It’s Not Always About Price: Better Conversations, Better Case Acceptance

Session synopsis
When patients hesitate about treatment, price may only be part of the concern. Trust, Fear, uncertainty, competing priorities and a lack of understanding can also influence their decision.

This practical live session will help treatment coordinators, hygienists, therapists and dentists communicate with greater confidence, handle difficult objections and support better case acceptance.

We will explore verbal skills, active listening, communication techniques, and how to use open and closed questions to uncover concerns and clarify understanding. Through practical examples, participants will learn how to respond to objections, explain treatment value and discuss more extensive treatment plans clearly, helping patients make confident, informed decisions.

Learning objectives

• Use open and closed questions to understand patient concerns and priorities.
• Respond confidently to objections about cost, timing, fear and treatment need.
• Explain extensive treatment plans in clear, patient-friendly language.
• Build trust and agree on practical next steps that support case acceptance.

Combined presenter biography
Dr Toni Surace is a dentist, practice management trainer and international presenter with experience helping dental teams improve communication and practice performance. Emmanuel Recupero is the CEO and owner of Dental ED, with a background in dental education, practice strategy and communication development. Together, they bring clinical and business perspectives to helping dental teams build patient confidence and improve case acceptance.