in the scene you're about to see a receptionist will answer a phone caller's question on how much do you charge for an exam the receptionist has been trained on the appropriate scripting but notice how it is delivered naturally and in her own way as you watch this scene play out pay attention to the following points you need to know what to say before you say it make sure you stay in charge of the conversation when appropriate initiate the appointment on the phone with a caller the best way to cover these important points is to use a script consider the script as a framework to guide you through the various milestones in the conversation and to keep you on track toward the only acceptable outcome which is making the appointment it will also allow you to notice if you lose control and will help you to bring the conversation back to within that framework therefore learn the script and use it your way thank you for calling ABC Animal Hospital this is Jennifer how can I help you hi this is Susan how much is it for an exam for my cat well good morning Susan and thanks for calling what is your cat's name her name is ginger okay and when did we last see Ginger never I'm new here oh well then I'm glad you called us today please allow me to be the first one to welcome you to our practice so how did you hear about us I found you online oh well that is great so where did you move from and how are you liking it here so far I moved from New York but how much is it for an exam for my cat at this point the control of the conversation has shifted to the caller however Jennifer gently takes the control back so that she can bring it to the desired outcome it's important to be aware of when you begin to lose control of your convers ations with callers and know the appropriate wording to use to bring it back into your control this is a pivotal point in the conversation so pay attention to how Jennifer handles it sure but first I'm curious what prompted you to call us today well she's been coughing a lot lately oh I'm so sorry to hear that Susan but you've definitely called the right place how long has this been going on note how Jennifer uses the client's name several times throughout the ation using the person's name makes the call more personable and it deepens the rapport with the client about a month now has it been getting worse actually it has well Susan this could be serious and you do sound concerned I'm going to give you an appointment today I have 10:00 a.m. or 100: p.m. available which will works best for you 10:00 a.m. sounds great how much is it after Jennifer has created sufficient value in the conversation she reiterates to Susan that she's concerned this is important as the only logical action to take this point is to make the appointment remember that in most instances when pet owners call your practice they have an urgent need that they want addressed connect that urgency with the concern and then initiate the appointment okay that's great Susan the cost of the exam is $35 and you're going to be seeing Dr Smith she's a very experienced and knowledgeable doctor and she'll do whatever she can to make sure Ginger feels better so thanks for calling us today and then we'll see you at 10 a.m. okay I'll see you then okay bye notice how friendly Jennifer sounds when she tells Susan she's giving her an appointment with this statement Jennifer gives Susan a choice between a yes and a yes doing so will dramatically increase the number of appointments in your own practice in addition notice how after Susan has picked a time to book the appointment Jennifer transferred the trust between her and Susan to the doctor she'll be seeing that trust made the caller book the appointment transferring the trust from the receptionist to the doctor will greatly increase the likelihood the client will say yes in the exam room the points Jennifer has used to create that trust are she showed showed interest in the caller as a person by asking the right question she showed she's knowledgeable she stayed in control of the conversation she initiated the appointment in conclusion it's important to know what to say before you're saying it always be upbeat on the phone and happy to talk with the caller don't lose control of the conversation initiate the appointment after you gain the client's trust and finally transfer that trust to the doctor by learning these key points and practicing them on a regular basis you and your practice will see amazing results