Objection Handling Flashcards
I just told the sales rep all of this info, why do I have to tell you again?
I’m sure your practice is busy so I’d like to make this process as
convenient as possible.
I am going to help you customize your profile so you are attracting the
right patients to book in your practice. I’d like us to take a couple
minutes now to gather additional details about your practice to help
make you more competitive on Zocdoc.
[NEXT QUESTION]
Why do I have to take so many phone calls?
I understand your practice is busy; we don’t want to take up any more
time than is necessary.
Our teams are specialized and while my specialty is working with you
to build a strong profile, my colleagues have more technical expertise.
Though it may mean an extra phone call now, setting up these calls
will mean not having to call into our service team to set these things up
in the future.
When works best for your [TYPE) call…..[DAY] or DAY?
I don’t need a CPA/DA/SA.
I understand the requirements for practicing as a [SPECIALTY] can
vary from state to state.
It is important that all providers listed on Zocdoc are held to the same
standard of qualification. It’s also required by our team to verify your
practice to protect our patients. We have a template that can help you
get started on this. You’d just need to sign it along with your
supervising physician and return it to me.
Could you send me back a copy by later today or tomorrow?
I want to be listed as SPECIALTY], not [SPECIALTY].
I understand that the type of care you provide to your patients is
specialized and you want that reflected on your profile. We can list you as [SPECIALTY] if you can provide credentialing for it.
Otherwise, Zocdoc follows legal guidelines for listing providers’
specialties for patient transparency. While we might not be able to list
you as [SPECIALTY], your visit reasons can be tailored so that when a patient makes a search for a desired visit reason you’ll come up in the results, regardless of your listed specialty. Could you log in and take a look at your list of available visit reasons today?
I don’t want to pay for cancellations/no shows.
I get that no shows are frustrating. Like any marketing service or new
patient source, the expectation is that there will be some no-shows and
cancellations.
We’ll show you how to control this through booking confirmation
practices and listing accurate visit reasons and insurances. While we
can’t eliminate this entirely, I am confident the patients you see through
Zocdoc will add tremendous value to your practice.
What are some things you do right now to mitigate no-shows and
cancellations in your office?
Utilizing a web based calendar twice the work. I don’t want to manage two calendars.
I understand your practice is busy and you want to prioritize patient
care.
Having accurate availability is critical to seeing new patients through
Zocdoc. Realistically, managing this calendar only takes a few minutes
each day and about half of our practices utilize this feature.
Let’s add some availability for the next few weeks together, and then I
can make some recommendations about how to manage this moving
forward.
Why do patients need to cancel within 24 hours of their booking as opposed to their
appointment?
I can see how that could be confusing; it may be similar to policies
your practice has in place today.
This policy exists to protect practices from patients who make multiple
bookings in order to get the earliest confirmed booking, or who change
their mind right away. That’s not the same as patients who found you
through Zocdoc, intended to see you for care, but needed to cancel.
We’ll show you where in Zocdoc you can find patient information so
you can contact these patients and rebook.
Have you visited your Zocdoc appointment report yet?
I want to keep my website separate from Zocdoc.
It sounds like your website has been an effective marketing tool for you
so far.
To get the full potential of ZocDoc it’s best to let patients book anyway they
can. Adding the button to your website will give them another way to
do so. Additionally, these bookings will be tracked separately so you’ll
get an accurate read into how your website is performing.
Do you have someone who manages your website that can help with
this?
I want patients to call my office to book an appointment rather than booking from Zocdoc.
It sounds like you have a specific intake process for your patients.
Patients come to Zocdoc with the intention of booking with a provider
online. Once someone has booked with your practice, you will get their
contact information and can reach out to them to complete your intake
process. I can make some recommendations about how you can
capture the information you need while allowing patients to book
online.
What does your intake process look like today?
I want to extend my free trial” OR “I don’t want my free trial to start till ____
I want to make sure you have a high performing profile during your free
trial and afterward.
It’s important that we activate your account soon so that you start
showing up in searches and getting the views that lead to patient
bookings. However you don’t have to list availability right away. If
there is a certain date you will want to begin showing availability for,
we can make sure your calendar is blocked off till then.
What is the earliest date you’d like to list new patient availability?
I don’t want the BOB because the front desk wants to speak with patients before they book.
I understand there is certain information you’d want to collect from a
patient over the phone before they are seen at your practice.
When a patient books from your Book Online Button, your staff will be
notified via email / the Alerter, and will respond to the booking the
same way they would if someone booked from the Zocdoc
marketplace. This means that the same information is collected at the
point of booking, including phone number and email address, so your
front desk can reach out to the patient at that point to collect the
information they might need.
If your staff had contact information for a patient, would they be able to
complete your intake process from there?
Your insurance list is too tedious, just select those for me?
I want to help you complete the setup process as efficiently as
possible.
Our list of insurance plans is meant to be comprehensive so that
patients are able to search for providers who are in-network with their
specific plan. That being said, I am happy to help you get started on
this process so we can get your profile as accurate as possible, and so
that you show up in all the right patient searches.
What are some of the most common insurance plans you currently
see? I can add those for you right now, but I do want to make sure
your list gets completed. Could you take a look at your insurance list
and update it before [DATE)?
I wasn’t aware I’d be active on the site, take my profile down
I understand that might have been surprising. We try to always
communicate activation dates very clearly.
Taking down the profile and reactivating at a later date wouldn’t be
instantaneous, and would prolong the process of getting you live on
Zocdoc by at least a few days or weeks. As long as your practice is
currently open and seeing patients, it’s more productive to leave the
profile up and get a head start getting views which will ultimately
generate patient bookings.
Your practice is open and seeing patients, correct?
A button on my website won’t help me get new patients,
I can see how that could be confusing. It’s a core function of Zocdoc to
drive patient bookings to your practice directly from our website.
The book online button helps practices convert a few types of patients;
those who call your office after hours to make an appointment, and
those who visit your website but ultimately don’t call your office to
make a booking. As a result, practices who use the book online button
see 27% more new patient bookings their first month after adding it
than those who do not.
Do you have a person who handles your website who we can reach
out to?
I don’t want Zocdoc to have access to my schedule.
I want to make sure you have control over your schedule and your
availability on Zocdoc.
Respond
Patients on Zocdoc prefer to see a doctor sooner rather than later. The
typical Zocdoc patient books an appointment within 24-48hrs of the
time of their search. Having more hours and near-term availability will
have a significant impact on the number of bookings you see from Zocdoc. Syncing your EH/EMR is the easiest and most effective way
to manage your availability.
When do you have time today or tomorrow for a call with our team?
“I don’t want to have reviews on my profile due to ethical concerns.” (Patient
Anonymity - Mental Health Providers)
I understand there are specific ethical concerns that may be unique to
Mental Health providers.
When asking current or former patients to complete a review for you,
they may choose to simply use their initials to protect their identity.
Getting even one review up on your profile will significantly boost your
chances of getting new patient bookings early on, as reviews are so
important to patients we see them being the number one driver of
bookings.
Would you be comfortable with a few patients leaving a review if you
knew they could take measures to protect their identity?
“I don’t want to have reviews on my profile because I’m concerned they could be
misrepresentative of my practice.
.” (Retaliatory reviews)
I want to make sure your practice is accurately represented on
Zocdoc.
Potential new patients look to reviews to see what type of experience
they can expect with your practice, and they are an important driver of
bookings. Because of this, we have a dedicated team that reviews
each piece of patient feedback to ensure it falls within our reviews policy.
A great way to get a head start on building your reputation on Zocdoc
is to collect existing patient reviews, so that new patients can read all about why they like seeing you. Let’s work on collecting some via the
hyperlink/print form this week.
“My schedule is completely full. I don’t want to add any availability for new patients.”
It sounds like you are pretty busy with patients.
In order for patients to be able to book with you, you’ll need to list
some availability. This includes existing patient bookings as well. One
way you can open up availability is by listing times that open up from
last minute cancellations or reschedules.
[IF SYNCED]: Since Zocdoc reads your real-time availability, when an
appointment slot is cancelled in your EMR, it will automatically open up
for a Zocdoc patient, that way you don’t miss out on a potential patient.
[IF UNSYNCED]; How many cancellations or reschedules do you
typically see in a week? Let’s work on adding some times for the next
few days.
[IF SYNCED]: How many cancellations or reschedules do you typically
see in a week?
“I already have a book online button on my site, I don’t need another one.”
It sounds like you’ve already put some thought into allowing patients to
book with you online, which is great.
Zocdoc’s book online button offers several features that your current
button might not. We’ve had plenty of providers test it out and end up
sticking with it, even getting rid of the button they had prior to joining
ZD.
What happens when a patient books via your current button?
R2: BOB Features:
Tracking capability - you’ll know what bookings came from your
website as opposed to the marketplace, so you can track
conversion
When someone books via the ZD Button, they will be able to do
things like leave you a review as a verified ZD patient, boosting
your overall engagement longterm
[Depending on market] - ZD has brand recognition, and
someone who is familiar with us and trusts us is going to be
more likely to use our branded button.
Patients are able to see your locations, availability, and visit
reasons right at a glance, making it extremely easy for them to book.
