When answering the phone, start with a SMILE, and then say "Thank you for calling Dr. Fusco's office at Lenscrafters. This is _________. How can I help you?".
Eye exam and pricing inquiries: Patients often shop around for eye exams over the phone. It is important to be helpful and conversational during these calls. If the caller is comfortable with the associate answering the phone and they seem helpful, the caller is more likely to schedule an eye exam.
The following are six things you should work into the conversation before hanging up without booking an appointment.
"How much are your eye exams?" Answer - "What is your insurance?" If they say their insurance does not cover vision, ask again. "If you would like, I would be happy to check your insurance anyway, many plans cover some routine services". They often believe their health insurance doesn't cover routine eye exams because they declined the vision plan offered by their company.
Tell them we have appointments seven days a week.
Recommend the doctors. ("The doctors here are awesome," "I see these doctors and I love them," "I bring my own family here," etc.) 50% of patients are recommended to a specific eye doctor. The ones calling to price shop, do not have a recommendation. Your recommendation might be the reason they book the appointment.
Ask for the appointment. ("Would you like to book that appointment?")
Tell them about Clarifye and one benefit of our Accuexam system.
As a last step for self-pay patients who don't want to book an exam, ask if they have AAA memberships and explain the related discounts.