Vett 112 Week 4 - Chapter 3 - Text Review Questions

When should receptionists reconcile the transactions to ensure they are all correct? A. Daily at the end of the day. B. Weekly. C. Daily at the beginning to the following day. D. On an as-needed basis.

A. Daily at the end of the day.

What information should not be given to clients over the phone?

Medical advice.

How should a declined credit card be handled?

The client should be informed quietly and discreetly that the card was declined, and ask for another type of payment.

What makes the first impression on clients?

The telephone call and receptionist, followed by the reception area when client arrives to the practice.

Why are health certificates required?

To prevent the spread of disease.

Which of the following is a proper phone introduction? A. Hello, this is Brooke, how can I help you? B. Good Morning, ABC Animal Clinic, this is Teresa. How may I help you? C. ABC Veterinary Clinic, can I help you? D. Good afternoon, ABC Animal Clinic. How may I help you?

B. Good Morning, ABC Animal Clinic, this is Teresa. How may I help you?

What is the purpose of requiring owners to sign consent forms? A. To ensure the owner is understanding of why they are leaving their pet. B. To protect veterinary practices and team members from any issues that may arise and may need to be submitted in the case of a lawsuit. C. To satisfy state law. D. All of the above.

B. To protect veterinary practices and team members from any issues that may arise and may need to be submitted in the case of a lawsuit.

If the appointment schedule is full the receptionist should say which of the following during a phone conversation? A. Sorry Mrs. Jones, we are unable to see you today, can I schedule you an appointment for the next week? B. You are welcome to drop off fluffy with us today, or come in as a walk-in, because we do not have ant appointments available, but we would be glad to work you in. C. We have had several emergencies and walk-ins already today. Can Bella wait to be seen until tomorrow? D. Mrs. Smith, you can come in as a walk-in but you will have a very long wait, we are extremely busy today.

B. You are welcome to drop off fluffy with us today or come in as a walk-in because we do not have any appointments available, but we would be glad to work you in.

Why should invoices be reviewed with clients, not just given to them?

Clients must understand what they are paying for, and perceive the value of the service. Invoices presented without explanation gives clients a sense of sticker shoot.

How many components does the human voice contain? A. 2. B. 6. C. 4. D. 3.

D. 4.

How can a phone shopper be turned into a client?

Services should be detailed to phone shoppers over the phone, they must understand the value of the service. At the end of the conversation, the receptionist should ask when an appointment can be made, or let the shopper know when the next available appointment is.