Nuvia Rebuttals

Nuvia Rebuttals

Call Back — Beginning of the Call / Busy (Pre-Discovery)

“I can call you back but I'm not sure we can even help you. Tell me real quick, how many teeth are you missing?”

Call Back — Middle of the Call (Mid-Discovery)

“Yeah, it will only take a couple more minutes, in fact, I think you would be a great candidate.”

Timing Rebuttal - YES

“I totally understand. I know you mentioned — (main reason) was really affecting you on a day to day basis, do you still want to get that taken care of?”

If Yes

“Ok great, I know we can help you fix, (main reason). Now I know you said not right now, but I would hate for you to miss out on this voucher, normally our consults are $350, but the voucher covers the full cost and gives you that 10% discount for the future, when the time is right. Let me help you reserve one of those for when you are ready for treatment. Are you more available at the beginning of the week, or towards the end?” (Go into scheduling script)

Timing Rebuttal - NO

“I totally understand. I know you mentioned — (main reason) was really affecting you on a day to day basis, do you still want to get that taken care of?”

If No
“Ok, can I ask what is stopping you from taking the first step toward fixing — (main reason), and changing your life?” (Find the real objection)

Where are you located?

“We have centers across the US! Where are you located?”

CUSTOMER TELLS YOU….

RESPONSE - “Great, we see patients from that area all the time!”

I live too far away

“We have patients travel in from other states and even other countries, and they do this because we eliminate up to 15 appointments and give you your permanent set of teeth in 24 hours. It’s 100% worth the trip and with the voucher we are giving out today, it will cover the cost of the consultation.”

Trying to schedule weeks away

“Hey, I know that arranging calendars can be difficult and you mentioned how much this is affecting your life so I want to reserve this voucher for you and it would need to be redeemed by ________. I can do that by just putting you on the calendar for a date you think works best, and if an emergency comes up, we are happy to accommodate. Looking back at our calendar, do mornings or afternoons work better for you?”

Beginning of the Call — Cost Script

“That is a great question. I just need to get a better understanding of your situation first. How many teeth are you missing?”

Concern: “I don’t think I can afford it.”

“We have seen many patients who felt the same way and it turned out we were able to work something out for them. It really just comes down to meeting with our doctor to see what we can do for you.” (Redirect back to flow)

How much does this cost? (Deflections)

Deflection 1
“The cost can vary widely depending on a number of factors including your bone structure, the surgery, and the materials that will be needed. We would need to get you in for a consultation so we can evaluate your situation, get you a quote and go over our payment plan options with you.” (Redirect back to flow)

How much does this cost? (Deflections)

Deflection 2
“That’s the main reason why we do the consultation, is to get you a quote for the procedure. We would just need to get you in to get evaluated and see what your options are.” (Redirect back to flow)

How much does this cost? (Deflections)

Deflection 3
“There are a number of factors that can affect the cost, so we don’t really know what it will cost for you, but we will definitely address that in the consultation after we evaluate your situation.” (Redirect back to flow)

How much does this cost? (Deflections)

Deflection 4
“May I ask what’s holding you back from coming into a complimentary consultation to get the answers you are looking for?” (Redirect back to flow)

Does Nuvia take dental insurance? 

“Insurance companies view dental implants as a cosmetic procedure so they help very little. But we do have a voucher that gives you 10% off any treatment you decide to move forward with, which is better than anything your insurance would cover anyway.” (Redirect back to flow)

Coordinating a Ride - Doesn’t Have A Car or Ride

“How do you normally arrange to go to your doctor appointments?”

Lead Responds

“Okay, I just want to make sure I can get that voucher reserved for you today, so let’s go ahead and find a time that will work with your schedule and that way, it will give you plenty of time to arrange that ride

Coordinating a Ride - Doesn’t Have A Car or Ride

“How do you normally arrange to go to your doctor appointments?”

Still Wont Shedule

“Okay I know this is really important to you, and we only have a couple of those vouchers left, so let’s get you scheduled and then we can move as needed when you get with your ride. Looking back at my calendar, would you like to do morning or afternoon?”

Needs to Check with Work

To accommodate our busier patients, we do have availability during lunch time, early in the morning or later in the afternoon. What would work best?”

Needs to Check Calendar

“Okay, go ahead and pull that up, I’m pulling up mine right now as well.”

Needs to Talk to Spouse

“Okay let’s go ahead and find a time that works best for YOU right now. Do mornings or afternoons work best for you?”

Lead responds with time

“So let’s schedule the appointment for that time, and because we understand how difficult it can be to rearrange schedules, we do offer a $100 gift card for actually bringing your spouse with you.”

Hail Mary for Scheduling Conflicts (Spouse / Ride / Work / etc.)

“Hey, I know that arranging calendars can be difficult. You mentioned how much this is affecting your life so I want to reserve this voucher for you and I can do that by just putting you on the calendar, and if an emergency comes up, we are happy to accommodate. So let’s just get you on the calendar and if anything changes, we can adjust.”

Deposit Objection — Clarify

“So, you’re not paying for the consultation. The voucher will cover the cost for you. The $89 is just to hold your spot on the calendar to ensure everyone shows for their appointment and we can do that with a debit or credit card whatever works best for you.”

Deposit — Scam / Uncomfortable

“Since we are limited in the amount of people we can see each day, when someone schedules an appointment and doesn’t show up it is unfair to everyone else that is seeking treatment. When you come in, the first thing we do is refund that deposit to you. Most of our patients use a debit or credit card, what works best for you?”

Deposit — Doesn’t Have $89 / No

“Oh I gotcha, sometimes when I hear that, it may be something else holding you back, like you’re nervous to come in for an appointment or you’re nervous about giving your credit card over the phone. Is it one of those?”

Deposit — Driving Objection

“Okay, no worries, I'm just taking some notes for the Dr, so I’ll wait until you find a safe spot to pull over.”

REBUTTAL FRAMEWORK 

[Name] I have seen this procedure change lives and so I just want to ask honestly, is it the [insert objection] or is there something else holding you back?”

Circle Back to the why & Challenge the Objection“

Earlier on you explained to me that you were [insert their why]. The consultation is the first step to solving the issues you are currently facing, and I don’t want [OBJECTION] to stop you from potentially changing your life. The deposit is just there to make sure everyone shows up for the consultation because we are very busy. Once you come in, we refund it right back to you. We can even do that on a credit card, whichever one works best for you.”

Addressing Medical Questions (Script)

“That’s a great question. We have treated many patients with various conditions and have learned it is very important for us to get a complete history of your situation. When you come in for your consultation we will review all of that information with you.”

Don’t the implants need to heal before you attach the prosthetic?

“That’s a great question. They will be able to answer that question for you in great detail in the consultation.” (Redirect back to flow)

Do you do Single Implants?- DO NOT PROVOKE

“Here at Nuvia we focus on full mouth restorations. That being said, we can see how we can help you”. (redirect with clinical question)

If brought up again, and patient states they only needs single implants DO NOT SET

What materials are used?

A: “That’s a great question, the clinical team is best qualified to answer that kind of question for you during your consultation.” (Redirect back to flow)

How can you do permanent teeth in 24 hours? (or other prying clinical question)

A: “That’s a great question, the clinical team is best qualified to answer that kind of question for you during your consultation.” (Redirect back to flow)