The Closing Institute Monthly Coaching Call

June, 2021

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Veronica: Very good. I’ll go to you then. There we go. We have a really good consultation that I wanna share with, um, everyone today. It’s actually a second opinion for a patient that came in needing Full-Arch treatment. Um, [clears throat] the patient you’ll see… hey, Dotty.

Dotty: Hello.

Veronica: You’ll see, uh, in the consultation recording, the patient says that she went and had a cleaning done at her dentist a really long time ago. Um, they basically said that her teeth need to go, she needs to be put in dentures. She went to ClearChoice for a second opinion. So now she’s getting a second-second opinion from, um, Doctor Mann’s Office. So this is Dr. Mann. Um, where are they located, Danny? Do you remember?

Danny: Outside Austin.

Veronica: So they’re outside of Austin, Dr. Mann’s office. Uh, so it’s-it’s a really good consultation because you’ll see how Brenda does a really great job triaging and, um, throwing price out right upfront. And how we talk about financing 401K and all the different options at the end with the bundles and closing the case. So, um, like I said, it’s a really great consult. Let’s just go ahead and get started here. Um, I’m going to mute everybody’s microphones for now just so we don’t have, uh, feedback. Uh, so just give me a second to mute all. And then once we’re done, I will go ahead and unmute you. If you have any questions during this time, feel free to write in the chatbox any questions, or any comments, um, and then I’ll try to get to them during the-the video. If not, we’ll get to it at the end.

Dotty: Okay.

Veronica: All right. So muting here.

[mouse clicking]

Veronica: All right, does everybody see my screen? Nod your head if you do. All right [laughs] thanks. All right, let’s do this.

Brenda: So overlooking your questionnaire, it shows that you have a few missing teeth, multiple teeth.

Copeland: Yes.

Brenda: Okay. And then, obviously…

Copeland: What I did is…

Brenda: What happened?

Copeland: I had not go to the dentist for about 2 years because of a lot of things that is going on. And so then I went for a cleaning and never got the cleaning because she said that I’m diabetic and I have, uh, uh, bone loss and different things. And it-it gotten to the point in that two years that she said I had 3 teeth that was good teeth. But that there was no bone holding them in.

Brenda: Correct.

Copeland: And I had a couple of cavities and then I had one that needed a cap taken off and-and done and put back on. But she said that the duration of my, uh, bone was so bad that that was just… that wasn’t really going to fix it and their recommendation was pulling everything with, uh, some kind of denture.

Brenda: Okay. And what happened from there?

Copeland: Well, from there, I went, uh, to, uh, ClearChoice.

Brenda: Okay.

Copeland: And because I really would like to have, uh, implants, if I can afford them, instead of dentures. And, uh, I had a whopping amount, which I-I was expecting not quite as much as I said…

Brenda: [chuckles]

Copeland: …but I was expecting it to be expensive.

Brenda: Okay.

Copeland: But I wanted to get a second opinion on, uh, what could be done. They gave me a couple of options. But I wanted a second opinion.

Brenda: I understand.

Veronica: So did everybody hear what she said? She basically said that, um, “I went to ClearChoice. It-it was expensive. It was kind of in the ballpark but I just want to get, uh, a second opinion.” Right? Okay.

Brenda: So how much did they charge you? Like 57,000? [laughs] [sniffs]

Copeland: Uh, [laughs] yup, pretty close to it. [laughs] If I got the full-full thing but then they went down to 450[?] implant, uh, here. Regular dentures here, and that was like 27.

Brenda: Okay. So around 27 grand.

Copeland: Yeah.

Brenda: But it was 27,000 for implant-supported denture? Was that a fixed or removable that snapped on?

Copeland: Uh, you know, I didn’t ask them because…

Brenda: Because that sounds about the price range.

Copeland: …they call… they call me later because I had told them that I wanted to get ano-another opinion and, uh…

Brenda: Right.

Copeland: …also told them that… that what they had quoted me was pretty-pretty expensive and I didn’t know if I could afford that. So then they told me that with this other, you know, option.

Brenda: Right.

Copeland: So…

Veronica: Okay. And, uh, I’m gonna pause right here for a second. Brenda actually just joined us. Brenda, I want to unmute you really quick. Are you able to unmute your mic?

Brenda: Yes, ma’am.

Veronica: Hey, you did a great job on this consult.

Brenda: Thank you. [laughs]

Veronica: Yeah, you wanna give, um, you wanna give the-the team some background on-on what happened with this consultation?

Brenda: I just jumped on. I’m so sorry, Veronica. I just finished up with another consultation. Um…

Veronica: No-no problem, no problem. So I’m actually showing them the-the consult that you did, um, with Ms. Copeland when she came in for a second opinion from ClearChoice. You did a really great job, um, in a lot of different areas. So we just started with your first 10 and we’re just going to keep going. All right?

Brenda: All right. Thank you.

Veronica: Okay, cool. Um, so, with what we just watched, you guys can see that, um, Brenda did a really great job when talking about ClearChoice. We mentioned price right away, right? She-she heard the patient say, “All right, I’m listening to you. You said you got a ballpark. It’s… it was kind of expensive but kind of what you were thinking.” And she went right into the price. “So, tell me, what did they quote you, 57,000?” Patient came back and said, “Well, yeah, that was about right, but then they came back to me and quoted me 27 grand.”And then Brenda started asking drill-down questions, right? She did… she said, “Okay, so 27 grand, I’m guessing that’s for implant-supported denture and a denture on top.” Like she did… she did an awesome job. Like she knew, she like already knew right away. This is my competitor, this is the ballpark, this is the price range and she knew like, just based upon that 27 grand what they… would have treatment plan her for that. So that’s one really big thing in this role and one aspect that we need to concentrate on is knowing your competitors. What they’re charging, um, and what they’re true planning for other patients so we have an idea, uh, about that. So good job, Brenda on that.


So that sounds about maybe what they were doing, because if they were to do, [coughs] a $27,000 mark for a lower fixed that would alone be around 25,000. D-Does that make sense?

Copeland: Yeah.

Brenda: So maybe it was one that came in and out but it snapped on.

Copeland: Yeah.

Brenda: Okay. Um, when doctors typically do that, they either put two implants on the bottom or four.

Copeland: Yeah.

Brenda: And we have a couple of options for that as well. Just so you do know, um, our price range can go anywhere from 13 to 50,000.

Copeland: Yeah.

Brenda: Okay? So obviously that $50,000 range is gonna be like the full…

Copeland: Yeah.

Brenda: …fixed all on for upper and like top and bottom with sedation, all that’s included.

Copeland: Yeah.

Brenda: Um, so there’s options.

Copeland: Yeah.

Brenda: Okay? But I think we can definitely… we can help you. We can go over several different options…

Copeland: Well, that’s-that’s what I…

Brenda: …that’s available.

Copeland: …miss basically one. There’s just options.

Brenda: Right.

Copeland: And everything so I can decide which is going to be the best way for me to go.

Brenda: Right. So…

Copeland: Yeah.

Brenda: I wanted to show you this, okay? This right here would be like the lower option, which is kind of what ClearChoice probably may have told you. Where they do a traditional denture on top. There’s nothing there. The only thing that holds it is a natural suction and poligrip, okay? [clears throat] And then on the lower, there would be two dental implants to have a little bit of support on that lower denture.

Copeland: Mm-hmm.

Brenda: Okay? But the good thing with that is it would be a little bit more stable. It would… because the lowers are a little harder when it comes to dentures.

Copeland: Yeah.

Brenda: Basically, they tend to rock. The uppers are easier with no implant because then at that point it has that natural suction. So people have a better fit with that, most of the time. And then the lowers are the ones that patients just…

Copeland: They had problems.

Brenda: Right. They don’t like it. They end up coming back and wanting to add implants to it.

Veronica: So I want to also point out, um, when Brenda talks about the denture, you’ll see that, um, she mentions that people have trouble with the lower denture and it rocks, but with the upper denture, she’s actually making it sound much better. Like she’s not making it sound like the horrible denture is the worst possible option that you can have, right? And that’s one thing that, um, we see sometimes with treatment coordinators presenting the denture is that at times like we want them to buy the Full-Arch fixed option or at least the implant-supported denture option that we make the dentures seem like it’s total trash.

So Brenda does a really great job saying like, “Hey, if we need to get a denture on the top, it has that natural suction so you’re not gonna have as much trouble as you would have with the lowers. That’s why we have implants, uh, implant-supported denture, typically on the lower and it helps patients.” So, Brenda, you did a good job with that.


Okay. Now the implant-supported is the second option. I don’t… this is a good plan. This is not a terrible plan. It’s not as steep as this one and it’s…

Copeland: Mm-hmm.

Brenda: …got a little… a lot more support.

Copeland: Oh, yeah.

Brenda: Okay? So what this one includes, it’s gonna include four implants on top, four implants on the bottom for that extra support. So even on the bottom, you won’t have that rocking back and forth but they come in and out. So you’re able to kind of clean around the areas at nighttime and then your dentures can soak at nighttime as well.

Copeland: Okay.

Brenda: Okay? Gives it some time to breathe, but you have that full support throughout the day to function.

Copeland: Yeah.

Brenda: Okay? And then of course the fixed Full-Arch…

Copeland: Yeah.

Brenda: …Dr. Mann typically will put anywhere from like 6 to 8 implants if you’re a good candidate for that. Um, I really liked his method. The more you put, the more support.

Copeland: Yeah.

Brenda: Which is a great thing and…

Copeland: Yeah. It just makes sense.

Brenda: Of course, right? And then not only that, I mean, whatever price he gives you, he doesn’t charge you more if he decides to put two more. Does that make sense?

Copeland: Yeah.

Brenda: Um, and then also to… I like his concept on this one because he adds four when general dentists typically will put two only on the bottom because they feel like that’s enough support.

Copeland: Yeah.

Brenda: But in reality… my model’s not here, sorry. But in reality, on the bottom, if you could… I would always recommend trying to get four and that’s what he would recommend. Because you can still get a little bit of that rocking.

Copeland: Little wobble.

Brenda: Yep. So if you were to get the four, now you have like a full snap-on to where it prevents that from happening.

Copeland: Yeah.

Brenda: Okay? The financials again are anywhere from 13,000 to 50,000. That is the highest mark and that’s the lowest mark. Do you have any questions regarding that?

Copeland: No.

Brenda: Okay, perfect. Um, and of course…

Veronica: Okay, so, you guys… you guys heard she went through the different options. She told her, “Hey, the option that ClearChoice gave you with the denture on top and the implant-supported denture on the bottom, that’s a great option. That’s a good treatment plan.” Um, she’s basically telling the patient, “It’s… you’re going to be in a better position with this treatment plan than where you are now.” So Brenda did a really great job with that and with knowing that she was concerned about price and getting second opinion about price, she’s stuck to, “Okay, let’s summarize a different treatment.” She went straight into it, right?

And then she just gave a complete ballpark if…. with your different options, it can range from $13,000, and then the highest ballpark would be $50,000. And she asked like, “Do you have any questions about that? Does it make sense?” And the patient, clearly, it makes… it makes sense her. She knows, right? You-you can tell that this patient has done research about it. And, um, Brenda does a really good job because if the patient was concerned about some type of pricing issue or factor, the patient would start asking questions at this point, um, talking about like, “Well, how do I afford this?” Or “Do you have financing?” Or “What’s the price cost difference between the fixed Full-Arch and-and a different option?” So the patient at this point would be giving you drill-down questions. So, um, Brenda does a really good job with that.


Once we see Dr. Mann, we take a CBCT to determine like your bone density if you’re a good candidate for whichever case. Um, he’ll give you the options. He’ll let us know, we’ll talk about it a little bit more. We’ll come back in here and then we’ll discuss which option you would prefer. And then we’ll talk about the final numbers, okay?

Copeland: Yeah.

Brenda: And then we can go over the financing options as well. Okay, Miss Copeland?

Copeland: Okay.

Brenda: Do you have any questions with that?

Copeland: No.

Brenda: Okay, perfect.

Copeland: It’s pretty much what they told me over at, uh, ClearChoice.

Brenda: Oh.

Copeland: You know, pretty much the same.

Brenda: Perfect.

Copeland. You know.

Brenda: Okay, so I’m gonna let Miss Maria know that you are ready.

Copeland: Okay.

Brenda: And we’re gonna bring you back and get that CBCT scan.

Copeland: Okay.

Brenda: Which is gonna measure your bone density and, um, that will determine… that will help Dr. Mann to determine…

Copeland: To determine which way to go.

Brenda: That is correct.

Copeland: Yeah.

Veronica: Okay, cool. So overall, first 10, Brenda, great job. You stuck to the point. You hit the high nails. You basically, triage her. Gave her price ballparks, so all of that, good. Um, some things that I would look into incorporating more that I would like to see in this first 10 in particular, is framing you and your position. Um, this is one thing that we see a lot of treatment coordinators missed. Um, we, naturally, as stream of corners as being salespeople, we come off very as like the authority figure. Um, I know those of you that have been at the last power session, we took a deeper dive into this, but we-we do have to say like, “Hey, my name is Brenda and I’m the treatment coordinator here. My job here is to get you what you want. In order to do that, I’m gonna need to know a few different things. Um, I’m gonna ask you questions about your current situation and about where you wanna be. Because if I have your current situation, what you’re going through right now, any symptoms, frustrations, anything at all, and I know where you want to be and your goals for your smile, um, what you want in terms of functionality and-and the vision for everything, if I have both of those things, we’re going to create a custom treatment plan for you.”

Um, so, Brenda, you may have done that already on the phone, um, with her. If that’s the case, great. And, um, if you triage her over the phone, um, and then another thing I was going to say is the urgency and the holdbacks anchor point. Um, many times we-we also missed the s-saying, what… why has it taken the patient’s so long to finally come in for a consultation? Right? They’ve been dealing with this issue for such a long time. Um, it took her years to finally get into a ClearChoice and she made that first step. And now she’s coming in for a second opinion. So, just getting that urgency and getting those holdbacks and see like, what happened? Like, what broke the camel’s back to made her pick up the phone and call the office to-to go to a ClearChoice and-and to start looking for-for this stuff? Um, so those are the only two-two areas, um, for the first 10. But other than that, Brenda, great job. Let’s move on to the second 10 here.


Okay. So this is going to be the bundle treatment plan. I have a couple of things here for you. That way you can kind of see the pricing on everything, okay?

Copeland: Okay.

Brenda: I know you said you wanted the fixed, which is ideal. So if you were to do that, this one right here is with the material, the Nanoceramic with Crystal Ultra. It really is pretty amazing. Actually, let me go get you the model. It’s in the office here.

Copeland: Okay.

[background noises]

Brenda: Okay. All righty, Miss Copeland. So the Nanoceramic, I wanted to show you the two different types of materials. So you’re good… that way you can feel the difference of it, okay? So, this is zirconia. Feel that. It’s heavy. This is the Nanoceramic.

Copeland: Oh, yeah.

Brenda: Do you feel the difference?

Copeland: Oh, yeah. A lot of difference.

Brenda: It’s very beautiful.

Veronica: Brenda, I love this. I love it, love it, love it. I love when treatment coordinators do this. When you have models, when you have actual models of these procedures, please give it to your patients for them to feel the difference. Um, I would recommend having the pat-patient, actually, hold like the tangible implant-supported denture, and snapping it in and out on-on the mandible. Um, or the maxilla, whatever mod, uh, model you have. She made a really great distinction between the Crystal Ultra and the zirco-zirconia.

She first showed the zirconia and said, like, “See, it’s heavy. It’s heavy-duty, it’s durable. But now, see the Crystal Ultra, feel the difference.” And the patient’s like, “Wow.” Like she-she had tangible assets in her hand. So that makes a-a huge difference in treatment planning too. So if you… one, please have your models. Two, when you have your models, definitely, definitely give them to your patients so they can hold and feel it.


Um, that’s… that could be in your mouth. [laughs]

Copeland: [laughs]

Brenda: Okay, so these two options are the same price point, okay?

Copeland: Mm-hmm.

Brenda: So what would be included with your treatment if you chose to do this, [clears throat] it’s going to be your full mouth examination, which we did today, and the 3D CT scan, the diagnostic and case planning, the surgical guides, sedation, of course, uh, your extractions and all the bone grafts needed, sinus lifts as needed. And then the 4 to 6 implants on top and bottom. The abutments, the provisional prosthesis which is you’re gonna be in a temporary, which we call the healing teeth in those six months around plus.

Copeland: Okay.

Brenda: So like what you had said earlier, when you wake up, you’ll have the teeth already in if you go with this case, okay? Those are gonna be called your healing teeth. Those are your temporaries but they’re still fixed. They’re still in, okay? So they’re attached to the dentures, I mean, to the implants. So during that healing time, you’re gonna have to be in a very soft food diet, okay?

Copeland: Mm-hmm.

Brenda: Because we want your implants to integrate fully.

Copeland: Sure.

Brenda: So the provisional prosthesis, um, provided at no charge for the provisional period and then the final nano, um, ceramic, [coughs] sorry…

Copeland: It’s okay.

Brenda: …the Nanoceramic prosthesis maintenance visits for one year and then all repairs, screw replacements for one year, and then a night guard will also be provided. Because you want to protect your investment. Okay? So you will get a night guard when we deliver your final, okay? That way you can…

Copeland: We wear that at night? Or…

Brenda: Yes, at night time. Yes, ma’am. Just so it can help you preserve… like just keep it good.

Copeland: ‘Cause I’m bad. I-I pry my teeth.

Brenda: Yes.

Copeland: And I’ve got teeth up here that I’ve worn down to like, a little nub. [laughs]

Brenda: Right.

Copeland: So…

Brenda: So that’s where the night guard comes into play, okay? It’s gonna protect your investment. And then it will also come with a 10-year warranty on implants and a 6-year warranty on the final Nanoceramic prosthesis, okay?

Copeland: Okay.

Brenda: This material is typically a much higher cost, um, which is around 29,995 but we’re able to drop it down 5 grand. So we are looking at that 24,995 investment.

Copeland: Okay, now-now what about…

Veronica: Okay, so two things here. Um, great job going through the bundle, Brenda. Before going through the bundle, um, a-as you’re walking through the different steps of the bundle, um, we see that Brenda has to stop and kind of talk about the temporary, the provisional that there’s going to be healing time, you’re going to be in temporary teeth. So one thing that we have, um, you’ll see in the scripting is before going into the actual bundle, doing a process recap, right? And saying, “Okay, so let’s just make sure that we’re all on the same page, Miss Copeland. Right? Uh, Dr. Mann, he, uh, if he wants you to get this treatment. There are three steps of this treatment. Step one is getting your impression, your smile design, all of that. Step two is going to be the surgery day. Talk about the surgery day. That’s when you talk about the provisional and the healing process and the soft food diet. And then step three is going to be your… having your final.”

Um, and getting a good under… having clarity that they have a good understanding on that, um, and that they don’t have any questions. So this is really going to help with the let-me-think-about-it. Because if we don’t clarify that process recap and they don’t have any… and that they actually understand the process, if they say, “Let me think about it or I need to go home and talk to somebody about it.” We know it’s about the financing, right? That they have… that they’re completely solid on the plan. They have no questions on the plan, they’re good about the plan. Um, so if we ever run into things down the line, we know we can take that out of the picture. So, um, just adjusting that a little bit.

And then with the bundles, um, when we’re going through the bundles, uh, Brenda goes through and talks about each line item, which is great. At the end, um, when saying, “Okay, the treatment for example is going to be 30,000, but we’re able to get you a discounted rate of $5,000. So it’s going to be 25,000.” I would recommend on crossing it off on the actual bundle sheet. And then building value on why you’re giving that discount, right? So many times, when we tell the patient like, “Hey, we’re able to extend a savings to you because Dr. Mann does this procedure all the time. And since we do this so often, we get discounts on our supplies with our dental implants, with our labs, because we do them at a, uh, at a bulk volume rate and we’re able to extend those savings to you. So, um, rather than paying the 29,000, uh, we’re actually going to take that off for you and it’s going to be 24,000.” So they have an idea of why you’re giving them that discount. Does that make sense? Okay.


The, uh, bridge or the, uh, plate that I would need at the top.

Brenda: No, this would be top and bottom.

Copeland: Oh, this is top and bottom.

Brenda: So this is a single arch. It’s 24,000 for lower, 24,000 for top.

Copeland: So what I mean, if I just… okay, you’re probably gonna cover the other layer if not…

Brenda: Right. So this is top and bottom.

Copeland: If I just went with the… with the bottom and then I…

Brenda: With the fixed option?

Copeland: Yeah.

Brenda: Okay.

Copeland: And then I had to have a plate up here.

Brenda: Okay.

Copeland: That’s what I was getting at. It’s what…

Brenda: So you would be looking at 24,995 just for the bottom. And then I want to stay, for the denture just for… let me see here. I have the price. I wanna say it’s 4,000 just for a denture with nothing on, no implants. It would be around 4 grand.

Copeland: Okay.

Brenda: Okay? Um, if you decided to do that route.

Copeland: Okay.

Brenda: Okay. That’s that option and just know that’s single arch, okay?

Brenda: Can I have this?

Brenda: Yes, ma’am. I’m gonna give everything to you at the end, okay? Hold on. Just… I’m gonna… I’m gonna make copies. Don’t worry about it. [laughs]

Copeland: Oh, okay. Don’t mark on it. [laughs]

Brenda: Not yet, not yet. Okay, now, so for this one, this is gonna be the implant-supported denture, okay? The implant-supported denture is going to be…

Veronica: Quick side note. You guys can see that the patient is kind of stuck with that treatment plan in her head of what ClearChoice treatment plan for her, right? So Brenda’s presenting fixed full-arch for both top and bottom, but the patient’s like, “Okay. Well, what about the treatment plan that ClearChoice gave me with the fixed on the bottom and the denture around the top?” Right? So, um, Brenda goes into this, um, a little bit down the line, which we’ll see. But right at this point, I would ask the patient, “Well, it sounds to me like you’re trying to stay within a certain type of price point. So, is there a specific ball-ballpark price that you’re trying to stay within? Because sometimes it’s easier for me to recommend a treatment, um, just depending on the price that you want… you wanna stay at because there’s so many different ways that we can do this.” Right? And then just putting it back on them.

Because if we don’t have that number then that patient is going to be stuck and saying like, “Okay, no. I want the fixed full-arch and I want the-the denture because the top that’s just the cheapest and that’s what I want to go with.” Right? Um, but having the conversation a different way, we can have her financed and go into a different route.


The one where it comes in and out. Which is this option right here.

Copeland: Yeah.

Brenda: This is the middle ground.

Copeland: Mm-hmm.

Brenda: Okay? This one is going to be the full mouth examination, the 3D CT scan, diagnostic case planning, surgical guide, sedation, extractions, and bone grafts. And then two to four implants and then the provision of prosthesis which is your temporary denture. It’s not gonna be attached when you wake up from sedation. Um, that one is just gonna be traditional dentures while you’re healing. Okay? Because we want those implants to fully integrate. And then the final prosthesis and then maintenance visits for one year and then all repairs. We lined and screw replacements for one year and then a night guard as well. And then a 10- year warranty.

Copeland: Okay.

Brenda: The snap-ons are gonna be from… it goes from 15,995 down to 3,000 so your total of 12,995 per arch.

Copeland: So if I did both arches like this, it would be basically the same price as the lower on here?

Brenda: It would be 25, 9… 25,990 for both.

Copeland: Yeah.

Brenda: And then it would give you around four implants on top and the bottom with that extra support.

Copeland: And then these would just come in and out?

Brenda: Yes, ma’am. At nighttime.

Copeland: Yeah, at nighttime. Can you sleep at it?

Brenda: Um…

Copeland: If you wanted to?

Brenda: You could if you had to. But I would highly recommended to remove them so you can get like a little break. And that way they… you can clean them.

Copeland: Okay.

Brenda: Because you… ideally, when you remove them, you’re gonna wanna clean around these little areas right here, which you could do with the waterpik, a soft toothbrush and then kind of just let these soak and just have them super clean.

Copeland: Okay.

Brenda: Okay? This one right here was just a different option for a higher. It’s called the Picked On.

Veronica: Hey, Brenda, are you still there? I do have a question for you if you are.

Brenda: Yes, ma’am, I’m here.

Veronica: Okay, so do you guys offer, um, phased treatments at the practice?

Brenda: [exhales] We do. I just don’t push it.

Veronica: Okay. So is that typically the route, um, that you go with… okay, so…

Brenda: No. It-it depends.

Veronicac: Okay, go ahead.

Brenda: Yeah, it totally depends because her age, one. She didn’t wanna invest in so much money at her age, where she’s at in life. If there was like a 50-year-old, maybe 40-year-old, 60 even. But she’s, you know, late 70s. So she didn’t wanna spend 50 grand, period. Even if it was just putting down 25 and another 25 down the road.

Veronica: Got it. Okay. All right, cool. That’s all I wanna know. Thank you.

Brenda: Thank you, my dear.


Which is 29,000. So that’s how it goes up a little bit.

Copeland: Yeah.

Brenda: But we won’t go to this one if-if you’re not wanting that option. What are your thoughts?

Copeland: Well…

Brenda: Are you looking at this one?

Copeland: I am looking at that one.

Brenda: And then this one?

Copeland: As I am.

Brenda: It’s the 25,990.

Copeland: And that is…

Brenda: Both arches.

Copeland: I mean, would like to have this. I really would. But I don’t wanna have a denture up here. Uh, which I would have to have with this because I can’t afford to have upper and bottom, both done.

Brenda: You just want something a little bit more…

Copeland: Yeah.

Brenda: …a little bit more stable?

Copeland: Yeah.

Brenda: Okay.

Copeland: And so I would think more of this one.

Brenda: Okay. As far as the financials go, oh, is this a mother ring?

Copeland: Oh, it’s a grandmother, great-grandmother, uh, but I’ve got so many that I have put on there. I need… and I even had, uh, a second ring [laughs]

Brenda: Oh, wow.

Copeland: [laughs] go down to it. I need to go down and-and get all my stones but I’ve got something like, what is it? Uh, eight grandkids and nine great-grandkids and a… so. [laughs]

Brenda: Big, you have big family.

Copeland: Yeah. My kids, definitely, you know, uh, went out and multiplied.

Brenda: [laughs] That’s funny.

Copeland: Actually, it’s just my oldest one. She had 5 children. 5. The middle had 2. My son’s had one, so.

Brenda: Wow.

Copeland: But then her 5, you know, so had 2 to 3 each-each one so it mounts up.

Brenda: Right. I agree. We have a loving grandkids in our family.

Copeland: Oh yeah, yeah.

Brenda: I only had one. [laughs] I only contributed one. [laughs] So what are your thoughts?

Veronica: Okay. So I wanted to play that because after watching Brenda’s consultations, she does a really good job with getting patient rapport and patient stories from the patient. And you’ll see here that this was not even a two-minute conversation. Because Brenda does such a good job to cut it off where it needs to be cut off, and then go straight back to the point. It wasn’t even two minutes that- that section that just happened about the grandmother ring. But it could have went in a totally different direction, and the patient could have went off for like 10 minutes talking about grandmother rings, her family, her son and then talking about some vacation. It could have went until like Jupiter, outer space, right? And we could have wasted like 10, 20 minutes doing it. So, um, Brenda, really good job. Just going back down to the anchors, going back down to the points, and staying on track.


If you would like to, I mean, I know you mentioned, you’re gonna take it out of your 401K. Have you considered maybe financing? Because we do have financing options that are pretty decent rates. If your credit is good, your rate levels are better, and then they give you longer terms to pay it off and with lower monthly payments. Because I know you said you were on a fixed income.

Copeland: Yeah.

Brenda: So if you wanted to, we could try to. It’s called proceed finance and they’re really good as far as like giving longer terms. That way your monthly payments are…

Copeland: What is their monthly, uh, or what is their interest rate?

Brenda: It varies on your credit score, okay? So if you wanted to, we could apply. Once we apply, it-it’s like a pre-qualification. It will say, “There’s offers available. I proceed and then it will give us a window of how much.” So it’s kind of like when you go purchase a vehicle. It’s gonna give you like, let’s say 2 years. It could give you 3.9 at this rate. 3 years, 4.9.

Copeland: Yeah.

Brenda: You know, it goes up a little bit like 1 point or half a point the longer you go.

Copeland: Yeah, yeah.

Brenda: So if you wanted to do that, we could. Did you wanna try?

Copeland: Well, we can try them.

Veronica: Okay, so with the financing, um, Brenda knew that this patient wants to take money out of her 401K. However, she went also straight into the financing as an option. I think this is a really great point and something I also wanted to highlight because this gives you a way into having the patient book right there on the spot if they get approved for their treatment plan. Because if the patient says, “Hey, I’m going to pull out of my 401K.” And we don’t have the option of getting… having them finance, for example, through proceed. At the end of the treatment plan, the patient can say, “All right, cool. I love it. Now, I just need to figure out how to go get that money out of my 401K and then I’ll give you a callback.” Right? This way, she is going to have the patient approved through proceed for the treatment, so she’ll have that funding. And we can tell the patient like, “Hey, let’s get you funded for… through proceed. It’s a really great option and this way you’ll at least have everything financed. So you can go home, get the 401K, um, the money out of your 401K, and then just prepaid the… prepaid the proceed loans with no penalties. Or you can pay it off the next day.”

So that way we’re like have… giving the patient flexibility and not letting them just go home to-to figure it out. Does that make sense to you, guys? Okay.


All I can do is call my financial advisor and find out which way he thinks I should go.

Brenda: Okay, sounds good. And this is the proceed. All typical ca… like all of our cases, they typically get financing through here.

Copeland: Yeah.

Brenda: Just because of the long term.

Copeland: Well, I shouldn’t have any-any problems with my…

Brenda: So if you wanted to…

Copeland: …with my credit and stuff.

Brenda: …apply for the 25,990, is this the one you, for sure, wanna go with? Because you’re looking at a lower monthly payment, correct?

Copeland: Yeah.

Brenda: Okay. If I can just see your driver’s license real quick and then we’ll start the application process.

Veronica: All right, now I’m gonna fast-forward here a little bit.

[keyboard clicking]

Veronica: Here we go.


[laughs] I don’t… I-I missed. I’m sorry, that was my mistake.

Copeland: No, that’s okay.

Brenda: Okay, so this is what we have here. Let me show you. Okay, so if you wanted to do, and this is what I was talking about the monthly payments. They’re willing to go up to 96 months. It goes up to 15.9 and your monthly payments would be $481.55. That would be your lowest price point monthly. If you did 84 months at 14.9, it’s 501. If you did 72 months at 13.9, it’s 535 and 51. Now, if you did 60 months, which is 5 years, okay? That’s 12.9 at 591.30.

Copeland: How much?

Brenda: 591.30.

Copeland: Okay.

Brenda: And that would be through proceed financing, okay?

Copeland: Okay.

Brenda: Now, of course, they go lower APR rates for 2… for 2 years.

Copeland: Oh yeah.

Brenda: Your monthly payments would be 1187.

Copeland: I used to be a loan officer so, yeah. [laughs]

Brenda: You’re familiar?

Copeland: [laughs] Yeah.

Brenda: That’s why you’re so good at this right now. Okay. So what are your thoughts?

Copeland: Well, I don’t know. I could look at… what I think I’d like to do is-is talk to my… ike I said, talk to my financial advisor.

Brenda: Yes, ma’am.

Copeland: And see which-which he way he thinks would be, you know, the best. Because no matter how I take the… how-how I… whichever payment I make, only pulling that payment out of my 401K.

Brenda: Oh, I understand.

Copeland: Each month.

Brenda: Yes, ma’am.

Copeland: Because what I’ve done is I have… I just take enough out
for my living expenses.

Brenda: I understand.

Copeland: And leave everything else in there. So, if I come up with a-a new… I mean, I get it. I could, uh, we go around and maybe, you know,
$100 payment or $150 payment. But a 500, 400, 500 payment, uh, I don’t have that much wiggle room in what I allow myself to live on each month.

Brenda: I understand.

Copeland: So, uh, and I don’t know it would be best to leave the money in my 401K and just take so much out of it each month.

Brenda: Just to pay for this?

Copeland: Yeah. Just to make the payment. Uh, and leave the rest of it in there so it is, um, earning, you know, uh, uh, money for me. So this is what I need to, you know, to talk to him and see which way he thinks would be the, uh, the best way for me to go. Uh, I’m not sure. I’m thinking maybe just, um, doing the payment. I’m leaving the biggest portion of my money, still in my 401K because then there’s more money in there to make more money. [laughs] You know?

Brenda: I understand.

Copeland: So, uh, let me check with him.

Brenda: You are a smart lady.

Copeland: But… well, I try. [laughs] I’m not always… I’m not always like smart but…

Brenda: I’m gonna make copies really quickly, okay? And then I’m also printing out a treatment plan for the implant support at dentures, okay?

Copeland: And, uh, um, how long will it take to get an appointment to have this done?

Brenda: So once you call me back, we will get you scheduled to come in to do all your impressions and your photos so we can start to fabricate your temporaries. Once we receive notice of when we will receive your temporaries, we’ll bring you back. We can go ahead and get you scheduled for your surgery.

Copeland: Okay.

Brenda: Okay? Um, that’s the big… that’s the big day. And then we’ll see you periodically for post-op after that until we deliver your finals.

Copeland: What-what time frame am I looking at to maybe start procedures?

Brenda: If you call me today, I can get you back in here. That’s very easy. Um, that’s the easy part because we just need Dr. Mann to verify and confirm that everything looks good. When Maria takes your impressions and takes the photos…

Copeland: Yeah.

Brenda: …she’s gonna do a full scan on you and she’s gonna take a few photos for the laboratory for them to fabricate your-your temporary dentures.

Copeland: Yeah.

Brenda: Okay? Um, and then, from that point, it could be anywhere like 3 weeks for the surgery.

Copeland: Yeah.

Brenda: Okay?

Copeland: Okay.

Brenda: It just depends how soon we can get you in for the commitment.

Copeland: Yeah.

Brenda: Like the financials, the consents, and the scan.

Copeland: Yeah.

Brenda: Once we do that, then we can try and get your dentures back as soon as possible. As of right now, Dr. Mann does have a surgery date open for April 16th. Okay? So that could be a possibility. It just depends on how soon you can also get back to me, okay?

Copeland: Yeah, well, what I’ll do is I’ll go home and I will call, um, my financial advisor.

Brenda: Yes, ma’am.

Copeland: And, uh, unless she’s not in, you know, he should be able to… we should be able to talk about it and-and get some kind of a-a say with him, you know, which way he thinks I should go?

Brenda: Who do you use for your financial advisor, Miss Copeland?

Copeland: Uh, his name is Garry Bleak.

Copeland: He became one of my… the only person I could think of that would be able to maybe help me in everything. And so I called him so he’s just kind of, you know, took over. And I-I made a deal with him.

Brenda: Uh-huh. [laughs] You seem like a lady that is worth a deal.

Copeland: If he loses my money, he has to support me. I’ll move into his house and he takes care of me for the rest of my life. So he might have a bit pay close attention to what he’s done with my money if he didn’t want me to live with him.

Brenda: Yes, ma’am. Okay, so one more thing Miss Copeland… that’s funny. No, I would… I’ve been looking for financial advisor. So I was kind of curious.

Copeland: Well, he was… he’s really nice but he’s not here in-in the area.

Brenda: He’s not?

Copeland: Uh, he’s… I’m not sure exactly where, uh, his office is. I know it’s here in Texas and it’s not that far, but, uh, uh, it’s not like you can… I can just drive down the street.

Veronica: All right, so Brenda, you had a close. Like this was lined up! Like I grabbed my head. I’m like, “She let her go.” Like at this point, like if you… if you have a patient saying like, “Hey, she’s gonna be pulling out of her 401K. I have her like through proceed. We have her pre-approved.” Like the last thing we wanna have her do is go home, talk to her financial advisor. Because who the hell knows what that guy’s going to tell her? Like if we know that we have her approved for proceed, let’s get her scheduled, get her on the books, and like get her committed, you know? Because it… I mean, the fact is she wants the treatment done but if we don’t book right there for her surgery or at least a next step, then she doesn’t have that commitment and she doesn’t have that, um, urgency on her end, um, in order to actually make the phone call to her financial advisor.

You know, life gets to us, things happen or she can go home and her car breaks down or gets a call from somebody or her dog’s sick and needs to take her dog to the vet and then her dog dies. And then we don’t talk to her for like 5 months. Right? Because just things happen in life. So if we have something that’s set up like you did this consultation beautifully, so I just need to know, did she call back, Brenda? [laughs]

Brenda: So, she actually called me back at end of the day.

Veronica: Yeah?

Brenda: And came back in and paid with her debit card. [laughs]

Veronica: Nice! See? Boom! And full paid! She came back and she full paid. Like this was such a great consultation. And these consultations for second opinions, they are the best consultations that you’re going to get. Especially, if they’re coming from a ClearChoice, right?

Brenda: I mean, she was obviously a very smart lady, financially, a hundred percent. So I knew she wasn’t gonna– she was approved with pro-proceed. I knew that wasn’t gonna be the issue.

Veronica: Right.

Brenda: I knew that little hump was gonna be when she saw those finance charges. You know, she wasn’t gonna go for it. I knew she wasn’t but we-we tried either way and…

Veronica: Right.

Brenda: …obviously that’s why she declined it. But she went the smarter route for her part financially, on her side.

Veronica: Yep. Yep, so that’s awesome. Good job on it. Like you did so many things right.

Brenda: Thank you.

Veronica: And just small tweaks here and there, but I mean, you did a beautiful job. Um, and just like the-the takeaway from-from these, guys, is really at the end of the day if you have somebody that’s financed, they are committed to moving forward. They just need to go home and work some things out, book ’em! I don’t care. Just put them on the schedule. I would count that as a close. If you have some way of financing that patient, especially, if it’s multiple ways like this patient, just put it on the schedule. Get them committed. Put them on the schedule, you know? Because that just going to make your lives a lot easier. You’re not gonna have to chase them down, you’re not gonna have to follow up. And you’re just… the-the level of commitment to actually follow through with the treatment plan goes up, right?

So, um, Brenda I’m so… I’m so glad to hear that she called back. She came and she full paid with her debit card. Like, obviously, this patient was saying from the very beginning that she was on a fixed income. “I’m on a fixed income. I wanna pull out of my 401K but I don’t know how much. Uh, ClearChoice told me that it’s going to be $27,000 and I don’t know if I can afford that.” So right off the bat, like in the beginning, she was giving signs of somebody that we would have to triage and somebody else may have just thought she’s not, um, she’s not qualified. Because she can’t afford 27,000 and she’s on a fixed income. Not qualified, bye. We see that happen so many times with our leads. So, Brenda, good job like sticking it there, triaging her right upfront. Within the first 7 minutes, you ballpark-ballparked her from the 13,000 to the 50. She didn’t flinch, she didn’t ask like drill-down questions. She wasn’t concerned about the price so you moved on. Freaking awesome. So-so good job, Brenda. I have a $100 gift card going out to you. Go get yourself some drinks, go get yourself some shoes or some purse. [laughs]

Brenda: No way, Veronica!

Veronica: What?

Brenda: For real?

Veronica: For real! For real, for real!

Brenda: Oh, jezz. Well, thank you. I appreciate that.

Veronica: Yep.

Brenda: I didn’t… that was totally unexpected.

Veronica: Yeah, so… [laughs] Danny, so you can take him for drinks. [laughs]

Brenda: Danny, okay, I’ll save it for when I go next month, okay?

Veronica: [laughter] So, guys, um, keep sending in your videos. If we see good videos come through, we’re gonna reward you. Like we wanna see the… this stuff. Because people learn from you. Like other treatment coordinators in the program, they learn from you. We learn from each other’s mistakes. We learn from each others, um, like goals and what we achieve. So make sure you’re sending this stuff in, uh, because if we don’t get videos, we’re not able to have these calls and share them with everybody. So, um, we have a power session coming up in July. We have a good group already scheduled. If you are not registered for that, uh, please make sure you to do so.

We have all of our power session for slash first Fridays, um, in Lessonly in the… in the events tab. So make sure you go and check out the schedule there. Um, and then other than that, um, we have two peer mentorship calls coming up next Tuesday and, uh, that following Thursday in two weeks, uh, I’m gonna make that topic about financing options and the funding worksheet. I wanna go through 401Ks to make sure everybody understands what the processes with the 401K. How a patient gets the 401K out, what qualifies to get 401K out. Um, what the differences between having a 401K payment and, um, versus like proceed. If your patient at this situation, how to know the difference of which way to go? Is it better for her to use 401K? Or is it better to go through proceed? Even if it’s 12, 14, 16%.

So those are some of the topics that I wanna touch on, um, with the peer mentorship calls. Um, and if you need anything else, let me know. But does anybody have any questions? Any comments? Um, we have about a minute here so I just wanna make sure. No? All right, crushed it. Brenda, we both crushed it. Thank you. [laughs]

Brenda: [laughs] Thanks, Veronica.

Veronica: All right, well, ladies and gentlemen, have a great rest of the day. Have a good week and, um, you need anything, let us know. But make sure you register for the power session in the next peer mentorship call coming up.

Brenda: Awesome. See you next month!

Veronica: All right, bye, everybody.

Brenda: Bye.


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