Step 1: Pre-Call

FRONT DESK SCRIPT:

1. Hello, is [Contact Name] available?

2. Hello, I wanted to speak to your [DON, Admin, Exec Director, Nurse, Doctor, Office Manager, etc.] - are they available perhaps?

3. I am with a infectious disease lab and wanted to share more with _____ about our PCR testing and complementary services that I think they will find of great benefit.

TAKE A MESSAGE SCRIPT:

1. Is there any way you can send me to their voicemail or provide me with their email?

2. When is the best time for me to call back to get in touch with him/her?

3. My name is _______ and I am calling from Precision Health, concierge boutique lab. My number is ___-___-___. And please let him/her know its about a really unique [Insert Test Type (resp, covid, uti, wound)] program.

4. What is his/her name so I can ask for him/her next time?

VOICEMAIL SCRIPT:

Hello, My name is _______ and I am calling from Precision Health. We are a new concierge boutique lab based out of Nashville. I would enjoy the opportunity to meet you in person for a brief 15 minutes or so. Please call me back at ___-___-___ and we can find time to connect. Thanks and have a great day, [contact name]!

DECISION MAKER SCRIPT:

BEGINNING:

Hello, My name is _______ and I am calling from Precision Health, concierge boutique lab that specializes in infectious disease. Is this a good time to talk now for just a few minutes or should I scheudle a time/appt with you later?

MIDDLE:

Oh good, the question you're probably asking yourself is "how can your lab help me?" and we of course have a boutique of lab services, but what really makes our lab different is our service offerings. But before I dive into that, do you mind if I ask you a few questions to see if we are a good fit or not?  

END: (Goal: Set up F2F meeting)

Do you have time next week that we can really review, I can bring test kits and all. Is there a date/time that would work best for you?

Well let me get your email and I will send you a meeting invite.

QUESTIONS TO ASK: (Refer Step 7 to Qualifying Questions)

1. What are the most common lab test that your [facility/office] order?
2. What does your lab ordering process look like?  
   1. Are you working with any labs currently? 
   2. Where is [XYZ lab] located?
3. What is your current turnaround time?
4. What about your current process would you like to see improve?
   1. TAT
   2. Cost (any stat pick ups?) 
   3. Prompt Pick Ups
   4. Testing Accuracy
5. Who is in charge of your ordering? 

AGREEMENT QUESTIONS:

1. Have you seen that before?
2. Could you see this to be of value?
3. Is this one of your most common issues? 
   

PHS GENERAL SERVICES:

• PCR Testing: All PCR, the gold standard due to accuracy.
• Concierge Service: Complementary on-site/in-home testing and courier/pick-up programs.
• TAT: 24-48 hours for all lab tests.
• Results: Automated patient results via online portal.
• Infectious Disease: Infectious disease physician available for consult.
• 7 days/week: Our lab operates and our concierge services run weekends as well.
• Customer Service: Our customer service Is exceptional.
• UTI Report: Antibiotic Sensitivity Reports
• CREDIBILITY: We have a partnership with TN Department of Health across all 95 counties in the state of TN