In this solo episode of What's Best For The Patient Is Best For Business, Jerry dives into Part 2 of the Front Desk Selling Series, focusing on the power of permission-based questions during initial patient phone calls. This episode is all about sharing his expert insights on refining front desk communication to improve patient engagement and conversion.

Building on the foundational concept of acknowledgment (covered in Part 1), Jerry explains how permission-based questions help control the conversation while making the caller feel heard and valued. He breaks down real-world examples, demonstrating how to steer discussions away from premature cost inquiries and toward understanding the patient’s needs, ultimately leading to better outcomes for both the patient and the business.

Key Takeaways:

• Control the conversation by asking the most questions—the person guiding the dialogue shapes the process and results.

• Permission-based questions build trust by signaling active listening and putting the patient’s input at the center.

• Defer cost discussions strategically by acknowledging the question, then redirecting to the patient’s goals first.

• Practical scripts for front desk staff to seamlessly integrate acknowledgment and permission-based questioning into calls.

Whether you're a clinic owner, front desk staffer, or just looking to improve patient interactions, this episode is packed with actionable techniques to turn phone inquiries into scheduled appointments. Tune in, take notes, and start implementing these strategies today!

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