How to Write a Calling Script for IVF Enquiries — With Full Templates

The Complete IVF Calling Script

Opening (30–45 seconds)

Context: Patient filled a form or called in. This is either an immediate callback or a follow-up the same day.

Script:

"Hello, am I speaking with [Name]? This is [Your Name] calling from [Clinic Name]. Thank you so much for reaching out to us — I just wanted to make sure you got a personal response, not just an automated message. [Pause — let them respond] Is this a good moment to talk for a few minutes? I want to make sure I understand your situation properly before I tell you anything about our clinic."

Why this works:

• Personalised ("personal response, not automated")
• Checks for availability (respects their time)
• Signals that the conversation will be two-way, not a monologue
• Sets expectations: we will listen before we pitch

Discovery Phase (3–5 minutes — do not rush this)

The discovery phase for IVF requires depth and patience that other verticals do not. The questions below are guides — not a questionnaire to race through.

Question 1: The journey so far

"How long have you been on this journey, if I may ask?"

Listen fully. Do not interrupt. The patient may share a lot or a little. Either is fine.

If they share: "Thank you for trusting me with that. I can hear that this has not been an easy road."

If they share briefly: Do not push. Move to the next question.

Question 2: Previous treatment history

"Have you had any evaluations or treatments done so far — either with us or elsewhere?"

This question tells you whether the patient is a first-time enquirer or a patient who has already been through one or more IVF cycles. The conversation and the eventual recommendation will be very different.

If they have had previous cycles: "I appreciate you sharing that. What I would like to understand is what felt different about those experiences and what matters most to you as you consider next steps."

If this is their first step: "That is completely fine — many patients come to us exactly at this stage, and we are glad you have taken this step."

Question 3: The decision-making dynamic

"Is this something you are exploring together — as a couple — or is this more of an individual decision right now?"

IVF decision-making often involves both partners. Understanding this helps you know whether the caller is in the position to make the appointment decision or whether a second conversation with the partner is part of the journey.

Question 4: The most important factor

"What matters most to you in choosing a clinic for this journey? Is it the doctor's experience, the success rates, the location, the support team — or something else entirely?"

The answer to this question tells you exactly what to emphasise in your clinic presentation. If they say "the doctor," lead with your doctor's credentials. If they say "support," lead with your counselling team and emotional support programme.

Clinic Presentation (2–3 minutes — tailored to discovery)

Present ONLY what is relevant to what the patient has told you. Do not give a standard clinic brochure monologue.

Template (patient has had previous failed IUIs):

"Thank you for sharing all of that with me. I want to tell you specifically about how Dr. [Name] approaches patients who have had previous IUI cycles, because it is different from the standard protocol. Dr. [Name] insists on a full diagnostic review before recommending any treatment — she has seen many cases where previous IUIs failed because of factors that were never fully investigated: sperm DNA fragmentation, endometrial receptivity, immunological factors. Her approach is to understand why before deciding what. [If outcome data available:] We have had [X] patients in similar situations in the past year. [Specific outcome — not a guarantee, a data point.] I would like for you to meet her and let her give you her honest assessment."

Template (first-time enquirer, no previous treatment):

"I am really glad you have taken this step. The first thing I want you to know is that your first consultation with us is a conversation — not a commitment to any treatment. Dr. [Name] will spend time understanding your complete history, and she will give you an honest assessment of where things stand and what your options are. Many patients tell us afterwards that the consultation gave them clarity they did not have before — either about the best path forward or simply about what questions to ask. Would that kind of conversation be useful for you right now?"

Handling the Four Most Common IVF Objections

Objection 1: "I want to think about it / discuss with my husband"

"Of course — and I completely understand. This is one of the most important decisions you will make together, and it deserves that conversation. Can I suggest something? Rather than deciding on treatment in the abstract, why not both come in for just a consultation — no commitment, no treatment plan, just information? Many couples find that hearing from the doctor together actually makes that conversation much easier. They leave with the same information and the same starting point. Would that be a useful first step? I could book a time that works for both of you."

Objection 2: "The cost is too high"

"I hear you, and I want to be honest with you about something. The cost of IVF varies a lot between clinics — and so does what that cost includes. At [Clinic Name], [explain what is included: consultations, monitoring scans, embryology, etc.]. We also offer [EMI options / phased payment options if applicable]. But I also want to say this: the most important investment decision in IVF is not about the cost per cycle — it is about the probability of success in fewer cycles. Many patients who go to the lowest-cost clinic end up spending more overall because they go through more cycles. I would genuinely like for you to have a consultation with Dr. [Name] and then make a fully informed decision. Would you be open to that?"

Objection 3: "I had a bad experience at another clinic"

"I am so sorry to hear that. That kind of experience, in the middle of an already difficult journey, is genuinely unfair — and I understand completely if it makes you cautious. Would it help to tell me a little about what happened? Not because I can promise anything different — but because I want to understand what went wrong and whether [Clinic Name] does things differently in that specific area."

Listen carefully. Do not defend the previous clinic or dismiss the patient's experience. After they share:

"Thank you for telling me that. I want to be honest with you — I cannot guarantee that everything will be different. What I can tell you is how we handle [the specific issue they raised]. I think it would be worth you having one conversation with Dr. [Name] and drawing your own conclusion."

Objection 4: "We are not sure if we are ready"

"That is one of the most honest things a patient can say — and I respect it completely. Here is what I can offer: a consultation is not a commitment to start treatment. It is information. Understanding where you stand medically, what your options are, and what the realistic journey looks like — that information is yours regardless of what you decide to do with it. Some patients come in for a consultation and start treatment the same month. Some come in, understand their situation, and decide to take six months before starting. Both are completely valid. The consultation gives you something you do not have right now: clarity. Would that kind of conversation be useful for you?"

The Close

"Based on what you have shared with me, I think a consultation with Dr. [Name] would be a really valuable first step — not to make any decisions, just to have a proper conversation with someone who specialises in exactly this. We have availability on [Day 1] at [Time 1] or [Day 2] at [Time 2]. Which would work better for you both? If you prefer to start with a video consultation — which many patients find easier as a first step — we can arrange that too."