ACT Receptionist Training
Gas cylinders present an emergency if they __________. A. Are kept near pets. B. If they get old. C. If they fall. D. None of the above.
C. If they fall.
Fill in the blank regarding clients, "They don't care how much you _______, until they know how much you care." A. Do. B. Help. C. Know. D. Say.
C. Know.
What does PPE stand for? A. Personal Protective Emergency. B. Personal Proper Equipment. C. Personal Protective Equipment. D. Personal Proper Emergency.
C. Personal Protective Equipment.
_______________ should be placed in a sharp's container. A. Blood tubes. B. Dirty exam gloves. C. Scalpel blades. D. Suture material.
C. Scalpel blades.
For active listening to be effective you need to avoid: A. Looking at the client B. Interrupting clients C. Smiling D. Leaning in to show interest
B. Interrupting clients
Doing "a little bit more" for customers provides an excellent customer service experience. A. True B. False
A. True
What is the most common way to restrain a non-aggressive cat? A. By the back legs. B. One hand under the belly, and the other around the neck. C. By the scruff. D. By the front legs.
B. One hand under the belly, and the other around the neck.
A ___________ is a disease causing bacteria or virus. A. Parasite. B. Pathogen. C. Pathos. D. Fungus.
B. Pathogen.
Using a client's name when speaking with them shows: A. That you have a great memory B. Respect and that you know who they are C. That you like them D. Favoritism
B. Respect and that you know who they are
To help with time management, receptionists can: A. Take a nap over the lunch hour B. Schedule non-urgent tasks such as reminder calls and inventory duties at designated times C. Post-pone duties that aren't enjoyable D. Schedule as many appointments as possible
B. Schedule non-urgent tasks such as reminder calls and inventory duties at designated times
If a pet owner indicates they have cost constraints as a reason for not booking an appointment, it is a best practice to say: A. "I understand finances are limited for many people. We do offer Care Credit, a payment plan that allows you to spread out the cost of the appointment over multiple months or preventive care plans that spread the cost of care over 12 months. Would one of these options work for you?" B. "I'll talk to Dr. Smith and see if we can bill you." C. "I'm sorry to hear that. Maybe next month you'll have more money." D. "That's OK. Scooter's vaccines can wait."
A. "I understand finances are limited for many people. We do offer Care Credit, a payment plan that allows you to spread out the cost of the appointment over multiple months or preventive care plans that spread the cost of care over 12 months. Would one of these options work for you?"
Which is the most effective phrase to get price shoppers to become new clients? A. "When would you like to schedule your pet's exam? We can see you today at 2 p.m. or tomorrow at 11 a.m. Which choice fits your schedule?" B. "Do you want to make an appointment?" C. "Are you still calling around checking prices, or are you ready to schedule your pet's exam?" D. "I hope you'll become a new client here."
A. "When would you like to schedule your pet's exam? We can see you today at 2 p.m. or tomorrow at 11 a.m. Which choice fits your schedule?"
Why should you try to always answer questions with a "Yes"? A. Allows for a positive interaction B. The client should always get whatever they ask for C. The patient will receive better treatment this way D. So the client will leave you alone
A. Allows for a positive interaction
What are 2 communication skills you can use to respond to clients who are upset or frustrated about their pet's medical condition and/or the cost of care? A. An empathy statement and a reflective listening statement B. Reflective listening statement and an open-ended question C. Apology and an empathy statement D. Assess non-verbal communication and an empathy statement
A. An empathy statement and a reflective listening statement
Treat all biological samples ___________. A. As if infected. B. As if not infected. C. As if safe. D. None of the above.
A. As if infected.
Which is NOT one of the four steps to efficiently schedule exams in less than 3 minutes? A. Ask which payment method the client will use B. Evaluate urgency (preventive care vs. sick) C. Ask if the client prefers a specific doctor D. Ask if the client has a preferred time and day of the week
A. Ask which payment method the client will use
How should you greet each client when they arrive for their appointment? A. By greeting the client and pet by name. B. By asking them to verify their name and address. C. By greeting the client and asking them what they are there for. D. By asking them to sign in.
A. By greeting the client and pet by name.
It is considered proper etiquette to call a client: A. By their formal name such as Mr. Smith or Mrs. Jones unless they tell you to use their first name B. You don't need to use the clients' names C. Nicknames you make up for them D. Who can remember names, right?
A. By their formal name such as Mr. Smith or Mrs. Jones unless they tell you to use their first name
To increase team member accountability for keeping the hospital clean, you can: A. Create check-lists for daily and weekly duties with check-off boxes for staff to initial when job tasks are completed B. Nag team members who are lazy C. Give up-no one is going to be accountable D. Hope everyone will chip in as needed
A. Create check-lists for daily and weekly duties with check-off boxes for staff to initial when job tasks are completed
One of the ways you can increase your value to the practice is by: A. Creating a list of FAQs to use in the practice as a training guide B. Working overtime C. Never giving feedback D. Not worrying about client alerts or email addresses
A. Creating a list of FAQs to use in the practice as a training guide
Even the most _________ client should be treated with courtesy and respect. A. Demanding. B. Wealthy. C. Professional. D. Easy going.
A. Demanding.
The _________ is responsible for their health by following safe work practices. A. Employee. B. AVMA. C. Employer. D. Both A and C.
A. Employee.
What should you not include on a prescription label? A. Personal effects B. Dosing instructions C. Patients name D. Hospital contact information
A. Personal effects
The client's wait time in the exam room is just as important as in the reception area. A. TRUE B. FALSE
A. TRUE
When paging an employee about a caller who is holding, you should share all of the following information EXCEPT: A. The number the client called from B. Client name C. Purpose of the call D. Patient name
A. The number the client called from
When checking in an existing client you should take the opportunity to promote refills and other services that their pet may need for what reason? A. To promote compliance for preventatives and prescription diets. B. The technicians may forget to talk about this. C. To build revenue. D. To give them the option to decline additional services.
A. To promote compliance for preventatives and prescription diets.
Because hours could pass before the client gets a returned call, your client service team needs to screen calls so pet owners get immediate service. A. True B. False
A. True
If you answer the phone with a triple-espresso greeting, you will transfer your stress onto the caller and he may be more demanding in return. A. True B. False
A. True
Quoting dental prices over the phone could make the caller feel victim to a bait-and-switch tactic or limit the dental services that the patient receives. A. True B. False
A. True
When making appointment confirmation calls, avoid medical jargon such as asking the client to bring a fecal specimen. A. True B. False
A. True
A clean reception area tells clients that a hospital is probably clean throughout. A. True. B. False.
A. True.
Clients typically do not realize how many services are offered by their veterinary hospital. A. True. B. False.
A. True.
Mistakes are easier to tolerate if they are volunteered rather than discovered by management. A. True. B. False.
A. True.
Using hearing protection is an important part of working in a kennel. A. True. B. False.
A. True.
To stay organized, receptionists can: A. Use desk organizers and put all important phone numbers and relevant notes on 1-2 Word documents B. Have plenty of trash cans C. Keep candy hidden in a drawer D. Tell their boss they need more help
A. Use desk organizers and put all important phone numbers and relevant notes on 1-2 Word documents
When referring to a pet, a best practice is to: A. Use the pet's name rather than saying "he or she" B. Say, "come here" C. Tell the client how lucky they are to have a cat D. Say, "Gee, he looks scared."
A. Use the pet's name rather than saying "he or she"
A _______ reputation spreads quicker than a _______ one. A. bad, good B. good, bad C. good, non-existent D. None of the above.
A. bad, good
A good way to determine the best service for your clients is by: A. better understanding them by asking questions and effectively listening to their responses. B. forming pre-conceived ideas about them based on their demographic and socio-economic status. C. developing a standard protocol with all clients that is strictly followed. D. assuming every client has a basic need to be told what to do.
A. better understanding them by asking questions and effectively listening to their responses.
What should you say if a client still has questions about their pet's care after they see the doctor? A. "Don't worry. You'll remember when you get home." B. "I don't know the answer to your question, but it's important so let me go find out." C. "Sorry I can't answer your question." D. "Why don't you call us once you get home and ask a technician?"
B. "I don't know the answer to your question, but it's important so let me go find out."
Which of the following is a good empathy statement to use with a client who is frustrated or concerned about their pet's care? A. "Wow, I'd be upset too if I were you." B. "I understand you're going through a difficult time with ______." C. "I'm sorry Dr. _____ didn't explain everything." D. "I'm sure ______ will be fine."
B. "I understand you're going through a difficult time with ______."
When transferring calls, you should say: A. "Please hold while I transfer you." B. "Let me connect you with the surgery technician, ______." C. "I will transfer you now." D. "Let me put you on a brief hold and then transfer you."
B. "Let me connect you with the surgery technician, ______."
Which phrase should you use when placing a caller on hold? A. "Thank you for calling <Your Veterinary Hospital>. This is <your name>. If this isn't an emergency, I need you to hold." B. "Thank you for calling <Your Veterinary Hospital>. This is <your name>. Is this a medical emergency, or are you able to hold?" C. "Thank you for calling <Your Veterinary Hospital>. This is <your name>. Please hold." D. "<Your Veterinary Hospital>. Please hold."
B. "Thank you for calling <Your Veterinary Hospital>. This is <your name>. Is this a medical emergency, or are you able to hold?"
Instead of telling a client " I am sorry you had to wait", you should tell them this instead: A. "Thank you for waiting" B. "Thank you for your patience" C. "I am sorry this is taking so long" D. "I hope this will not make you late for something."
B. "Thank you for your patience"
If a clinic has more than ___________employees, they need to post the log of occupational injuries and illnesses. A. 5 B. 10 C. 15 D. 20
B. 10
Studies show that clients usually begin to get upset after waiting for how long? A. 10 minutes B. 15 minutes C. 30 minutes D. 45 minutes
B. 15 minutes
How many options is optimal to give to a client when scheduling a progress exam? A. 1 B. 2 C. 3 D. 4
B. 2
An effective reminder system includes at least how many reminders using a combination of emails and postcards? A. 4 B. 3 C. 2 D. 5
B. 3
What percent of all pet owners go online for pet information? A. 25% B. 38% C. 75% D. 63%
B. 38%
A tool that will increase efficiency at the front desk is: A. Stapler B. A fee sheet listing commonly quoted fees C. Stacks of spiral notebooks D. iPad
B. A fee sheet listing commonly quoted fees
An excellent way to create a positive first impression on the telephone is to say: A. "No problem" B. A positive statement as your first response to the caller C. We're the best veterinary practice D. Your opening greeting quickly
B. A positive statement as your first response to the caller
Which of the following are true: A. Most states mandate that only certified veterinary technicians are able to fill prescriptions. B. Anyone in the practice can do this, but it takes following a well-defined system C. Labels should be provided only if the client requests it D. Prescriptions should only be filled 48 hours after E. All of the above
B. Anyone in the practice can do this, but it takes following a well-defined system
Why should gloves be worn during a dental cleaning? A. Gloves create a better grip on the tools. B. Bacteria in mouth can be harmful if get into cracks in the skin. C. The water from the scaler is hot, and can burn your hands. D. All of the above.
B. Bacteria in mouth can be harmful if get into cracks in the skin.
When lifting, hold objects _______________. A. Away from your body. B. Close to your body. C. Above your head. D. Below your waist.
B. Close to your body.
What are the 4 elements of a good phone message? A. Date, name of caller, how many times they've called, name of doctor B. Date and time of call, name of the caller, purpose of the call, your name C. Your name, time of call, smiley face, what caller needs D. Date and time of call, exclamation mark if urgent, purpose of call, details of call
B. Date and time of call, name of the caller, purpose of the call, your name
Which is not a recommended ways to sell products? A. Promote refills at check in B. Don't let the client leave without buying something C. Educate the clients about reasons why they need it D. Send out reminders to refill products
B. Don't let the client leave without buying something
What is the name of the badge that should be worn at all times of radiation exposure. A. Doppler. B. Dosimeter. C. Tonometer. D. Osscillometric.
B. Dosimeter.
A cat scratch is not considered an injury. A. TRUE B. FALSE
B. FALSE
There is no need to rinse cleaning products from the floor after mopping. A. TRUE B. FALSE
B. FALSE
Employees working in the veterinary field see the exact same situation every day. A. True B. False
B. False
Including pictures of your staff and short bios is not something that clients are interested in. A. True B. False
B. False
Teamwork only applies to those individuals that work as technicians. A. True B. False
B. False
There is no need to be a "people person" when working in the veterinary field since the patients are animals. A. True B. False
B. False
When posting on social media, clients are more drawn to read posts by professionals who use wordings such as "You should..." A. True B. False
B. False
When talking with price shoppers, you should start with the price and then explain which services are included. A. True B. False
B. False
Because the doctor actually examines their pet, clients feel that interaction influences them more than interaction with other staff members. A. True. B. False.
B. False.
Dispose of needles and scalpels in a plastic baggie, then place in a trash can. A. True. B. False.
B. False.
It is not necessary to price every item. A. True. B. False.
B. False.
Most clients say the yellow pages were their main source of referral. A. True. B. False.
B. False.
Muzzles are usually painful to the pet, and should be avoided. A. True. B. False.
B. False.
The doctor will typically suggest the owner restrain their animal. A. True. B. False.
B. False.
One of the ways to ensure an attractive, clean work environment is to: A. Put up posters on the walls B. Get rid of clutter and brochures that are outdated C. Spray perfumes D. Leave the mop bucket out for quick clean-ups
B. Get rid of clutter and brochures that are outdated
When picking up a dog, control the dog's ____________. A. Legs. B. Head. C. Paws. D. Abdomen.
B. Head.
The "H" in the acronym "HEAT" stands for A. Help B. Hear C. Health D. Humble
B. Hear
A client's perception of value is shaped by what? A. How much their bill was. B. How they felt they and their pet were treated. C. How much wait time they experienced. D. How easily they were able to schedule an appointment.
B. How they felt they and their pet were treated.
When is the recommended time to document after seeing a patient? A. Lump them all at the end of the day B. Immediately after the interaction C. The next day D. Don't document it at all
B. Immediately after the interaction
What does MSDS stand for? A. Material Section Data Sheet. B. Material Safety Data Sheet. C. Material Safety Data Schedule. D. Material Safety Documentation Schedule.
B. Material Safety Data Sheet.
OSHA stands for? A. Occupational Safe Health Association B. Occupational Safety and Health Administration C. Occupational Security and Hazards Act D. Occupational Safety and Hazards Association
B. Occupational Safety and Health Administration
When a caller asks, "How much does it cost to clean my dog's teeth?" You should: A. Quote the basic dental procedure price. B. Offer to schedule an exam with a veterinarian so you can provide an accurate treatment plan. C. Quote the low and high end of the procedure such as "We charge $250 to $2,000 depending on how much dental work your pet needs." D. Tell the caller that you don't quote dental prices over the phone.
B. Offer to schedule an exam with a veterinarian so you can provide an accurate treatment plan.
Which staff member should decide how to handle walk-in appointments? A. Receptionist B. Practice manager C. Veterinary technician D. Kennel technician
B. Practice manager
Which exam pattern should you strive to achieve? A. Sick / sick / sick B. Preventive care / sick / preventive care C. Sick /sick / preventative care D. Preventive care / preventive care / preventive care
B. Preventive care / sick / preventive care
Two different chemicals __________. A. Should never be mixed together. B. Should never be mixed together unless directed by the manufacturer. C. Should be mixed together. D. None of the above.
B. Should never be mixed together unless directed by the manufacturer.
Why is it important to collect client emails at every visit? A. To let them know you care. B. So you can send them email reminders, appointment confirmations and surveys after their visit. C. To email them when you have a question. D. Because you need it to update their file.
B. So you can send them email reminders, appointment confirmations and surveys after their visit.
Client compliance is most affected by... A. Prices. B. Staff. C. The product. D. Hours.
B. Staff.
Which of the following phrases help in communicating concern while handling mistakes? A. I will have a manager address this problem B. Thank you for bringing this to my attention, we appreciate your feedback C. I will be with you in just a minute D. I am sorry, there is nothing I can do to help you. E. All of the above
B. Thank you for bringing this to my attention, we appreciate your feedback
What is a way you can increase the likelihood of a client booking an appointment? A. Offering a discount B. Transferring trust to the doctor from the receptionist C. Expressing concern about the client's finances D. None of the above
B. Transferring trust to the doctor from the receptionist
When a caller responds with "The doctor will know why I'm calling." You should: A. Transfer the caller to voicemail B. Use benefit statements such as "The doctor has asked me to note your specific question on the message so he can have your pet's medical record in front of him and be prepared to answer your question. This will help him respect your time and provide the information you need." C. Take whatever information the caller is willing to provide. D. Ask the client to call back after 1 p.m. when the doctor is finished with surgery.
B. Use benefit statements such as "The doctor has asked me to note your specific question on the message so he can have your pet's medical record in front of him and be prepared to answer your question. This will help him respect your time and provide the information you need."
When scheduling a progress exam, how should you word the question? A. Will you be scheduling a follow-up exam? B. What time works best for you? C. Do you want to make your next appointment now? D. Are you ready to schedule the progress exam?
B. What time works best for you?
"If it isn't _____________, it didn't happen." A. True. B. Written. C. Legible. D. Heard.
B. Written.
If you know that the answer to a client's question is "No", how should you begin your response? A. Maybe... B. Yes... C. No... D. I don't think so...
B. Yes...
Interviewing a new client to complete their paperwork is more effective because: A. You can complete the form faster. B. You can read your own handwriting and it comes across as more friendly to the client. C. They have their hands full. D. You don't want to bother them with paperwork.
B. You can read your own handwriting and it comes across as more friendly to the client.
Client's animals should be ____________ other animals while waiting in the reception area to be seen by the veterinarian. A. kept close to B. kept separate from C. introduced to D. walked with
B. kept separate from
When one team member ___________ , we all _____________. A. goofs off, look bad. B. looks bad, look bad. C. looks good, look bad. D. None of the above.
B. looks bad, look bad.
You should notify your ____________ immediately after an accident occurs. A. co-worker B. manager C. family D. none of the above
B. manager
When making reminder calls to clients with overdue services for their pets, it's best to say: A. "We really need to book more appointments so please call us" B. "We love seeing Scooter do tricks so come in soon" C. "Dr. Smith wanted me to call to let you know that Jake is due for his Rabies vaccination and heartworm prevention" D. "No need to call us back, just show up when you want."
C. "Dr. Smith wanted me to call to let you know that Jake is due for his Rabies vaccination and heartworm prevention"
If the caller is not a client, what is a good question to ask to determine how relevant the call is for the manager or veterinarian? A. "Why should I help you?" B. "Why do you need to talk to her?" C. "Is Dr. Smith expecting your call?" D. "When is a good time to call you back?
C. "Is Dr. Smith expecting your call?"
When should you make appointment confirmation calls? A. 2 weeks before B. 3 days before C. 2 days before D. Same morning
C. 2 days before
According to the AAHA study on compliance, most hospital teams overestimated client compliance by how much? A. 5% B. 10% C. 25% D. 35% E. 50%
C. 25%
What percentage of pets are overweight or obese? A. 10-25%. B. 35-50%. C. 45-60%. D. 60-75%.
C. 45-60%.
Most clients spend about _____ of their time with the front office team. A. 30%. B. 40%. C. 50%. D. 60%.
C. 50%.
Studies show client form first impressions within: A. 1 minute B. 2 seconds C. 7 seconds D. 5 minutes
C. 7 seconds
What percentage of business calls are placed on hold? A. 30% B. 50% C. 70% D. 90%
C. 70%
What percentage of pet owners would buy products if you just recommended them? A. 20%-30% B. 40%-50% C. 70%-80% D. 80%-90%
C. 70%-80%
When working in a veterinary hospital, 'adjusting to change' is important. Which is an example of that? A. New Drugs/Medications B. Working with different veterinarians C. Both A and B D. None of the above
C. Both A and B
How do you increase the likelihood that the client will schedule a medical progress exam? A. By asking them what day they want to come back in. B. Telling them they can call you later to schedule the appointment. C. By directing them to a specific date and time. D. By checking them out first.
C. By directing them to a specific date and time.
What is the most effective way to collect a client's email address? A. By adding it to their check in form. B. By telling them to write it down on a sticky note. C. By using benefit statements to explain why it is important to have, and by asking them which email address they would like to have on file. D. By asking them to give it to the technician.
C. By using benefit statements to explain why it is important to have, and by asking them which email address they would like to have on file.
The _________ is responsible for providing a safe and healthy work environment. A. Employee. B. AVMA. C. Employer. D. Both A and C.
C. Employer.
The number one cause of a person's failure to perform is the inability to ______________. A. Listen. B. Learn. C. Follow instructions. D. Teach.
C. Follow instructions.
When taking urgent messages, what protocol should be followed? A. Put the messages in your computer software system as with other messages B. Never put the messages into the computer, just hand them to the correct team member C. Give the message directly to the appropriate team member even if you put the message in the computer D. Run to the person expecting the message to give them details
C. Give the message directly to the appropriate team member even if you put the message in the computer
What is the number one breakdown of a team atmosphere? A. Hard work. B. Tardiness. C. Gossip. D. All of the above.
C. Gossip.
What is client service? A. How you attract and maintain clients. B. How fair your clients think your fees are. C. How your clients feel about their experience with you and your hospital. D. All of the above.
C. How your clients feel about their experience with you and your hospital.
Which is not a relevant detail to put in the medical record concerning client communication? A. Phone calls B. Client concerns C. Left handed D. Client education
C. Left handed
Which of the following are steps to turn price shoppers into new clients? A. Present price first, and then explain what the service includes B. Wait until they schedule the appointment before offering special promotions C. Present the service first, then inform them of the price D. Instead of offering to schedule an appointment for them, tell the potential client to call back later if they want to make an appointment.
C. Present the service first, then inform them of the price
Which is NOT recommended for a veterinary practice's website? A. Advertise your location prominently. B. Include pictures of staff with pets, and/or pets by themselves. C. Put pictures of your building on the homepage of the website. D. Prominently display the days and hours of operation for the practice.
C. Put pictures of your building on the homepage of the website.
Who should lead the scheduling call? A. Price shopper B. Existing client C. Receptionist D. Doctor
C. Receptionist
What should you NOT do on the phone with a client? A. Know what to say before you say it B. Stay in charge of the conversation C. Refuse to let them off the phone until the client says yes D. Initiate the appointment on the phone with callers
C. Refuse to let them off the phone until the client says yes
What is the last step of checkout? A. Scheduling the medical progress exam. B. Updating future reminders. C. Setting up a follow up call. D. Collecting payment.
C. Setting up a follow up call.
You should try to __________ when you pick up the phone. A. Sigh. B. Laugh. C. Smile. D. Pause before beginning to talk.
C. Smile.
What should you keep in mind when storing hazardous materials. A. Store them in a cool room. B. Store them high on the shelves. C. Store them where they are less likely to fall. D. Store them where they won't be too accessible.
C. Store them where they are less likely to fall.
Touch before you ________. A. Learn. B. Listen. C. Teach. D. All of the above.
C. Teach.
Which is the best choice for a salutation in your phone greeting? A. Good morning B. Good afternoon C. Thank you for calling <Your Veterinary Hospital> D. <Your Veterinary Hospital>
C. Thank you for calling <Your Veterinary Hospital>
Why is it important to summarize the services on the invoice before giving the client their total? A. To give the client the opportunity to decline services. B. To allow the client to ask questions about the cost of services. C. To show the value of their visit and to prevent sticker shock. D. To give them a chance to decide how they want to pay.
C. To show the value of their visit and to prevent sticker shock.
When dealing with clients, which of the following should you NOT do? A. Effectively listen. B. Ask the client any questions. C. Treat every client the same. D. See the veterinary practice from the client's view.
C. Treat every client the same.
Which word makeover should you use to replace "Estimate" A. Price Quote B. Payment Plan C. Treatment Plan D. None of the Above
C. Treatment Plan
When delivering a message to your clients, 80% of the message is made up of body language, eye contact, and: A. Volume of your voice B. Your words C. Your tone of voice D. Your smile
C. Your tone of voice
Never attempt to break up a dog fight with your ___________. A. tools. B. voice. C. hands. D. All of the above.
C. hands.
When we choose to ________________ problems, our clients tend to think highly of us. A. ignore B. take the wait and see approach toward C. quickly address D. slowly manage
C. quickly address
Which is the best phrase to use when picking up a call that has been placed on hold? A. "Thank you for holding." B. "I'm sorry for the wait." C. "Thank you for holding. This is <your name>. How may I help you?" D. "Thank you for your patience. This is <your name>. How may I help you?"
D. "Thank you for your patience. This is <your name>. How may I help you?"
When delivering a message to your clients, what percentage of the message are your words? A. 5% B. 16% C. 50% D. 20%
D. 20%
Your veterinary hospital should follow a standard of service to answer calls within ___ rings. A. 6 B. 5 C. 4 D. 3
D. 3
When you have a client on hold, what is the maximum amount of time to leave them on hold without checking in with them? A. 30 seconds. B. 40 seconds. C. 50 seconds. D. 60 seconds.
D. 60 seconds.
When collecting client email addresses over time, what is the collection goal percentage? A. 20% B. 60-65% C. 30% D. 70% or higher
D. 70% or higher
When checking out, why is it important to schedule the progress exam before payment? A. Reminders are printed on the receipt B. Avoids sticker shock C. To trick the client D. a & b
D. A & B
An example of a reflective listening statement is: A. "So, Tigger vomited twice last night" B. "Wow, Scooter had 3 seizures last night-how awful." C. "Let me see what I can do to help." D. A and B
D. A and B
Being proactive with accurate data entry is important because: A. It helps with the hospital's client communications and marketing efforts B. It gives you more to do each day C. It helps ensure clients receive correct and timely reminders D. A and C
D. A and C
Which is NOT an element of a good phone message? A. Time and date of call B. Caller's specific question C. Phone numbers where the client can be reached D. A smiley face or frown to indicate the caller's mood
D. A smiley face or frown to indicate the caller's mood
What does the "A" in CRAFT stand for? A. Anticipation. B. Action. C. Answers. D. Acceptance.
D. Acceptance.
You are responsible for __________ safety. A. co-workers' B. your C. animals' D. All of the Above
D. All of the Above
Active listening when interacting with pet owners helps to: A. Ensure you have accurately heard client concerns or questions B. Show you are interested in the client C. Build trust and rapport with clients D. All of the above
D. All of the above
Prescription refill policies should include: A. Number of refills / time period a pet can have a refill prior to seeing the doctor B. Number of refills / time period a pet can have a refill prior to lab testing C. How to handle clients that are unhappy to have their refills denied. D. All of the above E. A and B
D. All of the above
Which conditions that animals may have as a walk-in can wait to be seen? A. Vaccines or preventive care B. Minor lameness C. Skin or ear problems D. All of the above
D. All of the above
Which items should you remind clients to bring during appointment confirmation calls? A. Teaspoon-sized stool sample B. Medications C. Supplements D. All of the above
D. All of the above
Client frustrations on wait time can lead to: A. Clients communicating negative reports to others B. Clients leaving without keeping their appointment C. Overall negative feelings towards the entire practice D. All of the above are true
D. All of the above are true
How do you build your reputation as a valuable team player? A. Create educational displays. B. Write a client handout. C. Hand out client brochures on relevant topics. D. All of the above.
D. All of the above.
Improving compliance depends on: A. Good communication. B. Teamwork. C. A systematic approach. D. All of the above.
D. All of the above.
Name a potential hazard found in a storage area. A. Heavy bags of food. B. Large boxes. C. Hazardous chemicals. D. All of the above.
D. All of the above.
Never open the door to an autoclave unless _____________. A. They cycle is complete. B. The inside pressure has returned to a safe level. C. The temperature has returned to a safe level. D. All of the above.
D. All of the above.
Record keeping is ___________ responsibility. A. The veterinarian's. B. The technician's. C. The receptionist's. D. All of the above.
D. All of the above.
The "client eyes" checklist should include? A. Landscaping. B. Signage outside. C. Parking lot. D. All of the above.
D. All of the above.
What may cause escaping anesthetic gas? A. Faulty equipment. B. Improperly cuffed endotracheal tube. C. Absence of properly functioning scavenger system. D. All of the above.
D. All of the above.
What protection should be taken when handling chemotherapeutic drugs? A. Double gloves. B. Impenetrable mask. C. Protective eye wear. D. All of the above.
D. All of the above.
When clients ask to talk to the doctor, they generally: A. Want a refill on medication. B. Want to make an appointment. C. Want to check on how their pet is doing. D. All of the above.
D. All of the above.
Which of the following are some ways you can grow in your personal knowledge? A. Seminars. B. Reading. C. One-on-one training. D. All of the above.
D. All of the above.
Whose job descriptions should include client service? A. Veterinarian. B. Kennel. C. Technicians. D. All of the above.
D. All of the above.
_______________ are considered chemicals. A. Disinfectants. B. Radiographic solutions. C. Cleaners. D. All of the above.
D. All of the above.
What makes good teamwork? A. Being Helpful B. Anticipating the needs of others C. Sticking together D. All the above
D. All the above
If the client needs you to do something that you cannot do, what should you do? A. Tell them you can't help them B. Come up with an alternative that works C. Consult with your manager for solutions D. b & c
D. B & C
Having a clean, attractive work environment is desirable because: A. Your boss wants to give you a long list of cleaning duties B. Clients see the facility as a reflection of the quality of care their pet will receive C. Clients are more likely to want to come to a facility that is odor-free and comfortable D. B and C
D. B and C
Which of these data entries are important features of your practice management software? A. Referral source for new clients, favorite sports team, nicknames B. New client referral source, email address C. Client alerts, verifying accuracy of reminders D. B and C
D. B and C
Instead of saying "No problem", use this word makeover instead: A. "You are welcome" B. " I am glad I could help" C. " No worries" D. Both A and B are correct
D. Both A and B are correct
The use of ___________ can reduce the number of people involved in taking an Xray. A. Chemical restraint. B. Positioning devices. C. Thyroid shields. D. Both A and B are correct.
D. Both A and B are correct.
Why is the location of the veterinary hospital important? A. Saves time. B. Convenient. C. Hours of operation are more important. D. Both A and B.
D. Both A and B.
Professionalism is largely based on: A. Appearance. B. Age. C. Behavior. D. Both A and C are correct answers.
D. Both A and C are correct answers.
Which is a positive word that shows action? A. Hold B. Transfer C. Wait D. Connect
D. Connect
Why is body language important when communicating with the client? A. It allows them to feel more comfortable talking to you. B. The client may not be able to hear you well. C. The client needs reassurance. D. In conjunction with your words it helps deliver the right message.
D. In conjunction with your words it helps deliver the right message.
What is a client's greatest single expectation with regard to staff? A. Sharing personal stories. B. Paying special attention to their pet. C. Minimal wait time. D. Keeping your word.
D. Keeping your word.
Which of the following social media tools is a great method for finding potential employees, but not very useful in attracting clients to the practice? A. Pinterest B. Facebook C. Instagram D. LinkedIn
D. LinkedIn
Which choice should you NOT offer callers when they ask about dental prices? A. Offer to schedule an exam with a doctor. B. Offer a free dental assessment with a technician. C. Credit back the doctor exam fee when the dental procedure is performed. D. Offer a set price for the procedure, regardless of what their pet may need.
D. Offer a set price for the procedure, regardless of what their pet may need.
Which of the following statements is TRUE regarding mobile devices? A. There is no way to know if your website is mobile compatible. B. Mobile compatibility is not important as long as information is easy to locate on your website. C. Only 20% of people use mobile devices to find the phone number of the practice. D. Phone numbers on the website should be clickable to make it easier to call your practice from a mobile device.
D. Phone numbers on the website should be clickable to make it easier to call your practice from a mobile device.
What do the lead gloves and aprons guard against? A. Direct radiation. B. Lateral radiation. C. Dorsal radiation. D. Scatter radiation.
D. Scatter radiation.
Which is not a sign a patient needs to be seen right away? A. Poisoning B. Bleeding or broken bone C. Difficulty breathing D. Scratching ears
D. Scratching ears
What can you do during a phone conversation that encourages a price shopper to trust you? A. Immediately try to schedule the appointment after telling them what an exam costs. B. Avoid asking questions about why they are calling C. Allow the client to control the conversation D. Show interest in the client as a person
D. Show interest in the client as a person
The "T" in the acronym "HEAT" stands for: A. Talk B. Trust C. Thank D. Take Ownership
D. Take Ownership
Removing a cat from a cage is best done using a ________. A. Leash. B. Catch pole. C. Fish net. D. Towel.
D. Towel.
To create a positive first impression with clients who walk into the reception room, you can: A. Cross your arms and look up B. Say "Howdy" and then look at your computer C. Say "I'll be with you when I'm not so busy" D. Use the client's name and the pet's name in a friendly greeting
D. Use the client's name and the pet's name in a friendly greeting
Clients that rely entirely on your confident recommendations behave in such a manner because... A. they want to have control in regard to their pet's treatment. B. they want the very best care money can buy. C. they want to see how you would treat your own pet. D. they are unable or unwilling to make the decision on their own.
D. they are unable or unwilling to make the decision on their own.
Drugs that can be filled without checking with the doctor includes: A. Ear Cleaners B. Vitamins C. NSAIDs D. All of the above E. A and B
E. A and B
Which of the following body language attributes convey concern to a client A. Having a caring expression B. Nodding occasionally C. Leaning away from the client D. All of the above E. A and B
E. A and B
Apologies to clients should... A. Be heartfelt and sincere B. Casual C. Match the significance of the mistake in the client's eyes D. All of the above E. A and C
E. A and C
Why is it most important to have accurate history and medical records for all patients? A. Quality patient care B. Client communication C. Protection in a possible law suit D. All of the above
Why is it most important to have accurate history and medical records for all patients? A. Quality patient care B. Client communication C. Protection in a possible law suit D. All of the above
