TheKey_Sales_Process_Final.txt

TheKey Intake Playbook - 5-Step Sales Process

Step 1: Build a Relationship
Greeting and Tone of Voice - Make good first impression, keep opening simple, ask open-ended questions.
Inbound Call: "Thank you for calling TheKey Home Care. My name is [advisor name]. How may I assist you today?"
Outbound Call: "Hi, this is NAME calling from TheKey Home Care regarding your recent inquiry."
Gather: name, callback number, who care is for, any additional care (PT, OT, hospice), what prompted call, referral source, zip code for coverage.

Step 2: Identify The Problem
Empathy and Active listening. Discovery Questions using PORCH framework:
P = Prospective Client: Tell me about their condition, how long they've needed care, what led to reaching out.
O = Opportunity: What does typical day look like, who helps out, what times need most help, goals.
R = Readiness: How quickly need to get started, short or long-term.
C = Caregiver: How far do you live, what's most challenging, highest priority needs.
H = Hours: Estimated hours per day, essential tasks, interest in doctor appointments/meal prep/cleaning.

Step 3: Explain The Solution - Identifying what sets TheKey apart
Pain Point / Differentiator mapping:
"Will they be reliable?" -> Local Feel, National Scale
"Looking for cheapest option" -> Concierge-Level Oversight
"Just need help with laundry/cooking" -> Balanced Care Method (five pillars: physical activity, mental stimulation, healthy nutrition, social engagement, purpose)
"How do I know this works?" -> Scientific Advisory Board
"Becoming difficult/aggressive" -> Dementia Expertise
"I am exhausted/stressed" -> Full Care Team Approach
"Last caregiver sat on phone" -> TheKeyMatch System
"Health declining quickly" -> Comprehensive Care Spectrum

Recommending Hours: Identify Zip Code, find office in Salesforce, reference Office Pricing Sheet, inform client of pricing range.

Step 4: Schedule the Assessment
Be assumptive - tell them next steps including day and time. Assessment: in-home with dedicated local Client Success Manager, walk through daily routine, health needs, preferences. Create personalized care plan and identify best-fit caregiver based on skills, personality, routines, cultural/language preferences.
Not Ready: Schedule follow-up call for specific date and time.

Step 5: Summarize the Call
Recap care needs, assessment date/time, address. "We're here 24/7."
Objection Handling - CAT Method:
Clarify: Hear objection and restate it.
Answer: Address concern with context, value, or solution using Value-Based Education, Flexibility, and Reassurance.
Trial Close: Soft commitment check or bridge to next step.

Common Objections:
Pricing: "Pricing is based on client needs. Let me understand your situation to give hours and rates recommendation."
"That is expensive/too many hours": "Very common to feel uncertain. Balanced Care Method designs care specifically for client needs. Pay-as-you-go means flexibility."
"Expensive compared to other agencies": "24 years experience, extensively vetted caregivers, dedicated care manager, family app for real-time visibility."
"Cannot afford that": "You can tailor days and times to suit needs and budget. Focus on top priorities first."
Resistant to Care: "Balanced Care Method matches caregiver on needs AND personality. Focus on life enrichment, not just care."
Multiple Decision Makers: "Provide resources and website to share with family. Schedule assessment where everyone can attend, virtual option available."
Caregiver Reliability: "Not just one person - full local team. Dedicated Client Success Manager. Scheduling/staffing teams ready to step in."

FAQs:
What can you help with? Personalized care plans based on goals, routines, preferences.
No Long Term Contracts: Agreement to pay for care received only.
Billing: Weekly billing, ends Sunday, credit card or ACH.
PT/OT Assistance: Caregivers can assist with PT/OT routines and range of motion exercises.
Medicare/Medicaid: Medicare does not cover this type of care. Services primarily paid out-of-pocket. Long Term Care Insurance may cover.
Caregivers Licensed: All W-2 employees, bonded, insured, workers comp, criminal background checks federal and state.
Live-in Care: Two 12-hour shifts, awake and alert including nights. For clients who sleep through night, recommend live-in (2 caregivers per week).
Mileage: IRS rate $0.70/mile for caregiver vehicle. No charge for client vehicle.
Insurance for Transportation: Insurance follows the vehicle.
Pricing: Varies by market, determined by local office and zip code. Provide range during initial call, final pricing after assessment.