escrs 2014 delivering world class consultations 4x3
DESCRIPTION
Delivering World Class consultations can be easy if you are prepared to follow some simple process steps, which will mean you and your team are consistent with delivering an excellent service and mean that you have happy patients. The LiveseySolar Patient Acquisition Model looks at the people in your practice and the roles that need to be performed which will create the consistency in your practice. You need to remember that people buy with emotion and justify with logic. Follow the LiveseySolar Patient Model and you will achieve, not only happy patients, consistency within the workplace but also the knowledge that you are maximising your revenue and time.TRANSCRIPT
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Delivering
World-Class Medical Consultations
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Rod Solar
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Rod Solar• 20 years experience in business to consumer sales
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Rod Solar• 20 years experience in business to consumer sales
• Education in Psychology, Instruction and Coaching
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Rod Solar• 20 years experience in business to consumer sales
• Education in Psychology, Instruction and Coaching
• Over 10 years experience in health care sales
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Rod Solar• 20 years experience in business to consumer sales
• Education in Psychology, Instruction and Coaching
• Over 10 years experience in health care sales
• Sales consultant, trainer and coach in cosmetic dentistry, plastic surgery, and laser eye surgery
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• Results since 1997
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• Results since 1997
• Healthcare specialists, focussed on private ophthalmology
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• Results since 1997
• Healthcare specialists, focussed on private ophthalmology
• UK base
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• Results since 1997
• Healthcare specialists, focussed on private ophthalmology
• UK base
• International experience (Canada, US, Europe, UAE)
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• Results since 1997
• Healthcare specialists, focussed on private ophthalmology
• UK base
• International experience (Canada, US, Europe, UAE)
• Our clients see real business results within 3 months
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The LiveseySolar Patient Acquisition Model
Org
anic
Paid
Your Website& Content
Development
ThePhone
TheConsultation
TheAfter Care
TheSurgery
WebsiteDesign
Telephone Sales Training
ConsultationSkills Training
CustomerService
Training
ADAPT
EXPERIMENT
ANALYZE
REPORT
SearchEngine
Marketing
Social Media
Offline ReferralStimulation
HappyPatient
(that refers more patients)
www.liveseysolar.com+44 (0)207 407 4452
People SearchingFor Your Service
People ThatKnow You
Word Of Mouth
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The LiveseySolar Patient Acquisition Model
Org
anic
Paid
Your Website& Content
Development
ThePhone
TheConsultation
TheAfter Care
TheSurgery
WebsiteDesign
Telephone Sales Training
ConsultationSkills Training
CustomerService
Training
ADAPT
EXPERIMENT
ANALYZE
REPORT
SearchEngine
Marketing
Social Media
Offline ReferralStimulation
HappyPatient
(that refers more patients)
www.liveseysolar.com+44 (0)207 407 4452
People SearchingFor Your Service
People ThatKnow You
Word Of Mouth
![Page 16: ESCRS 2014 Delivering World Class Consultations 4x3](https://reader034.vdocuments.site/reader034/viewer/2022051411/547e6170b479598e508b4b89/html5/thumbnails/16.jpg)
The LiveseySolar Patient Acquisition Model
Org
anic
Paid
Your Website& Content
Development
ThePhone
TheConsultation
TheAfter Care
TheSurgery
WebsiteDesign
Telephone Sales Training
ConsultationSkills Training
CustomerService
Training
ADAPT
EXPERIMENT
ANALYZE
REPORT
SearchEngine
Marketing
Social Media
Offline ReferralStimulation
HappyPatient
(that refers more patients)
www.liveseysolar.com+44 (0)207 407 4452
People SearchingFor Your Service
People ThatKnow You
Word Of Mouth
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Case Studies
Average ROI = 21:1
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The LiveseySolar Consultation Process
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!!!!!
1. Greetings
The LiveseySolar Consultation Process
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!!!!!
1. Greetings
The LiveseySolar Consultation Process
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!!!!!
2. Opening
!!!!!
1. Greetings
The LiveseySolar Consultation Process
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!!!!!
2. Opening
!!!!!
1. Greetings
The LiveseySolar Consultation Process
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!!!!!
3. Closing
!!!!!
2. Opening
!!!!!
1. Greetings
The LiveseySolar Consultation Process
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!3. Closing
!2. Opening
!1. Greetings
Greeting
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!3. Closing
!2. Opening
!1. Greetings
Warm Up
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!3. Closing
!2. Opening
!1. Greetings
Intent Statements
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!3. Closing
!2. Opening
!1. Greetings
Discovery
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!3. Closing
!2. Opening
!1. Greetings
Information confirmation
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!3. Closing
!2. Opening
!1. Greetings
Examination
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!3. Closing
!2. Opening
!1. Greetings
Recommendations
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!3. Closing
!2. Opening
!1. Greetings
Reverse Handover
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!3. Closing
!2. Opening
!1. Greetings
Options
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!3. Closing
!2. Opening
!1. Greetings
Money
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!3. Closing
!2. Opening
!1. Greetings
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Defence
Surgeons, Optometrists
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Defence Midfield
Surgeons, Optometrists
Ophthalmic Technicians
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Defence Midfield Forwards
Surgeons, Optometrists
Ophthalmic Technicians
Patient Liaisons
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Defence Midfield
Surgeons, Optometrists
Ophthalmic Technicians
Patient Liaisons
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Defence
Surgeons, Optometrists
Ophthalmic Technicians
Patient Liaisons
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Surgeons, Optometrists
Ophthalmic Technicians
Patient Liaisons
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Act Icon Scene Defence Midfield Forwards
1. Greeting Greeting X X XWarm up X X X
2. Opening Intent statement X X XDiscovery X
Information confirmation (IC)
X XExamination X X
3. Closing Recommendations X XReverse Hand-over (RH) X X X
Options XHandling Objections X X X
Money XEncore Ask for referrals X
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Scene Defence Midfield Forwards Ideal TimeGreeting X 0:00 Warm up X
Intent statement XDiscovery X
Information confirmation (IC) X 0:15Greeting XWarm up X
Intent statement XExamination (Testing) X 0:30
Handover X XGreeting XWarm up X
Intent statement XExamination (Ophthalmic) X
Recommendations XHandling Objections (Clinical) X 0:70
Hand-overs (Reverse IC) X XOptions X
Handling Objections XMoney X 0:90
Clinic 4+
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Scene Defence Midfield Forwards Ideal TimeGreeting X 0:00 Warm up X
Intent statement XDiscovery X
Information confirmation (IC) X 0:15Greeting XWarm up X
Intent statement XExamination (Testing) X 0:30
Handover X XGreeting XWarm up X
Intent statement XExamination (Ophthalmic) X
Recommendations XHandling Objections (Clinical) X 0:70
Hand-overs (Reverse IC) X XOptions X
Handling Objections XMoney X 0:90
Clinic 4+
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Scene Defence Midfield/Forward Ideal TimeGreeting X 0:00 Warm up X
Intent statement XDiscovery X
Information confirmation (IC) X 0:15Greeting XWarm up X
Intent statement XExamination (Testing) X 0:30
Handover X XGreeting XWarm up X
Intent statement XExamination (Ophthalmic) X
Recommendations XHandling Objections (Clinical) X 0:70
Hand-overs (Reverse IC) X XOptions X
Handling Objections (Administrative) XMoney X 0:90
Clinic 3
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Scene Defence Midfield/Forward Ideal TimeGreeting X 0:00 Warm up X
Intent statement XDiscovery X
Information confirmation (IC) X 0:15Greeting XWarm up X
Intent statement XExamination (Testing) X 0:30
Handover X XGreeting XWarm up X
Intent statement XExamination (Ophthalmic) X
Recommendations XHandling Objections (Clinical) X 0:70
Hand-overs (Reverse IC) X XOptions X
Handling Objections (Administrative) XMoney X 0:90
Clinic 3
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Scene One-Person-Team Ideal Time
Greeting X 0:00
Warm up X
Intent statement X
Discovery X
Information confirmation (IC) X 0:15
Examination (Testing) X 0:30
Examination (Ophthalmic) X
Recommendations X
Handling Objections (Clinical) X 0:70
Options X
Handling Objections (Administrative)
X
Money X 0:90
Clinic 1-2
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Scene One-Person-Team Ideal Time
Greeting X 0:00
Warm up X
Intent statement X
Discovery X
Information confirmation (IC) X 0:15
Examination (Testing) X 0:30
Examination (Ophthalmic) X
Recommendations X
Handling Objections (Clinical) X 0:70
Options X
Handling Objections (Administrative)
X
Money X 0:90
Clinic 1-2
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10 minute break
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!3. Closing
!2. Opening
!1. Greetings
Greeting
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What do prospects feel?
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What do prospects feel?• Anxiety
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What do prospects feel?• Anxiety
• Concern
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What do prospects feel?• Anxiety
• Concern
• Guilt
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What do prospects feel?• Anxiety
• Concern
• Guilt
• Hostility
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What do prospects feel?• Anxiety
• Concern
• Guilt
• Hostility
• Fear
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What do prospects feel?• Anxiety
• Concern
• Guilt
• Hostility
• Fear
• Excitement
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What do prospects feel?• Anxiety
• Concern
• Guilt
• Hostility
• Fear
• Excitement
• Anticipation
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4 important tasks in the greeting
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4 important tasks in the greeting
• DEMO!
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4 important tasks in the greeting
• DEMO!
• Shake hands
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4 important tasks in the greeting
• DEMO!
• Shake hands
• Make eye contact
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4 important tasks in the greeting
• DEMO!
• Shake hands
• Make eye contact
• Walk with your guest
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4 important tasks in the greeting
• DEMO!
• Shake hands
• Make eye contact
• Walk with your guest
• Proper seating
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4 important tasks in the greeting
• DEMO!
• Shake hands
• Make eye contact
• Walk with your guest
• Proper seating
Doc
tor
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4 important tasks in the greeting
• DEMO!
• Shake hands
• Make eye contact
• Walk with your guest
• Proper seating
Patient
Doc
tor
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!3. Closing
!2. Opening
!1. Greetings
Warm Up
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4 important tasks in the warm-up
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4 important tasks in the warm-up
• DEMO!
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4 important tasks in the warm-up
• DEMO!
• Let the prospect talk about themselves (not about eyes!)
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4 important tasks in the warm-up
• DEMO!
• Let the prospect talk about themselves (not about eyes!)
• Find something to like about them
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4 important tasks in the warm-up
• DEMO!
• Let the prospect talk about themselves (not about eyes!)
• Find something to like about them
• Find a commonality that is important to them
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4 important tasks in the warm-up
• DEMO!
• Let the prospect talk about themselves (not about eyes!)
• Find something to like about them
• Find a commonality that is important to them
• Talk about FORL, family, occupation, recreation, location, etc…
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The bridge between warm-up and intent
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The bridge between warm-up and intent
• Keep a bridging question in mind...
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The bridge between warm-up and intent
• Keep a bridging question in mind...
• “shall we get started?”
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The bridge between warm-up and intent
• Keep a bridging question in mind...
• “shall we get started?”
• “we’ve got a lot to cover so let’s get started.”
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The bridge between warm-up and intent
• Keep a bridging question in mind...
• “shall we get started?”
• “we’ve got a lot to cover so let’s get started.”
• “well, thank you very much for coming - do you have any idea what we’re going to do today?”
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The bridge between warm-up and intent
• Keep a bridging question in mind...
• “shall we get started?”
• “we’ve got a lot to cover so let’s get started.”
• “well, thank you very much for coming - do you have any idea what we’re going to do today?”
• “so tell me, what were your expectations of our time together today?”
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Exercise!
Hello I’m Fiona!
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Reminder: Book a Discovery Call
Hello I’m Laura!
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!3. Closing
!2. Opening
!1. Greetings
Intent Statements
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The goal of the intent statement
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The goal of the intent statement
• is to reduce the prospect’s fears and tensions so that they will open up in the discovery and supply us with the information to make a commitment
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6 distinctions of intent statements
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6 distinctions of intent statements
• Agenda
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6 distinctions of intent statements
• Agenda
• Empathy statement
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6 distinctions of intent statements
• Agenda
• Empathy statement
• Set up discovery
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6 distinctions of intent statements
• Agenda
• Empathy statement
• Set up discovery
• Takeaway
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6 distinctions of intent statements
• Agenda
• Empathy statement
• Set up discovery
• Takeaway
• Set expectations
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6 distinctions of intent statements
• Agenda
• Empathy statement
• Set up discovery
• Takeaway
• Set expectations
• End with a soft trial close
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Agenda
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Agenda
• “Well, first we’re going to have a little chat, I’m going to ask you questions about you, your motivations, and any concerns you might have. Then, I’ll introduce you to the practitioner who will conduct your examination. After that, we’ll get together again for another little chat...”
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Empathy statement
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Empathy statement
• Now, it’s completely normal to have lots of questions and to even feel a little bit apprehensive about the process. If you have a question, feel free to ask anyone one of us at any time, that’s what we’re here for.”
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Set up discovery
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Set up discovery
• “Well, first we’re going to have a little chat, I’m going to ask you questions about you, your motivations, and any concerns you might have. Then, I’ll introduce you to the practitioner who will conduct your examination. After that, we’ll get together again for another little chat...”
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Take away...
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Take away...
• “Now, you may not even be suitable for this procedure, but after the examination we’ll be certain, and if you are suitable we’ll recommend the best treatment for you.”
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...and give it back
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...and give it back
• “Now, you may not even be suitable for this procedure, but after the examination we’ll be certain, and if you are suitable we’ll recommend the best treatment for you.”
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Set expectations...
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Set expectations...
• “At the end, if we do recommend a procedure, we can discuss finances and scheduling, if you want to be a patient, is that all right?”
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...end with a soft trial close
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...end with a soft trial close
• “At the end, if we do recommend a procedure, we can discuss finances and scheduling, if you want to be a patient, is that all right?”
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Learn your intent statement
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Learn your intent statement
• Listen to examples
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Learn your intent statement
• Listen to examples
• Detect the distinctions
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Learn your intent statement
• Listen to examples
• Detect the distinctions
• Write your own
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Learn your intent statement
• Listen to examples
• Detect the distinctions
• Write your own
• Role-play
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Learn your intent statement
• Listen to examples
• Detect the distinctions
• Write your own
• Role-play
• Practice
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Learn your intent statement
• Listen to examples
• Detect the distinctions
• Write your own
• Role-play
• Practice
• DEMO!
![Page 114: ESCRS 2014 Delivering World Class Consultations 4x3](https://reader034.vdocuments.site/reader034/viewer/2022051411/547e6170b479598e508b4b89/html5/thumbnails/114.jpg)
Exercise!
Hello I’m Fiona!
![Page 115: ESCRS 2014 Delivering World Class Consultations 4x3](https://reader034.vdocuments.site/reader034/viewer/2022051411/547e6170b479598e508b4b89/html5/thumbnails/115.jpg)
Reminder: Book a Discovery Call
Hello I’m Laura!
![Page 116: ESCRS 2014 Delivering World Class Consultations 4x3](https://reader034.vdocuments.site/reader034/viewer/2022051411/547e6170b479598e508b4b89/html5/thumbnails/116.jpg)
30 minute break
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!3. Closing
!2. Opening
!1. Greetings
Discovery
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Understanding Motivation
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Opening Concepts
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Opening Concepts• The do-something line
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Opening Concepts• The do-something line
• Daily hassles
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Opening Concepts• The do-something line
• Daily hassles
• The Past Motivating Incident
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Opening Concepts• The do-something line
• Daily hassles
• The Past Motivating Incident
• The Deadline
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Opening Concepts• The do-something line
• Daily hassles
• The Past Motivating Incident
• The Deadline
• The Future Motivating Event
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Opening
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Opening
• Why do we ask questions???
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Opening
• Why do we ask questions???
• 10 questions
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Opening
• Why do we ask questions???
• 10 questions
• The Motivation Tree
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Opening
• Why do we ask questions???
• 10 questions
• The Motivation Tree
• DEMO!
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Where did these question clusters come from?
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Where did these question clusters come from?
• We have been continuously developing these questions since 2003 by
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Where did these question clusters come from?
• We have been continuously developing these questions since 2003 by
• Adding questions and removing questions
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Where did these question clusters come from?
• We have been continuously developing these questions since 2003 by
• Adding questions and removing questions
• Refining the order of questions to enhance natural flow - primacy and recency
![Page 134: ESCRS 2014 Delivering World Class Consultations 4x3](https://reader034.vdocuments.site/reader034/viewer/2022051411/547e6170b479598e508b4b89/html5/thumbnails/134.jpg)
Where did these question clusters come from?
• We have been continuously developing these questions since 2003 by
• Adding questions and removing questions
• Refining the order of questions to enhance natural flow - primacy and recency
• Considering every word and emphasis
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Where did these question clusters come from?
• We have been continuously developing these questions since 2003 by
• Adding questions and removing questions
• Refining the order of questions to enhance natural flow - primacy and recency
• Considering every word and emphasis
• Aiming to make them easier to ask and answer
![Page 136: ESCRS 2014 Delivering World Class Consultations 4x3](https://reader034.vdocuments.site/reader034/viewer/2022051411/547e6170b479598e508b4b89/html5/thumbnails/136.jpg)
Where did these question clusters come from?
• We have been continuously developing these questions since 2003 by
• Adding questions and removing questions
• Refining the order of questions to enhance natural flow - primacy and recency
• Considering every word and emphasis
• Aiming to make them easier to ask and answer
• Verifying our improvements with experience, results and mystery calls
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People buy with EMOTION
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and justify with LOGIC
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Offline ReferralStimulation
HappyPatient
(that refers more patients)
www.liveseysolar.com+44 (0)207 407 4452
People SearchingFor Your Service
People ThatKnow You
Word Of Mouth
The LiveseySolar Patient Acquisition Model
Problem
Solution
Priorities
Decision Maker
Deadline
Timing
Qualifying
6
7
8
9
10
5
3
1
FUTURE
FME Gain 4
PAST
PMIPain2 DBM
Conversion
Phone Call
Criteria
Concerns
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Offline ReferralStimulation
HappyPatient
(that refers more patients)
www.liveseysolar.com+44 (0)207 407 4452
People SearchingFor Your Service
People ThatKnow You
Word Of Mouth
The LiveseySolar Patient Acquisition Model
Problem
Solution
Priorities
Decision Maker
Deadline
Timing
Qualifying
6
7
8
9
10
5
3
1
FUTURE
FME Gain 4
PAST
PMIPain2 DBM
Conversion
Phone Call
Criteria
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Offline ReferralStimulation
HappyPatient
(that refers more patients)
www.liveseysolar.com+44 (0)207 407 4452
People SearchingFor Your Service
People ThatKnow You
Word Of Mouth
The LiveseySolar Patient Acquisition Model
Problem
Solution
Priorities
Decision Maker
Deadline
Timing
Qualifying
6
7
8
9
10
5
3
1
FUTURE
FME Gain 4
PAST
PMIPain2 DBM
Conversion
Phone Call
Criteria
![Page 142: ESCRS 2014 Delivering World Class Consultations 4x3](https://reader034.vdocuments.site/reader034/viewer/2022051411/547e6170b479598e508b4b89/html5/thumbnails/142.jpg)
Offline ReferralStimulation
HappyPatient
(that refers more patients)
www.liveseysolar.com+44 (0)207 407 4452
People SearchingFor Your Service
People ThatKnow You
Word Of Mouth
The LiveseySolar Patient Acquisition Model
Problem
Solution
Priorities
Decision Maker
Deadline
Timing
Qualifying
6
7
8
9
10
5
3
1
FUTURE
FME Gain 4
PAST
PMIPain2 DBM
Conversion
Phone Call
Criteria
Concerns
![Page 143: ESCRS 2014 Delivering World Class Consultations 4x3](https://reader034.vdocuments.site/reader034/viewer/2022051411/547e6170b479598e508b4b89/html5/thumbnails/143.jpg)
Offline ReferralStimulation
HappyPatient
(that refers more patients)
www.liveseysolar.com+44 (0)207 407 4452
People SearchingFor Your Service
People ThatKnow You
Word Of Mouth
The LiveseySolar Patient Acquisition Model
Problem
Solution
Priorities
Decision Maker
Deadline
Timing
Qualifying
6
7
8
9
10
5
3
1
FUTURE
FME Gain 4
PAST
PMIPain2 DBM
Conversion
Phone Call
Criteria
Concerns
![Page 144: ESCRS 2014 Delivering World Class Consultations 4x3](https://reader034.vdocuments.site/reader034/viewer/2022051411/547e6170b479598e508b4b89/html5/thumbnails/144.jpg)
Dominant Buying Motives
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Dominant Buying Motives
• Dominant Buying Motives are the EMOTIONS that you REVEAL by getting the Prospect to share their PAST MOTIVATING INCIDENT AND FUTURE MOTIVATING EVENT with you
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Dominant Buying Motives
• Dominant Buying Motives are the EMOTIONS that you REVEAL by getting the Prospect to share their PAST MOTIVATING INCIDENT AND FUTURE MOTIVATING EVENT with you
• DBM = PMI + FME
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Dominant Buying Motives
• Dominant Buying Motives are the EMOTIONS that you REVEAL by getting the Prospect to share their PAST MOTIVATING INCIDENT AND FUTURE MOTIVATING EVENT with you
• DBM = PMI + FME
• Their PMI will likely reveal their PAIN
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Dominant Buying Motives
• Dominant Buying Motives are the EMOTIONS that you REVEAL by getting the Prospect to share their PAST MOTIVATING INCIDENT AND FUTURE MOTIVATING EVENT with you
• DBM = PMI + FME
• Their PMI will likely reveal their PAIN
• Their FME will likely reveal their GAIN
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Priorities and Criteria
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Priorities and Criteria
• The Priorities are the Prospect’s MUST HAVES in order to proceed with an appointment
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Priorities and Criteria
• The Priorities are the Prospect’s MUST HAVES in order to proceed with an appointment
• The Criteria are the Prospect’s NICE TO HAVES in order to proceed with an appointment
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Priorities and Criteria
• The Priorities are the Prospect’s MUST HAVES in order to proceed with an appointment
• The Criteria are the Prospect’s NICE TO HAVES in order to proceed with an appointment
• DBM/P+C
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Exercise!
Hello I’m Fiona!
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Reminder: Book a Discovery Call
Hello I’m Laura!
![Page 155: ESCRS 2014 Delivering World Class Consultations 4x3](https://reader034.vdocuments.site/reader034/viewer/2022051411/547e6170b479598e508b4b89/html5/thumbnails/155.jpg)
10 minute break
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!3. Closing
!2. Opening
!1. Greetings
Information confirmation
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Commitment
Greeting
“Yes”
“Yes”
What we typically expect…
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Commitment
Greeting
“Yes” to the Intent statement
“Yes” to confirmation
“Yes” to Handover
“Yes” to Reverse Handover
“Yes”
The Staircase of Agreement
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Commitment
Greeting
“Yes” to the Intent statement
“Yes” to confirmation
“Yes” to Handover
“Yes” to Reverse Handover
“Yes”
The Staircase of Agreement
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Commitment
Greeting
“Yes” to the Intent statement
“Yes” to confirmation
“Yes” to Handover
“Yes” to Reverse Handover
“Yes”
The Staircase of Agreement
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Commitment
Greeting
“Yes” to the Intent statement
“Yes” to confirmation
“Yes” to Handover
“Yes” to Reverse Handover
“Yes”
The Staircase of Agreement
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Commitment
Greeting
“Yes” to the Intent statement
“Yes” to confirmation
“Yes” to Handover
“Yes” to Reverse Handover
“Yes”
The Staircase of Agreement
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Handover Forward to Defence
Examination Reverse Handover Defence to Forward
Problem Recommendation Solution
DBM (PMI or FME) Handling Objections DBM (PMI or FME)
Concerns Concerns Addressed
Timing Timing
Trial Close Trial Close
Handovers
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!3. Closing
!2. Opening
!1. Greetings
Examination
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Diagnostic Tests
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Diagnostic Tests• What is it called?
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Diagnostic Tests• What is it called?
• What does it do?
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Diagnostic Tests• What is it called?
• What does it do?
• How does it benefit?
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Diagnostic Tests• What is it called?
• What does it do?
• How does it benefit?
• How does it feel?
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Diagnostic Tests• What is it called?
• What does it do?
• How does it benefit?
• How does it feel?
• Is it unique or special?
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6 components of credibility statements
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6 components of credibility statements
• Create a reason to share your story
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6 components of credibility statements
• Create a reason to share your story
• Explain how you found out about the practice (or why you started it)
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6 components of credibility statements
• Create a reason to share your story
• Explain how you found out about the practice (or why you started it)
• Share your background
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6 components of credibility statements
• Create a reason to share your story
• Explain how you found out about the practice (or why you started it)
• Share your background
• Share the unique points of difference
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6 components of credibility statements
• Create a reason to share your story
• Explain how you found out about the practice (or why you started it)
• Share your background
• Share the unique points of difference
• Share what you’re getting out of the job
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6 components of credibility statements
• Create a reason to share your story
• Explain how you found out about the practice (or why you started it)
• Share your background
• Share the unique points of difference
• Share what you’re getting out of the job
• Ask for questions about yourself
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Exercise!
Hello I’m Fiona!
![Page 179: ESCRS 2014 Delivering World Class Consultations 4x3](https://reader034.vdocuments.site/reader034/viewer/2022051411/547e6170b479598e508b4b89/html5/thumbnails/179.jpg)
!3. Closing
!2. Opening
!1. Greetings
Recommendations
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Principles of making recommendations
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Principles of making recommendations
• Make it an event, not just a message
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Principles of making recommendations
• Make it an event, not just a message
• You’re suitable, it’s really exciting!
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Principles of making recommendations
• Make it an event, not just a message
• You’re suitable, it’s really exciting!
• Be clear on what procedure you are recommending
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Principles of making recommendations
• Make it an event, not just a message
• You’re suitable, it’s really exciting!
• Be clear on what procedure you are recommending
• Only discuss alternatives and risks after making a specific recommendation
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Principles of making recommendations
• Make it an event, not just a message
• You’re suitable, it’s really exciting!
• Be clear on what procedure you are recommending
• Only discuss alternatives and risks after making a specific recommendation
• Create realistic expectations
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Principles of making recommendations
• Make it an event, not just a message
• You’re suitable, it’s really exciting!
• Be clear on what procedure you are recommending
• Only discuss alternatives and risks after making a specific recommendation
• Create realistic expectations
• Get agreement
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Principles of discussing risks and side effects
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Principles of discussing risks and side effects
• Limit to relevant risks.. we
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Principles of discussing risks and side effects
• Limit to relevant risks.. we
• Know who is more at risk (experience)
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Principles of discussing risks and side effects
• Limit to relevant risks.. we
• Know who is more at risk (experience)
• Know how to avoid risks (tests, techniques, technology)
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Principles of discussing risks and side effects
• Limit to relevant risks.. we
• Know who is more at risk (experience)
• Know how to avoid risks (tests, techniques, technology)
• Are looking for them in aftercare appointments
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Principles of discussing risks and side effects
• Limit to relevant risks.. we
• Know who is more at risk (experience)
• Know how to avoid risks (tests, techniques, technology)
• Are looking for them in aftercare appointments
• Know that risks are often minor and temporary
![Page 193: ESCRS 2014 Delivering World Class Consultations 4x3](https://reader034.vdocuments.site/reader034/viewer/2022051411/547e6170b479598e508b4b89/html5/thumbnails/193.jpg)
Principles of discussing risks and side effects
• Limit to relevant risks.. we
• Know who is more at risk (experience)
• Know how to avoid risks (tests, techniques, technology)
• Are looking for them in aftercare appointments
• Know that risks are often minor and temporary
• Know that if they aren’t, we can fix them
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The worst case scenario
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The worst case scenario• What’s the worst that can happen?
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The worst case scenario• What’s the worst that can happen?
• Speak in percentages, but don’t expect them to allay fears
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The worst case scenario• What’s the worst that can happen?
• Speak in percentages, but don’t expect them to allay fears
• Talk in terms of guaranteed side effects
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The worst case scenario• What’s the worst that can happen?
• Speak in percentages, but don’t expect them to allay fears
• Talk in terms of guaranteed side effects
• Use numbers (3 main risks, 3 main side effects)
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Reminder: Book a Discovery Call
Hello I’m Laura!
![Page 200: ESCRS 2014 Delivering World Class Consultations 4x3](https://reader034.vdocuments.site/reader034/viewer/2022051411/547e6170b479598e508b4b89/html5/thumbnails/200.jpg)
10 minute break
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!3. Closing
!2. Opening
!1. Greetings
Reverse Handover
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Handover Forward to Defence Examination Reverse Handover
Defence to Forward
Problem Recommendation Solution
DBM (PMI or FME) Handling Objections DBM (PMI or FME)
Concerns Concerns Addressed
Timing Timing
Trial Close Trial Close
Handovers (DEMO!)
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!3. Closing
!2. Opening
!1. Greetings
Options
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!3. Closing
!2. Opening
!1. Greetings
Money
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The LiveseySolar Consultation Process
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!!!!!
1. Greetings
The LiveseySolar Consultation Process
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!!!!!
1. Greetings
The LiveseySolar Consultation Process
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!!!!!
2. Opening
!!!!!
1. Greetings
The LiveseySolar Consultation Process
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!!!!!
2. Opening
!!!!!
1. Greetings
The LiveseySolar Consultation Process
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!!!!!
3. Closing
!!!!!
2. Opening
!!!!!
1. Greetings
The LiveseySolar Consultation Process
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Act Icon Scene Defence Midfield Forwards
1. Greeting Greeting X X XWarm up X X X
2. Opening Intent statement X X XDiscovery X
Information confirmation (IC)
X XExamination X X
3. Closing Recommendations X XReverse Hand-over (RH) X X X
Options XHandling Objections X X X
Money XEncore Ask for referrals X
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Last Chance: Book a Discovery Call
Hello I’m Laura!