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How is Your Staff Answering the Phone?

Does Your Staff Know How To Answer Your Phone?

It is likely that you are unaware of how many potential clients/patients/customers call your office/business and ask typical “shopper” questions in order to decide whether they should use your products/services.

Most business owners assume that their staff knows exactly how to answer those questions and that they routinely convert those shoppers into active patients, clients or customers.

If you have made this assumption of your staff, prepare to be shocked!

When was the last time you had a friend or family member call your office/business and “test” the person who answers the phone by asking typical “shopper” questions?

If the answer is, “Never!”…that changes today!

Create a list of the 10 most frequently asked questions someone might have if they called your office looking to use your products/services.

Then, have someone your staff does not know call and ask those questions.

You’ll want feedback on how effectively they answered the questions, as well as the staff members demeanor, attitude, willingness to help, etc.

This is an effort you want to put in place immediately. And, you should test your staff on a regular basis. I recommend every six to eight weeks!

Finally, track your stats. How many “shopper calls” do you get per week/month.

How many are converted?

What can you do to raise that number/percentage?

Any questions?

Let me know in the comments – I’m here to help.

To Your Success,

Dr. Len Schwartz
Dr. Len Schwartz

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