Groov Wellness

Call Flow

1. 1

   Greeting — be excited!

   Inbound: "Thank you for calling Groov Wellness. May I have your name and best phone number in case we get disconnected?" Then: "I'm so glad you called. Just so you know, this call is being recorded and we do use an automated process for quality assurance purposes. What made you reach out today?"

   • Outbound: "Hi, this is [Your Name] calling from Groov Wellness. Am I speaking with [Patient Name]? Great! Do you have a few minutes? Just so you know, this call is being recorded and we do use an automated process for quality assurance purposes."
   • Reminder — do not read aloud: Check GHL Procedure of Interest and Appointment Day/Time!
2. 2

   Discovery — build rapport, validate

   • Open with a probing question — "What prompted you to reach out today?" or "Tell me a bit about why you reached out to us."
   • Discovery questions: How long have you been working on this? Have you tried anything before, or is this a fresh start? What made you decide now is the time?
   • If they ask what Groov does: "Groov helps with concerns around energy, weight loss, hormones, sleep, and overall wellness."
   • Validate: "I really appreciate you sharing that." · "It sounds like this has been weighing on you for a while." · "I'm really glad you called — you've come to the right place."
3. 3

   Qualify — explain the process & the cost

   "Here's how we get started: first, we complete a comprehensive lab panel — this lets our provider know exactly what's going on in your body for a customized treatment. Once results are back, you'll meet with a provider to review everything and create your personalized plan."

   • Lead in: "[Name], I'd love to walk you through how it works so you can tell me if it feels like a good fit." (Wait for response.)
   • Review cost before scheduling — no surprises: "The comprehensive lab panel and customized consult is an easy bundled fee of $197. We also have an option to use your insurance at the labs if you prefer. How does that sound?"
   • "It takes about 3 business days for lab results to return, so we need to reserve your consultation now. Let me pull up our schedule."
4. 4

   Schedule — the best next step

   • Offer two date/time options. The constraints below are hard rules — check them before offering a slot.
   • Schedule at least 3 business days out — guests need time to get to the lab and for results to return.
   • Labs must be completed at least 2 days before the appointment.
   • Do NOT schedule after 3:30 PM.
   • Credit card required to schedule — the guest is charged upon scheduling.
   • Consult runs 1 hour to 1 hr 15 min (for your reference — no need to read it to the guest).
   • Booking link: Book on ProspyrMed.
5. 5

   Patient Education — wrap up

   • Always cover: appointment date/time/provider/location; appointment instructions; how to reschedule; congratulate & close.
   • Groov specifics: "We'll send your lab order today. You'll complete your labs no later than 2 days before your consult. We'll see you on [Date/Time] to review your results and discuss your personalized plan."
   • "Do you have any questions before we let you go?" (Wait.) Close: "Thank you for calling Groov Wellness. We look forward to helping you feel your best."