Nationwide logo

P&WSUP — Conversation Coach

Need a little help finding the best way to talk to your clients about preventive care plans? We’ve got you covered. You can start by treating the conversation more like a consultation. Ask your clients questions, listen to their concerns and offer a way to meet their needs. It’s simple—and basically what you already do every day to make sure their pets get the best possible care.

Ask the Right Questions

It’s easy to introduce preventive care plans throughout the natural course of your day. Try asking a few of these key questions to get the preventive care ball rolling.

  • When you’re checking a client in…

    “Hi, Mrs. McIntosh. It’s great to see you and Susie again. How has she been since her last visit?”
    Use the client’s response to determine if it seems appropriate to introduce your preventive care plans.

  • When you’re on the phone with a client…

    “I’ll get Captain’s food ready, Mr. O’Brien. I also notice that he’s due for a annual exam. Would you like to go ahead and schedule it?”
    Putting an annual exam on the books is an excellent set-up for proposing a preventive care plan.

P&WSitive Conversations: An Example Script

Here is one example of how you can incorporate consultative selling into a conversation between you and your client at checkout.

You: “We are so glad you brought Tippy to see us today. Everything indicates he is a healthy little guy. How is your family adjusting to a new puppy?”

Mrs. Sutton: “The kids love Tippy. They have really gotten on board with taking care of him.”

You: “That’s great. We can work together to keep Tippy healthy and happy.”

Mrs. Sutton: “Y’know, I don’t think the kids were aware of how much goes into owning a pet….”

You: “A lot of people aren’t. In fact, we offer a preventive program that helps make care easier for families like yours. It includes regularly scheduled visits that will help Tippy stay healthy as he grows—and allow us to address any issues as early as possible.”

Mrs. Sutton: “I like the idea of having a plan and being proactive. That sounds like an excellent option for all of us! But, will I have to pay extra?”

You: “Our program helps you manage your budget with low monthly payments—so no surprises on that front. And since preventive care almost always costs less than treatment anyway, it will also save you in the long run. Would you like for me to sign you up?”

Success Stories

Get P&WSITIVE Influence from Peers