I object


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I object

  1. 1. I Object! Acknowledging and Overcoming Objections Guiding Patients To Want The Treatment They Need Presented by Wayne D. Pernell, Ph.D.
  2. 2. Always start with… Listening Where To Start
  3. 3. What does that mean? - they don’t feel heard - they don’t understand the treatment - they don’t value the treatment - they don’t feel in control They’ve Said “Yes” Now They’re Saying “NO”
  4. 4. Acknowledge feelings with ACTIVE LISTENING So, if that’s what they’re FEELING What do you do about it?
  5. 5. The formula: Lead In + Emotion + Content + Pause Step Zero – Active Listening
  6. 6. I could understand how you might feel that way Many of our patients in the same situation have felt similarly What they found was that by reserving an appointment and following through with treatment, they (overcame their objection = saved money in the long run, got out of pain, were able to enjoy their holidays, etc.) Feel, Felt, Found
  7. 7. Simply… That’s exactly why (you need to reserve an appointment for this treatment now – by doing so, you’ll save money/time/pain in the long run) Quick Return
  8. 8. Take a statement they’ve made and formulate it as a question that you can then answer – “It sounds like you’re asking a really important question. You’re wondering how you can follow through with this clinically essential treatment and still be able to have it fit into your budget.” Statement Into Question
  9. 9. Your tonality is going to matter a lot here. Remember to get low and soft as you express both concern and curiosity. If you can’t be concerned and curious, don’t use this or it’ll sound condescending. If there were a way that this could fit into your budget, would you otherwise feel comfortable going ahead with this clinically essential treatment? Negotiation
  10. 10. Used to break through a smokescreen and to see if you can truly help them to present their case at home: What do you think your spouse needs to know in order for you to feel comfortable in scheduling this clinically essential treatment? Remember, you will give them an intraoral picture to take with them to validate their presentation at home Cards On The Table (part one)
  11. 11. You can “blame” yourself and then use an open ended question – I must have missed something as we were discussing your treatment. You seemed to have been on board and now, not so much. What did I miss about your feelings regarding this clinically essential treatment? Cards On The Table (part two)
  12. 12. This is tricky – the point here is that it’s better to get a person out of the maybe zone and into a smaller agreement with a “yes” of any kind, then to have them say, “well… maybe.” So I’ll take that as a “no” for now. Scheduling for this clinically essential crown on your lower left side seems difficult right now; so that your overall oral health doesn’t deteriorate further, may we reserve your next appoint for the clinically essential scaling and root-planing? No For Now
  13. 13. Watch your tone on this one, too! “I know we’ve talked about a lot of things and you may be confused about which way to go. I also know that you’re here because you want the best care possible. Let me just ask you how you’re feeling about the treatment plan. On a scale of zero to ten, where do you think you are in terms of confidently reserving a time in the schedule for the treatment you need?” WAIT FOR ANSWER “OK, so what do you think it would take to make you comfortable enough to move from where you are now to that 10 place? How can I help you?” Zero To Ten
  14. 14. Active Listen Feel, Felt, Found Quick Return Statement Into Question Negotiation Cards On The Table No For Now Recap -
  15. 15. Thanks for joining me! Find Us On Facebook: Pride Institute – Dental Practice Management Find me at www.Facebook.com/WaynePernell What Questions Do You Have?