SETTING AND QUALIFYING THE APPOINTMENT THE PRESENTATION AND THE CLOSE
CAD - www.cadarm.org - 800-577-0265
If they ask, where are you located say, “We are a nationwide company with main
offices in Austin and Kansas City, and we have clients from California to Florida”
STEP 1 - [GETTING AROUND THE GATEKEEPER]
(Ask for the name in the “first name” field in Call Tools). If no name is listed say,
“Hi I was trying to figure out, who is your office manager or administrator?”
If they say the Dr handles all of that say, “The DR is too busy to handle all of the
accounts receivable and also work on patients, so who sends out your statements
and makes the follow up phone calls?” After they give you the name say, “May I
speak to them please?” If they say, “what’s this regarding?” “Just tell him/her my
name is ______________ and I’m an associate of Steve McCollum, Dr. McCollum’s
son, Thank you”… (If they ask again and keep pushing for the reason for the call, say,
“It’s a confidential financial matter, are they available now or should I call back later?”)
STEP 2 – [GIVING INTRODUCTION TO OFFICE MANAGER OR THE DOCTOR]
Hi my name is _with CAD, and the reason I’m calling is, we
work with “DENTAL, MEDICAL and CHIROPRACTIC CLINICS”, and what we do
is recover Accounts that haven’t paid you, but we don’t charge those expensive
33 to 50% fees like you’re paying right now, we actually do it for LESS than
10%.... Let me repeat that, our fees are less than 10% ______ all we'd like
to do is set up a short 5 to 10 minute call with you and the Doctor to show
you how we’ll collect a lot more money for you and at fees much lower than
what you’re paying right now. Which day would work best for you? Tomorrow
or the next day? (wait) Morning or Afternoon? (wait) complete appointment
with day and specific time based on your calendar.
Objection 1: “We already have a company and we’re happy”
“_______That’s exactly why I called because nobody’s happy with their
collection agency and giving away 33 to 50% of their money, your just busy,
and I can understand that…so let’s set a time when you’re not busy so we can
show you how we can save you 30 to 40 percent and collect 2 to 3 times as
much money. Now that’s worth a few minutes of your time.”
Objection 2: “We’re not interested”
“_______ What is it that you’re not interested in? (wait) Well I’m sure you care
about the Doctor’s money, and would like to save him money and get his accounts
collected for less than 10%, so for the Doctor’s sake, this is definitely worth a few
minutes of your time…so which day would work best for you?
Objection 3: “Could you just send us an email”
“We can certainly do that but since we’re not a one-size-fits-all company we’ll
need to do the quick meeting first and then we’ll send you a follow up email”
Objection 4: “We’re presently in a contract”
“There’s no such thing as a contract when it comes to collections. You can send
your accounts where ever you’d like. They’re your accounts.”
Objection 5: “We use a billing service”
“That’s great but a billing service is not a collection company and the ones they
don’t recover still need to be outsourced to collections and it’s your choice where
you send them, and we’re your best option at fees less than 10%.”
Objection 6: “We just work the accounts in house”
“That’s great and I’m sure you’re doing a great job but you are never going to get
them all because they know you can’t affect their credit.” You need us for leverage!
STEP 3 - [QUALIFYING THE APPOINTMENT YOU JUST SET]
“Great, just a couple quick questions before I let you go”
1. How many accounts do you need help collecting that haven’t been sent to a
collection agency as of yet and keep in mind we go back 2 years? ___ if they are
hesitant say, “just give me a ballpark. Would you say maybe 75 to 100 accounts?”
2. What is the total dollar amount on those accounts? ____ If they are not sure
say, “Would you guess $20,000 or $50,000?”
STEP 4 – [CONFIRMING THE APPOINTMENT]
"Now since this is such an important meeting I want to make sure the time we set is
solid as a rock and you won’t be with a patient and be able to be on the call for sure
and the Doctor can join in for just a few minutes. So is that time solid for you? OK
great, you’ll be talking with Steve McCollum so if you go ahead and put his name in
your appointment calendar that would be great. You ready? (spell my name for
them) and our company name is CAD. Did you get that all down in your
appointment book? Great, Steve will call you then, and please be sure to have your
accounts out and ready to go through so he’ll be able to show you which program
will best fit your needs.
_____________________
STEP 1 – THE 3 OPTIONS TO RECOVER A/R
Tell them, “Please go to www.cadarm.org and click on the
link, “Finding a Solution to Delinquent A/R”. Have them
print it out so both the Doctor and the office manager can
read through it with you. They must understand it!
STEP 2 – TAKE THEM THROUGH TEST MEDICAL SITE
Tell them, “Now let’s back space and go back to our home
page and then click on - Client Access. Type in “medical”
for the User ID and “cadarm18” for the Password and click
Login. Once in the collection software tell them to click on
“+Add Accounts” at the top left and show them how easy it
is to enter accounts, telling them the red asterisk fields are
required, and then click “create” to submit at the bottom.
Next tell them to click on “Accounts”, top left and show
them how they can quickly pull up all their accounts. Finally
show them how easy it is to enter any payments made to
their office by clicking on the account and clicking the
“Green “Payment Button” top right. Tell them, now click
on the “Products Tab” and that is where you can pause an
account and work out payment arrangements at your
discretion. By doing so you’ll be the hero coming to the
rescue to help them. You’ll be restoring the relationship
and get paid at the same time. Say, there are many other
great functions including various reporting that we’ll go
over later once they are set up.
STEP 3 – GO THROUGH THEIR ACCOUNTS WITH THEM
Find out there exact needs: (1) How many accounts they
need help collecting up to 2 years old? (2) What is the
average balance, are most of the accounts under $500,
$500 to $1000, or over $1,000? (3) How many new
accounts do they anticipate sending on a monthly basis?
STEP 4 – MAKE DECISION IF YOU SHOULD CLOSE NOW
If they have their accounts ready and you went through
them and all the decision makers including the Doctor are in
the meeting continue to “Step 5” and close the deal. If their
accounts are not ready to go in the appointment tell them
to go to www.cadarm.org home page and click on “Pricing”
at the top telling them we need to know their specific
needs in order to determine pricing. Tell them to fill it out
in the next few days and enter your name as CAD REP.
ALWAYS set the 2nd Appointment to get them set up before
getting off the phone and on that day you will continue
with “Step 5”. EXCEPTION: If you determine you will never
get the Doctor in an appointment but you’ve gone through
the accounts with the office manager continue to “Step 5”.
STEP 5 – CLOSE AND HAVE THEM PURCHASE ACCOUNTS
Tell them to go to www.cadarm.org home page and click on
“Services” at the top. Next tell them to click on the 1st
picture that says “Purchase Accounts Now”. Now have
them click on the program that coincides with their typical
balance sizes. Then read through the program on the left
and then have them choose the number of accounts they’d
like to get started with based on their need that was
discussed, encouraging them to get set up on one of the
programs that comes with the GUARANTEED 200% Return
on Investment. Next have them finish through the check
out process and tell them the corporate office will contact
them ASAP with their USER ID and PASSWORD so they can
start submitting their accounts.
CLOSING TOOL – remember we need to give them a reason
to buy today so if they are procrastinating tell them we are
offering a 10% discount if they get set up by Friday. Then
give them the promo code “10disc” and tell them to enter
it during the check out where it says “Apply Coupon”.