RC_Telephone Call Script Quiz

Why is a new script being created for calls?

• To reduce the number of calls

• To improve the scheduling process

• To increase the number of cancellations

• To make the calls shorter

What phrase can be used to build value for the patient's dental cleaning appointment?

• Your oral health is very important to maintain

• Would you like to schedule an appointment?

• Please call 24/48 hrs in advance if you are unable to make the appointment

• We are already booking into the month of xxx

What should you do if you sense frustration or that the patient is firm in not scheduling?

• Insist on scheduling the appointment

• Let them know that you understand

• Offer a discount

• End the call immediately

What is one of the tips for success mentioned in the script?

• Change your mindset

• Offer discounts

• Reduce call times

• Avoid talking about health

What should you do to create a sense of urgency?

• Offer a discount

• Mention that appointments are booking up quickly

• Ask the patient to call back later

• Avoid talking about scheduling

What is the effect of asking patients to call 24/48 hrs in advance if they are unable to make the appointment?

• It reduces the importance of the appointment

• It increases the chance of cancellations

• It creates more importance for the appointment

• It makes the patient less likely to schedule

What should you avoid doing if the customer is firm in their answer not to book?

• Offer a discount

• Push too hard

• Ask them to call back later

• Schedule a follow-up call

What is the primary goal of the new call script?

• To increase patient satisfaction

• To reduce the number of appointments

• To extend call durations

• To decrease the number of follow-up calls

How can you ensure a patient feels valued during a call?

• By offering a discount

• By emphasizing the importance of their health

• By scheduling their appointment quickly

• By reducing the call time

What should you do if a patient is hesitant to book an appointment?

• Offer a special promotion

• Respect their decision and thank them

• Insist on the importance of the appointment

• End the call immediately