll, although we can help you find the right people you might be seeking. If you’d rather make lemonade, we’ve turned the most reluctant non-sales people into productive members of a telephone converting machine. It’s all in having the right system.
We don’t believe in scripting people to sound like robots or giving them “closing tips” they’ll never use. Instead, we recommend they learn a solid, measurable, easy to implement telephone methodology that is proven to bring results.
Coupled with compelling and personalised email follow up, your staff will have everything they need to capitalise on the investment you’ve made in generating your enquiries, dramatically increasing the number of appointments you see, and consequently your sales.
Following LiveseySolar’s healthcare telephone sales training, participants can’t help but want to improve their conversion rates:
I learned how to overcome objections, structure a call, and how to take control of the call once the callers’ needs were established. When someone was unsure or said ‘I want to think about it,’ I was able to act.”
I learned about the process/order in which to do things, how to cover costs with patients, differences between (different product options). I’ll be applying what I’ve learned during the next clinic in one week.“
I learned that selling is not all about the hard sell. I learned that I don’t need to work to a script, and that you’ll not remember it all. Everyone is in the same boat, and have the same problems.”
At the beginning of the week, I fully deserved “the bear”, “I’m only a nurse, not a sales person”. But now I feel more inspired to help people make the right choices.”
The biggest thing I got from this was confidence, being relaxed and that there is nothing to be scared of.”
The top three things I learned were: understanding the process, the skills to carry out at the consultation and how to provide details of the treatment.”
I learned the power of ending each sentence with a question, using feel-felt-found and (demonstrating) compassion. I implemented this straight away and on every call.”
I learned about building rapport, asking questions, and call-backs. I was able to implement these things after my first couple of calls and when people were unsure of going ahead for treatment. I have benefited from using the rapport strategy and feel, felt, found, I have been able to have a bond with the customer.”
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