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Patient Prism's Dental Industry Blog

Here you'll find hundreds of articles and video interviews with dental industry experts on the topics of DSO and practice growth, dental software, call-tracking technology, patient experience and artificial intelligence fueling the dental industries ability to treat more patients and change lives.

Your Tone of Voice Matters More Than You RealizeNew and existing patients call because they want dental care.

The tone of your voice makes a big difference in whether they schedule an appointment.

Click here to download the free guide ›

The 7-38-55 Rule

UCLA professor Albert Mehrabian’s research determined communication is composed of three important elements: spoken words, tone of voice, and body language. 

How do these 3 compare when it comes to their impact on sales?

  • 7% spoken words

  • 38% tone of voice

  • 55% body language

Screen Shot 2022-08-08 at 5.45.07 PM“Wait--body language?
They can’t see me over the phone.”

Your body language does matter because it is reflected in your tone of voice. And over the phone, your body- and mind-influenced tone carries more than 38% of your sales weight. 

Because TONE is SO important, here are 6 tips for improving your tone on the phone.

DO THIS with your body just before you answer each call: 

  • Take a breath 
  • Sit up 
  • Smile 
  • Turn off or tune out distractions 

DO THIS with your body: 

  • Check yourself in the mirror Does your face appear bored, frustrated, or sleepy?

    Then, change it by sitting up and smiling. Sip water, breath, stretch…whatever it takes to energize and focus on the task at hand.Screen Shot 2022-08-08 at 5.44.58 PM

DO THIS with your mind as you say hello: 

  • Imagine a VIP is on the other end of the call
  • Believe your supervisor is listening to the call
  • But most importantly, put yourself in the caller’s shoes because the caller could be terrified of going to the dentist and even of calling you

DELIVER THIS with your tone as you speak: 

  • Friendliness 
  • Energetic eagerness to help 
  • Empathy for the caller’s needs and concerns 
  • “Can do” attitude 
  • Competence 

DO THIS with your body and mind: 

  • Lean in 
  • Actively listen to spoken words 
  • Actively listen for unspoken concerns 

PROACTIVELY erase thoughts like these: 

  • “Here we go again…” 
  • “They can leave a message.” 
  • “They’ll call back.” 
  • “Argh, I don’t have time for this.” 
  • “What do they expect from me?!”

    REPLACE them with thoughts like these: 
  • “Cool, here’s a call with an opportunity to fill our schedule.” 
  • “If I answer this now, I’m more likely to make a sale.” 
  • “I’ve got this!” 
  • “Phone calls are the engine that grows our practice!” 
  • “Oh good, I get to make another win for the team.” 

 

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More training resources regarding TONE:

Complimentary Expert Advice For Dental Practices

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Instantly increase new patient revenue by 30% on average.

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