List of Best Questions to Ask a Phone Enquiry

 

How to Turn a Phone Enquiry into a Patient Consultation – A List of Best Questions to Ask

Best Questions to Ask to Convert More Phone Enquiries into Patients

Every new patient starts with a conversation — and often, that conversation begins on the phone. Whether it’s a first-time enquiry or a follow-up call, the way
you and the team handle inbound calls can make or break a potential high-value sale. In a competitive marketplace, especially for industries like medical
clinics, consultancies, and bespoke products & services, converting phone enquiries into paying clients requires more than just answering questions. It
demands empathy, listening, structure — and a clever use of conversational psychology. You’ll need to know the Best Questions to Ask, How to Ask and How
to Listen.
This SPE blog by practice consultant David Staughton shares simple yet powerful techniques to turn more of those phone calls into booked appointments and larger sales.
From tone and timing to the art of appreciative enquiry, these tips will help frontline staff, receptionists, and sales teams build trust quickly, gather the right information,
and guide the caller to take action. If you want to stop leaving money on the table and start seeing real results from every inbound enquiry — this article is for you.

Why Great Questions and ‘Talk Tracks’ Beat Using a Basic Sales Script Every Time

Rigid scripts can make your team sound robotic and insincere. Instead, train your team to ask curious, friendly questions that encourage callers to open up. The
best salespeople make conversations feel natural while still gathering essential information. Good questions uncover urgency, readiness, motivation, and budget
— all without sounding pushy. They also help the caller feel heard, respected, and in control of the conversation.
Rather than launching into price or product details too quickly, ask broader questions that build rapport and uncover the bigger picture. People are more
likely to buy when they feel understood — not sold to.

Best Questions to Ask During a Phone Enquiry

Always Smile On The Phone When Answering

• “Thank you for calling (practice name) – This is (name)” – use an upswing positive tone

Match Their Pace/Speed & Style

• People like people who are like themselves. Be flexible. Alter your questioning conversation to match their speed of talking (faster or slower)
  and style (direct/results-oriented or more relationship/chatty).

Use Positive Questioning and Appreciative Enquiry

• Make them feel great about answering your question and having a conversation.
• Express enthusiasm (wow, great, terrific, thanks, compliments, congratulations),
• Repeat, paraphrase or rephrase their answer, Affirmative listening (Mmm, I see, Ahuh!),
• Ask a supplementary question about their answer.
• Avoid using “Don’t – Can’t – Won’t or No!”

Follow Up Your Quotes – Be Persistent – Ask Again In A Different Way & Follow Up Forever

• Most salespeople give up too easily. Be persistent. ‘It’s No Not Now – Not No forever’.
• Call and ask again later. Most people take time or multiple requests before they decide. Remember Yes, No and Maybe.

Use the Takeover Question (For Premature Price And Availability
Enquiries)

• “Just before I answer that – do you mind if I ask a few quick questions?”
• “So what you want is (Repeat their request). I’ll just have to ask a few quick questions”

Shopping Around Questions

• “Have you been looking around much?”
• “What other prices do you have?”

Source of Enquiry Question

• “Do you mind if I ask how you found out about us?”
• “Could I just ask, how you learnt about us?”

Make a positive comment!

• Start With The Big Picture Questions
• “What sort of thing do you have in mind?”
• “What results are you hoping for?” “Tell me more”

Question Softeners For Fact-Finding

• “Do you mind if I ask…”
• “Could I just ask…”
• “Would it be alright if I ask…”

Guide the Caller Gently with Strategic Sequencing

• Jumping straight into details or price questions can stall a call before it even
  starts. Instead, take control of the call by sequencing your questions — start
  broad, then narrow in as trust builds.
  Try this flow:
  1. Warm rapport questions — “How can I help you today?”
  2. Discovery questions — “What result are you hoping for?”
  3. Qualification questions — “Is there a particular timeframe you had in
  mind?”
  4. Value framing — “We can help with that by doing X, Y, Z.”
  5. Transition to next step — “Would you like to book a time to discuss it
  properly?”
• When you master this pattern, that will naturally lead the caller toward the
  conversion — without sounding scripted.

Reframe Questions to Keep Control of the Conversation

• When callers start off with “How much does it cost?” or “Are you open Saturday?” it’s tempting to just answer and hang up. But those questions are often tests — the
  caller wants to see if you’re confident, knowledgeable, and worth their time.

Why do some callers only ask about price — and how should I respond?

• Price-first questions often reflect uncertainty, lack of trust, or limited understanding of value. Some people don’t know what else to ask. Don’t just give
  the number — instead, take control with a takeover question (above) or “Before I give you a price, can I ask a couple of quick things so I can give you the
  most relevant info?”
• This builds rapport, positions you as a professional, and allows value framing.

Use Reframing Language to regain control:

• “Sure, I can help you with that. Before I quote you properly, may I ask a couple of quick questions so I give you the right information?”
• “There’s a few options depending on your needs — do you mind if I ask what you’re looking to achieve?”
• This respectful redirection works wonders — and shows you’re a professional, not just an order-taker.

Collect Yes to Build Momentum

• Conversion isn’t always about getting one big YES — it’s about collecting a series of small YES agreements that build momentum.
• Examples of collecting small yeses:
   “Would you mind if I ask a few quick questions?”
  “Do you have a moment to go through that together?”
  “Would you like me to send you something useful?”
  “How about I check some times for you now?”
• Each small yes gets the caller more invested and comfortable — increasing the odds of a final yes when it counts.

Explain The Value – Sell Your Value / USP

• “What we do differently is …”
• “What’s great about our practice is”

Tell them what you do that’s different – “Shift-Sell” Question – Offer something else

• “By the way have you considered (Alternative) because (reason) ”

Make Requests With A Reason

• “Could I get your email address to send out some useful information (quote/invoice)”
• Use the words “Because/ which means / so that” to improve conversion rate

Check In – Trial Close Using Their Own Personal Style –

• Many people have a preferred NLP language style – Lookers (V), Sounders (A), Feelers (K) and Thinkers (Ad).
• Ask the question that matches their style.
• “How does that look?” (for a Visual buyer)
• “How does that sound?” (for an Auditory buyer)
• “How do you feel about that?” (for a Kinesthetic buyer)
• “What do you think?” (for an Auditory digital buyer)

Objection Handling Questions – Exploring The Objection

• “Could you tell me more about that?”
• “Could you tell me why you say that?”
• “Could I just ask what you are comparing it to?”

Ask For The Deal – Just ASK and ASK Again in a different way!

• “The next step is ….”
• “So you’ll be going ahead now?” (nod)
• “Would you like me to book that in now?”
• “How about Tuesday or Thursday?”

Build Trust Early with Rapport Questions

• Start every call with light, friendly engagement that signals you’re human and approachable. Try these:
  “Is this your first time contacting us?”
  “What prompted you to give us a ring today?”
  “How did you hear about us?”
• These questions are non-threatening, easy to answer, and open the door to more detailed discovery. They also help you gauge the caller’s background, mindset,
  and buying stage.

Discover the WHY Behind Their Enquiry

• Once the caller feels comfortable, gently explore what they’re really looking for. Understanding their emotional and practical drivers helps you tailor your pitch.
  Ask:
• “What’s most important to you when choosing a [product/service]?”
• “Is there something in particular you’re hoping to achieve?”
• “Are you looking for something urgent, or just exploring options for now?”
• These questions help you identify whether they’re a hot lead, a shopper, or just curious — and adapt your follow-up accordingly.

Use Value Framing Questions to Pre-Qualify

• Rather than asking “What’s your budget?” too early — which can feel intrusive  – ask questions that focus on value and fit.
• Try:
• “Are you after something more affordable, premium experience, or in between?”
• “Have you had any experience with cosmetic surgery before?”
• “May I just ask – On what basis are you selecting your plastic surgeon, is it price, experience or something else?”
• These questions give you a clear idea of what they’re expecting — without scaring them off with direct pricing questions too soon.

Transition Into Making a Confident Offer

• Once you’ve asked enough, summarise their needs back to them and link that to your best next step. Say:
• “So based on what you’ve told me, the best thing would be…”
• “Sounds like this would be a perfect fit for you because…”
• “We’ve helped lots of people just like you with exactly this.”
• Then gently ask for the booking:
• “Would you like me to get that started for you?”
• “Are you available this week to come in for a consultation?”
• Asking with confidence — and giving limited, specific options — makes it easier for the caller to say yes.

Turn ‘Maybe’ Into ‘Yes’ with the Right Follow-Up Questions

• If the caller isn’t ready to book yet, don’t just say “Okay, let us know.” Instead, use smart follow-up questions to keep them in the loop.
  Examples:
  “Would it help if I emailed you a summary of what we talked about?”
  “Would you like a reminder call next week after you’ve had a chance to think it over?”
  “Is there anything else I can help clarify before you decide?”
  These keep the door open, build trust, and position you as helpful — not pushy.

Identify the Real Objection — Not Just the Surface One

• When a caller says, “I need to think about it,” or “I’ll call you back,” they usually have an unspoken concern. Your job is to gently uncover what that is — without
  making them feel cornered.
• Ask:
  “I totally understand. Just so I can help you better — is there something you’re unsure about?”
  “Can I ask — is it more about timing, price, or something else?”
  “Happy for you to think about it — would it be okay if I followed up with a quick email summarising everything?”
• Often, once the objection is named, it can be explored — and resolved.

Use “Bridge Phrases” to Shift Towards Booking

• Once you’ve built rapport and uncovered their needs, use bridge phrases to move toward action without sounding salesy.
• Examples:
• “From what you’ve told me, it sounds like you’re ready to take the next step…”
• “If it helps, we’ve got a couple of great options this week that might suit you.”
• “Would it be helpful if I locked in a time now and you can change it later if needed?”
• These help reduce decision pressure and frame the next step as simple and low-
  risk.

Questions to Use When They Say “I’m Just Getting Quotes”

• Don’t be discouraged by price shoppers — they’re still potential buyers. The key is to differentiate your business with questions that get them thinking beyond
  price.
  Try:
  “Great, happy to help. Just so I can give you the right comparison — what have you been quoted so far?”
  “When comparing quotes, what’s most important to you — speed, quality, service, or something else?”
  “Would it help if I showed you what’s included in ours and how it compares?”

This allows you to highlight your value — not just your cost.

The Best Way to End the Call: Confidence with Options

• Always finish the call on a high note — with clarity, confidence, and a specific call to action. Summarise, give limited choices, and make it easy to say yes.
  Say:
• “Just confirming — you’re looking for X, and we can help with that by doing Y.”
• “Would you prefer Tuesday at 10am or Thursday at 2pm?”
• “I’ll pop that information in an email for you now. What’s the best address?”
• Even if they don’t book right away, you’ve planted seeds for follow-up and future conversion.

Be Curious, Not Pushy

• Listen more than they talk. Take notes during calls, mirror the caller’s tone, and ask thoughtful follow-up questions.
• Good sales conversations aren’t about closing quickly — they’re about creating clarity, building confidence, and guiding the caller toward a decision that suits
  them.
• The more curious and helpful you sound, the more callers will trust your business — and that trust leads to more bookings, more sales, and better long-
  term relationships.

FAQs about Best Questions to Ask Phone Enquiry Callers

What should you never say during a sales call with a new enquiry?

• Avoid negative language that shuts down the conversation.
• Using phrases like “We can’t do that,” “That’s not possible,” or “That’s not my job” create resistance.
• Instead, use reframing language such as: “Here’s what we can do…” “Let me check with the right person for you…” “What I recommend instead is…”

How do I politely stop a caller from talking too much or going off-topic?

• Use respectful interruptions with soft redirection phrases like: “That’s really helpful — may I ask just one more thing to get us on the right track?”
  “Great, thank you for sharing that. Let me guide us through a few questions to make sure I get everything right.”
• Training in conversation control is just as important as selling skills.

Is it okay to ask a caller “What’s your budget?” on the first call?

• Not directly. Instead, soften the ask to feel less transactional. Try: “Do you have a general range you were hoping to stay within?”
  “Are you leaning more towards something premium or something more basic at this stage?”
  This helps guide the offer without sounding like you’re trying to size them up.

What tone of voice converts best on the phone?

• Studies show that a tone described as calm, confident, and warm converts better than high energy or overly enthusiastic styles. Train your team to smile
  while speaking and to speak 10–15% slower than normal when presenting options or pricing. Avoid sounding rushed or robotic — tone creates trust.

Why do I lose callers after giving them a quote?

• It’s usually not the quote — it’s the lack of perceived value before the quote. If price is the first solid piece of information they get, and they don’t understand the
  benefits, they’ll compare on cost alone. Always frame the offer with:
  What’s included
  What’s different about your business
  Why people choose you
  Then quote with confidence.

What are the best softeners before asking sensitive questions?

• Use question softeners to make your enquiries feel respectful and conversational:
  “Would it be alright if I asked…”
  “Do you mind me asking…”
  “Just so I can help you better, may I ask…”
  These phrases reduce defensiveness and encourage openness — especially on questions about budget, medical history, or personal preferences.

How do I stop phone enquiries from ghosting after the first call?

• Use stronger follow-up systems and confirm next steps before hanging up. Ask: “Would it be helpful if I sent you a summary by email?”
  “Is it okay if I check in early next week once you’ve had a chance to think it over?”
• Also, always collect a mobile number and email for further follow-up on different channels

What is the ‘takeover question’ and why does it work?

• The takeover question is a powerful redirect to regain control when the caller jumps straight to price or availability:
• “Just before I answer that, do you mind if I ask a few quick questions so I can help you properly?”
  It’s polite, clear, and reframes the conversation around value — not cost.

How do I handle repeat callers who never book?

• Use pattern interrupt questions to dig deeper:
  “Thanks for calling again — can I ask what’s still holding you back?”
  “Would it help if I walked you through how others make the decision?”
  And always make a value-based offer for action:
  “Would you like me to hold a spot for you provisionally?”
  “Would you like me to pencil that in for you?”
  “Should I send something that shows how we compare to others?”

Best Books on Inbound Phone Enquiries

• Stop, Ask and Listen by Kelley Robertson
• How to Sell More in Less Time with No Rejection by Art Sobczak – Volume 1 and 2
• Telephone Tips that Sell by Art Sobczak

Further SPE Blog Reading on the Best Questions to Ask a Phone Enquiry

• How to adopt a Positive Mood and Attitude in your clinic
• How to be a better Listener in a Plastic Surgery Practice
• Superstar Phone Questions and Phrases for Plastic Surgeons – Phone skills  # 1
• Advanced Phone Skills to Book More Consultations – Phone Skills #2