In this instructional video, Kelly Alhooie trains front‑desk or intake staff at a cash‑based pelvic/physical therapy practice on how to respond to common money objections during phone calls. She explains that callers can be either emotional or logical buyers and provides tailored scripts for each. The training emphasizes framing the practice’s cash model as a way to deliver higher‑quality, results‑driven care that insurance‑based models cannot provide, highlighting the practice’s LSR method and its outcomes (eliminating pain with intercourse and leakage). Kelly advises asking callers about the urgency of their problem, using that information to create scarcity (waitlist, last‑minute openings) and motivate booking. Throughout, she offers multiple phrasing options, emphasizes empathy, and stresses the importance of positioning the practice as patient‑first rather than insurance‑driven.
Chapters
All right guys, so in this lesson we are going to talk about a money objection that you will get when answering the phone. So here we go. Hi, I just called my insurance and they won't cover out-of-network benefits, so how much do you cost? And you're going to say your price, so maybe $200, $230, and then they go, oh wow, that's too steep. This part is where we acknowledge it because the objection of why they're not coming in is Money. So when they have a money objection, I'm going to actually speak to that because there's 2 different buyers. There's an emotional buyer and there's a logical buyer. If someone is logically trying to figure out how much it's going to cost, they may say, okay, so $230 a visit, that's going to cost me, um, like $2,760 for 12 sessions. Wow, that's a lot of money. Well, then we need to speak to that objection because they are a logical buyer. I can't just go, yep, that's it. Like, they'll go bye-bye. So we have to break it down on what that $2,760 is actually going to do for them and how it's going to actually change their life. So there's many different options. So option number one is, um, let me ask you, This, would you like insurance to be in charge of your care, or would you like to be in charge of your care? That's very direct, but sometimes people need, need that. And sometimes they're like, oh, okay, wow, that may stop them in their tracks, and maybe it may make them think. And this is another thing. We can also say this when they say, wow, that's too steep. Here's option number two. Totally understand. Most people here have insurance, and that's a great question. This is why they go, "Oh, I will do what these other people are doing because most people actually have insurance and they still come here." Wow, that must be a great practice, right? So totally understand. Most people have insurance that come here. That's another way to answer that. And then, oh, we get this question all the time. This is such a great question when they ask about ad network and how much money it is. That's another way people ask questions because they are scared that they are going to get spammed. Remember that? So that is why they are scared to give you $2,000. Also, what I would say is. Unfortunately, insurance doesn't cover in a way that we deliver treatment to get you the best results, and if we took insurance, we would have to deliver the treatment in a way that wouldn't allow you to get the results to decrease pain with intercourse. So we would rather put the patient first instead of being dictated by how we deliver care based on insurance. Let me ask you this, Sally. What is your urgency here? Ask them that. That's a very important question. What is their urgency to get their problem solved? If you want, you can go ahead and check out other places. We know most people in network, because we're a very close-knit community, we know most people in network, the care that you're going to be getting is going to be, um, guided ultrasound Or maybe some biofeedback, and it's going to be a lot of treatment that's going to be based on the table instead of based on your function. Because we know, Sally, that you want to get back to having no pain with intercourse and no leakage, and that requires us to do really higher-level functional tasks once we kind of move through our method. And we know by seeing thousands of people with this condition That with our very specified LSR method, we can get you from having leakage right now and pain with intercourse to not having leakage, um, and, uh, no pain with intercourse. So you'll— we guarantee that you'll never return back to the state that you are in currently right now. How does that sound? Let them talk. Okay. And then here's another way I like to answer this. For us and our clients, um, for us and our clients that we are working with, this has been a problem, and it's been a problem for way too long. They waste tons of time, they waste tons of money, they go to all these different doctors' appointments, and their problem never gets solved. And because of that, and because of our proven method, we have helped a lot of people, and we realized that we didn't want to base our treatment based on what insurance wants us to do. And we'd rather have a proven method and do what we know gets you the results the fastest. Okay, so I'll say that. So Sally, my question is to you: How urgent is is this to get your problem solved or not? Because if it's not urgent, then I would say go check, go check around. As long as you have a couple months to spare. They can probably help you. If this is urgent and you truly want this problem fixed, then I would say you have found the right place. We do have a waitlist, and just so you know, if you want to come in, we can put you on the waitlist, and we would be happy to take you off the waitlist once we have an opening spot. But just so you know, we can go ahead and book you on that right now. So you can say something like that to create urgency to get them kind of in the door. And then you can say, oh wait, I found a spot on the schedule. We just had a last-minute cancellation. Can you actually come in at this time and this date? And then put them on the schedule. Okay.
