{"product_id":"foc-telephone-script-directory-2026","title":"FOC Telephone Script Directory 2026","description":"\u003cp\u003e\u003cspan\u003eThe Complete Telephone Script Guide for Australian Dental Practices\u003c\/span\u003e\u003c\/p\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003eEvery call your front desk receives is an opportunity — to book a new patient, to retain an existing one, to turn a complaint into loyalty, or to fill a gap in the schedule. But only if the person answering the phone knows exactly what to say.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003eThe \u003cstrong\u003eFOC Telephone Script Directory 2026\u003c\/strong\u003e is the complete telephone script guide for Australian dental practices — 19 pages of ready-to-use, AHPRA-compliant scripts covering every call type your FOC will ever receive. From a new patient asking about teeth whitening to an anxious caller who doesn't know where to start, from a CDBS enquiry to a patient disputing a bill — every scenario has a script, a set of follow-up questions, and a close that moves toward a booked appointment.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\u003cstrong\u003eThe directory is structured across 8 sections:\u003c\/strong\u003e\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eSection 1 — The 7-Step First Contact Framework\u003c\/strong\u003e A universal structure for every first contact — greet, listen, acknowledge, inform, ask, offer, and close. Includes the non-negotiable rule: ask every new patient how they heard about the practice, and record it before the call ends.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eSection 2 — General Enquiries\u003c\/strong\u003e Scripts for general treatment enquiries, compliments about the practice, and general pricing questions — including the golden rule on never quoting a price over the phone without the right caveats.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eSection 3 — Treatment-Specific Scripts\u003c\/strong\u003e The most comprehensive section — word-for-word scripts for every major treatment enquiry your practice receives:\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cul\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eGeneral examination and check-up\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eTeeth whitening (including sensitivity, longevity, pregnancy, and breastfeeding questions)\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eComposite bonding and composite veneers\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003ePorcelain veneers (including the \"do you need to file teeth?\" and \"do I need braces first?\" questions)\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eInvisalign and orthodontics (including traditional braces)\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eDental implants, All-on-4, and dentures\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eDental emergencies\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eGum disease and hygiene appointments\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eSedation and dental anxiety (including happy gas and IV sedation)\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eX-rays (including during pregnancy)\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003eEach treatment section includes follow-up questions to keep the conversation going and always closes with an offer to book.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eSection 4 — Health Funds, CDBS and Payments\u003c\/strong\u003e Scripts for private health fund enquiries, HICAPS benefit checks, Child Dental Benefits Schedule eligibility and coverage questions, DVA cardholder enquiries, and payment plan conversations — including how to handle cost concerns without losing the booking.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eSection 5 — Booking and Consultation Scripts\u003c\/strong\u003e How to close a booking, handle a patient who isn't ready to commit, explain what a consultation involves, take a deposit over the phone, manage out-of-area enquiries, and handle referral questions.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eSection 6 — Cancellations, No-Shows and the Short-Notice List\u003c\/strong\u003e Scripts for when a patient cancels, when they cancel with insufficient notice, when they don't show up (same-day and next-day follow-up), and when calling patients from the short-notice list to fill a gap.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eSection 7 — Handling Complaints and Difficult Calls\u003c\/strong\u003e How to handle general complaints, clinical complaints, aggressive or demanding callers, and patients disputing a bill — with the golden rule: listen first, never argue, and escalate to the PM anything you cannot resolve in one call.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eSection 8 — Closing Every Call\u003c\/strong\u003e Three closing scripts — for calls that end in a booking, calls that don't, and calls that involved a complaint — so every call ends positively and purposefully, regardless of how it started.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\u003cstrong\u003eWho this is for:\u003c\/strong\u003e\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cul\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eNew FOCs who need scripts to build confidence on the phone from day one\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eExperienced FOCs who want a written reference for less common or more difficult call types\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003ePractice Managers who want consistent telephone standards across the whole front desk team\u003c\/li\u003e\n\u003cli class=\"u-break-words ps-[2px] hide-loading-dot\"\u003eDental practices that want to convert more enquiries into booked appointments\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e\n\u003cstrong\u003eWhy this directory works:\u003c\/strong\u003e Most FOCs learn to answer the phone by listening to whoever trained them — which means standards vary by person, by day, and by how much the last person remembered to pass on. This directory puts everything in writing. It is the reference guide your FOC can reach for in any situation, and the standard your practice can hold everyone to.\u003c\/div\u003e\n\u003c\/div\u003e\n\u003cdiv class=\"my-[1px]\"\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e📄 \u003cstrong\u003eFormat:\u003c\/strong\u003e 19-page editable Microsoft Word document (.docx) — fully customisable with your practice name, dentist names, phone number, and fee amounts\u003c\/div\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e⬇️ \u003cstrong\u003eInstant digital download\u003c\/strong\u003e — available immediately after purchase\u003c\/div\u003e\n\u003cdiv class=\"py-[3px] whitespace-pre-wrap u-break-words\"\u003e🦷 \u003cstrong\u003eBuilt for Australian dental practices\u003c\/strong\u003e — AHPRA advertising compliant\u003c\/div\u003e\n\u003c\/div\u003e","brand":"Resolve Dental Consultancy","offers":[{"title":"Default Title","offer_id":53788820308332,"sku":null,"price":79.0,"currency_code":"AUD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0988\/9657\/6876\/files\/photo_reception_5_11d64662-a494-4c66-970b-c7f14c8fd2c7.png?v=1778748269","url":"https:\/\/www.resolvedentalconsultancy.com.au\/products\/foc-telephone-script-directory-2026","provider":"Resolve Dental Consultancy","version":"1.0","type":"link"}