Using scripting and focused presentations are great ways to ensure quality and continuity of care over the phone and in the consultation room. These practices ensure that nothing gets missed. More than that your advocates will feel more comfortable, and therefore more confident if they are properly prepared to answer tough questions and present difficult education.
Here are some tips on how to make best use of scripts and focused presentations.
Create modern & comprehensive scripts & planned presentations that speak to the Gen Z generation.
Utilize technology when you can. Texting, tablets, TV, PowerPoints, videos and online intakes are all great to keep the Gen Z client engaged and the advocate focused.
Keep things concise, factual and free of pressure or expectation on the part of the client.
Practice often so that you can mix and match the different parts of the script with ease and are able to put it into your own vernacular, so it doesn’t sound canned.
Don't answer the phone if you are overly nervous or distracted. If you are comfortable, this subconsciously makes the client feel confident that you can help her.
Be prepared with tools to leave the conversation open if she declines an appointment. Don’t be too desperate. Instead focus on creating a future client