Client: "Hi, I just wanted to know how much your appointments cost."
Admin Response:
“Of course! May I ask what you're looking to see the Exercise Physiologist for?”
(Let them explain – e.g., “My knee has been sore for a while.”)
Then respond with:
“Our Exercise Physiologists see a lot of people with similar issues. Your first session would be an initial consult, where we go through the history of your concern, complete some mobility tests, and build a plan to get you moving better.”
“That session is about an hour and is priced at [see price list]. This can vary if you're using Medicare, private health, or other funding options like NDIS or WorkCover.”
“Follow-up sessions are 30-minute one-on-one appointments, and pricing again depends on your funding type — I can go through those options with you if you like!”
Client: “What does an Exercise Physiologist do?”
Admin Response:
“Our EPs design tailored exercise programs to help treat or manage injuries, chronic conditions, or even just to improve general movement and strength.”
Client: “How will they help me with my [back pain, shoulder, etc.]?”
Admin:
“That depends on your specific situation — our EPs start with an initial consultation to learn about your history, assess movement, and determine what types of exercises or stretches will help you.”
Client: “But what exact exercises will they give me?”
Admin:
“The exercises are completely tailored — they vary based on your condition, mobility, and goals. If you'd like, I can have one of our Exercise Physiologists give you a quick call to chat more specifically about how they might help you.”
Client: “What makes you different from other EPs?”
Admin:
“Our EPs genuinely care about their clients and take the time to really get to know them. They stay up to date on the latest rehab research and focus on building programs that work for each individual. Clients often tell us how supported they feel through their whole rehab journey.”
Client: “Would you recommend them?”
Admin:
“Absolutely! Our clients speak really highly of our EPs — they’re not only knowledgeable, but also great at keeping people motivated and accountable.”
Client: “Should I be seeing a physio or an EP?”
Admin Response:
“That depends on your situation. Physiotherapists tend to focus more on hands-on treatment and manipulation, especially right after an injury. EPs use exercise and movement-based treatment — they help manage injuries through rehab plans tailored to your recovery.”
Scenario 1: Injury within 48hrs, can't move joint well:
“If it’s only been a couple of days and you’re really limited in movement, we usually recommend seeing a physio first. After a week or two, once it’s settled a little, we can book you in with one of our EPs to build a longer-term movement plan.”
Scenario 2: Injury 1–2 weeks ago, some movement:
“If you’ve had the issue for a couple of weeks and you’ve got some movement, our EPs are the perfect people to help get you moving better and managing your pain. They see this type of thing all the time.”
Client: “Hi, I need to cancel my appointment.”
Admin Response:
“Thanks for letting us know. Your Exercise Physiologist was looking forward to seeing you — is there another time we can rebook you for, even if it’s a bit earlier or later in the week? We’ll do our best to find a time that works for you.”
Client says they're “too busy”:
“I completely understand — life gets hectic! If it’s just the appointment time that’s tricky, I’d be happy to help find one that suits you better. It’s really important to prioritise your own health too.”
If they’re still unable to rebook:
“No worries — how about I pop you on our priority list? That way, if something opens up that suits your schedule, I can give you a call right away.”