Unit 2

Because the doctor actually examines their pet, clients feel that interaction influences them more than interaction with other staff members.

False

Most clients say the yellow pages were their main source of referral.

False.

What is a client's greatest single expectation with regard to staff?

Keeping your word.

Fill in the blank regarding clients, "They don't care how much you _______, until they know how much you care."

Know

Why is the location of the veterinary hospital important?

Saves time. Convenient.

When dealing with clients, which of the following should you NOT do?

Treat every client the same.

A _______ reputation spreads quicker than a _______ one.

bad, good

A good way to determine the best service for your clients is by

better understanding them by asking questions and effectively listening to their responses.

Clients that rely entirely on your confident recommendations behave in such a manner because...

they are unable or unwilling to make the decision on their own.