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Touring Healthcare

Understanding & Revealing Peace-of-Mind. Touring Healthcare. First Impressions. 20 seconds Either positive or negative. First Impressions. 55% VISUAL 38% VOCAL 7% VERBAL. Control what you can control!. Pre-tour walk-through Reception area . . . a nd reception?

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Touring Healthcare

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  1. Understanding & Revealing Peace-of-Mind Touring Healthcare

  2. First Impressions • 20 seconds • Either positive or negative

  3. First Impressions 55% VISUAL38% VOCAL7% VERBAL

  4. Control what you can control! • Pre-tour walk-through • Reception area . . . and reception? • Hospitality and creature comforts • Informal signage • Smell? • Carpet? • Elevator? • Activities?

  5. SIT-TOUR-SIT “Blah, blah, blah!” “How am I going to pay for this?”

  6. Understanding the situation

  7. What equates with peace-of-mind? • What does she expect to see? • What does she see? • Where else has she been? • Who are all of the decision-makers? • What is the decision timeframe? • Identify 3-5 features & benefits

  8. The TOUR • Show her how it works • Use features and benefits to customize the tour

  9. Features & Benefits • Feature? • What IS it? • Benefit? • What does it DO for my customer? OR • What does it MEAN to my customer?

  10. Trial Close

  11. Summarize Key Benefits “Mrs. Stewart, we saw the ladies preparing garlic mashed potatoes and ribeyes for tonight’s dinner.”

  12. Summarize Key Benefits “Mrs. Stewart, we saw the ladies preparing garlic mashed potatoes and ribeyes for tonight’s dinner.” “You can rest assured that your aunt will enjoy these familiar, homemade foods &feel right at home here!”

  13. Summarize Key Benefits FEATURE BENEFIT “Mrs. Stewart, we saw the ladies preparing garlic mashed potatoes and rib-eyes for tonight’s dinner.” “You can rest assured that your aunt will enjoy these familiar, homemade foods &feel right at home here!” “How does that sound?”

  14. FEATURE BENEFIT TRIAL CLOSE

  15. Summarize to Reinforce Value Wrap up the tour by repeating 2-3 key benefits in a single summary statement Use a TRIAL CLOSE to gauge the customer’s receptivity. Address final details back in your office, where there is privacy and fewer distractions.

  16. Result: Your service has a DISTINCT IDENTITY and SPECIFIC BENEFITS that the customer can relate to her individual needs and expectations. Understanding “how it will work in my situation,” your customer perceives real VALUE.

  17. Can you CLOSE? • What is her body language? • Are there objections you have not addressed? • Is another visit necessary? • What needs to happen next? • Can you offer assistance in getting it done? • Health assessment is a move toward commitment • Identify next contact and gain permission

  18. Happy dance!

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