we have already talked about fulfilling the doctor’s prescription Being key in providing the best patient care. There are times where a patient might not be on the same page as the doctor, or you, when it comes to buying glasses. THis can happen for various reasons. knowing how to respond to patient pushback will be the key to your success as an eyewear stylist.
So, how do we respond? What happens if you have a patient who comes out and asks for their prescription right away? What happens if you have a patient who says the cost is too much? What happens if a patient says they don’t like transitions?
This training will go over how to respond to these situations and more. It’s easy to read these responses and move on, but what WILL you say when the patient is sitting in front of you, slightly uncomfy, and waiting for you to respond to their request/question? The best possible response doesn’t easily roll off the tongue-rather it is regularly practiced! Take sincere time to fully read and memorize your own versions of push back responses-our patients are counting on you!
Patient asks for prescription:
Of course, I will print that right now for you. Can I ask where do you usually get your glasses? (They say lens crafters) Can I also ask how much do you usually spend there? (They say $400) Thank you for sharing that with me! I just want to let you know your benefit is really amazing, and I could get you glasses under that mark here. It would be exactly what the doctor prescribed, and if anything happens with the prescription you know we will take care of you here. Does that make sense?
Patient says no due to cost:
(Please note: wait for the patient to tell you the cost is too high! If they give you the face where it looks like they think it is a lot, don’t assume they don’t still want to get the glasses. If you lower the cost before they say the cost is too high you are working against yourself.) I totally understand. What range were you aiming to stay within for your glasses cost? (They were thinking about $150) I can totally do that for you! (You will usually need to make some tweaks to the lenses to fit within a different price range. Make sure not to compromise the patient’s eye health, and go over any changes with the patient.)
I don’t get glasses here because you guys are too expensive:
I hear you. We sell glasses that are the highest of quality because our patients have expected that of us. However, we have glasses in a variety of budget ranges. Can I ask what dollar range are you looking to be in for your glasses? (Between $400 - $500) With your benefits I can get you the glasses the doctor prescribed and be under that cost for you. How does that sound?
I usually select my frames with my wife/husband:
I hear you. What we can do is grab a couple frames that we like and then take some pictures and send them to your spouse. How does that sound?
I want these glasses, but I just can’t afford them right now:
(Don’t back off the cost until you do this pushback) Have you ever heard of Care Credit? (No) Care Credit is a great company that works with medical companies, and we are one of them. They give 6-12 months no interest on purhcases. I am happy to help you apply and get approved today. How does that sound?
Why do they cost so much?:
It’s important to NOT assume that this question implies the consumer doesn’t want to invest in the glasses; it’s often more “What am I getting in ‘VALUE’ for my money?” When you go for the “It’s the best quality” or “We have a package starting at $$!” you may confuse or insult the consumer. It’s really a simple question and easy to answer without feeling uncomfortable or salesy.
a. “Pat, does that seem like it’s costly? “YES!”
b. “The lenses include the same treatments as the lenses you were examined with;
c. I’ll explain, you ask questions and I’ll help you with your decisions;
d. Foremost, I want you to leave happy about your new glasses;
e. Your lenses mimic the exam lenses. They eliminate distractive reflections, thin out the lenses, and they also adapt from clear to dark outdoors, and back to clear indoors;
f. These features MATCH the exam lenses, to provide you with safety, protection, preservation of vision, and comfort, just as Dr. ___ prescribes for all patients;
g. Is this what you are expecting from your lenses? “YES! I’m just shocked at the cost!”
If after this explanation the cost is TOO high, is it too high to pay at once or is it more than they want to pay, period? Recall that they can “Pay for the glasses over 6 months without interest to make it stress-free?” IF it’s more than they want to spend, adapt dialog below to help them buy your affordable eyewear.
I just want a glasses quote!:
Often, this is a statement made so the consumer doesn’t feel obligated to buy if they don’t like the price; it let’s them off the hook; it helps them maintain some control in a position where they can’t simply look at the price tag without help, and make a decision to buy or not to buy.
What, specifically, do you list on the quote? List the retail frame {Ballpark between mid-range and lower-range, without going through the time to find it now) , list the retail lenses in ONE price that includes the AR, Index, and Transitions or Polarized, then same with the discounted price for frame and lenses and then circle the savings; this is known as comparative value; what would it have cost, what’s it going to cost, and what’s the SAVINGS.
What do you say after you show them the quote? “Jim, is this savings in line with what you were hoping for?” If they say yes, it’s NOW time to help them with a frame and if they say “NO!” ask: “What range were you hoping for? I’ll work it so your lenses MATCH the exam lenses, exactly and without compromise, would that be good for you?”