Page 1 of 1

GP Appointment Capture and New Client Acquisition Module

Complete the following questions after you have finished the "Appointment Capture and New Client Acquisition" Module. These questions are required to be completed as part of the VRCE program.

Harness the Power of Your Practice's Phone - Inbound Calls

Write down 3 questions you could not answer over the phone that the client asked you. Ask your manager if you should know the answers to these questions routinely or if they should normally be directed to a doctor or technician.

How can you use your words over the phone to turn phone shoppers into clients?

Review the steps to taking an emergency call. What are the important touch points?

Please detail three (3) ways that you will apply what you've learned from this course on your next shift working at your hospital or three (3) things you will do differently on your next shift.

Introduction to Appointment Capturing

Make a list of products or services that your hospital sends reminders for. Become familiar with when those specific reminders are sent.

Use a timer to time client calls that result in an appointment being booked. What do you notice about these calls, and how long do they take? What is a key way to minimize this time?

Please detail three (3) ways that you will apply what you've learned from this course on your next shift working at your hospital or three (3) things you will do differently on your next shift.

Managing Rechecks, Reminders and Recalls

List notes from the five steps of "How to Schedule a Recheck Appointment”. How can you apply these steps in your hospital?

Discuss with your veterinarian(s) about the types of appointments that require a recheck reminder to be set before the client leaves the building. List those here.

Please detail three (3) ways that you will apply what you've learned from this course on your next shift working at your hospital or three (3) things you will do differently on your next shift.

New Client Acquisition

Create a list of items you think should be in a new client/information binder. Talk to your Hospital Champion about why you think certain items should be included. Update your binder as appropriate.

Take a picture of your favorite thing in your CSR binder and post it in the “VRCE General Practice Study Group". Title the post “Favorite CSR Binder Item” and record the date of the post here.

What should you do when a client declines a specific service, test, diagnostic, or medication to you as a CSR?

How do you practice “wowing” clients on their first visit?

Please detail three (3) ways that you will apply what you've learned from this course on your next shift working at your hospital or three (3) things you will do differently on your next shift.

Intermediate Appointment Capture

"Hello, this is Dan Simon, and my cat, Cheeto, has been crying today about something. I feel kinda silly even calling you, but he doesn't usually do this. Am I crazy? What do you think it is?"

Using what you learned in this course, how would you use the 4 steps to book this appointment?

In what ways do you suggest an appointment to a client?

What are some ways to shorten your time on the phone with a client to schedule an appointment?

A non-client, Mr. Mallory, called to see how much an annual exam is at your hospital. He usually sees the veterinarian down the street. How would you turn this phone shopper into a client?

Post within the “VRCE General Practice Study Group" some ways that you can “wow” your existing client base as well as win over new clients to offset the 15-20% of clients that your clinic will, on average, lose within a year. Label this post "Win New Clients" and record the date of your post here.

Please detail three (3) ways that you will apply what you've learned from this course on your next shift working at your hospital or three (3) things you will do differently on your next shift.

When you are satisfied with your responses, select the "SUBMIT" button, and then you will be able to select the "COMPLETE & CONTINUE" button.