Chapter 9

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ADA Cookbook Chapter 9, How To Handle the Phone Shopper

Original Author: Beth Ehrlich, MA, CCC-A

The Best Defense is a Good Offense

A. Trained Office Staff
1. The Audiologist should handle as many calls as possible.
2. When the Audiologist is not available the receptionist should be trained to field possible questions.
3. Flow Chart
     a. Anticipate all possible questions
     b. Prepare what information you need

B. Have personal handouts available to mail
1. Whether you see them for a consultation or not send a thank you for your inquiry letter with your handouts. May I send you some information on hearing aids?"

C. Pricing
1. Give your range-don’t hedge
2. Quickly go into services
     a. The more open you are the more comfortable a phone shopper becomes SERVICE!!!
     b. Handout on how to buy a hearing aid.
3. End with; Can I make you an appointment for a consultation?
     a. GET THEM IN THE DOOR

D. Other Audiologists
1. Educate them to service not pricing
     a. They should make their referrals based on service and product, not price.