Convert more telephone enquiries

Train your staff to turn telephone calls into consultations

Designed specifically for non-salespeople, this engaging 1-day telephone customer service skills course enables your staff to confidently greet, qualify and convert phone enquiries into appointments. This healthcare-specific workshop is ideal for patient advisers, medical secretaries, and practice managers who need to persuade prospective patients to visit for an appointment. Armed with new knowledge, skills and confidence, your staff will return to your clinic ready to convert more telephone enquiries into consultations.

What’s in it for you, the practice owner?

The majority of clients engaging in Healthcare Staff Telephone Training realise at least a 10:1 return on investment on these training courses with some clients realising as high as 25:1 ROI.

And, training to increase your telephone conversion rate can not only increases your income but also can also increase your bottom line.

For example, a large clinic chain initiated our in-house telephone sales training program to train their call centre staff. In only 30 days from the training start date, the telephone team’s average call to consultation conversion rate increased by 8%. After six months, their conversion rate increased by 14%, effectively doubling pre-training levels. This conversion rate increase results in a sales increase of £425,000/month (£5.1M/year). The client says that “so far the conversion and bookings have increased incredibly” and the call centre staff have experienced a revival of enthusiasm and optimism that often eludes these types of workers.

What will participants learn?

The Telephone Training is the only telephone sales course designed specifically for health clinic staff in the UK.

This popular workshop focuses on the key components of successful telephone calls with your demanding enquiries. Participants learn how to introduce themselves and your clinic for maximum impact when capturing your caller’s attention.

We discuss the 10 questions your telephone staff must ask to qualify a caller and generate interest in your consultation. Throughout this fast paced, interactive and entertaining workshop we provide delegates with a series of clear distinctions so they can systematize each step of the call. This systematic approach gives “non-salespeople” the ability to continually improve their sales performance.

Additionally, we will teach your staff to take control of the conversation, discuss your service’s features, advantages and benefits, discuss pricing and financing and share your unique selling propositions.

Delegates attending this seminar will learn the difference between compliance and commitment as well as powerful methods to commit the customer early in the phone call, thereby eliminating phone calls that drag on into “virtual consultations”.

In this seminar, we show your staff how to overcome the most common objections they face on incoming and follow-up calls, enabling them to convert enquiries to consultations more quickly and with a higher degree of customer service.

Through challenging role-play exercises, your staff will be conducting the most professional phone calls in the industry within two days.

How long is the workshop and who should attend?

If you have fewer than 7 staff members who would like to attend, then our Open-Access Telephone Sales Trainings