Ethical Selling

To kick off my theme of Ethical Selling this week, here is an outline of how we define this term at the Dental Business Club.
Ethical Selling encompasses the following:

  • Telephony
    • Becoming polished at answering FAQ’s
    • Selling the first appointment
  • Reception
    • Welcoming the new patient
  • Working with and remunerating treatment co-ordinators
  • Building rapport during first appointments and review meetings
  • Establishing the patients desired outcomes
  • Listening to and appreciating the patients concerns
  • Building and presenting the treatment plan – in layman’s terms
  • Discussing payment options
  • Overcoming concerns and objections to treatment and price
  • Ethically closing the sale
  • Creating referrals
  • Managing the sales performance of other fee-earners

Ethical selling case study:

Blueapple Dental and Implant Team, Northern Ireland

The process of ethical selling involves building rapport with new patients, understanding their desires and outcomes, careful treatment planning and also the successful conclusion of a conversation relating to payment options.
In addition to this, it is also necessary to very carefully manage your “pipeline” of potential new patients – those who have had a treatment plan delivered to them but may not have yet reached the conclusion to proceed to treatment.
Working with James and Sony Hamill and the team at Blueapple presented a unique version of this problem as a very significant proportion of their patients were actually enjoying “dental tourism” by travelling across the border from Eire into Northern Ireland to enjoy the price advantage of a currency differential.
Working with James, Sonya and the team we ensured that everybody within the practice understood the ethical selling process but more importantly it was necessary to implement some sophisticated management systems so that when potential new patients left the building and travelled back across the border the practice could maintain contact with them and help them to reach a purchasing decision further down the line.


Published by

Chris Barrow

Chris Barrow has been active as a consultant, trainer and coach to the UK dental profession for over 20 years. As a writer, his blog enjoys a strong following and he is a regular contributor to the dental press. Naturally direct, assertive and determined, he has the ability to reach conclusions quickly, as well as the sharp reflexes and lightness of touch to innovate, change tack and push boundaries. In 2014 he appeared as a “castaway” in the first season of the popular reality TV show “The Island with Bear Grylls”. His main professional focus is as Coach Barrow, providing coaching and mentorship to independent dentistry.