Course curriculum

  • 1

    1.1 ELITE CULTURE & COMPASS ALIGNMENT (30 MIN)

    • Espire Anthem Video

    • Espire Culture Playbook

    • DAILY HUDDLE: Why an Elite Huddle Matters

    • DAILY HUDDLE: Start Your Huddle Right

    • DAILY HUDDLE: Huddle with Purpose

    • ESPIRATION FOUNDATION: Whitening Services Overview

    • ELITE ESPIRE VERBIAGE

    • What Verbiage do YOU think is BETTER?

    • Espire Verbiage Printout
  • 2

    2.1 PICK UP WITH PURPOSE. PHONE SKILLS TRAINING

    • Download and Print ONE Copy (for each LEADER only)of: Phone Ring to Relationship Leadership Guide

    • Pick Up with Purpose

    • Phone Ring to Relationship Introduction

    • The Heart in Your "Hello": What Your Emotions are Saying

    • Say Their Name: A Small Habit. A Big Impact

    • Empathy They Can Count On: From "Okay" to Understood

    • 1. EMPATHY IN ACTION: TEAM ACTIVITY (5 Minutes)

    • Empathy Activity: 1.1 Fear of Anxiety About the Procedure

    • Empathy Activity: 1.2 Embarrassment About Oral Health

    • Empathy Activity: 1.3 Financial Concerns

    • Empathy Activity: 1.4 Past Negative Dental Experiences

    • Empathy Activity: 1.5 Pain or Discomfort

    • Empathy Activity: 1.6 Self-Consciousness About Appearance

    • LEAD WITH WARMTH: CONVERSATION & COMMITMENT (3 MINUTES)

    • What NOT to Say: Switching Your Script

    • Filler Words: Switching Your Script

    • 3. FILLER WORD FLIP (2 MINUTES)

    • 4.1 TECHNICAL TERM TAKOVER (2 MINUTES)

    • 4.2 TECHNICAL TERM TAKEOVER: ANSWERS & CONVERSATION (2 MINUTES)

    • Minimizing Language: Switching Your Script

    • 5. DROPPING DIMINISHING DIALOGUE (3 MINUTES)

    • Why ESPIRE? Communicating the Value of YOUR Care

    • 6. WHY WOULD YOU CHOOSE YOUR PRACTICE? (2 MINUTES)

    • Hear to Help: Putting the Patient in the Spotlight

    • Finding the "YES" Turning Limitations into Options

    • 7.1 THE "YES" QUEST (2 MINUTES)

    • "Can I Get In Today?" Answer

    • 7.2 THE "YES" QUEST: TEAM COLLABORATION SESSION (3 MINUTES)
  • 3

    2.2 QUESTIONS ARE THE ANSWER: OVERCOMING OBJECTIONS

    • Download and Print Question Cue'd Team Activity Playbook

    • Questions are the Answer

    • Primary Interest: What the Patient Wants

    • Emotional Motivation: What Matters Most to the Patient

    • Primary Concern: What the Patient Is Avoiding

    • Why ESPIRE? Communicating the Value of YOUR Care

    • The Law of the Herd: People Want to Do What Other People are Doing

    • Finding the "YES": Turn Limitations into Options

    • Openers and Closers: From Monologue to Dialogue

    • Echo and Explore: Connection Starts with Curiosity

    • Say Their Name: A Small Habit. A Big Impact

    • When to Ask and When to Honor: The Difference Between Objections & Conditions

    • Putting It Together: Conversation Framework for Patient Objections

    • QUESTION CUE'D INTRO & INSTRUCTIONS

    • How Long Is This Going to Take?

    • How Long Is This Going to Take. Possible Questions

    • Is This Going to Hurt?

    • Is This Going to Hurt? Possible Questions

    • I Need to Talk to My Partner/Think About It

    • I Need to Talk to My Partner/Think About It. Possible Questions

    • Do You Have Any Appointments on Saturdays?

    • Do You Have Any Appointments on Saturdays? Possible Questions

    • Necessity Concern

    • Necessity Concern. Possible Questions

    • Cost Concerns

    • Cost Concerns. Possible Questions

    • Bargain Hunter

    • Bargain Hunter. Possible Questions

    • Insurance Coverage

    • Insurance Coverage. Possible Questions

    • Do You Take My Insurance

    • Do You Take My Insurance. Possible Questions

    • Join Insurance List

    • Join Insurance List. Possible Questions
  • 4

    2.3 PHONE FLOW FORMULA

    • 1. Download and Print: B.E. R.E.A.L. Activity Playbook

    • B.E. R.E.A.L. Overview

    • B.E. R.E.A.L. Activity Instructions

    • B. Begin with an Authentic Greeting

    • B. Examples

    • E. Explore the Primary Interest, Primary Concern and Emotional Motivation

    • E. Examples

    • R. Reveal Value

    • R. Examples

    • E. Establish a Confident Scheduling Path

    • E. Examples

    • A. Address Objections and Concerns with Empathy

    • A. Examples

    • L. Leave with Authentic, Personalized Goodbye

    • L. Examples
  • 5

    2.4 PAYMENT OPTIONS (80 MIN)

    • HFD for CareCredit (30 MIN)

    • CareCredit for Espire (50 MIN)
  • 6

    3.1 BEHIND THE BENEFITS RCM TRAINING (3 HOURS)

    • Behind the Benefits Learning Guide

    • Behind the Benefits Training Presentation

    • Session One: Dental Insurance (81 MIN)

    • Session Two: The RCM Cycle (90 MIN)