Consultation Closure Training

This Consultation Closure Training Seminar is now available to be conducted in your office. It will open educational experience for all practice staff, Practice Managers, Marketing/Sales, Patient Care Coordinators, Receptionists, MediSpa¹ Staff, Ancillary Services Staff, Aestheticians and Nurses. Cosmetic surgeons, plastic surgeons and cosmetic specialists are also welcomed. 

The following are the major areas that are covered during the on-site staff training.

 Confirmation of the competition and target markets – This allows the staff to identify the right and effective responses when speaking to specific individuals allowing them to be more able to address their objections and concerns.

 Convert Phone Shoppers – By identifying the different types of shoppers and then being ready with answers to questions and objections, the staff is confident in its ability to qualify and convert a shopper to a consultation.

 Close Consultations – Once the shopper is in the office, it is the responsibility of every staff person to participate in the “close.”  PUMC reviews all of the major techniques and vocabulary to insure shoppers are confident they have made the right decision by selecting your practice for their cosmetic surgery needs.

 Improving fee-quoting skills by phone and in-person – Quoting fees is a vital part of qualifying and closing.  PUMC works with the staff to insure they are capable and confident when quoting fees and reviewing with the patient methods of payment.  This is especially important since most staff members find difficulty in quoting fees and encouraging an individual to pay thousands of dollars for services.

 Establish Effective Follow-up – Most cases are lost because no one calls back or follows up with patients.  Even when a patient has tentatively scheduled surgery, there is a need to have a detailed follow-up procedure to eliminate any apprehensions on the part of the patient or family.  Additionally, if a person has not scheduled a surgery but needs to “think about it,” the staff must keep in touch with that individual.  PUMC has found that many cases can be closed if the patient does not feel too pushed.

 Activate Patients to Refer – Once patients have completed their recovery, a system should be established to show them how to refer their friends and relatives for services.  PUMC develops a mechanism that can be used by a designated staff member to meet with the patients and personally assist them in seeing the benefits of referring.  This section will also cover the HIPAA ramifications in patient referrals.

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