Exam 3 Review
The ideal management of a practice's social media is which of the following? A. A rotation of enthusiastic team members B. A leader on the veterinary team C. A client with web experience D. A firm specializing in social media management
B
When a practice manager is setting up a template in a new appointment management system, which of the following variables is the most appropriate and should be put in place first? A. There is no appropriate order for inputting template parameters B. Hours the practice is open C. Medical records of current patients D. Doctor's and technicians' E. Usual surgical hours
B
Which of the following are typically the busiest days at the veterinary practice? A. There are no usual busy days in a practice; each clinic's schedule is unique B. First business day after a holiday C. Fridays, as most clients want to see the vet before the weekend D. Last office day before a major holiday
B
Printing materials about common animal diseases and giving them to clients whose animals have those disorders is a form of client education that is best categorized as which of the following types of marketing? A. External marketing B. Branding C. Direct marketing D. Internal marketing
D
A new drug for prevention of osteoarthritis in cats has come onto the market, and the vet thinks the drug, which the practice well sell, may be helpful to many older cats. The vet asks the staff to develop a list of clients with cats ages 10 years and older and to mail to them information about the drug, with a prompt to make an appointment to discuss the new treatment with the vet. Which of the following best describes the type of marketing? A. Target B. Branding C. Indirect D. External
A
A practice manager has priced advertising one monthly for a year in a local newspaper. The price for a quarter-page advertisement is $437.50 each time the ad runs. The average new client pays $350 in fees in the first year of service. For the campaign to break even, not including cost of the ad creation and placement fees, how many new clients must this advertising campaign bring to the practice in 1 year? A. 15 B. 12 C. 8 D. 6
A
A practice manager is setting up a template in a new appointment management system. After placing the hours of operation into the schedule and the hours the clinic is closed for staff meetings and other meetings, which of the following variables is the most appropriate to schedule next? A. Holidays when the office is closed B. Date the system will nest be upgraded and therefore shut down C. Medical records for current patients D. Birth dates of staff members E. Usual surgical hours
A
A practice owner wants an effective means of training all employees to give the same answers to frequently asked client questions. Which of the following is the most appropriate method to employ? A. Develop a client service manual and give it to all employees B. Ask a product manufacturer to come in once monthly to give educational sessions to the staff C. Give annual seminars on the topic and mandate that all employees attend D. Correct team members each time they give incorrect or inappropriate responses to clients
A
An owner elects to have a pet pig's remains cremated and the ashes returned. The container of ashes should be marked with the name of the client and the practice. Which of the following also is appropriate to include with the container? A. Patient's name B. Cause of death C. Medical record D. Dates of the pig's birth and death
A
A cat is scheduled for surgery. How many days before the scheduled procedure is it most appropriate to call to remind the client of the appointment and any presurgical protocols to follow? A. 1 B. 4 C. 5 D. 7
A
A 34-year-old obese male cockatoo is diagnosed with late-stage fatty liver disease. The bird dies while in the hospital. The client is called and told of the bird's death. The client comes into the clinic very annoyed, saying the staff did not do enough to save the bird. Which stage of grief is the client exhibiting? A. Denial B. Anger C. Bargaining D. Depression E. Acceptance
B
A client has failed to show up for six of the past eight scheduled appointments. Which of the following is the most appropriate course of action to take the next time the client calls for an appointment? A. Refer the client to another veterinary practice B. Do not make the appointment until the client prepays for the missed appointments C. Advise the client that the next appointment will be as a walk-in D. Do not make the appointment and advise the client that his patronage is no longer welcome at the clinic
C
A client quietly brings to the practice manager's attention an incident that occurred with a vet assistant. The practice manager investigates the matter and agrees that the assistant should have done something differently. Which of the following is the most appropriate response to give the client? A. "The incident is over and there is nothing that can be done now" B. "I brought this incident up at our last meeting, and the assistant apologized for the incident" C. "Thank you for bringing this to my attention. I have taken corrective steps to ensure it does not have again" D. "The assistant was having a bad day and apologizes for the incident"
C
A client returns with questions concerning the procedures completed in the past 6 months for one of his/her household pets. The client thinks the clinic has not taken any measures to examine the pet's teeth. Which of the following practical measures will hep prevent such a misunderstanding? A. A detailed conversation with the pet owner B. Before and after photographs C. An examination report card D. A receipt printed at the end of the appointment
C
Which of the following best describes one of the key reasons for staggering client appointments in a multi-veterinarian clinical practice? A. Appointments do not need to be staggered B. To ensure that walk-in customers are served C. To alleviate crowding at the front desk D. To avoid overwhelming each individual doctor with patients E. To prevent overwhelming each individual technician with patients
C
Which of the following is an example of a paraverbal skill? A. Avoiding the use of "um" in discussions B. Standing straight with solid eye contact when speaking C. Using a lower and deeper voice tone D. Repeating "I don't know" or "I can find out"
C
A vet clinic has its business name and logo printed on dog leashes. The leashes are given to all new clients with dogs. Which of the following best describes this type of marketing? A. Target B. Promotional C. Indirect D. External
B
A paper-based appointment book for a one-practitioner clinic should include how many appointment columns per day? A. 5 B. 4 C. 3 D. 2 E. 1
C
Once client appointments have been set for the day, open appointment times can be used for which of the following? A. Community outreach efforts B. Closing the practice C. Vendor meetings D. Walk-in clients E. Staff breaks
D
Which of the following best explains why effective client communication is critical to providing excellent client care in a veterinary practice? A. A client who does not understand the vet's recommendations is more likely to sue the practice B. Client communication will help a veterinary practice owner keep liability claims to a minimum C. A client who understands the procedures and recommendations is likely to pay more for the veterinary services D. A client must fully understand the recommended procedures, the rationales, and after-care steps
D
A client brings a cat to the practice for evaluation of a 2-day history of blood-tinged diarrhea. The vet makes a diagnosis and recommends treatment, but the client cites an article on the internet, and the client now believes this cat has a rare disorder. The client refuses to comply with the treatment recommendation, although the vet is certain of the diagnosis, common to the bread of cat, and the best treatment for it. Which of the following is the most appropriate course of action for the veterinary team? A. Give the client a clean, printed copy of an educational handout that describes the cat's condition, the breed's propensity for the disease, and the recommended treatment B. Clients such as this do no generally listen to recommendations; no action is required C. Repeat to the client the diagnosis and insist the treatment is appropriate for it D. Ask another vet form the practice to consult on the case E. Ask the client not to return to the practice until he is willing to comply with the vet's recommendations
A
A dog has been euthanized at a vet clinic. The client wants to take the remains home. In which of the following should the dog's remains be placed? A. Waterproof bag B. Wooden Box C. Cardboard box D. Waterproof crate E. Client-supplied blanket
A
A vet's brother-in-law is a dog breeder whose dogs are nationally recognized for their lustrous coats. As a breeder, the brother-in-law developed and uses a specially formulated dog vitamin and asks the vet to promote the product in the clinic, offering to share 50% of the products' profits sold through the clinic. The vet asks for the ingredients, but the breeder is unwilling to share the formula and says the vitamin ingredients are a secret, patented formula and, as such, provide a competitive advantage over other dog breeders. Which of the following is the most appropriate course of action for the vet? A. Do not agree to sell the product and report the brother-in-law to the AVMA B. Do not agree to see the product unless the brother-in-law discloses the ingredients C. Agree to sell the product but not to take the profits D. Agree to see the product and take the profits
A
Anti-spam laws should be carefully evaluated before embarking on which of the following types of marketing campaigns? A. Email B. Website advertising C. Promotional mailing D. Indirect E. Branding
A
How often should a practice's marketing strategy be reanalyzed to ensure it is accomplishing the practice owner's goals? A. Annually B. Semiannually C. Quarterly D. Monthly E. Weekly
A
In analyzing responses from client surveys, which of the following are typical responses? A. Clients want to be appreciated, listened to, understood, helped without asking for it, and to know team members care about client's animals B. Clients want team members to be honest, to be appreciated, listened to, understood, and to pay the lowest prices in the area C. Clients want help with asking for it, honesty, to pay the lowest prices in the area, and to ell that the team members care about client's animals D. Clients want to pay the lowest prices in the area, fell that the team members care about client's animals, and to be understood
A
In which of the following ways can appointment software that is accessible via an in-house network help a veterinary team increase its efficiency? A. Allows multiple users to schedule client visits B. Cheaper to set up than a paper-based appointment system C. Enables to vet to see all the appointments for the day D. Allows a practice manager to view the team's productivity E. Enables easy access to patient medical records
A
Of the three components of message delivery, which plays a key role in client education, trust, and compliance? A. Nonverbal B. Paraverbal C. Verbal
A
Which of the following is best defined as the number or percentage of clients that accept recommendations made by the veterinary healthcare team? A. Client compliance B. Client adaptation C. Client etiquette D. Client retention
A
Which of the following is the ideal length of advance notice to give clients whose pets are due for appointments? A. 4 weeks B. 3 days C. 2 weeks D. 1 week
A
A 6 year old female bichon frise is brought for follow-up exam. The dog has been treated for the past week with an antibiotic for a bacterial infection. The exam today shows that the infection has resolved somewhat but not completely. The client reports to have read on the internet that the antibiotic prescribed is not the best treatment for the dog's condition but does not recall the specific website. Which of the following is the most appropriate response? A. "If a website says the medicine is not good, perhaps we need to rethink the treatment regimen." B. "Some websites offer medically sound advice; others do not. Let's examine the dog to be sure we are using the best treatment possible." C. "Since you cannot remember where you read the information, we will have to consider it to be inaccurate." D. "The internet does not offer reliable information on veterinary practice."
B
A 9-year-old neutered male beagle dog is brought for examination because of the 6-month history of generalized lethargy and reluctance to walk. The dog is obese, and the vet determines that the god needs to lose approximately 15 pounds. The client seems hesitant to take the actions necessary to improve the dog's health but does indicate a desire to keep the dog alive for as long as possible. Which of the following is the most appropriate course of action for the veterinary team to take? A. Do nothing; if the client is unwilling to change his pet-care practices, the clinic has no further recourse B. Allot extra time for client education; review with the client written instructions for the care of obese animals C. Warn the client that he is endangering his pet's health and should read on the internet some ways to help his dog lose weight. D. Refer the client to new veterinary practice that does not have as many patients and will give this client the time he needs to learn proper pet care
B
A client arrives at the clinic with a cat 2 days earlier than the scheduled appointed time for a routine wellness examination. The client claims this is the correct scheduled appointment, but the practice's appointment management software states otherwise. Which of the following is the most appropriate initial step that the receptionist should take? A. Gently tell the client that she is mistaken and that the practice cannot see her until the scheduled appointment two days from now. B. Check the client's appointment card to ensure that the staff member did not write the wrong date. C. Make every attempt to get the client in to see the veterinarian. D. Ask the next client if he minds if this client goes in to see the veterinarian before he does.
B
A client brings a cat to the practice for evaluation of a 2-day history of blood-tinged diarrhea. The vet makes a diagnosis and recommends treatment. However, the client refuses the treatment plan, stating a lack of finances. The vet knows of the clinical trial currently being conducted that may be appropriate for this cat to enter; however, the cat may or may not be placed in the active treatment group. Which of the following is the most appropriate course of action for the vet to take? A. Do not tell the client about the clinical trial, but leave it up to the trial organizers to explain to the client that the cat may not receive treatment B. Do tell the client about the clinical trial, providing full disclosure on how clinical trials are run and fully explaining that the cat may or may not get treatment C. Do not tell the client about the clinical trial because the cat, if accepted, may not get treatment D. Do not tell the client about the clinical trial because it may prove embarrassing to have to pursue a free-treatment option
B
A do is brought tot he hospital prior to surgery to repair a laceration. The client is apprised of the estimated charges for the procedure and follow-up care and is told that charges may vary depending on the rise of unforeseen circumstances. During surgery, the vet encounters an unexpected complication requiring an additional procedure, which is completed while the dog is still on the surgical table. Which of the following is the most appropriate course of action for the practice team to take? A. Do no call the client, but explain the extra charge when the dog is released B. Call the client immediately to report the complication and extra charge to treat it C. Call the client immediately to report the complication, but do not charge an extra fee for treating the dog D. Do not call the client or charge a fee to treat the complication because the initial estimate did not include it
B
A new client brings a cat to the clinic for an examination and during tha appointment mistakes the technician for the vet, relaying the cat's extensive medical history. The client then becomes annoyed when the same data must be repeated to the vet. The client says, "I thought that other person was the vet." Which of the following practices most likely would have prevented this scenario? A. The employees should wear badges that include their names only B. the employees should wear badges that include their names and titles C. the receptionist should have introduced the client to the technician D. the receptionist should have told the client that he/she will see the technician first
B
A new drug for prevention of osteoarthritis in cats has come onto the market, and the vet thinks the drug, which the practice well sell, may be helpful to many older cats. The vet asks the staff to develop a list of clients with cats ages 10 years and older and to mail to them information about the drug, with a prompt to make an appointment to discuss the new treatment with the vet. A team member sends out the mailing and alerts most of the team members about the mailing. Which of the following parts of this case example is most likely to cause a problem at the clinic? A. The clinic should not promote pharmaceuticals for its patients B. The team member informed most, but not all of the staff the the mailing went out C. The team member may be annoyed by the request to work on a promotional campaign D. Te vet should perform a clinical study prior to giving the drug to patients E. Older cats should not be singled out in a marketing campaign
B
A vet makes a regularly scheduled visit to a dairy farm and observes many cows with signs of poor milk letdown. The vet attempts to give the dairy manager a sheet outlining the signs of the condition, possible treatments, risks, and probable prognoses. However, the manager refuses to take the sheet and says the cows are fine. Which of the following types of marketing is most appropriate in this situation? A. External marketing B. Assertive marketing C. Branded marketing D. Promotional marketing E. Target marketing
B
A vet makes a routine revisit to a horse stable and gives the owner a brochure about colic prevention. Which of the following best characterizes this brochure? A. Branded marketing vehicle B. Client education material C. External marketing vehicle D. Promotional marketing product
B
A veterinary team member is trained to ask all new clients, "How did you hear about us?", and then to record the answer in a main marketing file online. Which of the following best describes this practice? A. Promotional marketing B. Feedback mechanism C. Indirect marketing D. Assertive marketing
B
Clients dropping off animals for treatment should give the technicians the animals' complete medical history. Which of the following should be given to the clients? A. Nothing needs to be given to the clients B. Estimate of the charges C. Copy of the practice's most recent client newsletter D. Digital picture of the animal E. Copy of the medical history
B
Customer satisfaction is most likely to lead to which of the following? A. Healthier patients B. Improved client retention C. Greater client compliance D. Improved client education E. Higher net profits
B
Mailing owners copies of their animals' lab results is a form of which of the following types of marketing? A. External B. Internal C. Promotional D. Assertive E. Branding
B
Time in an appointment management system should be allotted to accommodate walk-in clients. Which of the following best describes how walk-in appointment times should be set aside in an appointment system? A. 3-4 per hour for the whole team B. 1-2 per hour for each vet C. 1-2 per hour for the whole team D. 1-2 per day for each vet E. 1-2 per day for the whole team
B
Which of the following best describes why clients need to sign estimates? A. To denote that they agree to the procedures and that the procedures were done ad recommended B. To denote that they agree to the procedures and to confirm that they are financially responsible for the charges C. To agree that their animal has been treated as recommended D. To confirm that they are financially responsible for the estimate only E. To denote that they agree to the procedures only
B
Which of the following contact strategies is most appropriate to use on clients who have failed to respond to two mailed reminders? A. Do nothing B. Call them C. E-mail them D. Continue to mail reminders until they respond
B
Which of the following is most likely to help clients retain information given to them by the veterinary team members? A. Giving them information once in the office and then again by phone call at a later date B. Giving them handouts that outline the information so they can read it at home C. Repeating the information to them in quick succession while they are in the office D. Giving them the information once while they are in the office
B
A client arrives at the clinic with a cat for a routine wellness examination 2 days earlier that the scheduled appointed time. She claims this is the correct appointment time, but the practice's appointment management software states otherwise. The receptionist checks the client's appointment card, and it does state today's date. Which of the following is the most appropriate next step that the receptionist should take? A. Gently tell the client that another staff member made a mistake on the appointment card and that the practice cannot see her today. B. In front of the client, reprimand the team member who wrote the wrong date on the client's appointment card. C. Make every attempt to get the client in to see the veterinarian. D. Ask the next client if he minds if the client goes in to see the veterinarian before he does.
C
A client who usually is never late for appointments at the clinic has not shown up for a scheduled appointment nor did the client call the practice. Which of the following is the most appropriate course of action to take the next time the client calls for an appointment? A. Send a letter of dismissal to the client B. Call the client and ask for an explanation of why the appointment was missed C. Call the client to reschedule the appointment D. Do nothing; wait until the client calls and reschedules the appointment
C
A client with several cats has been a loyal client of the practice fro many years. During the appointments, the client enjoys spending a little extra time with the vet, inquiring about any new updates on cat care the vet may have read. Which of the following is the most appropriate course of action when scheduling appointments for this special client? A. Do not alter the schedule; the vet will make up the extra time during the day B. Ask the client to come in on a walk-in basis C. Write a not on the client's account stating the need to schedule additional time for discussion time and inform all new employees of this fact D. Tell the client that appointment times are preset and to avoid lingering with the vet as it cuts into the time other clients have with the doctor
C
A good letter from a veterinary practice is most likely to be one that has which of the following characteristics? A. Sparse and encourages the recipient to call for further details B. Short and curt C. Short, stating the facts in an unembellished fashion D. Fully embellished details and includes historical facts
C
A new client-reminder template is set up in a practice's desktop publishing software. The template includes places for team members to input the client's name, pet's name, what services are due, and the clinic's name, address, phone number, website address, and logo. After sending 50 reminders, the practice manager notices that only 5 recipients have made appointments. Which of the following is the most likely explanation? A. Nothing; a 10% response rate is commendable for communications with clients B. The template included the clinic's URL, and clients thought it was a promotion for the website C. The template did not include content prompting clients to call for appointments D. The staff mailed the reminders to the wrong client list
C
A new practice owner has opened a clinic in a busy urban setting with many other veterinary hospitals and offices in the vicinity. To ensure that the new clinic's services and prices are in line with other clinics, which of the following is the most appropriate course of action? A. No action is required; Clients will eventually see the superior client service and fair fee structure B. Join the local veterinary association, and at one of the first meeting, suggest that the group adopt a non-compete agreement C. Gather intelligence regarding competitors' offerings and prices and use it to inform decisions about services and fees D. Join the local veterinary association, and at one of the first meetings, suggest that everyone abide by a fee structure
C
A pet portal is best described as which of the following? A. An animal carrier B. A doggie door C. A digital communication allowing the sharing of patient records, photographs, radiographs, etc. D. A veterinary practice's home page
C
A practice owner wants to build a thriving practice. Of the following, which should be a top training priority for staff development? A. Role-playing handling difficult clients B. Reviewing the office procedures manual C. Team member confidence D. Understanding personality types
C
A team member is scheduling an appointment for a client by writing in the day and time in the practice's appointment book. The team member writes into the appointment slot the client's name and phone number, the patient's name, and the reason for the visit. Which of the following additional information is most appropriate to include? A. Client's payment history B. How the client plans to pay for the appointment C. Species, age, and breed of the animal D. Date of the animal's last visit E. How long the client has been coming to the practice
C
A vet is looking at the daily schedule and determines all the appointments for the day involve routine care. At 9:30 a.m., however, a 3-year-old male mixed-breed dog is brought to the clinic after being struck by a motor vehicle. The dog is bleeding from the nose and a wound on the head, is breathing but is not alert, and appears to have two fractured forelimbs. The vet begins emergency surgery on the dog. The receptionist begins to call the remaining appointments scheduled for the day. After explaining that the doctor has an emergency to handle, which of the following is the most appropriate next step? A. Instruct the clients to come in at their scheduled times but to be prepared to wait until the vet resolves the emergency B. Refer the clients to another veterinary practice C. Reschedule the vet's appointments D. Tell the clients that they can come in today on a walk-in basis only
C
A veterinary drug manufacturer offers to pay a vet to use a head shot and testimonial in one of its advertisements for a prescription medication. The vet has prescribed the drug to many patients during the past several years and thinks it is a good product. The manufacturer sends the finished advertisement, which does not indicate the vet was a paid endorser. Which of the following aspects of this scenario is most likely to be considered unethical according to the standards set by the American Veterinary Medical Association? A. The manufacturer paying the vet for use of a picture and testimonial B. The vet's picture being included in the advertisement C. The advertisement did not indicate that the vet was paid for the endorsement D. The vet giving and being paid for a testimonial
C
A veterinary practice has paid to be a sponsor of a local community theater. Which of the following is and appropriate request for the practice owner of the theater manager? A. "Please put our practice's logo on your theater curtain" B. "Please announce our clinic as a sponsor before each performance" C. "Please place an ad for our practice in your theater's playbill and our logo on your advertising" D. "Please select a play about animals in your upcoming season"
C
A webmaster designs a website for a new cat clinic. The designer has carefully included core information about the clinic, including its name, address, phone numbers, a map to its location, hours of operation, services offered, and a biography about the vet employed there. The site is well designed and includes colorful pictures of children having fun with various types of animals. Which of the following aspects of this case example is most likely to be considered confusing to prospective clients? A. Hours of operation B. Contact info for the clinic C. Practice focus D. Services offered
C
After analyzing a veterinary practice's balance sheet, the practice owner decides to initiate a marketing campaign to attract additional clients and retain current clients. Analyzing which of the following aspects of the practice is most likely to help the practice owner determine what is unique and marketable about the practice's services? A. Profitability B. Client comments C. Practice's current weaknesses D. Services offered by other practices in the area
C
Designing a logo and a few accompanying descriptive words about a veterinary practice and then using the logo and test on letterhead, advertisements, signage and other materials constitutes which of the following types of marketing? A. External marketing B. Promotion C. Branding D. Direct marketing E. Internal marketing
C
Many veterinary software applications name appointment time increments as which of the following? A. Time-based appointments B. Measurements C. Units D. Time slots
C
Of these three components of a message, which is the most important? A. Verbal B. Paraverbal C. Nonverbal
C
Which of the following are considered to be the "4Ps of Marketing"? A. Price, promotion, privacy, protection B. Privacy, promotion, product, perfection C. Place, price, product, promotion D. Product, place, privacy, price
C
Which of the following is most likely to help a practice control client traffic flow, reduce staff tension, and maximize productivity? A. Employee manual B. Client newsletter C. Appointment management system D. Internal marketing campaign E. Accounting software
C
Which of the following is the most appropriate way for a practice owner to gauge how satisfied clients are with services being offered by the practice? A. Compare profit statements from the past few years B. Form a focus group of a select group of clients C. Administer a client survey D. Gather anecdotal information about client feedback from team members Look at client retention rates from year to year
C
A 6 year old female bichon frise is brought for follow-up exam. The dog has been treated for the past week with an antibiotic for a bacterial infection. The exam today shows that the infection has resolved somewhat but not completely. The vet says he is going to treat the dog with a stronger antibiotic. The client stands with folded arms when listening to the vet. Which of the following is most appropriate way to encourage the client to unfold the clasped arms and be willing to listen to to the vet's recommendation? A. Step out of the room for a moment to allow the client time to regain composure and be more willing to listen B. Explain the situation to the client in greater medical detail, with more medical terminology C. The vet should take a position with folded arms as well D. Hand the client a brochure on canine antibiotics and review the contents E. Speak slowly with a very low tone of voice
D
A client calls to schedule a wellness evaluation for a 5-year-old Yorkshire terrier dog. The receptionist logs it in the appointment book. When the client arrives, the client learns that the dog is overdue for vaccinations and that $30 is owed from a previous appointment. The client is annoyed not to have been told of this when the appointment was booked. Which of the following best describes how the client most probably views the practice's customer service? A. Value-oriented B. Resistant to change C. Marketing-focused D. Reactive E. Proactive
D
A dog has been euthanized at a vet clinic. The client wants to take the remains home and bury them in the backyard. Which of the following is the most appropriate advice to give the client? A. This should not be done because it will attract pests to the property B. Cremation is a better option C. This is always a good idea as it allows family members to experience closure D. Tell the client the city's or county's regulations regarding burying animals on private property E. Say nothing, as it is the client's right to dispose of the dog's remains
D
A new veterinary practice owner, who wants to start a website for the practice, hires an office manager who has experienced in designing and hosting websites. Space on the practice's server has been reserved to host the new site. Which of the following best describes this type of website development? A. Third-party hosting B. Company-supported hosting C. On-site hosting D. Hosting
D
Of the complaints that veterinary clients file with state veterinary boards, which of the following is the most common topic? A. Inappropriate health information dispensed B. Lack of appropriate follow-up care C. Blatant price gouging D. Inaccurate estimates E. Aggressive advertising
D
Which of the following is an example of external marketing? A. Newsletters sent to clients B. Client recalls C. Appointment reminders D. Yellow pages advertisement
D
Which of the following types of marketing is most likely to be considered both internal and external marketing? A. Exam report cards B. Newspaper advertising C. Yellow Pages ads D. Clinic open houses
D
A 12-year-old neutered male Lab is brought to the emergency clinic because of sever complications from surgery that took place 1 week ago at another clinic. The client reports that the dog started showing signs of problems 2 days after the surgery. The vet at the emergency clinic indicates that these complications, although uncommon, do appear in dogs 2 days after that type of surgery. The client reports not being informed and admits to not reading the printed materials provided by the vet who did the surgery. Which of the following actions by the clinic that did the surgery most likely would have prevented this dog's complications from progressing? A. Calling the client 1 week following the surgery to schedule a follow-up appointment B. Waiting for the client to contact the clinic to report complications C. Sending a certified latter to the client 1 day after the surgery to check on the animals progress D. Emailing the client 2 days after the surgery to check on the animal's recovery progress E. Calling the client 3 days after the surgery to check on the recovery progress
E
A 6 year old female bichon frise is brought for follow-up exam. The dog has been treated for the past week with an antibiotic for a bacterial infection. The exam today shows that the infection has resolved somewhat but not completely. The vet says he is going to treat the dog with a stronger antibiotic. The client takes a physical stance with arms folded across the chest and glares at the team when listening to the vet. Which of the following is the most likely explanation of this client's body language? A. A sincere concern for the dog and willingness to try the nest treatment B. Frustration and anger that the antibiotic did not work as expected C. Shyness when talking with healthcare professionals D. Deep shame in not bringing the dog in sooner for examination E. An unwillingness to accept the vet's advice
E
A client brings a cat to the practice for evaluation of a 2-day history of blood-tinged diarrhea. The vet makes a diagnosis, tells the client that the disorder is relatively common in this feline breed, and recommends treatment. The client is very interested in learning more about the disorder and how to prevent it from recurring. The vet gives the client a handout on the topic. Which of the following is the most appropriate additional step to take? A. Tell the client to search the internet for more information B. Ask the vet assistant to talk with the client more about the cat's disorder C. Schedule an education-only session between the client and the vet D. Refer the client to a specialist E. Refer the client to a reliable website on the topic
E
A client calls to schedule a wellness evaluation for a 5-year-old Yorkshire terrier dog. The receptionist logs in the appointment and sees in the appointment scheduling software that the dog is overdue for vaccinations and the client owes the practice $30 from a previous appointment. By mentioning these things prior to the client arriving for the requested appointment, the receptionist is most likely to be viewed as which of the following? A. Value-oriented B. Resistant to change C. Marketing-focused D. Reactive E. Proactive
E
A practice manager is setting up a template in a new appointment management system. After placing the hours of operation into the schedule, which of the following variables is the most appropriate to schedule next? A. There is no appropriate order for inputting template parameters B. Date the system will next be upgraded and therefore shut down C. Medical records of current patients D. Usual surgical hours E. Times the office is closed for staff or other meetings
E
A team member is scheduling an appointment for a client. The team member, using the practice's appointment management software, types into the appointment slot the client's name and phone number as well as the patient's name. Which of the following additional information is most appropriate to include? A. Date of the animal's last visit B. How long the client has been coming to the practice C. How the client plans to pay for the appointment D. Client's payment history E. Reason for visit
E
A veterinary clinic has been in a neighborhood of a major city for more than 20 years. During that time, the makeup of the neighborhood changed as immigrants from Russia and the Ukraine have moved in. The practice owner wants the new neighbors to feel comfortable and welcome. Which of the following is the most appropriate first step to accomplish that goal? A Find someone appropriate to give team members a lesson in cultural differences between Russians/Ukrainians and Americans B. Hire a translator to give team members lessons on a few key phrases in Russian C. Hire a Russian/Ukrainian translator to work at the clinic full-time D. Hire a Russian/Ukrainian translator to work at the clinic on an as-need basis E. Find someone appropriate to give team members a lesson in cultural differences between Russians/Ukrainians and Americans and to teach team members a few key words in the language; consider hiring a translator on an as-needed basis
E
Effective client education is most likely to engender which of the following? A. Better healthcare for the animals treated B. Greater profitability for the practice C. Client referrals D. Client retention E. Client compliance
E
Which of the following features in web design software is most likely to enable search engines to point online searches to a practices's website? A. Page headers B. Photographs C. Design features D. Font Type E. Keywords
E