In this episode of the Ultimate Dental Podcast, Dr. David Moffet interviews Neil Osborne, a seasoned sales expert in the health and beauty industry. They discuss the importance of emotional selling, the difference between persuasion and traditional selling, and effective communication techniques for dentists. Neil shares insights from his extensive career, emphasising the need for dentists to understand their patients'emotional drivers and to ask thought-provoking questions to build rapport and trust.The conversation highlights the significance of adapting communication styles to connect better with patients and improve sales outcomes in dental practices.In this conversation, Neil discusses the importance of understanding different communication styles, particularly in the context of client interactions in the dental industry. He emphasises the art of persuasion, the significance of asking questions rather than making statements, and effective strategies for handling objections, especially regarding price.The discussion also highlights the need for dental professionals to focus on Key Performance Actions (KPAs) rather than just Key Performance Indicators (KPIs) to drive business success. Ultimately, building trust through effective communication is key to successful client relationships.What you will learn:[01:20] Introduction to the Podcast and Guests[04:10] Neil Osborne's Journey in Sales and Coaching[11:18] The Importance of Emotion in Sales[13:23] Persuasion vs. Selling: A New Approach[21:16] Understanding Patient Needs and Emotional Drivers[31:17] Effective Communication Techniques in Dentistry[34:43] Understanding Different Communication Styles[38:14] The Art of Persuasion in Client Interactions[42:02] Handling Objections with Confidence[44:45] Navigating Price Objections Effectively[52:45] The Importance of KPAs over KPIs[59:01] Building Trust Through Effective CommunicationTakeaways People buy with emotion and justify with logic. Successful sales involve understanding emotional drivers. Persuasion is more effective than traditional selling methods. Asking good questions can lead to better patient engagement. Salespeople often overload clients with information. Building rapport is crucial in patient consultations. Understanding communication styles can enhance interactions. Pre-suasion techniques can set a positive tone for consultations. Dentists should focus on the emotional importance of treatments. Effective communication can lead to higher patient satisfaction. Visual people are quick decision makers and respond well to assumptive closes. Persuasion is about asking questions, not making statements. Handling objections requires diffusing pressure and understanding client concerns. Price objections are often a public facade for deeper issues. KPAs focus on the actions needed to achieve business goals, not just the results. Effective communication can significantly improve client trust and satisfaction. Small details in client interactions can greatly influence their decisions. Building a partnership with clients leads to better outcomes for both parties. Listening more than speaking is crucial in client interactions. Differentiating oneself in the dental field is essential for success.Sound Bites "People buy 100% with emotion." "People don't need to know everything to buy." "Persuasion is the New Black." "Ask really good thought-provoking questions.' "You learn nothing when you do all the talking." "How would that make you feel?" "People like people who are like themselves." "People buy from people they trust." "The money's in the doing, not in the knowing." "KPIs are the result, but KPAs are the steps." "We need to put the client first."

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