Here at AuDSEO, we’re committed to helping you increase the number of people calling into to your practice. When this has been achieved, there are a few more steps to ensure that website viewers turn into hearing health patients. You and your staff still have the responsibility of converting these ‘leads’ into ‘sales’.
The important thing is to make sure the person on the phone schedules a consultation and visits you in person. Remember that you are selling the hearing consultation, not the hearing aid.
Here is a step-by-step guide to helping you convert your incoming phone calls into face-to-face appointments.
Prepare for the call
Have a list of the most frequently asked questions about hearing aids, hearing tests, and the brands that you feature. A common question is about the price of your hearing aids. In answering this question, it’s better to tell them that you offer ranges to suit all budgets. If they press you further, you can give them a general price range.
Make sure your appointment book or calendar is open, and a pen is at hand to quickly receive information in order to schedule the appointment.
Answer quickly and in a professional manner
When you get a phone call, ensure it is picked up promptly, within three rings. This shows you are attentive and ready to speak. The person answering the call should project an air of friendliness, professionalism, and confidence.
It might be useful to provide a script for your staff to use as they pick up the phone. This is useful if you have a larger team and want to answer with consistency. It doesn’t have to be a monologue, but something that will help the caller and your employee feel at ease. Here is an example:
“Welcome to Springfield Hearing Center, this is Mary. May I take your name?”
In just a few seconds, the caller knows they have reached the right company, that they have connected with another human being (not an answering machine!) and have a reason to continue the conversation.
Secure the appointment
Take the contact details of your caller before asking of their query. Take the time to develop a relationship with the caller to put them at ease and more receptive to visiting your practice. Answer any questions they may have, and ask if they would like to schedule a consultation to discuss things further.
Try to secure the consultation during this call. You don’t want your potential customer saying they will call you back, as they are likely considering other options and may agree to your rival hearing practice.
If you feel the need to, try to sell the value of your consultation above other hearing aid practices, as well as other avenues the caller could go down to treat their hearing. In an age of internet advice, the caller needs to know there is a benefit of visiting your practice and talking to you in person. Do you offer a free hearing test? Maybe you can offer more advice on how to cope with hearing loss at work.
The caller must know there is a return on their investment of time, even if they decide not to buy anything from you in the end.
Give them a choice
When booking appointments, offer a couple of dates to the caller and let them decide from that list. This makes it easier for them to make a decision and for you to secure the consultation. It also places more importance on the meeting, as it has a specific time and place which the caller can put in their own diary.
When you book the consultation, text or email them a reminder the day before so that they won’t accidently forget about the appointment.
Train your staff
You might have read this advice and feel ready to improve your caller conversation rate, but if you are the resident hearing aid practitioner or audiologist, you may not be on hand to take every call. That’s why it is important that everyone in your hearing practice has the ability to pick up the phone and secure an appointment with the caller.
Your employees may not realize it, but they represent the face of your company every time they pick up the phone. They are the first and perhaps last impression callers will have of your practice. Keep a close eye on the way your staff handle incoming calls, and offer advice when necessary. As practice, you could role play incoming calls with them to find areas where they might improve.
We hope this advice helps you convert more of your incoming callers into hearing aid patients. But how can you increase the number of incoming calls? That’s where we come in. Contact AuDSEO to see how we can help your hearing health practice grow.