treatment acceptance scripts - mckenzie...

McKenzie Management www.mckenziemgmt.com [email protected] 1.877.777.6151

Treatment Acceptance Scripts

Trust and the benefits of the treatment are the most important factorsthat influence a patient’s buying decision.

877-777-6151www.mckenziemgmt.com


SCRIPTS: TREATMENT ACCEPTANCE

Why Develop A Script?

Planning the structure of what you are going to say to a patient increases the chancethat you will get the result you are looking for. Depending totally on your ability to thinkon your feet puts you at risk when trying to reach the objective of what you are about tosay.

The key to writing good scripts is to use words, phrases and questions that tend to workmost often with patients in getting them to react the way you want and then learninghow to use them in a way that comes across like they just came off the top of yourhead. Scripts help us to maintain control of the conversation, keep it on track and take itto the point of getting a positive reaction, which is your ultimate objective.

If there are no scripts, different team members will say different things, therefore you willnever know which words, questions or phrases are the most effective. Preparing scriptswill enable the majority of personnel, who may have average skills, to raise their level ofperformance through the use of a script that has already proven to be effective.

Although scripts provide a guide for a simulated conversation, the patients shouldalways feel they are having a natural conversation. They should never feel they arebeing read to. In normal conversations, people take turns speaking to each other.

Scripts must provide opportunities for the other person to talk. Use definitive words suchas definitely, “We definitely need to re-evaluate that upper right side”, Absolutely, “Iabsolutely agree with you”, Let me recommend, “Let me recommend that Mary, ourhygienist, show you the bleaching technique you’ve been reading about”, “Certainly, Iwill tell Dr. about your concern with the crown”, I assure you, “ I assure you that you’ll beout by 4:00”. The idea is to project assurance and credibility.

Bring the team together and decide as a group what terminology you think will be mostsuccessful. Try more than one word or phrase. Tape record your attempts, play themback for the group and decide together what will work best for your patients.


Overcoming Resistance To Acceptance

Not now.

After presenting the treatment plan, the patient says, “I don’t want to buy at this time. Iwant to think about it.” The key word is buy.

“Mrs. Brown, waiting will not lower the cost and you could be enjoying the benefits of abeautiful new smile now. I know, from talking to you, that you have been thinking aboutmaking a change for the better for a long time. Let’s do something now for that smile ofyours.”

I want cheap.

After presenting the treatment options, the patient says, “I want to go with the cheaperoption of the partial denture.” The key word is cheaper.

“Mrs. Brown, replacing your missing teeth with implants provides long term benefits andis often the most cost effective way to go. The bone will be preserved with the implantsand will be like having new teeth. The partial has to be removed to be cleaned,adjusted, and will have to be replaced in 5 to 7 years on the average and sometimessooner because it loosens the teeth it is attached to. Your retirement is not far off.Surely, you would want to go with the best long-term value.”

I can wait.

After presenting a treatment plan for a three-unit bridge, the patient says, “I can chewon the other side for now. It’s no problem. I can wait.” The key word is wait.

“Mrs. Brown, the bridge will restore your ability to chew normally. Chewing on one sideof your mouth will cause stress on your jaw, which could result in further breakdown ofthe teeth and possibly jaw pain related to the joint being overstressed. Waiting will notlower the cost and will cause undo damage to the teeth on the other side. Let’s not waitfor this to happen.”

I am afraid.

After presenting the treatment plan for veneers on six upper anterior teeth, the patientsays, “I don’t want any of my teeth ground down. I am afraid of shots.” The key word isafraid.

“Mrs. Brown, I assure you that Dr. Smith will be using the veneer technique that will notinvolve any preparation of the teeth or anesthetic. We will take an impression and somestudy models (molds) of your teeth to send to our lab. We can also have a model of theveneers made so that you will be able to see what they will look like before we finish


them. Several of our patients are very pleased with the results of this technique, as youcan see by these testimonials and photos.”

Wait till it breaks.

After presenting the treatment plan for two single crowns, the patient says, “The teethare not broken, so I want to wait until they break before I get them fixed.” The key wordis break.

“Mrs. Brown, they may not appear broken to you, but, you have old defective fillings justbarely holding the teeth together. There may be decay under these fillings that we cannot detect with the radiograph. This decay, if allowed to remain, will further weaken theteeth and possibly enter the pulp chamber causing more costly and extensive treatment.The crowns are recommended in order to save them. Let’s get them fixed now, beforethey fall apart on your vacation.”

Can’t justify expense.

After presenting the treatment plan for an occlusal (night) guard, the patient says, “Ineed to think about this right now. I just can’t justify the expense.” The key word isjustify.

“Mrs. Brown let me help you justify the expense. If you continue to “grind” your teethwhile you sleep, the teeth will continue to get “shorter” which in time will result in a“collapsed bite”. Let me show you a picture. You will also continue to put stress onyour jaw joint which can cause headaches, jaw pain, and loosened teeth. For the smallprice of the night guard, you can prevent a lot of expense and discomfort in the future.We can get started now.”

Think about it.

After presenting the treatment plan for four quadrants of scaling and root planing withArestin (antimicrobial), the patient says, “I have to think about this, I didn’t think I was insuch bad shape.” The key word is think.

“Mrs. Brown let me assure you that you are not in “bad shape.” This procedure isnecessary to get you into better shape than you are. As you can see by theradiographs and the photos, your gum tissue needs help. Think of it as an illness thatneeds therapy and an antibiotic to get better. We have had excellent results with ourtherapy so let’s get you scheduled today.”

No job.

After presenting the treatment plan for a one hour Whitening Technique andreplacement of stained, chipped composite resins on teeth 8,9,10, the patient says, “Iwant to look good, but right now I am unemployed and don’t have much money.” Thekey word is unemployed.


“Mrs. Brown, I can understand how you would want to look good especially on future jobinterviews. Dr. Smith presented you with the option of veneers on these teeth, whichwould be a nicer, esthetically pleasing result. Here is the comparison of the prices andthe possible outcome. The whitening will brighten up your smile by removing theyellow, aging look. Removing the old composite fillings and replacing with the newimproved materials will make a positive difference. This will give you more confidence tosmile. This option is the least costly and I am confident that you will like the results. Inthe future you may consider the veneers.”

Increasing Acceptance With Financing

No cash.

After presenting the treatment options, patient wants to buy but says, “I am short ofcash. I don’t think I can afford to go ahead at this time.” The key word is cash.

“Mrs. Brown, you will not need cash to get started. Many of our patients are able to goahead with the treatment because they can make affordable monthly payments.According to my computer, you can get your treatment done and make a payment ofabout $102.00 a month to get started. I just need the answer to a couple of questions toget started today. The company that we recommend is CareCredit. Let’s get you on theway to a beautiful new smile.”

Can’t afford.

After presenting the treatment option, the patient says, “I just can not afford thetreatment now.” The key word is afford.

“Mrs. Brown, I know from speaking to you, that this treatment represents a biginvestment for you, but, by taking care of it now, you will save money from much largerdental expenses in the future. We can offer you affordable monthly payments of about$124.00. I need the answer to a couple of simple questions to get you started today onthe way to your beautiful new smile.”

Increasing Acceptance With Insurance

No insurance.

After presenting the treatment options, patient says, “Will my insurance cover any of myveneers?” The key word is cover.

“Mrs. Brown, the coverage for this treatment is different for each policy and depends onhow much your employer wants to pay for the benefits. The information that I was ableto get from your representative tells us generic veneers are covered at 50% up to a


maximum of $1500.00 a calendar year. However, the coverage does not apply tocosmetic veneers. You are changing the color and shape of your teeth because youwant to improve your appearance. The teeth are not chipped, broken nor do they haveold, worn composite fillings. You will be able to use your benefits to cover other servicesduring the year like exams, professional cleanings and any necessary x-rays, but not forthe cosmetic veneers.”

Can’t decide.

After presenting the treatment option for an implant supported bridge, the patient says,“If I decide to have the bridge without the implant, would my insurance cover that?” Thekey word is decide.

“Mrs. Brown, the fee for the bridge is $3200.00 and your insurance will probably cover amaximum of $1,000, assuming that you haven’t used it for any other treatment this year.The deciding factor is the esthetics that you are concerned with when choosing theimplant or the bridge. A bridge cannot prevent bone deterioration. In the future, you willneed additional, more costly procedures to create the natural look that you want. Themost cost effective and esthetically pleasing choice is the implant.”

When presenting treatment plans for implants it is beneficial to point out the long-termhealth benefits of implants.

“Mrs. Brown, you are making an investment in your overall health which includes yourappearance, the function of your teeth and the well-being of your body. Congratulationson your wise choice today.”

For more information on McKenzie Management’s Treatment Acceptance TrainingProgram call 1.877.777.6151 or email [email protected] or visit our web-site at www.mckenziemgmt.com.

treatment acceptance scripts - mckenzie...

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