THEY SAY THERE ARE no stupid questions. But like every industry, optical has its chestnuts, not to mention a few jaw-droppers. Some come from genuine curiosity (“Why do I need to be dilated?”), others from a little frustration (“Why are glasses so expensive?”), and a few from pure optimism (“Can’t you just buff out the scratches?”).

However obvious — or ridiculous — they may seem to you, these well-worn queries still deserve thoughtful, trust-building answers.

We asked readers to share the questions they hear most often in their day-to-day work lives, from the exam room to the sales floor. Then we handed that list to a group of industry pros — optometrists, opticians, consultants, and educators — and asked for their clearest, most effective responses. In the following pages we collect those scripts, comebacks, and confidence-boosting pivots in the hope that you might be able to use them to turn tricky moments — or lost opportunities — into stronger patient relationships.

CLINICAL

Why can’t I get contact lenses without an exam? / Why do I need an annual evaluation for contacts?

It’s one of the most common questions contact lens wearers ask — and one of the most misunderstood. Dr. Ryan Corte of Northlake Eye in North Carolina explains that contact lenses are Class II medical devices and require proper oversight to ensure long-term safety and vision health.

WHAT TO SAY: “That’s a great question — and I completely understand why it can be confusing. Contact lenses are classified by the FDA as medical devices. That means they require proper oversight because they sit directly on the surface of your eye and have the potential to cause harm if not used or monitored correctly. A standard eye exam checks your overall eye health and vision needs. A contact lens evaluation goes further: we assess how the lenses fit your eyes, how your eyes are responding to the material, and whether your prescription is still accurate. Even small changes in your eyes can impact comfort, vision, and long-term eye health. Our goal as eyecare providers is to protect your vision and keep your eyes healthy for the long run.”

Can I get a prescription for marijuana for my eyes?

In states where medical marijuana is legal, this question comes up more than you’d think. Dr. Jason S. Ng, a professor at the Southern California College of Optometry at Marshall B. Ketchum University, says it’s important to set the record straight.

WHAT TO SAY:  “It would actually be illegal for an eye doctor to write a prescription for marijuana, given its federal status. In some states, doctors can write a recommendation for it if you have a qualifying condition. Glaucoma is the only eye condition listed as a qualifying condition in many states that have legalized medical marijuana. However, both the American Optometric Association and the American Academy of Ophthalmology have stated that marijuana should not be used to treat any eye condition, especially glaucoma. The main way to manage glaucoma is to reduce the eye pressure. Marijuana only lowers eye pressure in some patients, and only for a short time. FDA approved medications for glaucoma are safer, cheaper, longer lasting and much more effective.”

Why do I need a diabetic eye exam? Isn’t that just a regular eye exam?

It’s a fair question — and one that deserves more than a rushed “they’re just different.” Dr. Ansel Johnson, founder and clinical director of Vision Salon Eye Care Associates in Blue Island, IL, explains that diabetic exams aren’t just more thorough — they can be vision-saving.

WHAT TO SAY: “Both exams check general eye health and vision, but a diabetic eye exam includes extra steps to catch eye problems from diabetes or prediabetes. Regular exams screen for vision issues, cataracts, or early glaucoma. A diabetic exam goes further, combining dilation with advanced imaging to detect changes earlier and track them more precisely. Diabetes can damage tiny retinal blood vessels without noticeable symptoms. Early detection lets your care team adjust treatment to protect vision and health. Even prediabetes can show early retinal stress — changes that, if caught, might inspire lifestyle tweaks to help prevent diabetes.”

Do I need to be concerned about blue light?

TL;DR (according to science): Not really.

Long Answer (according to Dr. Karl Citek, professor of optometry at Pacific University College of Optometry): A quick stroll outside on a clear day will expose you to more blue light in eight minutes than you’ll get from your phone all day. Blue light under 440 nm might worsen age-related macular degeneration in vulnerable people, and under 480 nm it might disrupt sleep patterns or trigger migraines. Most blue-blocking coatings only block about 25% of blue light — a similar reduction to simply increasing your viewing distance by about 10%.

WHAT TO SAY: “Blue light is more complicated than people think. The amount from screens isn’t dangerous, but it can affect sleep, especially late at night. The best fix? Dim the screen, hold it at a safe distance, and shut it down an hour before bed. And we can talk about lenses that may help reduce eye strain — but they’re not miracle cures.”

Why do I need to be dilated?

Most patients know dilation is part of an exam, but not everyone understands why it’s so important. Kathy Long, business operations advisor at Professional Eye Care Associates of America (PECAA), offers a clear, patient-friendly explanation.

WHAT TO SAY: “Dilating the pupil with special eye drops allows our doctor to obtain the most optimal view inside your eyes to detect health problems, such as diabetes, glaucoma, macular degeneration, cataracts, and high blood pressure, which can be detected even before the onset of any symptoms or loss of vision. It is possible that some of these eye conditions can go undetected without dilating your pupils.”

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Why doesn’t my prescription remain valid for longer than a year?

To patients, prescription expirations can feel like unnecessary red tape. PECAA’s Long frames them as a safeguard for vision and eye health.

WHAT TO SAY: “Eye prescriptions, especially for contact lenses, expire to ensure your vision correction is accurate and your eyes are healthy. Eyesight can change over time due to age, health conditions, and other factors, making an outdated prescription ineffective or even harmful. Regular eye exams, even if your vision seems stable, help detect potential issues early and maintain optimal vision.”

OPTICAL

Are Transitions/photochromics the same as sunglasses?

Patients often assume their photochromic lenses will perform just like dedicated sunglasses. Carrie Wilson, a master optician and master contact lens fitter who founded Optigal Consulting, helps you clarify the difference.

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WHAT TO SAY: “Photochromics are not designed to be true sunglasses but a comfort lens. They are great for changing lighting conditions but not for visually challenging tasks such as driving and sports.”

PRO TIP: You may want to consider adding that they may not activate fully behind UV-blocking windshields.

What is a PD and why do you need it? / Can I take it myself?

When a patient asks for their PD, it can sound like a simple measurement. But Carrie Wilson urges you to explain that getting it right takes more than a ruler and good intentions.

WHAT TO SAY: “PD stands for interpupillary distance, and most believe it measures from the center of the pupil to the center of the pupil. But what I am actually measuring is the point where the light enters each pupil. It is almost impossible to get this reading accurately with a ruler, so most opticians use a corneal reflex pupilometer or a digital measuring device. PDs should be taken for each eye separately, and where the light enters the eye varies based upon the distance of the point you are focusing on. If you take your PD yourself, you are likely to be off on your measurement, resulting in less clarity in your eyeglasses.”

Does this frame fit my face properly? / What shape of glasses looks good on me?

These are the kind of questions that spark a styling session — not a sales pitch. Wendy Buchanan, optician and eyewear image expert, suggests keeping the vibe upbeat, positive, and focused on personal style and proportions.

WHAT TO SAY: “Your face gives us lots of clues. Let’s have a look at your one-of-a-kind features — your angles and curves — to find the best shapes that vibe with your personal style and highlight your best features. Okay, now the fit has to pass the frame-perfect test! Let’s check three things: the shape mirrors your brow line, the bridge sits snug and balanced, and the width aligns with the widest part of your face. Check, check, check … you’re frame-perfect and stylish.”

What’s the difference between polarized and tinted lenses?

Patients often use “tinted” and “polarized” interchangeably — but they’re not the same thing. Heidi Klarkowski, an optician and customer service manager at Cherry Optical Lab, explains the distinction.

WHAT TO SAY: “Polarized lenses reduce glare and offer UV protection from various surfaces like water and roads. They enhance visibility and comfort in bright conditions. Tinted lenses can offer UV protection but will not reduce glare, offering basic sun protection.”
Can’t you just buff out the scratches on my lenses?

You’ve all seen it: the hopeful look in their eyes, the deep gouge in their lenses. Klarkowski keeps the answer simple, kind, and firm.

WHAT TO SAY: “No, unfortunately not. Trying to do so will remove the hardcoat from the lenses. In addition to damaging the hardcoat, it could possibly alter the prescription.”

How do I clean my glasses?

If someone’s reaching for their shirt hem, now’s your moment. Michele Self, optician and owner of A Spectacular Gaze Optical Consulting, keeps it simple.

WHAT TO SAY: “Always use a clean, soft cloth — never paper towels or tissues. We also recommend a lens-safe solution like the one we use in the office. I’m happy to show you how to use it.”

I don’t want glasses — can I just get my PD?

It’s the modern optical version of “Can I just get the recipe?” Self says every office should be ready with a clear, confident answer — and even aim to preempt the question all together with a printed handout.

WHAT TO SAY: Self leaves the details up to you but advises: “Every office should have a top 10 list ready for that question: ‘10 Reasons Why You Should Purchase Glasses from Our Office.’ This list can include professional measurements and a vow that the glasses will fit and sit correctly on their face. Print it on quality cardstock with your office logo.”

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PRICING

Are premium lenses really worth the additional cost? / Why are your lenses more expensive than Costco or Walmart?

When patients ask about price, they’re not just looking for numbers — they’re looking for reasons. John Seegers, director of education at Laramy-K Optical, and Keith Benjamin, the lab’s director of marketing, offer different but complementary takes on how to respond.

From John Seegers: “You can’t tell or teach someone what to say. You can only help them hear some of the language they might use so they can create their own skill set toolbox.” Here are a few adaptable examples:

WHAT TO SAY: “Your lens powers are quite high. So, in this case the premium lenses really will make a difference and are worth the additional cost. I’d suggest them.”

“Your lens powers are very low. So, in this case the premium lenses really won’t make any
difference and aren’t worth the additional cost. I’d recommend we just go with ___.

“If you were going into a progressive I might suggest the premium lens but in single vision you’ll do just fine with the stock lenses we use. And I’ll have them ready in 20 minutes.”

And when the Costco question comes up?

“I have nothing against Costco or Walmart, and they offer some good products, but they have a very limited selection. They simply can’t offer the range of options and customization that we do; they need to keep things as simple and as affordable as they possibly can.”

From Keith Benjamin: “When every other customer asks — ‘Why are your lenses more than Costco?’ — you may be sending the wrong message. A space that feels like a commodity attracts people who value cost above all else. When the experience and environment speak for themselves, the client trusts the optician, and the price argument disappears.”

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Why are glasses/lenses so expensive?

This one isn’t just about price — it’s about value. Joy Gibb, ABOC, president of Eyes of Joy Mobile Optical Service, says the key is to educate without overwhelming, and to always bring the conversation back to the patient. “I never tell them what technical lens material I’m using, but I will say I’m recommending this lens today because it’s impact resistant.”

WHAT TO SAY: “I chose this because if you are ever driving and an airbag deploys, I don’t want the lenses shattering into your eyes. I have very high standards for the lenses and frames I use and I have every confidence you will be satisfied.”

If the patient pushes back that they can buy them for less at a big box warehouse or national chain:

“We don’t have the same buying power as those large retailers, but we appreciate your support of our small business and our commitment to giving back to our community.”

Why are your glasses so expensive? Can’t I just get them online for cheaper?

When cost objections pop up, Kayla Ashlee — co-founder of optical education company Spexy and international speaker — suggests staying open, staying confident, and giving patients a path forward instead of shutting the conversation down.

WHAT TO SAY: “Yes, and the reason why is that the glasses we produce for you will give you exceptional clarity. That said, we do have beautiful frames to fit nearly any budget. Let’s find the style you are looking for and I will show you different pricing options.”

Can I take something off to bring down the price? Can I get a discount?

From Ashlee again:

WHAT TO SAY: “We do offer a discount on a second pair of glasses. We get a discount, so we pass that discount on to our patients.”

PRO TIP: When asked if items can be removed to lower the cost, this means the patient does not fully understand the value of what was presented to them. You will need to answer with slightly different wording about the eyewear features. Do not repeat exactly what you said the first time. Use some of the same wording and this time focus on how that item will better their everyday life.

Can I just get my prescription to buy glasses online?

Says Ashlee: Most staff sheepishly hand over the prescription — but this is a chance to learn and reconnect.

WHAT TO SAY: “Yes, I can certainly get your prescription for you, and I would love to know more because I am looking for ways to improve our optical. Were you able to find something else you liked online?”

“They may show you styling you don’t have,” adds Ashlee. “But most of the time they reveal they’re going online for perceived savings. This is when you can refer back to the first answer and discuss your different pricing options.”

CUSTOMER SERVICE

How long will it take to get my glasses?

Turnaround times vary — and patients don’t always realize just how many factors are involved. While there’s no one-size-fits-all answer, Heidi Klarkowski of Cherry Optical Lab says the key is to explain the process and set realistic expectations up front.

WHAT TO SAY: “That depends on the lenses, coatings, and any custom features we’re ordering for you. Some jobs are quick; others take longer to get exactly right. We’ll keep you updated — but if you need them by a specific date, let us know and we’ll do our best.”

Can I get an appointment any sooner?

When someone’s pushing for an earlier appointment, it’s not always just impatience — sometimes they’re in a bind. Joy Gibb recommends leading with empathy, asking questions, and training staff to recognize urgency.

“We should always try our best to accommodate our patients, but not at the inconvenience of patients who have taken time off work or gotten babysitters for appointments they scheduled ahead of time. Making notes when scheduling, such as ‘Patient doesn’t have current glasses to wear’, can lead to a great conversation that contacts are the backup to glasses, not the other way around. It’s also an opportunity to make sure we pre-appoint so they don’t run out of contacts in a year.”

PRO TIP: Train your team on phone triage protocols so they can confidently distinguish between routine, urgent, and emergency appointments.

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How much longer do I have to wait to see the doctor?

Sometimes this one is voiced, but often its conveyed through silent smoldering. Self recommends empathy and reassurance.

WHAT TO SAY: “Sometimes the doctor discovers unexpected vision problems that require extra investigation. Please know you’ll receive the same thorough exam.”

INSURANCE

Why don’t you know exactly what I have to pay when I leave? / Why am I still paying so much if I have insurance?

Insurance questions are among the most frustrating — especially when the patient hears one thing from the front desk and another from their insurance rep. Joy Gibb says clarity and transparency are your best tools.

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WHAT TO SAY: “We use the guidelines provided by your insurance company, but things like deductibles, secondary coverage, and diagnostic testing can change what’s covered. We’ll print out your benefits and go over them together — but any balances are based on the contract between you and your insurer.

“Also, keep in mind: routine and medical exams are billed differently. If we’ve said this visit will be billed medically, we’ll explain that upfront to avoid any surprises.

“It can be confusing — even for us — but we’ll walk through it with you. If something still feels off, we’re happy to call your insurance provider together to sort it out.”

Why do you need my medical insurance card?

Some patients are surprised when you ask for both vision and medical insurance. Kathy Long, Business Operations Advisor at Professional Eye Care Associates of America (PECAA), keeps the explanation straightforward.

WHAT TO SAY: “Sometimes, at the start of an eye exam, it can be difficult to determine if your exam will be medical or vision, so collecting both vision and medical information allows us to verify benefits ahead of the visit, to provide you with coverage details.”

Are you married? When are you going to retire? Who did you vote for? (And other too-personal or inappropriate questions.)

Whether it’s awkward small talk or questions that cross a line, your team needs a consistent, respectful way to handle overly personal interactions — especially when they catch you off guard. Dr. Ginamarie Pugliese Wells, PhD, a master certified coach and trainer who specializes in workplace communication, recommends building responses around the “Three Ps”:

Polite: Stay calm: It’s usually not about you.
Professional: Remember why the patient is there.
Policy-based: Make it about the office’s code of conduct or expectations.

Here are a few of her go-to scripts:

WHAT TO SAY

Are you married?

“I appreciate your interest, but I’d love to spend our time today focusing on the health of your eyes.”

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Are you single? Can I take you out sometime?

“I appreciate the compliment, but it is unethical/illegal for me to get personally involved with my patients. We should stay focused on the reason you’re here today; that is to get a great eye exam.”

When are you going to retire?

“Thank you for asking. I really don’t have a timeline, but when the time does come, rest assured, the practice will notify all of our patients with a well-thought-out plan on what the next steps will be.”

Who did you vote for?

“I can appreciate your curiosity, but as a healthcare practitioner it is my responsibility to remain non-partisan at work. I can tell you that our practice takes voting very seriously and for every election, we make sure everyone here has the chance to get out and exercise their civic duty. Now, let’s get back to those eyes!”

PRO TIP: Dr. Wells recommends Vot-ER.org, a great resource for healthcare providers navigating voting conversations.