Handling The Shopper Call: “How Much Does It Cost?”

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“How much does it cost?”

This question can often be the first thing a caller will ask.

This one initial question causes the Front Office Person to prejudge the caller as “a shopper”.


They immediately let the caller know the fee straight away, presuming the caller cannot possibly afford the treatment, and then hurry the caller off the phone.

The “Shopper “is the name some practices give to the caller who dives straight into the question, asking about how much something costs.

It is often assumed they have called numerous other Dental Offices for their “price”.

But, what if you are the first Dental Office they have called?

Do you presume too quickly they are after the cheapest fee and have no appreciation for the quality Dentistry you have to offer?

Why not do this:

Next time a “shopper” calls I want you to think about them differently.

Have you ever thought the caller has asked how much it costs because they don’t know what else to ask?

Next time a caller asks how much it costs, don’t dismiss them as a “shopper”.

Why not ask them some questions to determine what else they need to know?

You do need to find out why they have rung, what the caller believes they need and how you can help them.

Without this information first you should never immediately tell them the fee.

You have the opportunity on this first call to ask questions to find out more about them and develop rapport and trust.

Building rapport with the caller allows you to then build concern and urgency so your belief as to what they need becomes their belief.

Once the caller really believes they need treatment and you are the one who can help them, then they are very likely to understand the value of your fee and make an appointment.


This blog will feature simple practical ideas that are easy to implement tomorrow in your Dental Office, impacting immediately on your Patients’ Dental  Phone Experiences, and ultimately, improving your practice profitability.

At present I have availability for two new private clients. For more information on how I can improve your Dental Office’s Phone Numbers contact me, Jayne Bandy at  jayne@theDPE.com

About Jayne Bandy

I am a creative and thoughtful person, who is passionate about people and developing life skills.
This entry was posted in Customer Service, Dental Consultant, Dental Front Office, Dental Management, Dental Phone Excellence, Dental Practice Management, Practice Management, Uncategorized and tagged , , , , , , , , . Bookmark the permalink.

One Response to Handling The Shopper Call: “How Much Does It Cost?”

  1. Jayne, you said the magic word. Rapport. We must engage the caller and get to know them and their needs, and then we can better serve the patient while at the same time setting ourselves apart as a practice with a compassionate team that truly cares.

    Liked by 1 person

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