Case Presentation System

Dental Boot Kamp Case Presentation System

Research – Listen for – Who is this person, what’s important to them, what’s their relationship to the dentist, what’s the little thing I can discover to WOW them.  Telephone Call  Referral Source – Top 20%, why now??  S Helps with DISC  W PBE’s  O What makes them comfortable  T Insurance concerns, PreMed  Outgoing Call to Referral Source  Thank you.  How can we best serve your friend  Thanks again

First Visit – Demonstrate that we feel like we already know them because of the research.  Assistant Greets and seats, acknowledge the referral source.  Review Telephone research - PDQ  Before we get started with our exam, I’d like to get to know you better.  Let’s talk about your dental health. Listen for – patients interest, places where vague – tell me more.  Emotional Exam – Listen for what do they want and why do they want it. Hang out in the questions so that you can develop BLT. Remember Tell me more!  S What do you like about your smile and the health of your mouth?  W What problems are you having, what do you not like.  O If you could have it any way you wanted it – how would it be?  T If we were able to help you achieve that would anything stand in your way?  Medical History –  Permission Statement – in a minute we’ll do a very thorough exam. If it’s ok with you I’d like to tell you everything I see that deserves your attention. By the same token – you are welcome to follow thorough on all, none or some of my recommendations. The choice will always be yours.  Clinical Exam  Use Overhear to stress conditions – we’ll be using dental terms and then I’ll explain in layman’s terms.  How do you like your information – lots of detail, bottom line  Like I said – I’ll tell you what I see that deserves your attention  Describe in general – use your belief windows and word pictures  Answer questions  CLOSE So you understand the treatment and the overall costs – Do you see any good reason why we shouldn’t get started?  Resolve any objections  Listen  Cushion  Question  Answer  Confirm  Transfer Power for FA’s  Schedule and have the conversation to stop cancellations:  In our office we reserve this time exclusively for you.  When you get back to your office please double check and make sure this time works for you. Call me immediately if there is any change.  We can always work with our busy patients if we have plenty of notice (immediately or within a week)  Dr is so popular that our times fill up and we cannot accommodate last minute schedule changes.  Will you do that?

Roz Fulmer/The Coaching Center October 2002 Dental Boot Kamp Case Presentation System – Short Version

1. Phone Call 2. SWOT, DISC, Appt, Will you be here? 3. First Appt – Asst Walk back – acknowledge referral source 4. Explain what we’ll be doing 5. Before we get started – you are most important. 6. Review Telephone research – go deeper – PDQ 7. Emotional Exam – What do they want and why do they want it 8. Permission Statement 9. Clinical exam with Overhear 10. Review Solutions Treatment plan - stress conditions and benefits vs crowns fillings. 11. Close 12. Resolve Objections 13. Congratulations 14. Transfer Power for FA 15. Review all plan and Financials – come up with a solid FA 16. Have the “busy people” conversation 17. Finalize schedule 18. Congratulations again and see you next week.

Roz Fulmer/The Coaching Center October 2002