Hi, this is Dr. Noel Lloyd for Five Star Management.
You’ve got your scripts down, in your marketing you can set up an event, you can attract a prospect, you can set an appointment, inside the office you can do your report of findings, you can share the care plan, and then also offer a financial solution, but then you get an objection.
I believe an objection means that the prospect or the patient just doesn’t know enough yet in order to say yes, but how do you handle it? In this short video I’m going to give you a great process for handling objections.
So, here’s the set up. You’re at a marketing event or you’re doing a report of findings and somebody gives you an objection. We’re going to handle that in a 4-step process. Number one, acknowledge. Don’t treat the objection like it’s a crazy idea and they’re stupid for thinking that. You acknowledge the objection.
Number two, you’re going to investigate. We’re going to find out where they got that idea. Number three, I’m going to distance myself from the negative thing that they’re talking about so that we can get past that and go to number four. Number four, is to reposition or reengage, which means helping the patient make the correct choice for them and for their health.
Let’s use this objection as an example. “I’ve heard that once you start chiropractic you always have to go, it’s addictive.” How do I acknowledge that? “You know what, I’ve heard that myself.” So, I’m going to tell them the truth. I have heard that. It’s the number one fear in the public about chiropractic that once you start you’ll always have to go.
Then, I’m going to investigate. “Where did you hear that and why do you say that?” “Well, my brother he’s been seeing a chiropractor once a month for the last 7 years. I think he’s addicted.” So, what I need to do is I need to distance my clinic, my procedures from his bad perception.
Now, his brother’s probably in a great wellness plan and loves chiropractic and does that as a result of being hooked up with a really, really great chiropractic. So, I’m going to do that in two pieces. First, I’m going to talk about what we do. “Every care plan that we have in our office has a start and a finish, but your brother is probably enjoying and loves his chiropractic wellness plan. It’s not that he’s addicted. It’s like working out or eating healthy. You’re not addicted to those are you? It’s just a good health decision.”
Then, I’m going to go for the fourth step which is to reposition or reengage. “ Now you know that chiropractic isn’t addictive, that you don’t always have to go and that we don’t do that in our office that way. Let’s make your appointment to come in and get your free consultation and free examination.”
Number one, you acknowledge. Number two, you investigate. Number three, you distance yourself from the negative misconception or problem that they’re referencing and then number four you reposition or reengage the patient in the next positive action step that they should take. And that’s how you handle objections!
Now, we’re going to do a workshop at an upcoming seminar that I’m going to be teaching called High Volume, Low Stress. You’ve got some information on that on our live training button here or on the bar that’s at the top of the website you can see that there as well.
If you want to come and work on objections with us and workshop this whole topic then sign up and join us. I think you might like it!
This is Dr. Noel Lloyd talking to you for Five Star Management and I know that helps.