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Tip of the Week
by Arthur Anderson
 Art Anderson, your DentalSuccess Tipster, talks about...
Overcoming Objections
It’s not practical to think you can obtain agreement to a treatment recommendation until you can determine the objection the patient might have to proceeding. After you have identified the objection(s), these sample dialogues may provide an easy way to get agreement:
Overcoming the pain objection: “So, what I hear you saying is that you have had a bad dental experience in the past which has caused you pain. If I could give you a commitment that I would do everything possible to eliminate the reoccurrence of that problem, would that make you more comfortable about having treatment completed?”
Overcoming the financial objection: “We have made every effort to make dentistry affordable for all patients. Many of our patients have realized postponing dental treatment due to money concerns may lead to treatment being even more costly. Other than finances or working this into your budget, do you see any reason why you could not get started right away?”
Overcoming the cosmetic objection: “I can understand why you have come to feel this way. Other patients with similar dental problems have had similar doubts. When they decided to have the dentistry completed, they absolutely loved their smiles. Let me show you some of their before-and-after photos. After looking at these smiles, I suspect you will want the same outcome.”
Overcoming the value objection: “Do you have any questions or concerns that have not been covered? I would recommend this therapy to my own family members.”
Remember that people are less motivated to buy what they need than what they want. If people do not perceive value, they will raise the cost objection and concerns about how they will pay for the procedure. People equate the quality of care with the quality of service. So discover their service expectations, promise them and deliver more than you promise.
[PRINTER FRIENDLY VERSION]
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