Today's economy
requires
cosmetic plastic surgery specialty office staffs to be
professional and proficient in the art of closing and converting
consultations and surgeries into more surgeries with compassion and care for
your patients' wants, needs and expectations! Your staff can now receive
expert and immediate
and
ongoing training to expertly communicate with current and future
patients.
The combination of customized training by the doctor and one of PUMC’s professionals give them the power to excel in serving your patients' needs
and your marketing goals.
It all starts with an expert
trainer. PUMC trainer are unmatched in this industry.
PUMC
provides
a personalized on-site training sessions for cosmetic surgery/ cosmetic
specialty practices and medical spas helping them improve the presentation skills of all practice staff
members.
PUMC employees a proprietary
process to secure your
practice profile, your fees, information on your key competitions.
The
Training targets that can be covered during the on-site OR
customized on-line staff
training.
Let's talk about a custom
training program to meet your practice's exact needs. Call us today at 800.272-8436.
Confirmation
of the competition and target markets – PUMC employs this
information to prepare your staff to correctly and effectively response to
and address objections and concerns of Phone
Shoppers. The
staff's confident is increased to be better able to qualify and convert a shopper into a
consultation.
Close Consultations
– Once the shopper is in your office, it is the responsibility of every staff
person to participate in the “close.” PUMC covers the major closing
techniques and vocabulary to insure your staff has been oriented to the
processes to help shoppers make
the right decision of selecting our practice for their cosmetic surgery needs.
Improving fee-quoting
skills by phone and in-person – Expert skills at 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 many staff
members find difficulties 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 prospective 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 procedure 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 will teach your staff
how to set up a mechanism. PUMC
will also cover the
HIPAA ramifications in patient referrals.
PUMC recommends that any staff member, either full or part time, who would
ever
answer phones or interact with patients be included in the training.
The training session builds on the staff’s present skills, yet helps them to
be even more confident and effective at processing phone calls and in-person
inquiries from consumers considering cosmetic surgery services.
The focus of your on-site training will be on
your office staff's phone and office communication skills and their
responsibility in converting telephone inquiries into consultations and
consultations into surgeries. Additionally, PUMC schedules a phone
conference with the doctor and/or Practice Manager before the training date
to discuss the individual staff’s strengths and weaknesses. At that time you
can also discuss any special areas of emphasis you desire covered. This
helps the trainer in customizing the role play and any other areas of the
syllabus. Each staff member will be provided with a detailed workbook.
The doctor will also receive a
book even if he/she does not attend the training. After the training, PUMC
will provide a documented report of observations of the office staff. For
more information on the on-site training:
Let's talk about a custom
training program to met your practices exact needs. Call us today at 800-272-8436.
