Handling Common Objections in Medical Office Sales

In the fast-paced environment of a medical office, office managers are often swamped with tasks. Sales representatives need to be both empathetic and strategic when approaching them. Here’s a guide to handling common objections effectively.

Scheduling Meetings with Busy Office Managers

Office managers are always on the run, making it challenging to schedule meetings. When proposing a meeting time, ask when they are usually available:

• "When do you usually schedule meetings like this?"

If they provide a specific time, respond with:

• "(The day/time they said) would be ok for me. I will just stop in, and we can look over it together. If they are not available, I can leave information, and we can set up a proper time to have a consultation. How does that sound?"

This approach is flexible and respectful of their time constraints.

Addressing Multiplicity of Service Providers

When an office manager mentions they are already doing everything you suggest, inquire about the number of different companies or products they are using:

• "How many different companies or products are you using to do all of that?"

Upon learning they work with multiple companies, highlight the benefits of consolidation:

• "You are not alone in having many different companies working with you. We have learned it is so much more beneficial and efficient when these tools come from one company. What do you think the benefit of having all those services under one roof would be?"

Tackling Time Management Issues

Understanding their pain points related to staffing and time management can be pivotal:

• "What is taking up the most time for your staff right now?"

After identifying their primary time-consuming tasks, offer a solution:

• "I heard you say that (their answer) takes up a lot of time. Fortunately, the tools I provide will give you more time for those tasks. We eliminate and digitize many functions that save time and free up your staff. When can I show you how we can help?"

Managing Accounts Receivable Challenges

For practices that claim they do not have accounts receivable problems, dig deeper into their billing process:

• "What is your billing process?"

Compliment their current system and suggest improvements:

• "I am impressed with how well that operation is running. Practices like yours often use our tools to build upon their success and get to a place where they never send another bill to a patient. How do you see that improving your process?"

For those with uncollected patient balances, explore their current handling of insurance leftovers:

• "What do you do when there is still a balance left over from insurance?"

Propose a streamlined solution:

• "With our CoF option, you can eliminate this frustration by charging the remaining balance to the card on file, matching your approach to expecting payments on the day of service. How would you compare that to your current process?"

Addressing Technological Concerns of Older Patients

If a practice believes their older patients don’t use technology, empathize but provide counterexamples:

• "What about our solution do you think is not applicable to your older population?"

Reassure them with real-world evidence:

• "Many practices that felt the same found their older patients liked paying balances online or through text. Sometimes family members handle these payments. This is about offering more options without changing the current payment methods. How do you think expanding payment options will help your patients?"

Handling Security Concerns for Credit Card Storage

When concerns arise about storing credit card information, ask about their specific worries:

• "What do you think patients will be concerned about?"

If they mention security, provide detailed reassurance:

• "Not only is Vivid Health fully secure and encrypted, cards are stored in our secure system, not locally. Our security measures, including Encryption, PCI Compliance, and Penetration testing, ensure patient information is safe. How comfortable do you think your patients would be with these controls in place?"

If the concern is about unexpected charges, explain the control patients have:

• "Patients can pre-approve payment for charges up to a specific amount, maintaining control over potential charges. How does that sound?"

Overcoming Refund Concerns

For issues related to overcharging or incorrect charging, discuss their current refund handling:

• "How do you handle refunds when this happens today?"

Offer a hassle-free solution:

• "With our system, you have 90 days to charge balances after insurance pays, and refunds are easy to issue without any cost. How does this compare to your current process?"

By addressing these common objections with empathy and clear solutions, sales representatives can effectively engage with medical office managers and demonstrate the value of their services.

VH Sales Resources Overcoming Common Objections.pdf.pdf