Healthcare Consultation – The weakest link in the private health sales chain Ok, it’s my turn to play Anne Robinson for a moment… Imagine for a moment that your private health practice is a chain that the patient needs to pull to get their hands on what you offer. The handle at the end of […]
All Posts Tagged
Tag: ‘medical customer service’
Healthcare Consultation Skills: Establishing your credibility and authority During the practitioner’s component of the consultation, the clinician will conduct an examination, overcome objections, perform a credibility statement, and trial close the patient. In this way, the practitioner can perform all the necessary sales functions in a comfortable, non-threatening manner, that leverages the clinician’s authority and […]
I often get the opportunity to meet with my training clients after training, and I often ask what challenges they had experienced in implementing the sales process I had taught their staff in the Consultations Skills and Teamwork Training course. A few years ago, I started to see a pattern that troubled me: Manager after manager was telling me that the most challenging part of the consultation was the information confirmation. Strangely, I’ve witnessed countless health care sales people drop the information confirmation as easily as they might brush dust off their suit jacket lapels. As I heard this, I began to think about how much better their results could have been, if they had only mandatorily enforced the inclusion of this critical component of the sales process.
Healthcare consultations skills: Using intent statements keeps them fresh, personalised and motivating
In our healthcare consultation skills and teamwork course, we ensure that all of the participants write and learn their own intent statements. In our coaching, we help them adapt their intent statements until they fit like a glove and can be delivered with maximum confidence and enthusiasm. This is often the only step in the process that we insist is scripted, learned, rehearsed and repeated verbatim.
It is essential to listen to our prospective patients in order to tailor-make our healthcare consultations to hold the attention of our clients to suit their needs. Nothing is more important. After the greeting, the warm-up and the intent statement, we’re ready to start asking our prospects questions, and ready to start listening to the answers. Skip this step at your peril, for there are major problems that can arise should you not listen to your prospects.
Very few customers, in a health care marketing environments, want to get right down to business. Usually, a customer wants to “buy” the person first, the company second, and the product third. Hence, there’s very little advantage to launching straight into a discussion of either the company or the product/service you offer before the prospective patient is ready to buy you, personally. If they don’t buy you, then whatever you say about the company or the product/service will likely fall on deaf ears.
Are they excited, bubbling with anticipation, positive and open-minded? Wherever they come from, they probably have a little apprehension. Could they be anxious, concerned, guilty, or even hostile? Maybe they’re afraid – of the situation, commitment, salespeople, the unknown. In this state, are they ready to make a buying decision?
Today’s post is one you can forward to your staff or print out and post in your lunch room. We spend about 15 minutes of our consultation skills and teamwork training on this topic alone, so it’s well worth a read And if that weren’t enough… have a look at this puppy…
The white space is the space in between those moments, which arguably carry even more risk. This is the time in which prospects and customers are alone to think, to doubt, to experience anxiety and remorse about their purchase decisions. This is when they start seeking evidence to justify their fear. This is when concerned friends and family are most prone to be overly-protective. This is the white space.