1. Opening & First Impression
Script:
“Hello, this is [NAME] from Effect Exercise and Rehabilitation. How can I help you today?”
Key points:
Write down their name as soon as you hear this. Using names builds trust and rapport
Warm but direct → “How can I help” invites the client to share their problem
Smile when talking: Changes vocal tone, Increases clarity in voice, builds connection easier, controls pace of conversation.
2. Acknowledge & Redirect from Price → Problem
Client typically asks about cost early (skip this step if they don't)
Script:
“Hi Jane, i'll certainly run you through the costs. Just so I point you in the right direction, can you tell me a bit more about what's going on?”
Key points:
Acknowledges question, but Controls the conversation (Booking principle: People buy solutions, not prices)
Positions you as a guide, not just admin
Information gathering (triage) → Ensures correct service recommendation
3. Empathy + Problem Clarification
Script: eg. Client with back pain
“That doesn’t sound good, Jane. Sounds like you’re having trouble with things like bending or moving because of your back pain, is that right?”
Key points:
Empathy → Validates their concern and client feels understood
Mirroring → Repeats their problem to show understanding (Trust builder “They get me” moment)
4. Reassurance + Authority
Script:
“We see this quite a lot. The good thing is our practitioners help people improve this all the time and get them both moving and feeling better"
Key points:
Confidence and social proof→ “We can definitely help” reduces uncertainty
Outcome-focused → Moving better, feeling better
5. Triage Question (Service Direction)
Script:
“Have you seen anyone for this yet? Like a physio or and Exercise Physiologist?”
Key Points:
Doesn't require clinical knowldege (easy triage question)
Creates opportunity to educate or build off clients prior experience/expectations
Positions you as the guide in their decision-making
6. Simple Education (EP vs Physio)
NOTE: Not needed if client asks for a specific service
Script:
“No worries, so generally:
PHYSIO'S are often seen early after an initial injury and can help with diagnosing a problem
EXERCISE PHYSIOLOGY can help when something has been hanging around for a while and you need to build strength or move better again."
Key points:
Reduces confusion (very common barrier) with simple language → avoids overwhelming the client
Guides decision indirectly → not pushy, but directional
7. Guided Recommendation
Script:
“Based on what we have discussed, it sounds like [Physio/EP] would be a really good place to start"
Key Points:
Clear recommendation → People want to be guided and the choice be personalised to their situation
Reduces decision fatigue (keeps the client's decisions at a minimum)
8. Soft Close Before Price
Script:
“Do you have any other questions, or would you like me to run through how we get started?”
Key Points:
Assumptive close → Moves toward booking naturally without saying "BOOK NOW"
Gives control to client, rather than feeling pressured to make an immediate booking
9. Price Explanation (Value Framing)
Script: eg. client asks about costs
“So your first appointment we allow for a 60-minute session.
Your practitioner will go through your history, assess what's going on to create a personalised plan to help you imporve and get started straight away.
That appointment is $195, and depending on your cover you may get a rebate
Follow-ups are $95 and go for about 30 minutes.”
Key points:
Value before price → Justifies cost
Clear structure (no over-explaining creates a confident tone)
10. Direct Booking Close
Script:
“Would you like me to book that in for you?”
Key points:
Clear call to action. Simple yes/no decision
11. Booking Confirmation
Script:
“Great — our next available appointment is on [Date] at [Time]. How does that sound?”
Key points:
Assumptive scheduling → moves forward efficiently
Reduces friction in call → gives a clear option instead of open-ended choice
12. Details Collection
Script Flow:
“I’ll just take a few details so we can confirm your booking and send reminders.”
Full name
Date of birth
Phone number
13. Reinforce Decision + Practitioner Match
Script:
“Great, You’ll be seeing [Practitioner], who will help you with your lower back pain.”
Key points:
Reduces anxiety about who they’ll see
Personalisation → always link back to problem or why they are booking in
14. Logistics (Location + Access)
Script:
“We’re located at 278 Argyle Street in Moss Vale, right next to Subway. There’s parking out the front and also at the rear.”
Note: Always check to see if a person needs disability access
“Do you need any disability access?”
15. Final Close
Script:
“Thanks for your time, Bob. We’re looking forward to helping you move better and feel better. We’ll see you on [Date] at [Time].”
Key points:
Positive outcome framing
Warm, human ending