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Personality Types and the Patient Consultation

Learn how to identify and adapt to different patient personality types to maximize effectiveness in consultations. Presented by Allergan Practice Consultant for educational purposes.

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Personality Types and the Patient Consultation

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  1. Personality Types and the Patient Consultation Presented by: Allergan Practice Consultant The following presentation is intended for educational purposes dealing with patient interactions and is not intended to encourage or influence the sale of products, services or procedures that are unnecessary for patient care. The practice healthcare provider ultimately determines and recommends all treatment plans.

  2. Objective Learn how to identify the 4 basic personality types. Determine how to adapt the consultation to your patient’s personality. Maximize your effectiveness with each customer type.

  3. Patient Types Security Low relationship Late majority Affiliation High relationship Early adoptor Actualizer High relationship Innovator Power Low relationship Early majority

  4. Characteristics Skeptical Detail-oriented Technical Not very interested in relationship sale Tough to influence, needs data Needs Availability Wants to know the practice Provider qualifications Guarantees & assurances Statistics Comfort from data Security Patient

  5. Security Patient Statements Can you provide me with more information about HA fillers? Are there any complications? Are there any side effects? How long is recovery? Where did the doctor complete his/her training? Will the MD perform the procedure? Where will the procedure be done? How many of these procedures has the provider done? These buyers avoid controversy and go away if something goes wrong.

  6. Affiliation Patient Characteristics • Very friendly • Family-oriented • Trusting • High on relationships Needs • First name basis • Close relationship • Emotional nourishment • Buys on “feel” • Follow-up

  7. Affiliation Patient Statements They will avoid confrontation and go away if something goes wrong. Your eye lashes look great, how do you do it? My friend came to you last month and she thinks you’re great. Do you know my friend Leslie Crane? These buyers need contact – they want that connection. They need to feel that you are genuinely interested in them.

  8. Actualization Patient Characteristics • Relationships are important • Can be influenced, wants to be up on trends • Bottom-line oriented Needs • Openness-sincerity • Bells & whistles • Acknowledgement of being first • Statistics • Personal development

  9. Actualization Patient Statements How quickly will I see results? I like trying new things. What is the latest technique being used? Do you have a before and after photo of a patient with my concern? Do you use this? They need to know others that you treat and need a sense of your credentialing. They will confront and ask for resolution, but not demand it.

  10. Power Patient Characteristics • Aggressive • Authoritative • Accomplishments • Requires recognition • Focus on self • Dominates conversation Needs • External approval • Recognition • Visibility • High profile service • Ceremony/protocol

  11. Power Patient Statements They need a consultant that exudes confidence. I want… My team/co-workers/employees look to me to… I have a meeting / event to attend and must look my best. My job requires that I look my best. Will Dr. Smith personally monitor my progress? This buyer will call you if there is a problem. They want a resolution and if it doesn’t occur to their satisfaction, they will tell friends and family.

  12. Responding to Patient Types? Establishes a higher closure rate. Provides a competitive edge. Results in higher quality relationships.

  13. Common Objections I have to “Check With My Husband” before I spend this much money. I can get the same procedure from another provider for “Less Money.” That “Price seems a Little High”. / Can you give me a “Discount?” I don’t know if I have the “Time” right now. I don’t know if it is “Worth It.”

  14. Close Tools/Personality Traits I have to check with my husband before I spend this much money. (Affilation/Actualizer/Security) Objection: Close Replies / Response Tools

  15. Close Tools/Personality Traits I can get the same procedure from another provider for less money. (Power) Objection: Close Replies / Response Tools

  16. Close Tools/Personality Traits The price seems a little high…can you give me a discount? (Power/Actualizer) Objection: Close Replies / Response Tools

  17. Close Tools/Personality Traits I don’t know if I have time right now. (Affilation/Actualizer) Objection: Close Replies / Response Tools

  18. Close Tools/Personality Traits I don’t know if it is “worth it.” (Security/ Affilation/Actualizer) Objection: Close Replies / Response Tools

  19. Summary As a professional, mirroring your customer’s personality type will result in: More time with the customer. Differentiating you from your competitors. A greater sales impact and the opportunity to increase product and procedure sales.

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