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Excerpts from the Yes! Ways to be more persuasive

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  1. 1. Increasing profits Rodolfo Maldonado
  2. 2. Credibility
  3. 3. Building good relationships • We’re most likely to relate to others when we share similarities – even subtle ones. • Matching verbalizations and mirroring elicits a generous response. It leads to enhance trust. • Authenticity in smiling helps encourage others to have more positive experiences. • If you make a request, include the word ‘because’ and a strong rationale
  4. 4. Building good relationships After you listen. ASK open ended questions. Open vs. Closed What do you do for a living? Do you have any big plans for the weekend? Get to know them and understand the customer. Find similarities and keep them active! • Connect! Follow up. • • • • •
  5. 5. Building good relationships • Listen!! Watch for these: • Needs • Wants • Approval vs. disapproval.
  6. 6. POST IT?
  7. 7. •An ounce of personalized extra effort is worth a pound of persuasion
  8. 8. Waiting times in our office
  9. 9. Wait times Strategies • We need to be active on how long each patient has been waiting. • Watch for their demeanor from the first couple of minutes and compare throughout their stay. • People waiting more than _____ minutes should be “distracted” or “entertained” • Hand them the computer to do a review. • Hand them the coloring book. • What else?
  10. 10. Long waiting times • “The majority of our patients show up to their appointment but the small minority that doesn’t affects the schedule dramatically. Please be considerate of others. “ • We need to shift the responsibility to other variables and factors. • “Our goal is to provide you with fast,quality dental care. Rest assured, we will not sacrifice your quality of service for speed. “ • Being 15 minutes late can delay treatment for up to an hour for other patients. Please be considerate of your fellow earthlings.
  11. 11. Labeling techniques
  12. 12. One small request can lead to big changes!
  13. 13. Predictions… get the mind working
  14. 14. Appointment setting • Two important psychological steps • Make them picture the situation at hand. • Ask questions “ Do you see yourself here on (DATE) with (kids name/self)? • No show rate can improve from 30 % no show to 10% no show.
  15. 15. Confirming appointments • The commitment needs to become voluntary, active and publicly declared to others. • “ We will mark you down as a yes and I’ll let the doctor know as well.” • Commitments that are made ACTIVELY are more powerful. • Write it down!
  16. 16. Write it down Fool! oACTIVE COMMITMENTS
  17. 17. Write it down fool! More than 7 Million medical appointments are missed by patients in one year. • People make judgment about themselves based on observations of their own actions. • Appointments. • Do you write it or do they? • ACTIVE VS. PASSIVE • We have to start moving from the patient being passive to active in all facets of our practice.
  18. 18. Even a little bit helps! As you may know some of the proceeds from your payment go towards educating our community about the importance of dental care. We’ve already given out $13,000 in free services to San Antonio area communities. Any little bit you can pay today will help many families across the city. Will paying $____ work for you today?
  19. 19. Why? Because we want positive results.
  20. 20. Important • Gather Email address • “ It’s required”
  21. 21. Current promotions • $99.00 includes basic cleaning + X-rays- Exams and Free teeth Whitening. • Review and Win contest Monthly Per office. • Boost Teeth Whitening $99.00

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