Have you heard patient exchanges similar to the following: “Mr. Collins would you like to schedule that crown appointment now?” “No, I’ll give you a call when I’m ready.” Or maybe the typical exchange is more like this: “Hello Carol, this is Marlene from Dr. Thomas’s office. Will you be able to make your appointment Tuesday?” “No, I’m sorry, I have a conflict. I’ll let you know when my schedule frees up.” You may hear variations on all of the above, but one thing will be consistent – the negative impact each exchange has on the profitability of your practice. Learn the best scripts that use the best words, phrases and questions to prompt patients to respond the way you want.   ( disclaimer , ADA CERP Statement )