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Remember to clarify the objective:
Mistake #1: Many TCs will jump the gun and offer something such as a split down payment. DON’T DO THIS. Be patient and listen to the patient’s concern.
Respond using the Empathize – Clarify – Address – Ask approach.
TIP 1: No nos to countering a financial concern
TIP 1: No nos to countering a financial concern
Do not say:
You don’t need to make a decision on this right now
Take this home and think it over if you like
If these options don’t appeal to you, we can provide other arrangements
Instead of using these, the treatment coordinator should presents the fee options and ask “which of these options would work best for you,” AND STOP TALKING. Give the patient time to respond to the question.
Script:
Patient: “That is more than I can afford.”
TC (Empathizing): “I realize that this is a big investment.”
TC (Clarifying): “What is it that concerns you about our fees; is it the down payment, or the monthly payments, or both?”
Patient: “It’s both.”
TC (Clarifying): “We can usually find a way to make the treatment plan affordable for your budget. With this in mind, what would you be comfortable with for a down payment and monthly payment?”
Patient: “ I can only afford to put down $____ and I can afford monthly payments of $____ per month.”
TC (addressing objection): “Allright, I can split your down payment to two monthly installments of $____, and we can extend your payment plan six months past the end of treatment which would bring your monthly payments down to ____.”
TC(Asking for agreement):” Would this arrangement work for you?”
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