Chapter 61

How should telephone messages be obtained when dental office is closed?

Answering service and answering machine

Which dental professional is key in marketing a practice because they have first contact with the patient?

Business Assistant

Americans spend more time with their _ than anyone else.

Coworkers

Besides patients of the practice, who would the business assistant correspond with?

Everyone

Which component is included in the salutation of a letter?

Greeting

How are objective fears attained?

by learning fears from past experiences

What piece of equipment allows you to send and receive typed documents?

fax machine

The business telephone should be answered after

first ring

What type of communication describes our body language?

nonverbal

Select a less intimidating term for "drill"

prepare

How could a patient be psychologically influenced by the attitudes of others?

subjective

What is the key to a successful work environment?

teamwork

The ___ is the most important item in a dental office used for public relations.

telephone

Example of an external marketing activity is

website

What percentage of gross revenue should a dental practice invest in marketing?

3%-5%

What percentage of verbal communication is never heard?

90%

The best way to calm irate patient is to

Invest some time. Sometimes a patient's anger is really a cry for help or attention. ... Dial up the empathy. When patients become belligerent, it can be hard to stay calm. ... Keep your cool. ... Mind your body language. ... Physically protect yourself. ... Legally protect yourself. ... Try to end the conversation on a positive note

Which would not be a stress factor for someone working in the dental office?

Job flexibility

Which is a valuable communication tool for dental practice?

Practice newsletter

What nonverbal behavior could signify tension and uneasiness in a dental patient?

Restrained giantGrasping the chair arm Rapid shallow breathing