Understanding their outlook and motivation
As part of the interview, ask the customer about their feelings towards hearing aids to determine their attitude towards them. Some people may be more open to wearing hearing devices, while others may resist them because of the perceived stigma, associated cost, or other factors. Provide information about hearing aids and equipment, models, price range, and technology. Reassure them that hearing solutions will improve their hearing difficulties and enhance their life, while being encouraging and sensitive to their concerns.
At this stage in the process, you’ll want to provide information and advice. Gently identify any objections and try to clarify what’s at the root of their concerns. Be ready to answer any questions, including questions about price points. Keep in mind that your goal here is an exchange of information. You’ll provide information about hearing aid options, while gathering more details about the client’s specific circumstances and possible objections. This is not a sales pitch.
Assessing their lifestyle problems
When discussing the impact of their hearing loss and their lifestyle needs, it is worth using a document like the Client Orientated Scale of Improvement (C.O.S.I.). The C.O.S.I. is one of the most powerful tools available to encourage emotional engagement with each customer, and it is imperative that you handle it well. As part of this conversation, use words like when, where, how, why, encouraging them to provide details about their hearing challenges and frustrations. Listen carefully to their answers. Even if you feel like you have heard it all before from other clients, this may be the first time this person has vocalized their problems.
Answering your questions may be emotional for your customer. Let them know you’re listening, and ask thoughtful, respectful questions when following up.
Ensure that you cover each problem area intensively and capture all details. Recording this information in your practice management software allows you data access throughout the customer journey. Auditdata’s Manage solution allows you to keep careful records and quickly get an overview of each customer’s history and details.
By following this protocol, you can better understand their specific issues and possible objections. This approach will allow you to engage with your customers more deeply and, ideally, build a long-term relationship with them.
Use the information you have gathered until now, and remember to use this actively when doing the examination and when you present the solution to the customer. It is all about ensuring that you give a personalized experience and keep the clients in the center at all times.