Want and Buster
Team handout
Sample scripts and role-play
Break into pairs and take turns playing each role in this sample script. Practice paraphrasing in your own words.
Then use the instructions below to build your own sample scripts to overcome the most common objections you hear from clients:
Sample script: Parasite conversations
Here’s how to approach pet owners about parasite prevention when they first enter your veterinary practice:
You: ood morning, Mrs. Smith. I see you’ve brought Buster in for his annual wellness exam with Dr. Cares. Before our techniG cian Elizabeth takes you to an exam room, I have a few questions to update Buster’s medical record. First, how often does
Buster receive heartworm prevention?
Option 1:
Client: give it monthly.
I
You: hat’s great, Mrs. Smith. Buster’s so lucky to have a pet
T
parent who takes such good care of him. Do you need any product refills today?
Note: f the client bought a package of preventives six
I
months ago and says she doesn’t need refills at her visit, this may indicate the pet isn’t receiving regular prevention. If a dose has been missed, remind clients that prevention could make the pet sick and a test is necessary. Option 2:
Client: I think I might have missed a few doses.
You: understand. Today is a great opportunity to get Buster
I
back on a prevention program. And we’ll start with blood work today to test for heartworm infection. Then the doctor will evaluate Buster and help you choose the best products to keep Buster healthy and parasite-free.
Next, create your own script. To start, take five minutes as a group to discuss the scripts you need most in practice. Ask yourself: What are the questions we hear most in practice? What client questions stump us? Are there any products or services we want to promote, such as year-round parasite preventives?
Once you’ve chosen the scripts you want to create, break into pairs again and use these steps to create your script:
1.
Sample scripts and role-play
Break into pairs and take turns playing each role in this sample script. Practice paraphrasing in your own words.
Then use the instructions below to build your own sample scripts to overcome the most common objections you hear from clients:
Sample script: Parasite conversations
Here’s how to approach pet owners about parasite prevention when they first enter your veterinary practice:
You: ood morning, Mrs. Smith. I see you’ve brought Buster in for his annual wellness exam with Dr. Cares. Before our techniG cian Elizabeth takes you to an exam room, I have a few questions to update Buster’s medical record. First, how often does
Buster receive heartworm prevention?
Option 1:
Client: give it monthly.
I
You: hat’s great, Mrs. Smith. Buster’s so lucky to have a pet
T
parent who takes such good care of him. Do you need any product refills today?
Note: f the client bought a package of preventives six
I
months ago and says she doesn’t need refills at her visit, this may indicate the pet isn’t receiving regular prevention. If a dose has been missed, remind clients that prevention could make the pet sick and a test is necessary. Option 2:
Client: I think I might have missed a few doses.
You: understand. Today is a great opportunity to get Buster
I
back on a prevention program. And we’ll start with blood work today to test for heartworm infection. Then the doctor will evaluate Buster and help you choose the best products to keep Buster healthy and parasite-free.
Next, create your own script. To start, take five minutes as a group to discuss the scripts you need most in practice. Ask yourself: What are the questions we hear most in practice? What client questions stump us? Are there any products or services we want to promote, such as year-round parasite preventives?
Once you’ve chosen the scripts you want to create, break into pairs again and use these steps to create your script:
1.