It’s time for a review of using correct verbiage! Hopefully you are already used to using happy verbiage, so this review should be a breeze! But just as a refresher, please fully read selected segments from the original training!

Unhappy verbiage often:

·         Creates a negative tone, puts a wet rag on the situation often unnecessarily

·         Tells the patient what can’t be done

·         Can have a subtle tone of blame

·         Doesn’t often stress what CAN happen

·         Doesn’t communicate a willingness to help

·         Can hinder your WOW factor like a ninja

·         Can cause frustration or stress for the patient

Happy verbiage often:

  • Maintains a positive tone and impression for the patient

  • Doesn’t steal from your friendliness or cheerfulness

  • Tells the patient what CAN be done in their situation

  • Proves a willingness to help

  • Is encouraging and proactive

  • Makes the patient feel like you have their best interests in mind

  • Perpetuates a sense of trust, resulting in continued or restored trust in PVC

  • Heaps a whole lotta WOW factor on the patient, making EVERYBODY happy!

Common happy verbiage includes:

  • “Absolutely…”

  • “It’s my pleasure...”

  • “Definitely…”

  • “What I would like to do for you is…”

  • “I would be happy to…”

  • “I understand…”

  • “I’d like to put you in touch with our expert…”

  • “It looks like…”

  • “Your vision plan will contribute $____, saving you $_____!”

  • “You have a $150 frame benefit that we can use today!”

  • “Your vision savings plan has great benefits that we can use!”

  • What are others that you can think of?

 

Which words are YOU using? Remember, commit these preferred “YES” words to your memory and make a habit of using them ALL THE TIME! Even if you hear your fellow team members slipping up and using a “NO” word, you are responsible to keep YOUR words on point!

 

Feel free to make flash cards, post the YES words or even this chart in a visible area so you can practice, or ask to practice with a friend. The sooner you get in the groove with happy verbiage, the easier it will be!

 

As you go through these trainings and begin your career as an optician, make sure you practice using only happy verbiage in your patient interactions. Doing so will make this new role a lot easier to learn and be successful in. In the end, the patient gets what the Doctor prescribes, they have the best eyewear we could provide, and we have fulfilled out mission to make a difference in their lives while supporting our business. It is a win-win for all! :D

end of module.