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.

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.

_______________ should be placed in a sharp's container. A. Blood tubes. B. Dirty exam gloves. C. Scalpel blades. D. Suture material.

C. Scalpel blades.

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.

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.

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

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?"

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.

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

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.

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.

Doing "a little bit more" for customers provides an excellent customer service experience. 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.

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 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

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.

What is the number one breakdown of a team atmosphere? A. Hard work. B. Tardiness. C. Gossip. D. All of the above.

C. Gossip.

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.

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

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

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 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

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.

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

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.

"If it isn't _____________, it didn't happen." A. True. B. Written. C. Legible. D. Heard.

B. Written.

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

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"

Studies show client form first impressions within: A. 1 minute B. 2 seconds C. 7 seconds D. 5 minutes

C. 7 seconds

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.

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.

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 delivering a message to your clients, what percentage of the message are your words? A. 5% B. 16% C. 50% D. 20%

D. 20%

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

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

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

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.

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.

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.

_______________ 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

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

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.

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 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.

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.