How a new hire learns to answer.
Not a course. A training system: ten minutes a day, every rep graded against an answer key a dentist has reviewed, every level earned.
A real moment from your day
Each rep is a scenario written for your role: the front desk gets the booking call and the checkout, assistants get the walk back and the x-rays, hygienists get the cleaning and the gum conversation. The briefing tells you where you are, who the patient is, what's on the chart and what you're aiming for. It never tells you what they're wondering.
Leave Maria knowing what she's booked, how long it takes, and when to plan it.
They wonder like real patients
The patient has one to three questions they won't ask out loud. Answer one, plainly and at the right moment, and they relax. The trust meter shows it as it happens. Rush, lecture or bury them in jargon and it drops. Leave their questions unanswered and they'll stay polite, then leave without booking.
The review your front desk never gets
What the patient was wondering and whether you answered it. Every clinical statement checked against the approved answer. The skills your level teaches, scored on the shade guide. The line where it turned, and a better version of your own words. Pass is 70 with no automatic fail, and the coach can only grade what the level has taught.
Earned, never given
Nobody skips levels. Pass eight reps at your level, every patient visit for your role at least once, one pushback conversation, and keep your last five free of automatic fails. Level 1 is the first exam. Level 5 is the patient calling in pain.
Graded the way your office works
Every office does exams, x-rays and emergencies a little differently. The doctor answers a short questionnaire once and adds the fee table. From then on those answers are the only numbers and policies the coach accepts.
Comprehensive: full charting, gum measurements, oral cancer screening, a full set of x-rays if none in five years. Periodic: exam, two bitewings yearly.
For the doctor
"With that bleeding you'll probably want the deep cleaning."
"Honestly it's less radiation than eating a banana."
You're not checking homework. You're watching your team get better at the conversations you never get to hear.
A pulse on every team member: fifteen seconds, not a meeting.
New hires ramp on practice patients, not your real ones.
When the whole front desk misses the same question, that's not three weak hires. That's a gap in how your practice explains it.
Fig. — Susan walks through a full rep