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ROC Weekly Marketing Minute
Using an Admissions Script to Gain More Rehab Clients
Your admissions team is often the first point of contact a potential client has with your rehab facility. They are responsible for setting the tone of the interaction, providing a sense of hope for the future, and obtaining the appropriate information for admission.
You probably already spend a lot of money to generate leads, so having an effective admissions process is an important final step to help you realize the benefits of all your marketing efforts. Using an admission script and properly training admissions staff can help you convert leads and build the reputation for your business.
Benefits of using a script during admissions
Here is a list of benefits you can realize when implementing a script into your admissions process:
Provides a starting point
During an initial call to your admissions line, one of the most challenging parts is likely to be the beginning of the conversation. By using a script, your employees can make a strong first impression and know the proper ways to lead the conversation, build trust, and promote engagement. An effective script can reduce the number of potential leads you lose with ineffective first conversations.
Improves effectiveness and speed
A script can provide a checklist of important information that needs to be mentioned or gathered in a call. This can help your admissions team hold the attention of the caller, qualify them, inform them about the program, and close the call effectively and quickly.
Once you create an effective script, your entire admissions team can use it. This script can help you duplicate the most effective ideas and approaches from the strongest members of your team. This can help ensure everyone is following the same protocol, making the same offers, and maintaining the same tone on admissions calls.
Your team can maintain the same level of professionalism, help provide important information in the right way, answer questions similarly, and stay on-brand throughout the conversation by using a script. It can also help improve their chances of sounding confident and certain in your program.
By having an effective script for your admissions team to learn and work off of, you can help reduce the stress they feel to perform in their role. Following best practices can help them prepare for effective communication, help set guidelines for them to follow, and help them have clear ideas of what a successful call involves.
If your admissions script is professional and well-prepared, you are more likely to impress and build a relationship with the caller, explain your program in an effective manner, sound professional, and set the tone for the rest of the experience.
Helps overcome objections
Every business has a list of common objections they expereince from their target customer or client. By having all admissions staff use a script to overcome these objections, you can help your team respond in the most effective way.
Key aspects of admissions scripts
Having an admissions script involves more than explaining the program and admitting the client. Here is a list of other aspects important to consider for an admissions script:
Inviting the potential client for an assessment
Referrals to partner rehab centers
Important questions, including those about insurance and funding, or pre-existing mental and physical health issues
Pre-qualification of the potential client
Appropriate reactions to a crisis call
Responses and techniques for handling an angry client
Details about your different programs
Answers to common questions and objections
Example admissions script
Here is an example admissions script you can use for your own rehab facility.
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