KBQ's
Which of the following would be the MOST appropriate response to a client who presents classic symptoms of high blood pressure? "I think you have high blood pressure, lets create a blend to treat that." "I think you have a serious disease but I am not allowed to tell you the name of it. Take this blend for it." "From what we have covered in the session, it seems that lifestyle factors are playing a part to overstress your cardiovascular system. I recommend that you go see your primary care provider for a check up. In the meantime, let's look at ways you can address this imbalance in your life, particularly your stress levels. I've selected five relaxing oils here: please smell each one and tell me which ones you prefer." "I can't do anything for you, please see your medical provider."
"From what we have covered in the session, it seems that lifestyle factors are playing a part to overstress your cardiovascular system. I recommend that you go see your primary care provider for a check up. In the meantime, let's look at ways you can address this imbalance in your life, particularly your stress levels. I've selected five relaxing oils here: please smell each one and tell me which ones you prefer."
Which of the following goals is written using correct goal setting techniques? "I enjoy eating a diet that includes plenty of fruits and vegetables. It is now the first of June and I weigh 160 pounds. I weigh 140 pounds by the first of October." "I am trying to eat a diet that includes plenty of fruits and vegetables. It is now the first of June and I weigh 130 pounds. I will try to lose five more pounds by September." "I will never eat chocolate ice cream again. I will lose all the weight I need to and never gain it back." "I enjoy eating a diet that includes plenty of fruits and vegetables. It is now the first of June and I weigh 180 pounds. I will lose twenty pounds in one month."
"I enjoy eating a diet that includes plenty of fruits and vegetables. It is now the first of June and I weigh 160 pounds. I weigh 140 pounds by the first of October." **"Always state your goals in the positive PRESENT TENSE. If you write in the future, they may remain in the future - never attained"
What is the tax deduction allowance for client gifts? Up to $25/client/quarter. $25/client/year. 25% of the amount spent/year. $50/client/quarter.
$25/client/year.
Which of the following best conveys a good employer? Allow issues to dissolve on their own Provide a safe and secure work environment Hire overqualified individuals Pay higher wages than the competition
... Provide a safe and secure work environment
For a practitioner to maximize her public speaking time, what should be the minimum percentage of formal presentations to groups with members in the practitioner's target markets?
1/2
A practitioner works out of a salon. She sets her own fees and schedule. The salon books the appointments, collects money from the clients, and at the end of each week gives the practitioner a check for the money received less 40% to cover expenses (e.g., receptionist services, laundry, supplies). At the end of the year, which of the following documents does the salon give to the practitioner? 1099 W-4 W-2 941
1099 pg 289
How many positive experiences are needed to make up for 1 unresolved negative experience? 5 9 20 12
12
What is a standard shift on a cruise ship? 10 hours 8 hours On-call 24/7 12 hours
12 hours
To maintain a strong, growing practice, which of the following best describes the minimum percentage of time one should to invest in marketing? 25% 35% 5% 15%
15%
A [ ] increase in customer retention has the same effect as decreasing costs by [ ]%. 5, 50 2, 10 6, 20 10, 5
2, 10
What is the common ratio of income to money that a self-employed practitioner should put aside for tax purposes? 20 - 25% More than 30% 15 - 20% 20 - 30%
20 - 30%
On the average it costs [ ] times as much money and [ ] times the effort in getting a new client as retaining one. 4, 2 6, 3 3, 6 2, 2
6,3
According to marketing professionals, how many times do prospects need to hear the advertiser's messages before they will take action? 3 5 10 7
7
What percentage of clients will not return if unhappy with any aspect of a practitioner's service? 84% 76% 91% 60%
91%
When launching an ad campaign, the last part of the ad should be what? A headline A call to action An image A pay per click
A call to action
What national organization in the USA sponsors the National Examination in Aromatherapy to become a Registered Aromatherapist and entitles the successful examinee to use the trademarked title Registered Aromatherapist and the letters RA? NAHA (National Association of Holistic Aromatherapists ARC (Aromatherapy Registration Council) AHG (American Herbalists Guild)
ARC
Which type of display ad is a combination of a focus on benefits plus information written in a story format or a FAQ format? Coupon Advertorial Business card Sales ad
Advertorial pg 448
What should you display in your consultation office? Certificates, Diplomas, or Degrees indicating your education. Your Code of Ethics. Your Registered Aromatherapist Certificate from the Aromatherapy Registration Council or other professional registration (if applicable) Certificates of membership in industry membership bodies such as NAHA or the AHG (if applicable). All of the above
All of the Above
A practitioner is located in an area where several others offer the same services she offers. Of the list below, what is a possible plan of action to set herself apart from the other practitioners? Choose different target markets Offer additional services All of these answers are possible plans to distinguish herself Expand her office hours
All of these answers are possible plans to distinguish herself
A practitioner is going out to dinner with her husband. While waiting to be seated, she sees a client, who is also waiting on a table with some other people. The practitioner does not want to be rude, but is unsure if she should acknowledge the client or not. What is the practitioner's best course of action? Be polite and ask the client how she is doing Allow the client to acknowledge her first Speak to the client and introduce her husband Smile and nod to the client, but don't speak
Allow the client to acknowledge her first
What is the term for describing the special atmosphere created by an individual's environment? Image Sensation Feng shui Ambiance
Ambiance
A practitioner has just graduated from school, and has several positions to which she wants to apply. What is the best thing she can create to simplify her application processes? A file of her credentials An employment kit A cover letter A résumé
An employment kit
A practitioner has her first assignment at her newly acquired hospital position. She works with a team of other health care professionals. Which of the following does she need to both relate information to the team, and to understand communication from the team? An excellent knowledge of medical terminology Knowledge of the benefits of her services A certification in medical massage A flexible schedule that allows her to make rounds with the team
An excellent knowledge of medical terminology
Most practices are sold to whom? An employee A family member An outside individual A competing business
An outside individual
What is considered the best course of action when a contract has been breached? Litigation Legislation Confrontation Arbitration
Arbitration
Which of the following best describes liabilities plus equity? Profit Assets Capital Incom
Assets pg 290
When moving or relocating one's office, how much time should be allotted for notification to existing clients? At least 1 month At least 3 weeks At least 2 months At least 1 week
At least 3 weeks
What is the sales term used to describe the use of a product in a treatment session and the remainder of the product sent home with the client? Bundling Baking Recommending Direct selling
Baking
Which of the following type of business loan requires a complete business plan? Family Grant Bank Personal
Bank
According to Daniel Starch's "Principle of Advertising," what must an advertisement do to attract attention? Impress the memory Convey trust Be seen Be read
Be seen
Which of the following is the most important things a practitioner can share with his clients when promoting his practice? Features Benefits Education Services
Benefits
A site inspection is required to obtain which of the following? Planning and Zoning Permits Occupational License Business License Building Safety Permit
Building Safety Permit
What is the most effective and least costly marketing tool? Business cards Website Gift certificates Signage
Business cards
Which of the following best describes what is required for success in retailing? Use a 30-50% mark-up of products Discuss the products' benefits during sessions with clients Carry at least 10 different products Choose products that are a direct extension of your work.
Choose products that are a direct extension of your work.
A practitioner is considering a career change. What is the first step she should take to assist her in planning this change? Clarify her life/career purpose List her priorities Decide on her goals Seek out a school for her career
Clarify her life/career purpose
In financing a business start-up or expansion, which of the following should practitioners avoid? Loans from friends and/or family Government grants or small business loans Companies that promise, for an advanced fee, to find you venture capital Loans from your local bank
Companies that promise, for an advanced fee, to find you venture capital
Which of the following best describes the purpose of the executive summary? Condense the pertinent information together for initial review Guide the process of the business plan construction Present the information necessary for the bank executives Provide the owner's biography and contact information
Condense the pertinent information together for initial review
Which of the following is the key factor in choosing a location? Convenient to the practitioner Affordable Conducive for clients Modern
Conducive for clients
A practitioner is interested in three potential places of employment. She has begun to contact the companies in order to compare and contrast them. Which of the following is the next best step for her to take to broaden her understanding of these three potential employers? Check with the Better Business Bureau to see which one has the highest consumer rating Conduct informational interviews with practitioners that work in similar settings Conduct online research on each place of business Interview a manager in each of the businesses
Conduct informational interviews with practitioners that work in similar settings
What are the "Three C's" of a professional business image? Credibility, composure, and competence Confidence, competence, and compassion Caring, calculating, and considerate Cooperation, conservativeness, and creativity
Confidence, competence, and compassion
What are the 3 C's of effective sales? Clients, concerns, and convenience Consultation, convenience, and compliance Consultation, convenience, and cost Cost, convenience, and compliance
Consultation, convenience, and compliance
A practitioner has been asked to email a copy of her résumé to a potential employer. What is the best course of action the practitioner can take to ensure the employer can easily open the file? Convert it to a .tif file Convert it to a PDF Convert it to a .jpg file Convert it to a .docx file
Convert it to a PDF
What is the main difference between publicity and advertising? Location Cost Expertise Pitch
Cost
A practitioner has decided to create a website for her new business. She has done much research and has decided to go with a pre-designed website builder. Which of the following best describes the primary advantage of this option? Formatting is owned by the company Cost efficient SEO leads directly to her page Ownership of the URL
Cost efficient
Which of the following considerations are considered the most common reason for an employer giving a raise to an employee? Cost of living Employee performance Increased productivity Longevity of employee
Cost of living
What is the goal of most day spas? Focus on a small number of services Provide rehabilitation services Create a haven of tranquility and rejuventation Move clients quickly through their treatments
Create a haven of tranquility and rejuventation
What is the best way for a practitioner to get interviewed by the local print media? Call the Editor-in-Chief. Send a handwritten note requesting the interview. Mail a press release to the appropriate department. Create a newsworthy image.
Create a newsworthy image.
Which of the following items are rarely used in a service profession? Package plans Insurance reimbursement Credit terms Sliding fee scale
Credit terms
What are the four major components of a business plan? Success Strategies; Financial forecast, Marketing plan; Purpose, priorities and goals. Description of business; Financial forecast; Marketing plan; Appendix Description of business; Long-range and short-term goals; Financial forecast; Marketing plan. Cover page, Table of contents; Purpose, priorities, and goals; References
Description of business; Long-range and short-term goals; Financial forecast; Marketing plan.
A newly licensed practitioner wants to maximize his love of hiking, kayaking, and other outdoor activities. He prefers working on a client once or twice rather than building long-term clients. Which of the following would be the best place of employment to support his preferences? Wellness clinic Destination spa Medical spa Cruise ship
Destination spa
What are two types of barter? Exchanges and non-taxable Direct and exchanges Non-taxable and indirect Direct and indirect
Direct and exchanges
What is the main key to have clients easily rebook? Provide online scheduling Give clients brochures and cards Offer package discounts Do a long-term treatment plan
Do a long term treatment plan
Which of the following actions should be taken to avoid financial entanglements in an association? Each person signs a separate lease agreement Draw up contracts specifying each person's financial obligations Each person creates an individual budget and financial projection Equally share the costs in running the business
Draw up contracts specifying each person's financial obligations
A practitioner finds out that a client is an avid fan of her favorite basketball team and has season tickets to all of the games. The client invites her to attend a game together. Lisa wants to go, but questions if it is ethical. Which of the following best describes the type of ethical dilemma Lisa is having? Confidentiality Power Differential Dual Relationships Boundary Crossing
Dual Relationships
A new practitioner has been a regular member at a local gym for many years. He became a practitioner to assist other athletes in supporting their goals. What course of action best supports his initial efforts to let the members know of his services? Post fliers on the gym's bulletin board Talk to the members about his services while working out Educate the staff and offer free demonstrations Print plenty of business cards to hand out
Educate the staff and offer free demonstrations
A student is studying to become a massage practitioner. She has taken several career assessments and has realized that she likes to work around other people, develop team projects, and that she does not enjoy keeping up with budgets and doing the tasks necessary for keeping up with finances. Which work setting would be best suited for her business strengths and weaknesses? Doing onsite massage in a client's home. Employment in a spa or group setting Operating a private practice in her home. Opening an office in a professional building
Employment in a spa or group setting
A practitioner has decided to go to her employer and ask for a raise. Before doing so, what course of action would best assist her in this endeavor? Evaluate her own performance Submit a written document to her employer Analyze her current schedule Compare cost of living information
Evaluate her own performance
What type of customer service includes pampering the client, designing a luxurious office environment, and supporting the client's wellbeing outside of the session? Median Good Exceptional Minimal
Exceptional
Which section of the business plan is critical when applying for financial backing? Risk Assessment Owner's Statement Executive Summary Success Strategie
Executive Summary
What is one of the following is the most controversial issue when creating gift certificates? Expiration dates Reverting to buyer Price increases Dollar amount vs service
Expiration dates
An employer is responsible for withholding social security taxes from independent contractors.
FALSE
When taking the steps to plan goals, a priority is a general statement of direction.
FALSE *"A priorities are general areas of conern. They are less vague and not as specific as goals. Priorities are statements of intention that are connected with values. They support your overall purpose." pg 14
A person's website is the primary link with clients, associate, and vendors.
FALSE (A person's telephone is their primary link p. 253)
Policies are specific steps that detail how a person wants to run a business.
FALSE (p. 242)
Using the right Internet provider is key to saving time and energy when running the business side of a practice.
FALSE (the right Business Software p. 255)
A business plan that is written for planning purposes and loan purposes are the same.
False
A practitioner cannot be held personally responsible for debts and legal obligations incurred by a partnership.
False
An employer has control over their independent contractors' time.
False
As long as a practitioner does her job well, clients will be pleased regardless of whether or not the clerical support staff is friendly and competent.
False
Being an excellent practitioner ensures that when you make a move clients will follow you no matter what the distance.
False
Blaming others for our misfortunes is part of the Pareto Principle.
False
Clients are mainly affected by the room they receive their services in, not by the lobby, parking or aesthetics of the building.
False
Early withdrawal of IRAs can be made without a penalty.
False
From a legal standpoint, as a sole proprietor, the practitioner and his business are separate entities.
False
Gimmicky business names are desirable because they are cute, attractiv,e and convey what your services are all about.
False
Holding similar visions and standards in practice has little effect on your working well together with associates.
False
It is best to wait until you have graduated before initiating a job search.
False
It is better to do one big, splashy ad rather than several small ads on a regular basis.
False
It is considered appropriate if a spa doesn't use an intake form.
False
It usually costs about half the amount of money to get a new client as it does to retain an old one, and it is easier to do so.
False
Limited Liability Companies have similar complex filing requirements as do corporations.
False
Most lease agreements are straightforward, so it's usually unnecessary to review it with an attorney.
False
Preferences in work environment should have nothing to do with one's professional or career choices.
False
Setting a slightly higher fee than the going rate but always offering it at a "discount" price is a viable strategy for setting fees?
False
Social media sites cannot be considered a form of SEO services.
False
TRUE OR FALSE: As an unlicensed HHP, it is appropriate to refer to a specific disease in a client consultation.
False
The ability to use procedure codes is the same from state to state.
False
The amount of time to do in-depth research and explore the various facets of your career field provides very little toward one's success and is not worth the time invested.
False
The best way to obtain a mailing list is to purchase one through a broker as their lists are always up to date and they ensure qualified prospects.
False
The major disadvantage of going to a client's home or office is the large amount of overhead needed.
False
The most challenging aspect of working in spas relates to boundary crossings.
False
Verbal pre-approvement of a claim guarantees you'll receive payment.
False
When working in hospitals and/or hospice, the adherence to HIPAA is rarely enforced.
False
The USDA National Organic Program has inspectors to certify farmers as organic.
False Organic Standards Lecture: The National Organic Program relies instead on certifying agencies that are accredited by the USDA, like Oregon Tilth.
Flexibility means making the company's priorities your priorities; acting as if the company was your own.
False (Loyalty means.... p. 166)
A functional résumé is used when you want to emphasize a good work history that is directly related to your desired job.
False (chronological résumé p. 176)
Benevolence, friendly disposition, cheerful consent, willingness, and readiness are components of social responsibility.
False (goodwill)
The body of a cover letter establishes rapport and communicates your interest.
False (opening of a cover letter p. 180)
Client interaction policies need only cover finances and communication.
False Client interaction policies should also cover confidentiality, business house and availability, scope of practice, etiquette and personal relationships.
Moral behavior means doing the right thing for the right reason with the right attitude.
False Ethical Behavior
The two most commonly used written methods for goal setting are mind mapping and vision boards.
False It is mind mapping and outlining. Pg: 16
A benefit is a description of your service or product.
False pg. 350
A mentor is someone which has practiced in your same field for about the same length of time.
False someone that is more experienced
To use diagnostic and procedure codes all you have to be is a licensed healthcare provider.
False pg 271-272
When offering a membership program, it's customary for a practitioner to charge his standard fee.
False pg 478
Signage is easily a do-it-yourself project.
False Use a pro
Convey professionalism by including a wide spectrum of items in one's policies, even if a practitioner doesn't plan to enforce them.
False (pg 244)
The portion of the business plan that should include policies and procedures is in the Marketing Plan section.
False (Operations Portion)
It is customary in the service profession to offer credit terms to clients.
False (pg 246)
Compromise is always an ideal.
False (pg 274)
Gratuities are gifts above and beyond a service charge and do not have to be reported to the IRS as earned income.
False (pg 296)
A tax credit will earns a person 50% of the amount spent.
False (pg 298)
Advertising is free media exposure for a business.
False (publicity is free)
When creating a 5 minute introduction, it's important to memorize it in full.
False pg 386
Word-of-mouth marketing is less successful than paid advertising.
False. It is 200x more powerful
A practitioner has been in business for 2 years. Even though she has a full client load and is bringing in more money than her overhead, she doesn't seem to be able to make ends meet. Part of this is because of the taxes she owes. Which of the following is the most appropriate support she needs? Peer Group Mentoring Financial Legal
Financial
Which of the following sections of a business plan is most often considered to be the toughest challenge to write? Financial projections Mission statement Owner statement Executive summary
Financial projections
What type of printed material would be best for a practitioner to use to draw attention to a specific event such as an open house? Brochure Punchcard Flyer Newsletter
Flyer
In building professional alliances, sending a mailing to targeted healthcare professionals is an example of which approach? Front-door Side-door Open-door Back-door
Front-door
A practitioner has just graduated from school and is creating a résumé for potential employers. Which type of résumé is best for her to highlight her skills and abilities? Training Résumé Chronological Résumé Functional Résumé Combination Résumé
Functional Resume pg 176
Which of the following best describes the benefit of an informational interviews? Challenge an employer's policies Obtain a job guarantee upon graduation from school Avoid having to formally interview with a prospective employer Gain valuable insight
Gain valuable insight
What is the ultimate purpose of the Risk Assessment section of a business plan? Determine the income reserve needed to operate the business. \ Identify the management qualifications needed to run the business. Generate a contingency plan to counteract the most significant risks. Alleviate concerns of potential lenders.
Generate a contingency plan to counteract the most significant risks.
Which of the following is the best way for a practitioner to handle an increase in fees? Inform clients of the increase while they are sitting in the waiting area. Raise fees at least 15% and limit it to once a year. Limit raises to a 5% at a time, up to twice a year. Give two weeks notice and allow clients prepay for a series at the old rate.
Give two weeks notice and allow clients prepay for a series at the old rate.
What is the key component in motivation? Necessity Understanding Goals Desire
Goals
A practitioner enjoys giving back to his community. He often volunteers in the community, holds fundraisers for those in need, and uses his purchasing power to support companies that give to others. Which word best describes the practitioner's focus? Values Morals Ethics Goodwill
Goodwill
Which of the following was enacted to protect and enhance the rights of consumers? PPOS ACA HMOS HIPAA
HIPAA
What type of insurance provider provides healthcare services for a fixed fee to subscribers in a specific geographic location? HMOS HPOS PPOS MCOS
HMOS
What is the best course of action before signing an employment agreement? Have it reviewed by a mentor Have it reviewed by a legal advisor Make certain the benefits are stated Make certain the salary is correct
Have it reviewed by a legal advisor
A practitioner is interviewing for a position that is very appealing to him. He knows that there are several other very qualified candidates also applying. Which of the following best describes what he could use during his interview to set him apart from the other candidates? His professional manner His knowledge of the company's mission His ability to problem solve His communication skills
His knowledge of the company's mission
Which of the following terms best describes an aspect that makes someone unique to the media? Expert Pitch Status Hook
Hook
A practitioner has been asked by a client to write a letter of recommendation on his behalf to a prospective employer. The practitioner has seen the client several times, but is unsure if she is qualified to grant the request. What is the first step she should take before agreeing to this request? Review her profession's code of ethics Identify the potential problem Evaluate potential courses of action Obtain consultation
Identify the potential problem
A practitioner is very excited about her first office. She carefully selects furnishings that she feels will be inviting to her clients. She decides to always dress in khakis and a white shirt when seeing clients. Her music is carefully selected for relaxation as she is offering stress reduction. Which word best describes these choices that she has made? Integrity Ethics Goodwill Image
Image
What of the following choices is the best way to reward loyal clients and create ways to increase their session frequencies in a more affordable way? Client surveys Publicity campaigns Customer service plans Incentive programs
Incentive Programs
What is a summary of all sales and cash receipts titled? Capital account Income ledger Drawing account Accounts receivable
Income ledger
Why is it in a practitioner's best interest to have gift certificates redeemed? It's a no fuss transaction. It increases the client base. Clients enjoy gift giving. It increases the practitioner's income.
It increases the client base.
Which of the following best describes why it's important to document conflict? It's proof that can be utilized later It keeps both parties aware of what happened or was discussed It provides protection in case a lawsuit is filed It's leverage to position future arguments
It keeps both parties aware of what happened or was discussed
Which of the following is the best reasons for forming a Corporation? Possession of profits Limited liability Control of decisions Ease of formation
Limited liability
A practitioner is accepting employment at a local hospital and will be massaging patients with a variety of health issues. What continuing education course should she take first that would best support her career choice? Deep tissue therapy Craniosacral therapy Lymphatic drainage Insurance billing
Lymphatic drainage
Which of the following is the best option to improve the energy flow in a treatment room? Place spiritual symbols throughout Place fresh flowers in each room Make Feng shui adaptations Incorporate a variety of sensations
Make Feng shui adaptations
A client has contacted her practitioner about an injury that she claims resulted after being given a hot stone treatment. What type of insurance does the practitioner need to have to protect herself from this claim? Malpractice Liability Insurance Professional Liability Insurance General Liability Insurance Product Liability Insurance
Malpractice Liability Insurance
Which of the following CAM providers are licensed in some US States? Massage therapists Herbalists Aromatherapists Ayurvedic practitioners
Massage Therapists
What consists of fact sheets, biographies, photos, and event stat sheets? Media kit Hook Press releases Pitch
Media kit
What level of customer service best describes when a practitioner listens to clients' needs and does his best to fulfill them? Beyond Exceptional Minimal Good
Minimal pg 473
Which of the following are considered the three major areas for renegotiation of an employment agreement? Money, scheduling, and marketing Money, vacations, and responsibilities Money, advancement, and CE reimbursement Money, scheduling, and advancement
Money, scheduling, and advancement
Which of the following do the behavioral, cognitive, psychoanalytic, social learning, social cognition, and humanistic theories all address? Motivation Self-disclosure Procrastination Risk-taking
Motivation
What important point in Sec. 2706 of the Affordable Care Act is promising for CAM providers? Licensing of all healthcare providers No pre-existing conditions Non-discrimination in Health Care All individuals must have insurance
Non-discrimination in Health Care
Which of the following can an unlicensed Holistic Health Consultant do without breaching the Medical Practice Acts? Diagnose and treat disease. Prescribe drugs to cure disease. Performing physical examinations. None of the above.
None of the above
Which of the following terms is acceptable for the unlicensed complementary alternative health care provider to use with his or her clients? Diagnose Treat Prescribe None of the above
None of the above
Demographics define a person in terms of which of the following? Subjective data Social factors Special interests Objective data
Objective data pg. 361
A practitioner is joining in with two of her friends from school to create a group practice. What course of action should she take to ensure fairness in shared items such as expenses, scheduling, and office logistics? Make a verbal agreement since all of the involved are friends Make a list of each person's responsibilities and post them Have a lawyer draw up a legally binding partnership contract Obtain a clear, written agreement with the others in the group
Obtain a clear, written agreement with the others in the group
A newly graduated and licensed practitioner wants to obtain employment in a luxury hotel in her area. Which of the following is the best course of action she could take to boost her marketability? Investigate improvement suggestions for the spa Demonstrate her skills to the spa manage Obtain advanced training in spa specialty techniques Present herself in a professional manner
Obtain advanced training in spa specialty techniques
A practitioner is attempting to determine if another business is in competition with her. Which of the following is the key factor in making that determination? Is located less than one mile away Has a large, upgraded space with extended hours Offers the same service to the same target market Charges about the same rates
Offers the same service to the same target market
Résumé cover letters contain what three sections? Introduction, data, summary Application, interview, job offer Opening, body, close Cover letter, résumé, interview
Opening, body, close
Which state DOES NOT HAVE legislation that covers unlicensed CAM providers? Rhode Island Oregon Minnesota California
Oregon
When working at a salon, which of the following best identifies a practitioner's built-in clientele? Other employees People who work at adjacent businesses Walk-in customers Patrons who get other services
Other employees
In goal setting the [ ] technique is effective for logical thinkers while the [ ] technique is more suited to visually oriented thinkers. Recording, collage Outline, mind-mapping Mind-mapping, outline Collage, recording
Outline, mind-mapping pg 15
A practitioner wants a raise in salary to meet the rising cost of living. At this time, her employer is unable to fulfill her request. Which of the items below is the best option for the employer to offer to help the practitioner meet her financial needs? Use of company lodge Paid health insurance A new position Tickets to sporting events
Paid health insurance
Three practitioners have opened a business in which each of them split all expenses equally. All of their names are on their lease, and they share in the profits and losses. Which of the following best describes the legal status of their situation? Association Independent Contractors Partnership Employee/Employer
Partnership
Which of the following marketing activity best describes advertising? Paying indirectly for visibility by printing business cards. Providing goodwill by sponsoring an "adopt a highway" activity. Getting media coverage by being interviewed by a television station. Paying directly for visibility by placing a listing in a local newspaper.
Paying directly for visibility by placing a listing in a local newspaper.
What are the 5 elements to a good website design? Planning, algorithms, content, creative design, and marketing Planning, on-page SEO, copywriting, content, and marketing. Planning, algorithms, hosting, creative design, and marketing. Planning, on-page SEO, content, creative design, and marketing
Planning, on-page SEO, content, creative design, and marketing
What component from the list below is considered necessary to be included in an operations overview? Policies and procedures Startup costs Income projections Budget
Policies and procedures
According to statistics, which of the direct mail options below are read most often? Sales letters Postcards Greeting cards Wellness surveys
Postcards
What is a key factor in ethical product sales? Transference Dual relationships Power differential Countertransference
Power differential
Which of the following best encourages people to book sessions more frequently and infuses extra income into one's bank account? Value added services Time-limited introductory rates Sliding scale fees Prepaid package plans
Prepaid package plans
Which of the following terms should NOT be used when acting as an unlicensed holistic health consultant? Educate Recommend Empower Prescribe
Prescribe
The office manager of a busy group practice has suddenly taken ill, and the others in the group are covering the front desk position in the meantime. What is the best reference the others can use to keep the office running in a consistent manner? Risk management statement Policy manual Procedure manual Company mission statement
Procedure manual
A practitioner works out of her home. She pays attention to privacy, sounds, cleanliness, and the environment. Which of the following best describes what she is conveying by attending to these items? Values Attitude Professionalism Image
Professionalism
What is the major advantage of publicity over advertising? Publicity lends credibility There's no such thing as "bad" publicity Publicity takes less effort Publicity is essentially free of charge
Publicity lends credibility
A self-employed practitioner earns $25,000 profit after expenses. The following year, when must the practitioner pay estimated tax payments to the IRS? at the end of the calendar year Quarterly with the final tax return Bi-annually
Quarterly
A practitioner has been in business for 8 years. She feels she is outgrowing her physical space, is feeling bored with the work she offers, and is experiencing physical and emotional exhaustion frequently. What is the best course for her to take? Re-evaluate her business Take on different clients Learn new techniques Sell her business
Re-evaluate her business
A practitioner has an office in a chiropractor's practice. Her rental fee is a percentage of the client's she sees each day. Initially, Maggie saw 2 or 3 clients a day. Now she sees 5-6 clients a day. Which of the following is her best first option? See fewer clients at this location Re-negotiate the fee with a ceiling on the maximum payment Ask the chiropractor to hire her as an employee Offer to pay a flat rate rental fee and a smaller percentage
Re-negotiate the fee with a ceiling on the maximum payment
What is the phrase used by insurance companies to validate a treatment modality? Referred by a primary care provider. Reasonable and necessary. Required and documented. Verifiable objective results.
Reasonable and necessary.
Of what are appointment books, appointment cards, client surveys, and a client treatment plan copy all examples? Brochures Welcome to My Office Kit Newsletters Rebooking Materials
Rebooking Materials
A self-employed practitioner spends most days completely on her own with her clients. What course of the following courses of action will best assist her in consistently improving her techniques and communications with her clients? Updating her goals weekly. Receiving feedback from clients, colleagues, and advisors. Taking current continuing education classes. Tracking trends of the profession.
Receiving feedback from clients, colleagues, and advisors.
What is the key to successful networking for a practitioner? Recognizing she has potential for making connections, building her network, and helping herself and others by working her network. Joining and being active in at least two networking groups. Keeping a detailed address book and calling everyone in it at least once a month. Network as aggressively as possible
Recognizing she has potential for making connections, building her network, and helping herself and others by working her network.
What action would be appropriate if a client refused to fill out the Client Consent form? See the client anyway. Refuse politely to see the client. Give it to them to take home and proceed. Give them a blend to take home.
Refuse politely to see the client.
Which of the following is the best alternative to the term "Cancellation Policy"? "Retention Policy" "Reschedule Policy" "No Show Policy" "Operations Policy"
Reschedule Policy
A client expresses interest in dating a practitioner. The practitioner is also attracted to the client, and would like to pursue a relationship. What is the practitioner's best first course of action? Resolve the issue using the six step resolution model Ask colleagues for advice Consult the profession's code of ethics Agree to one date to see where it leads
Resolve the issue using the six step resolution model
A practitioner's office was burglarized. His computers were stolen and his office vandalized. Which of the following would have best ensured that he would have access to his records? Running daily cloud computer backups Making hard copy files of all documents Incorporating a risk management protocol Purchasing insurance on the computers
Running daily cloud computer backups
What is the acronym for the most effective way to set goals? SMILE STEPS SHARPER SMARTER
SMARTER
The owner of a group practice is on vacation. The town has received a large snowfall overnight. Which section of the Procedure Manual should the other practitioners refer to in order to handle this situation?
Safety
What is the preferred method of leaving a business when the business is too valuable to be purchased by anyone other than someone with access to a lot of capital? Transfer ownership Sell to employees Sell to a third party Liquidate assets
Sell to a third party
What action does a practitioner need to take if she wants to be interviewed in print or on the air? Request an interview Request a contract Send a press release Send a media kit
Send a media kit
A practitioner is interested in working for a particular company. He has investigated, but has found no advertised job openings. Which of the following would best suit his purpose? Send an inquiry letter only Send a cover letter only Send a résumé and inquiry letter Send a résumé and cover letter
Send a résumé and inquiry letter
A practitioner wants to be considered for a position with a particular company. He calls and attempts to connect with the hiring manager, but she is unavailable. He makes a note of her name and official position. What is the best next step for him to take? Call again and ask for a return call if the manager is unavailable Send a résumé with a cover letter to the attention of the manager Send an email to the manager asking for an interview Stop by the office and ask to see the manager
Send a résumé with a cover letter to the attention of the manager
The purpose of a planning and zoning permit is to: Permit a practitioner to work in a specific industry Show that the location conforms with area plans and has adequate parking Allow a practitioner to collect and remit sales tax Indicate the location is safe and complies with fire and building codes
Show that the location conforms with area plans and has adequate parking
A practitioner decides to run the business by herself. Which of the following is the most common legal entity status to file her taxes? Limited Liability Company Sole Proprietorship S Corporation Personal Service Corporation
Sole Proprietorship
A practitioner has recently moved into a new area. He needs to bring income into his household immediately. Which of the following settings would be most conducive to his immediate needs? Specialty center Wellness Center Partner in a group practice Associate in a group practice
Specialty Center
If a goal is SMARTER, it is Significant, Memorable, Achievable, Responsible, Timely, Enjoyable, Refined. Straightforward, Meaningful, Active, Resonant, Tangible, Expansive, Reasonable. Small, Masterful, Artful, Reasonable, Telling, Explainable, Rigorous. Specific, Measurable, Attainable, Realistic, Timelined, Enthusiastic, Rewarding.
Specific, Measurable, Attainable, Realistic, Timelined, Enthusiastic, Rewarding.
A practitioner who is a fitness enthusiast wants to focus his practice on those recovering from activity related injuries. Which of the following locations would maximize his ability to work in this field? Physical Therapy Clinic Rehabilitation clinic Orthopedic Physician's Office Sports medicine clinic
Sports medicine clinic
When trying to determine why clients leave, what is one of the best tools? Coupons Surveys Membership programs Publicity campaigns
Surveys
Goal setting is a means to turn dreams into reality.
T
One of the most important traits that successful people have is a dedication to knowledge.
T
To turn dreams into reality, set goals.
T
When working with the Wheel of Life, the goal is to achieve balance.
T
A prescription from a client's doctor is required for non-primary care practitioners to work on a client and be reimbursed by the insurance company.
TRUE (p. 268)
What is the primary link between a practitioner, clients, associates, and vendors? Telephone Message system Email Website
Telephone
What follow-up method can greatly increase the effectiveness to direct mail letters? Telephone call email the same material Survey questionnaire Second mailing of the same material
Telephone call
Which of the methods below will reach the widest audience when advertising? Classified ads Television Radio Coupons
Television
A practitioner has been employed by a local day spa for several years, and has a steady stream of repeat clients. One client has recently gone through a divorce and has indicated that she would like to date the practitioner. What is the best course of action for the practitioner to take? Terminate the client/therapist relationship and date the client Recommend that the client see another practitioner Tell the client that it is unethical to have this type of a dual relationship Ask the receptionist not to book the client with him
Tell the client that it is unethical to have this type of a dual relationship
What do the spokes on the Wheel of Life represent? The aspects of one's life that must be equal to be whole. The aspects of one's life that support a balanced life. The areas to measure one's level of success. All the areas one needs to consider for success.
The aspects of one's life that support a balanced life.
When choosing a domain name, which of the following is it best to try and match? The owner's name The legal entity The physical location The business name
The business name
What is a functional résumé and when is it used? The contents of each category are grouped by relevance to the job, and is used when wishing to emphasize a good work history The information in each category is listed in chronological order, and is used when wishing to emphasize a good work history The contents of each category are grouped by relevance to the job, and is used when wishing to emphasize talents, abilities, and potential The information in each category is listed in chronological order, and is used when you wishing to emphasize talents, abilities, and potential
The contents of each category are grouped by relevance to the job, and is used when wishing to emphasize talents, abilities, and potential
When creating a business proposal for a corporate wellness program at a large company, which of the following is the key piece of information to getting the contract approved? The amount of time needed to complete the sessions How much he will charge each employee for the sessions The type of session he will be administering The return on investment benefits for the employer
The return on investment benefits for the employer
A practitioner has observed that his clients who have fibromyalgia respond well to a new technique he has recently acquired. What is the process called that could determine if such a correlation exists? The Pareto Principle The scientific method of research. Research Literacy Professional Development
The scientific method of research.
Which of the following best describes why a practitioner should put at least half of all gift card revenue into a separate account? In case the gift card is no longer valid To avoid working and not creating new income at that time To create a savings account In case the gift card is returned and the person doesn't want to use it
To avoid working and not creating new income at that time
A practitioner, who specializes in pain management, has decided to add retail products to her office. Which of the following products would be best suited for her practice? Self-care books Topical analgesics Music Candles
Topical analgesics
Which of the following offers legal protection of a business logo and its description? Trademark Registration Copyright Patent
Trademark
Which of the following allows the collection and remittance of sales tax? Transaction Privilege License Business License Occupational License Merchant/Vendor License
Transaction Privilege License
A Policy Manual should begin with the Company Mission Statement.
True
A business plan pinpoints what a practitioner aims to accomplish and how the practitioner intends to organize resources to attain those goals.
True
A business plan should include marketing goals for four areas: promotion, advertising, publicity, and community relations.
True
A home office would ideally have a separate entrance for clients.
True
A major disadvantage to a sole proprietorship is having unlimited liability where the owner is totally responsible for all business debts.
True
A mission statement conveys a business's essence.
True
A partnership is jointly owned and the individuals equally share the profits and losses.
True
A practitioner should end a session with a client by reviewing what occurred in the session, highlight some of the client's major goals, let the client know what to expect in the next few days, assign homework, allow for questions, refer if necessary, and schedule the next appointment.
True
A targeted inquiry letter is appropriate when you've found a company where you would like to work, but they are currently not hiring.
True
Accounts receivable is best defined as: The amount owed to a practitioner by another person or business.
True
An easy and affordable way to increase productivity and enhance customer service is to utilize online scheduling.
True
An increase in fees is based on the fact that a practitioner's services are worth more and her skills are greater now than before, not on desire or need for more income.
True
Any client can sue a CAM provider for malpractice.
True
As a CAM provider, you should clearly define your role in your own mind and for your clients.
True
Before signing a lease agreement, review all legal documents with an attorney.
True
Being aware of national and local requirements of one's particular business provides a means to make appropriate choices and structure one's business to comply with the necessary rules and regulations.
True
Being stressed out can cause one to waste time and possibly miss work.
True
Checks are written from the business account to keep the business finances separate from personal finances as well as to keep better documentation than cash.
True
Cleanliness is imperative to a professional image whether in a home office or other location.
True
Comorbidity is the presence of more than one disease and/or condition.
True
Coupons are special offers to attract new clients.
True
Digital ads can be an inexpensive way to test ad effectiveness before purchasing print advertising.
True
Dual relationships, practicing beyond one's scope, and breaking confidentiality are all examples of ethical dilemmas.
True
During times of conflict, business owners use mediation to help them save time and money.
True
Employee training plans and compensation should be included in the business plan.
True
Exceptional customer service means you make your clients feel special and support their wellbeing outside of sessions.
True
Facility costs and the costs associated with setting up and running a business are the major factors that impact the disparity between what a client is charged for a service and the salary an employee who provided it earns
True
HIPAA assigns a unique identifier for providers, employers, health plans, and clients.
True
Honoring clients, co-workers, and managers as unique individuals is called respect.
True
If a practitioner doesn't incorporate, create a partnership, or form an LLC, the business is automatically considered a sole proprietorship.
True
If a practitioner is an employee, all tips must be reported to the employer.
True
If a practitioner wants to operate a home business in a neighborhood that's zoned residential only, the practitioner may be able to obtain a variance or special exemption permit.
True
Image is determined by the way you present yourself, your office, your business practices, and the manner in which you treat your clients.
True
In buying a practice, it's wise for the buyer to do the following: assess the reasons for wanting to purchase the business, know the steps necessary to analyze the business, and understand the process the seller goes through.
True
In most instances, it is helpful to write the headline for an ad after writing the content.
True
Informational interviews are a good way to gain valuable insights into different work environments and the types of people who work in them.
True
Insurance reimbursement can be rather hit-or-miss with a company honoring a claim one time and denying another.
True
It costs 6-7 times more to acquire a new customer than to retain an existing one.
True
It is advisable to have a legal or business advisor review any contracts before signing.
True
Knowing how to conduct research and how to measure therapeutic outcomes is important in medical settings.
True
Like a magnet, a positive attitude attracts good people and circumstances.
True
Malpractice liability insurance protects one from claims due to a loss incurred by one's clients as a result of negligence or failure on one's part to perform at a professional skill level.
True
Medical spas cater to the luxury market.
True
Obtain additional certifications and advanced training to increase your chances for getting hired and increasing your potential earnings in the spa environment.
True
Of all the advertising venues, print advertising is the most preferred by wellness providers.
True
Office supplies, rent, and marketing costs are common business deductions.
True
One of the advantages to working in a group practice is peer support and supervision.
True
One of the best ways to establish relationships with the media is to follow them on Twitter.
True
One of the disadvantages to being self-employed is the possible lack of steady income.
True
One of the easiest ways to gain visibility and promote one's practice while doing good is to donate services for fundraising events.
True
One of the key requirements in all procedures are time limits on when things must be done.
True
One way to broaden employment possibilities for working in a Primary Healthcare setting is by learning a variety of techniques for assorted medical conditions.
True
Operational guidelines make the transition easier if a practitioner hires new employees or expands.
True
Personal budgeting is the best way to create a realistic financial picture.
True
Policies and procedures can be covered in one manual.
True
Procedure and Modality codes are defined and maintained by the American Medical Association.
True
Professionalism includes flexibility and loyalty.
True
Providing suggested questions for an interview allows the interviewee to shape the program and helps ensure coverage of the important points.
True
Safety is always a consideration, but more so for someone in private practice.
True
Strategic planning is the process of breaking down a difficult problem into manageable segments
True
Targeted personal letters should focus on abilities and what a practitioner can offer to the job.
True
The basis for true professionalism lies in integrity.
True
The best way to protect personal assets from liability is to incorporate or form an LLC (Limited Liability Corporation).
True
The bottom line in selling a business revolves around the concept of supply and demand.
True
The client retention process begins before a practitioner actually sees a client for the first time.
True
The conditions required for the IRS to consider a business expense legitimate is that it must be in connection with the business, be ordinary, and be necessary.
True
The first step in resolving an ethical dilemma is to identify the problem.
True
The key to a successful interview is preparation.
True
The lead primary care provider at the clinic often determines the amount of actual time practitioners spend with clients, how they work and what they do.
True
The main the purpose of a petty cash fund is to pay for incidental expenses.
True
The number one key to career longevity is a strong client base.
True
The perfect ad is creating the right message that is seen by the right people and at the right time.
True
The purpose of a Client Policy list is to set boundaries that encourage trust, safety, and comfort.
True
The two main purposes for licenses and permits are raising revenue and protecting the health and safety of the public.
True
The two most common wage adjustments are for performance and cost-of-living.
True
The word "blog" is a portmanteau of web and log.
True
Tipping a practitioner can potentially create an awkward situation for a client.
True
To determine a proper fee structure, a practitioner needs to understand all the costs involved in running the business, how many billable hours the practitioner work, and how much personal income is needed.
True
Tracking is an essential component in making a business plan work.
True
Two essential elements for successful advertising are consistency and quality.
True
When considering office design, the focus should be on appealing to the majority of clients while being inoffensive to them all.
True
When entering into a group practice, clearly written agreements with the other practitioners in the group are vital to avoid entanglements and misunderstandings.
True
When negotiating a contract, an excellent job performance is your greatest ally.
True
When sending a media kit, it is advisable to include a cover letter.
True
When sending a résumé via email, the best option is to attach it as a PDF file.
True
Goals that are SMARTER are Specific, Measurable, Attainable, Realistic, Timelined, Enthusiastic, and Rewarding.
True pg 15
The use of collages and picture books are excellent tools to visually create goals,
True pg 17
Which of the following is the best way for a person to begin planning for a career or business? Decide the best business location Utilize self-assessment tools to become familiar with their own personality type, communication styles, and abilities Obtain a loan to purchase start-up items Decide whether to become an employee or independent contractor
Utilize self-assessment tools to become familiar with their own personality type, communication styles, and abilities
A practitioner has recently opened up a practice in an area that has similar businesses to hers. However, she has been sent a cease-and-desist letter from the city, stating that her business is in violation of zoning laws. What can the practitioner request that could enable her business to remain open while she appeals the city's decision? License Lease Permit Variance
Variance
A practitioner has just completed the "Wheel of Life" exercise. Which of the following best describes what she has learned from this tool? What classes she needs to take Her personality strengths Her ideal business structure What areas of her life are out of balance
What areas of her life are out of balance
A practitioner has been in her current career for 3 years, but would like to take it to the next level. What important assessments should be her main focus? Is she in the right location and is there ample parking Is she offering the most current services and using cutting-edge equipment What changes would she like to see and what does she want others to say about her business How much money is she making compared to how much she wants to make
What changes would she like to see and what does she want others to say about her business
Which of the following best describe the factors used for computing allowable transportation? Whether the practitioner owns one or two vehicles. Total vehicle mileage versus total business mileage. Actual expenses and total business mileage. How far and how frequently the practitioner drives.
Whether the practitioner owns one or two vehicles. 286-287
When are clients most likely to refer others to a practitioner? When they have achieved measurable results. When they encounter someone in pain. Within the first two weeks of working together. After receiving treatments for three months.
Within the first two weeks of working together.
A practitioner has been in business for many years. When a larger office space opened in her building, she decided to incorporate other practitioners into a group practice. Which of the following should she do to best ensure that the practice runs smoothly? Write a policies and procedures Assign duties to each practitioner Have each person sign a contract Hire a receptionist for scheduling
Write a policies and procedures
Before opening up a business, buying an existing practice, or remodeling a current office space, what type of regulations should be thoroughly investigated first? Insurance Zoning Leasing Professional
Zoning
What is the core of client retention that is most often forgotten about? a customer service plan Evaluations HIPAA documentation Follow-up
a customer service plan
On a functional résumé, work experience is typically listed in which order? alphabetically after education before education chronologically
after education pg 176
Which of the following best identifies the key element of brochures and business cards? They should look as though they were designed by an advertising agency. appeal to the practitioner's target market. appeal to the practitioner's aesthetic sense. be printed in full color, using high-quality paper.
appeal to the practitioner's target market.
Which of the following have an opening section, a body section, and a closing section? Reference list Résumé Employment kit Cover letter
cover letter
What is the difference between features and benefits? Features: and benefits are essentially the same thing; there is no difference. describe results that your client will receive; benefits describe you and your services. are what attract potential clients; benefits give back-up information. describe the practitioner and his services; benefits describe results clients will receive.
describe the practitioner and his services; benefits describe results clients will receive.
A practitioner must refrain from dual relationships to maintain an ethical practice.
false
One of the greatest disadvantages of a group practice is the high cost of marketing activities and expenses between associates.
false
Practitioners should refrain from greeting clients by name in a public waiting room or having them fill out a sign-in sheet as it goes against HIPAA.
false
The term for specific, attainable, measurable things or accomplishments that you set and make a commitment to achieve is called priorities. goals. affirmations. benefits.
goals
When would it be acceptable for a practitioner to write a check to petty cash? The practitioner needs to pay his financial advisor. pays for a business item with a personal check. forgets to provide a discount to a client. takes draw from the business account.
pays for a business item with a personal check.
If an holistic health consultant suspects a major illness during a consultation, he/she should ... research the condition. recommend more frequent use of essential oils, herbs, or homeopathics. refer the client back to his or her primary care physician. try and correct the condition.
refer the client back to his or her primary care physician.
Which of the following best describes why a practitioner would include a supplement to his business plan? To include a marketing plan. provide a financial analysis. provide an overview. secure a loan.
secure a loan.
Which of the following attribute best describes being inspired by the joy of accomplishment? Self-motivation Motivation due to fear Competitive motivation Motivation due to incentive
self-motivation
What best describes what a manager encourages by having the staff brainstorm ideas to solve problems? appreciation recognition teamwork resentment
teamwork
In bookkeeping terminology, "assets" are best defined as the net worth of a business. total resources of the business. tangible possessions owned. amounts owed to a business
total resources of the business. pg 289
An advantage of self-employment is the flexibility of scheduling.
true
An advantage of working as an employee is starting out with a ready-made professional image.
true
An individual is often considered an independent contractor when working at locations such as spas, gyms, or doctors offices.
true
Employees are responsible for filing their own taxes.
true
In many states if you're perceived to be a partnership, you could be held liable for your associate's actions.
true
It is important to establish the day-to-day activities of a practice (office logistics) along with objective consequences for when a person doesn't fulfill their agreed obligations.
true
One advantage to having a home office is the ability to take a tax deduction on the mortgage/rent payments.
true
One of the benefits of working at a spa where practitioners do a variety of treatments is the reduction in possibility of repetitive stress syndrome.
true
One of the main advantages of being self-employed is the sense of achievement it generates
true
The IRS assesses the degree of control and independence as a guideline, when determining whether an individual is working as an independent contractor or an employee.
true
The pluses of template website companies are that they are what as known as drag and drop websites which means they are very user friendly and do not require any special coding.
true
When working in a medical clinic, a practitioner must be willing to defer to the primary care provider for critical care direction.
true
A client arrives for a session and is greeted by a practitioner who is dressed in torn jeans, a tee shirt, and flip flops. Which term best describes how the practitioner has presented herself? Inexperienced Unprofessional Unethical Uncaring
unprofessional
Which of the following best describes who purchases most businesses that are for sale? Competitors Senior employees Corporations Unrelated individuals
unrelated individuals
A practitioner feels that everyone should have the opportunity to receive wellness services regardless of their income. He decides to have a sliding scale fee for his clients that would otherwise not be able to receive his services. This is an example of the practitioner's ethics. image. values. professionalism.
values
A practitioner grew up in a time and circumstances where it was considered inappropriate to tell report on other's wrongdoings. Her profession's Code of Ethics states that she should report someone that is not adhering to the profession's code. Which of the following best describes what is in conflict with the Code of Ethics? The practitioner's ethics. professionalism. morals. values.
values
