Dental Phone Skills Training

Most Comprehensive Dental Phone Skills Training Program

Our Phone Success Course is a real world, proven, phone verbiage and rapport-based customer service skills course designed to help you get more quality patients to make appointments, show up, and establish the beginnings of an amazing patient experience. Includes comprehensive “how to” training videos using the GREAT Call(TM) Process, study guides, and role play examples. We also cover the most common questions and objections and how to work with callers to establish your practice as their number one choice and set you apart from the competition.

*Included in All-Star Dental Academy Program.
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Module 1Introduction to Dental Phone Success
Unit 1Introduction to Phone Success
Module 2The GREAT Call Dental Telephone Training
Unit 1What is a GREAT Call?
Unit 2Types of calls
Unit 3New patient coordinator
Module 3Dental Phone Call Greeting
Unit 1Importance of an All-Star Greeting
Unit 2Salutation
Unit 3Asking Name
Unit 4Welcome
Unit 5Asking Contact Number
Unit 6Referral Source
Unit 7Pass Off or Take Call
Unit 8Greeting Conclusion and Role Play
Unit 9Phone Success Quiz #01
Module 4Building Rapport with Dental Patients
Unit 1Introduction Rapport
Unit 2Foundation of Rapport
Unit 3Fundamental Techniques in Handling People
Unit 4Six Ways to Make People Like You
Unit 5Mirroring & Matching
Unit 6Outcome of Calls
Unit 7How to Build Rapport
Module 5Dental Patients Personality Types
Unit 1The Know-it-All
Unit 2The Storyteller
Unit 3The Easy Peasy
Unit 4The Rusher
Unit 5The Informationalist
Unit 6The Nervous Nelly
Unit 7The Indecisive
Unit 8The Price Shopper
Module 6Advanced Rapport Skills
Unit 1Empathy
Unit 2How Long to Build Rapport
Unit 3VIP Process
Unit 4Positive Language
Unit 5Elements of the Rapport Process
Unit 6Phone Success Quiz #02
Module 7Engage: Foundation
Unit 1Introduction to the Engage
Unit 2What is Engage
Unit 3Proactive v. Reactive Scheduling
Unit 4GREAT vs. EAGER Calls
Module 8Engage: Elements of engaging the patient
Unit 1Engage: Elements of Engaging the Patient
Unit 2Answering Common Questions/Price Shopper
Unit 3Show & Tell Method™
Unit 4Share the Sizzle™
Module 9Engage: Questions role plays
Unit 1Engage Role Play Introduction
Unit 2Do you offer ‘x’ service?
Unit 3Do you accept my insurance? (in-network)
Unit 4Do you accept my insurance? (out-of-network)
Unit 5What are your office hours?
Unit 6Where is your office located?
Unit 7What do you charge for implants?
Unit 8What do you charge for veneers?
Unit 9Do you offer Saturday appointments?
Unit 10Role Play Conclusion
Unit 11Phone Success Quiz #03
Module 10Engage: Methods to overcome objections
Unit 1Methods to Overcome Objections
Unit 2Intro to Overcoming Objections/5 W’s
Unit 3More Sizzle
Unit 4Pleasure and Pain Points
Unit 5Feel, Felt, Found Dialogue
Unit 6Special Note on Overcoming Objections
Module 11Engage: Overcoming objections
Unit 1Overcoming Objections
Unit 2Five Most Common Objections
Unit 3Other Objections: Why Can’t I just get a Cleaning?
Unit 4Why do I need X-rays?
Unit 5Why do I need an exam?
Unit 6Practice and Role Play
Unit 7If No Questions or Objections
Unit 8Overcome Objections Conclusion
Module 12Engage: Objections role plays
Unit 1Intro to objections role plays
Unit 2You Can’t Get Me in Right Away
Unit 3You Don’t Have the Hours or Days I Need
Unit 4Your Office is Too Far
Unit 5Your Prices are Too Expensive
Unit 6My Insurance is Out-of-Network
Unit 7Phone Success Quiz #04
Module 13Asking for Appointment
Unit 1Asking Intro & Elements
Unit 2Asking for the Appointment
Unit 3Give Appointment Options
Unit 4Ask about Insurance
Unit 5Upgrade Appointment Options
Unit 6Create Urgency
Unit 7Set the Expectations
Unit 8Get the Commitment
Unit 9Asking for Appointment Conclusion
Module 14Taking the Information
Unit 1Taking Info Intro and Elements
Unit 2Secondary Information
Unit 3Insurance
Unit 4Medical History
Unit 5Referral Source
Unit 6Credit Card and Review
Unit 7Follow-up and Conclusion
Unit 8Roleplay 1: Take Info if Patient Says Yes
Unit 9Roleplay 2: Take Info if Patient Says No
Unit 10Phone Success Quiz #05
Module 15Certification Exam
Unit 1Phone Success Certification Exam

About Course:

104 units

10 hours of training

CE Eligible


Dental Phone Skills Training

Heather Nottingham VP of Training All-Star Dental Academy

Heather is a former retail sales specialist and department trainer for Bloomingdale’s, where she had a million dollar clientele. She also took that luxury retail mentality and brought it into the dental world, where she leveraged her training and was able to make an extra million dollars for her dental office in less than 18 months. With over 16 years of retail sales & management experience, 7+ years as a phone skills coach & trainer, and thousands of hours in perfecting the art of rapport with dental patients, Heather helps improve dental practices’ profitability through phone skills success, promoting patient experience, and implementation of systems.

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We limit enrollment on a monthly basis to provide extraordinary service to our dentists. Reserve your spot!