VETT119 Exam Study Guide For BIZ

Placing personal phone calls from a work telephone should be done under which of the following circumstances? A. During emergencies B. Before the clinic opens C. During the lunch break D. Whenever business is slow E. After the clinic closes

A. During emergencies

Which does NOT reflect how a lack of MVV's can negatively affect the practice? A. Employees are not encouraged to pursue continuing education. B. Owners operate without a clearly defined path for success. C. Managers struggle to implement policies and procedures. D. Team members lack the direction needed to meet desired goals.

A. Employees are not encouraged to pursue continuing education.

Interpreting correct nutritional instructions, feeding correct diet, and withholding food from a pre-op patient describe the primary duties of which member of the veterinary health care team? A. Veterinary assistant B. Veterinary technician C. Groomer D. Kennel assistant

D. Kennel assistant

Which of the following is the ultimate goal of the receptionist team? A. Offering exceptional customer service B. Supporting client and patient care through effective communications C. Ensuring that accurate invoices are delivered to clients D. Collecting payment from clients E. Keeping the waiting area clean and safe for clients and animals

A. Offering exceptional customer service

A long-time client of a veterinary practice enters the reception area with a pet. Which of the following is the best way for the receptionist to acknowledge their entrance to the clinic? A. "Hello, Mrs. Jones. Hi, Jessie. I'll be with you momentarily." B. "Please sign your name on the registration sheet." C. "What health problem brings the dog to the clinic today?" D. "Did you see the special on dogs last night on the television?"

A. "Hello, Mrs. Jones. Hi, Jessie. I'll be with you momentarily."

A kennel assistant announces that she is pregnant. The hospital administrator is concerned that some of the assistant's duties, such as lifting large dogs or being exposed to sick animals, may harm the assistant or her baby. He wants to restrict the assistant's job duties. The assistant insists that she is fine and does not want her duties to be restricted. Which of the following is the most appropriate course of action for the hospital administrator to take? A. Ask the assistant to sign a waiver stating that the dangers have been explained to her and she has chosen to do her duties as before. B. Ask the assistant to read a hospital-administered warning about the dangers of doing her duties while pregnant. C. Restrict the assistant's duties. D. Ask the assistant to take maternity leave for the remainder of her pregnancy.

A. Ask the assistant to sign a waiver stating that the dangers have been explained to her and she has chosen to do her duties as before.

Of the following, which best defines the ultimate goal of every veterinary practice? A. Excellent health care to sick animals, outstanding customer service to clients, and a safe place to work B. Excellent health care to sick animals, a profitable business for the owners, and a way to give jobs to community residents C. Excellent health care to sick animals, outstanding customer service to clients, and a profitable business for the owners D. Outstanding customer service to clients and a way to give jobs to community residents E. A profitable business for the owners and a way to give safe and secure jobs to community residents

A. Excellent health care to sick animals, outstanding customer service to clients, and a safe place to work

Which of the following best describes the skills needed to be a good animal groomer? A. Have patience and flexibility, exceptional customer service skills, and awareness of the signs of skin and zoonotic diseases. B. Calculate the dosage of drugs and develop safety protocols. C. Educate clients on animal care, interpret medical records, and maintain an effective appointment system. D. Understand nutrition and proper diet allocations for each animal breed.

A. Have patience and flexibility, exceptional customer service skills, and awareness of the signs of skin and zoonotic diseases.

Which of the following are two key ingredients to effective teamwork within a veterinary practice? A. Honest communication and respect B. Fair pay scale and written job descriptions C. Clearly stated hierarchies and respect for educational achievements D. Reward system for individual initiative and resourcefulness

A. Honest communication and respect

Which of the following is an outcome of a "WOW!" service experience? A. Increased client compliance B. A more thorough understanding of pet care C. An increase in regular check-up appointments D. Increased payments made at the time of service

A. Increased client compliance

Positive practice cultures promote which of the following EXCEPT? A. Increased turnover rates B. Open communications C. Independence D. Accountability

A. Increased turnover rates

Which of the following is true regarding direct supervision? A. It is mandated state-by-state. B. It applies only to veterinary assistants. C. A licensed veterinarian observes a veterinary technical perform his or her duties. D. Duties are set by the VTNE.

A. It is mandated state-by-state.

Interpreting correct nutritional instructions, feeding correct diet, and withholding food from a pre-op patient describe the primary duties of which member of the veterinary health care team? A. Kennel assistant B. Veterinary technician C. Groomer D. Veterinary assistant

A. Kennel assistant

An independent groomer has worked for a veterinary practice 2 hours per month. By the end of the year, the practice has paid $1,200 in groomer's fees. Which of the following tax-reporting forms must be issued to the groomer? A. MISC-1099 B. W-2 C. W-4 D. I-9 E. No tax form; the groomer's pay did not meet the minimum amount required for reporting

A. MISC-1099

Which of the following best describes students working at a veterinary practice? A. Many students must complete an externship for a program in which they are enrolled. B. Students must observe clinic duties only and cannot participate in any of them. C. Students must be paid for their work in a clinic. D. Students who are paid for their work at a clinic cannot use that work to earn grades. E. Students cannot be paid for their work in a clinic.

A. Many students must complete an externship for a program in which they are enrolled.

Which of the following types of common veterinary forms is most likely to summarize a patient's health status? A. Master list/master sheet B. Medical record C. Consent form D. Health certificate

A. Master list/master sheet

Which of the following best describes end-of-the-day reconciliation? A. Matching and comparing figures from a transaction totals sheet with the actual receipts and funds accepted as payment B. Matching and comparing figures from a bank statement with the transaction totals sheet from the day C. Determining how many patients were seen that day and the total payments collected D. Determining how many credit card payments were accepted that day E. Matching and comparing receipts for products sold with the number of patients seen that day

A. Matching and comparing figures from a transaction totals sheet with the actual receipts and funds accepted as payment

A 5-year-old stallion is evaluated in a stall because of a 6-hour history of rolling on the ground and periodically kicking at his abdomen. Which of the following is the most appropriate next step? A. Nasogastric intubation B. Initiation of vitamin C therapy C. Initiation of antibiotics D. Administration of antitussives

A. Nasogastric intubation

A fully credentialed veterinary technician is required to have which of the following? A. Passing grade on an examination given by a state and the Veterinary Technician National Examination Committee B. Extensive hands-on experience as a veterinary assistant C. Diploma from a 4-year American Veterinary Medical Association-accredited veterinary technology program D. Letter of acceptance into a veterinary medical school

A. Passing grade on an examination given by a state and the Veterinary Technician National Examination Committee

Which of the following is produced when ethylenediamine tetraacetic acid (EDTA) is added to a blood sample in a lavender-topped tube and centrifuged? A. Plasma B. Serum C. Electrolytes D. Cytology smears E. White blood cells

A. Plasma

A 9-year-old neutered male mixed-breed dog is brought for evaluation because of a 4-day history of constipation and anxiety. While the dog is being restrained for physical examination, the dog's mucous membranes turn cyanotic. Which of the following is the most appropriate next step? A. Release the restraints. B. Tighten the restraints. C. Sedate the dog. D. Stop the examination and tell the client the dog cannot be evaluated.

A. Release the restraints.

Triage is best defined as prioritizing patients based on which of the following? A. Severity of their conditions B. Clients' ability to pay for services C. First-come, first-served priority D. The length of time a client has been a customer of the clinic

A. Severity of their conditions

Which of the following types of checks must be signed in front of the recipient, and the signature must match the identification and the previous signature on the face of the check? A. Traveler's checks B. Third-party checks C. Cashier's checks D. Personal checks

A. Traveler's checks

A veterinary technician is planning to travel out of state to attend a two day conference. The practice's employee manual clearly states that workers who will be out of the office must find someone to cover their shifts. The technician is unable to find shift coverage but goes on the trip anyway, saying that his travel plans have already been booked. During those two days, the practice is understaffed and inefficient, and clients are annoyed. The technician is normally a stellar employee. Which of the following is the most appropriate course of action for the practice manager? A. When the technician returns to work, schedule a private conversation to explain how the practice was affected during those two days, and provide a verbal warning. B. Confront the technician in front of the staff so they see the technician has been reprimanded. C. Call the technician at the hotel and tell them to come back to work. D. Write up the technician and place the complaint in the personnel file. E. Do nothing; the technician tried to find a replacement and could not do so.

A. When the technician returns to work, schedule a private conversation to explain how the practice was affected during those two days, and provide a verbal warning.

A practice manager is checking references on a potentially new employee. Which of the following is the most appropriate question to ask? A. Would you rehire this person if you could? B. Was he/she an exceptional or problem employee? C. Is there a reason that you think we should not hire this person? D. What type of staff problems did this person create?

A. Would you rehire this person if you could?

All of the following are roles of a meeting facilitator, EXCEPT: A. allowing negativity to overcome discussion. B. controlling agenda topics. C. keeping meeting on schedule. D. allowing team members to ask questions.

A. allowing negativity to overcome discussion.

Job descriptions, employee benefits, code of conduct, training procedures, non-compete agreements, and employment termination procedures should be outlined in which of the following documents? A. Job application B. Safety procedure manual C. Employee manual D. Performance review documentation

C. Employee manual

How many levels are there in Maslow's Hierarchy of Needs? A. Six B. Eleven C. Five D. Twelve

C. Five

A receptionist is paid $13.25 per hour, works 37.5 hours per week, and is paid every other weekend. Which of the following constitutes the receptionist's gross pay per pay period? A. $1,012.50 B. $993.75 C. $975.00 D. $927.50 E. $918.75

B. $993.75

A new phone system has been installed, and the receptionist now has an assistant to handle the increased call volume. As a result, the receptionist has developed a new standard for routing calls and answering client needs. Which critical competency has the receptionist demonstrated? A. Compliance B. Adaptability C. Integrity D. Resourcefulness

B. Adaptability

A new phone system has been installed, and the receptionist now has an assistant to handle the increased call volume. As a result, the receptionist has developed a new standard for routing calls and answering client needs. Which critical competency has the receptionist demonstrated? A. Compliance B. Adaptability C. Resourcefulness D. Integrity

B. Adaptability

A valued employee has resigned, and the practice manager is interested in learning why the employee has chosen to leave the team. Before the last day of employment, which of the following should be administered? A. A review of the employee's personnel file with the practice manager B. An exit interview with the employee C. Termination proceedings D. A team meeting with the employee included

B. An exit interview with the employee

Which of the following is a fomite? A. A cleaning protocol B. An infected food bowl C. The type of chemical used to prevent cross-contamination between animals D. An infection caused by animals sharing the same infected toy

B. An infected food bowl

Which of the following types of common forms used in veterinary medicine is most likely to outline risks of treatment, available alternatives, and usual prognoses? A. Medical record B. Consent form C. Health certificate D. Master sheet/master list

B. Consent form

How many levels are there in Maslow's Hierarchy of Needs? A. Twelve B. Eleven C. Five D. Six

C. Five

In The Leadership Challenge, founded by Kouzes and Posner, which is NOT a component of great leadership? A. Enables and empowers collaboration among team members. B. Facilitates a successful marketing strategy for the practice. C. Challenges the status quo, which leads to innovation when changes needed. D. Encourages team members through recognition and accomplishments.

B. Facilitates a successful marketing strategy for the practice.

Final business decisions such as purchasing, hiring staff, and setting budgets are most likely to be the responsibility of which of the following team member? A. Practice manager B. Hospital administrator C. Office manager D. Veterinarian

B. Hospital administrator

Employee Development incudes which of the following EXCEPT? A. Building team retention B. Increasing salaries C. Individual well-being D. Motivation

B. Increasing salaries

Which is not a way for team members to help take the veterinary hospital to the next level? A. Continuing education B. Instituting a salary freeze to reduce expenses C. Ongoing skills training D. Self-development of team members

B. Instituting a salary freeze to reduce expenses

A fully credentialed veterinary technician is required to have which of the following? A. Diploma from a 4-year American Veterinary Medical Association-accredited veterinary technology program B. Passing grade on an examination given by a state and the Veterinary Technician National Examination Committee C. Extensive hands-on experience as a veterinary assistant D Letter of acceptance into a veterinary medical school

B. Passing grade on an examination given by a state and the Veterinary Technician National Examination Committee

An advertising sales representative from a local newspaper calls the veterinary clinic to ask if the clinic wants to promote its services via an advertisement. Which of the following team member is most likely to be authorized to purchase the advertisement space? A. Receptionist B. Practice manager C. Veterinary assistant D. Veterinary technician E. Veterinarian

B. Practice manager

Which of the following team member is most likely to be primarily responsible for handling client and personnel issues? A. Veterinarian B. Practice manager C. Hospital administrator D. Office manager E. Veterinary technologist

B. Practice manager

Triage is best defined as prioritizing patients based on which of the following? A. Clients' ability to pay for services B. Severity of their conditions C. The length of time a client has been a customer of the clinic D. First-come, first-served priority

B. Severity of their conditions

Which of the following is the most appropriate way to discuss a lengthy and complex bill with a client? A. Give the invoice to the client, instruct the client to take it home to examine it, and then call the clinic back with a credit card number for payment. B. Show the invoice to the client and go through it line by line; ask for and answer any questions, then ask for payment. C. Tell the client the invoice total and ask for payment. D. Give the invoice to the client, instruct the client to take a seat to look it over, and then come back to the desk with payment.

B. Show the invoice to the client and go through it line by line; ask for and answer any questions, then ask for payment.

What does the "S" in the SMART system stand for? A. Support B. Specific C. Success D. Solid

B. Specific

The office manager walks into the kennel area, finds it empty of personnel, and observes an animal in a dirty cage. Which of the following team member is responsible for cleaning the dirty cage at this point? A. The veterinary technologist B. The office manager C. The veterinary assistant D. The groomer

B. The office manager

Which of the following best describes when a business is most likely to use petty cash? A. To give change to clients B. To purchase items when a check is not available C. To pay for incoming COD shipments D. To meet payroll E. To purchase medications from a vendor to resell to clients

B. To purchase items when a check is not available

The following statements have been offered by the staff as possible mission statements for the practice. Which of the following is a good example of a mission statement? A. We provide exceptional service for you and your pet. B. We offer expert animal health and exceptional customer service every day by being proactive and empathetic. C. Your pet's health is our only concern. D. Our clients and their pets agree: if you want great care, come to us. We know your needs and will fulfill them.

B. We offer expert animal health and exceptional customer service every day by being proactive and empathetic.

The ability to understand the "big picture" by considering how all the roles within a practice work together, determining when and how change is needed, and assessing how best to solve problems in a positive manner is known as: A. human skill. B. conceptual skill. C. technical skill. D. management skill.

B. conceptual skill.

A motivating leader does what to provide a path for team members to be successful? A. Eliminates unnecessary meetings to save time. B. Asks all team members to do every role in the clinic. C. Generates enthusiasm and excitement. D. Expects team members to be self-sufficient.

C. Generates enthusiasm and excitement.

Why do some managers fear delegating tasks? A. They believe others will not complete tasks correctly. B. They are afraid team members will make mistakes. C. All of the above. D. They believe delegating will be perceived as failure.

C. All of the above.

A client is at the reception desk complaining loudly about the services the clinic provided to the family dog. Which of the following is the most appropriate course of action for the receptionist? A. Stay at the front desk with the client and discuss the matter. B. Stay at the front desk, but refuse to discuss the matter until the client is calm. C. Ask the client to step into an examination room to speak with the office manager or someone else who can help her. D. Call security personnel or local law enforcement.

C. Ask the client to step into an examination room to speak with the office manager or someone else who can help her.

A client is at the reception desk complaining loudly about the services the clinic provided to the family dog. Which of the following is the most appropriate course of action for the receptionist? A. Stay at the front desk, but refuse to discuss the matter until the client is calm. B. Stay at the front desk with the client and discuss the matter. C. Ask the client to step into an examination room to speak with the office manager or someone else who can help her. D. Call security personnel or local law enforcement.

C. Ask the client to step into an examination room to speak with the office manager or someone else who can help her.

A receptionist is at the front line of a veterinary practice, which means that this team member is most likely to be responsible for which of the following important duties? A. Understand and teach the significance of diseases. B. Manage accounts receivable and collections. C. Greet clients and interpret medical records. D. Develop client coping strategies.

C. Greet clients and interpret medical records.

Which of the following is an outcome of a "WOW!" service experience? A. An increase in regular check-up appointments B. A more thorough understanding of pet care C. Increased client compliance D. Increased payments made at the time of service

C. Increased client compliance

Which of the following methods would the receptionist use to ensure the safety of clients and patients in the reception area? A. Provide separate reception areas for well and ill pets. B. Provide signage advising animal restraint policies. C. Make sure every dog is on a leash and every cat in a carrier. D. Place every client and pet in an exam room when they arrive.

C. Make sure every dog is on a leash and every cat in a carrier.

Which of the following defines MVV's? A. Motivation, Volume, and Vision B. Momentum, Velocity, and Volume C. Mission, Vision, and Values D. Motivation, Value, and Volume

C. Mission, Vision, and Values

After explaining a patient's at-home aftercare, a client appears confused and has questions. One way to provide excellent customer service and prevent information overload is which of the following methods? A. Repeat the instructions very slowly. B. Ask if there is someone at home who may understand better. C. Offer a preprinted client handout detailing the instructions. D. Provide a web address for a site on pet care.

C. Offer a preprinted client handout detailing the instructions.

Which of the following is the ultimate goal of the receptionist team? A. Ensuring that accurate invoices are delivered to clients B. Keeping the waiting area clean and safe for clients and animals C. Offering exceptional customer service D. Collecting payment from clients E. Supporting client and patient care through effective communications

C. Offering exceptional customer service

A client comes to the clinic angry about a bill he has received. Which of the following team member is most likely to be called upon to handle this client? A. Veterinarian B. Veterinary technician C. Office manager D. Veterinary assistant E. Receptionist

C. Office manager

A 9-year-old neutered male domestic short-haired cat is brought for evaluation because of a 3-day history of red, itchy eyes and a discharge from the left ear. During physical examination, the cat scratches the veterinary technician. Which of the following is the most appropriate next step? A. Tighten the restraints on the cat. B. Sedate the cat. C. Put the patient in a cat bag, keeping the head out, and finish the examination. D. Stop the examination and tell the client the cat cannot be evaluated. E. Take no remedial steps; continue with the examination as planned

C. Put the patient in a cat bag, keeping the head out, and finish the examination.

A 7-month-old male dog is evaluated because of a 1-month history of progressive lameness of the right forelimb. Gait analysis shows that the dog's right elbow deviates laterally and range of motion is restricted. The veterinarian wants to look at the bone structure of the animal's forelimbs. Which of the following diagnostic studies is most appropriate? A. Ultrasonography B. Fluoroscopy C. Radiography D. Electrocardiography E. CT scanning

C. Radiography

A sample being sent to a lab for a CBD has been delayed because of a problem with the lab's courier and the sample will not be picked up until the following day. Which of the following actions would be the best to take? A. Freeze the sample. B. Place the sample in the refrigerator until the following day. C. Search for another laboratory in the area that can pick up the sample as soon as possible. D. Discard the sample; contact the client to reschedule a blood re-draw at no charge.

C. Search for another laboratory in the area that can pick up the sample as soon as possible.

What does the "S" in the SMART system stand for? A. Success B. Support C. Specific D. Solid

C. Specific

A veterinary hospital has a kennel that it uses to house both patients recovering from surgery and healthy animals being boarded temporarily. The facility is cleaned thoroughly every day. Blankets are changed daily and washed in hot water with a dilute bleach solution. Medications are administered when needed. The animals are given exercise and attention during their stays and bathed before discharge. A client brings a pet back for evaluation after recent boarding. The veterinarian determines that the dog has contracted a pathogen that is relatively common after canine surgery, although the dog has not had surgery. Which of the following kennel management processes is most appropriate to change? A. Wash blankets multiple times daily with the bleach solution. B. Animals should be given exercise only when they are anxious and hyperactive. C. Surgical patients should be separated from boarding animals. D. Stop bathing the dogs before dismissal.

C. Surgical patients should be separated from boarding animals.

A client has tripped and fallen over a torn rug in the reception area. The receptionist immediately helps the client recover from the fall and ascertains that medical attention is not required. Once the client leaves the premises, which of the following is the most appropriate next step for the receptionist team? A. Ask the doctor who treated the client for his/her account of what might have caused the client to fall. B. Call the liability insurer first and ask what should be done. C. Take pictures of the torn rug and ask team members who witnessed the event to write down what they saw immediately. D. Call the liability insurer and ask clients who witnessed the event to write down what they saw immediately.

C. Take pictures of the torn rug and ask team members who witnessed the event to write down what they saw immediately.

Animal abuse is suspected involving a new client and patient. What action should be taken? A. None. Without witnessing the abuse, it cannot be reported. B. A firm conversation with the client should be immediately taken, indicating if future abuse is observed the authorities will be contacted. C. The appropriate authorities should be contacted. D. The suspected incident should be noted in the patient's record, but no action has to be taken.

C. The appropriate authorities should be contacted.

A potentially new client calls the clinic seeking an appointment for a golden retriever dog. During the conversation, it was revealed that last year the dog was diagnosed with diabetes mellitus by the previous veterinarian. The potential client has recently moved from another state and is requesting a prescription refill for the dog. Which of the following team member should see client and pet? A. Veterinary technologist B. Veterinary technician C. Veterinarian D. Office manager

C. Veterinarian

Known communication barriers include all of the following EXCEPT: A. resistance to change or new ideas. B. impatience. C. enhanced listening skills. D. preoccupation.

C. enhanced listening skills.

Three categories of Maslow's Hierarchy of Needs include all of the following EXCEPT: A. psychological well-being. B. physiological needs. C. satisfaction. D. self-fulfillment.

C. satisfaction.

All of the following are methods that team members can help take the veterinary hospital to the next level EXCEPT: A. ongoing skills training. B. attend continuing education. C. take vacation. D. self-development of team members.

C. take vacation.

Travel sheets can help alleviate missed charges by all of the following examples, EXCEPT: A. they travel with the patient record and team members are responsible for identifying charges. B. they can list the most common procedures charged, serving as a reminder for team members what to charge for. C. travel sheets don't help alleviate missed charges. D. travel sheets can list products the practice carries, and team members can simply circle a charge.

C. travel sheets don't help alleviate missed charges.

For how many years must credit card slips and checks that were deposited through an automatic check machine be stored in a safe and locked place? A. 5 B. 3 C. 1 D. 7

D. 7

Effective Leadership is shown through which of the following? A. Acting as a mediator in all conflict resolutions B. Strong disciplinary skills C. Establishing a very clear hierarchy of power D. Character, behavior, and actions

D. Character, behavior, and actions

Many of today's veterinary clients consult websites for information about their animals' health. Which of the following is the most appropriate response that veterinary team members should give to clients who wish to discuss Internet-sourced information? A. Assure clients that Internet-sourced information is always reliable and accurate. B. Tell clients that Internet-sourced information is rarely reliable or accurate. C. Give clients permission to use the Internet-sourced information in place of data given by clinic staff members. D. Clearly state that Internet-sourced information can be supplemental to data given by clinic staff members.

D. Clearly state that Internet-sourced information can be supplemental to data given by clinic staff members.

The receptionist will ask new clients to complete forms upon arrival for the first time at a clinic. Which of the following must the receptionist be sure that the client completes on the medical record? A. Animal's species and age only B. Animal's age and gender only C. Client's contact information only D. Contact information for the client, specifics about the animal, and the client's signature stating that he/she will pay for charges E. Client's signature stating that he/she will pay for charges

D. Contact information for the client, specifics about the animal, and the client's signature stating that he/she will pay for charges

Which of the following best describes the CareCredit card? A. Credit card used to pay for pet insurance premiums B. Pet insurance card used to pay for veterinary services C. Insurance card used to pay for veterinary prescription co-payments D. Credit card used for financing veterinary services

D. Credit card used for financing veterinary services

Which of the following should never be shipped to a diagnostic laboratory in the same package as a formalin-containing sample? A. Blood B. Plasma C. Histopathologic samples D. Cytologic samples

D. Cytologic samples

It is most appropriate for a veterinary assistant to excel at which of the following aspects of the veterinary practice? A. Calculation of drug dosages B. Animal skin care C. Accounts receivable and accounts payable D. Disease prevention and animal nutrition

D. Disease prevention and animal nutrition

Cross-training team members to aid the receptionist team is most likely to ensure which of the following? A. Collegiality of the team B. Ability of team members to be promoted C. Greater profit for the practice D. Efficiency of the practice during busy times

D. Efficiency of the practice during busy times

The roles and duties of veterinary team members are most likely to be fully outlined in which of the following? A. Annual management reviews B. Staff directory C. Clinic's promotional website D. Employee manuals

D. Employee manuals

In The Leadership Challenge, founded by Kouzes and Posner, which is NOT a component of great leadership? A. Challenges the status quo, which leads to innovation when changes needed. B. Enables and empowers collaboration among team members. C. Encourages team members through recognition and accomplishments. D. Facilitates a successful marketing strategy for the practice.

D. Facilitates a successful marketing strategy for the practice.

Negative practice cultures often lead to which of the following ways EXCEPT? A. Lack of productivity B. High turnover rates C. Loss of clients D. Increased problem solving skills

D. Increased problem solving skills

Employee Development incudes which of the following EXCEPT? A. Building team retention B. Motivation C. Individual well-being D. Increasing salaries

D. Increasing salaries

Which of the following best describes end-of-the-day reconciliation? A. Matching and comparing receipts for products sold with the number of patients seen that day B. Matching and comparing figures from a bank statement with the transaction totals sheet from the day C. Determining how many credit card payments were accepted that day D. Matching and comparing figures from a transaction totals sheet with the actual receipts and funds accepted as payment E. Determining how many patients were seen that day and the total payments collected

D. Matching and comparing figures from a transaction totals sheet with the actual receipts and funds accepted as payment

Many countries require that animals being imported be vaccinated against which of the following viruses? A. Coronavirus B. Avian influenza virus C. Vesiculovirus D. Rabies E. Papillomavirus

D. Rabies

Which of the following is produced after centrifugation of a blood sample from a red-topped tube? A. Plasma B. Cytology smears C. Electrolytes D. Serum

D. Serum

Which of the following is the most appropriate way to discuss a lengthy and complex bill with a client? A. Give the invoice to the client, instruct the client to take a seat to look it over, and then come back to the desk with payment. B. Give the invoice to the client, instruct the client to take it home to examine it, and then call the clinic back with a credit card number for payment. C. Tell the client the invoice total and ask for payment. D. Show the invoice to the client and go through it line by line; ask for and answer any questions, then ask for payment.

D. Show the invoice to the client and go through it line by line; ask for and answer any questions, then ask for payment.

A client has been told by the veterinarian that her dog's health has declined to the point that euthanasia is recommended. Which of the following is the most appropriate demeanor for the clinic staff to adopt while the euthanasia is being performed and the client is on the premises? A. Clients in the reception area should be informed so that they can be as comforting as possible as the client leaves. B. No change in demeanor is necessary because euthanasia is a normal procedure in veterinary clinics. C. Staff members should try to lighten the client's mood by being jovial. D. Staff members should be as quiet as possible out of respect for the grieving client. Signage should be placed alerting team members of an euthanasia.

D. Staff members should be as quiet as possible out of respect for the grieving client. Signage should be placed alerting team members of an euthanasia.

When choosing a diagnostic laboratory, which of the following is the most appropriate initial consideration? A. Cost B. Turnaround time from submission to report C. Relationship with the laboratory's owner or manager D. That it offers the services and tests needed

D. That it offers the services and tests needed

Animal abuse is suspected involving a new client and patient. What action should be taken? A. The suspected incident should be noted in the patient's record, but no action has to be taken. B. None. Without witnessing the abuse, it cannot be reported. C. A firm conversation with the client should be immediately taken, indicating if future abuse is observed the authorities will be contacted. D. The appropriate authorities should be contacted.

D. The appropriate authorities should be contacted.

A potentially new client calls the clinic seeking an appointment for a golden retriever dog. During the conversation, it was revealed that last year the dog was diagnosed with diabetes mellitus by the previous veterinarian. The potential client has recently moved from another state and is requesting a prescription refill for the dog. Which of the following team member should see client and pet? A. Veterinary technologist B. Veterinary technician C. Office manager D. Veterinarian

D. Veterinarian

The ability to identify, assess, and control one's emotions is known as: A. leveraging. B. Maslow's Hierarchy of Needs. C. leadership. D. emotional intelligence.

D. emotional intelligence.

The ability to comprehend processes, procedures, and equipment knowledge is known as: A. human skill. B. management skill. C. conceptual skill. D. technical skill.

D. technical skill.

A receptionist is paid $13.25 per hour, normally works 37.5 hours per week, and is paid bi-monthly. For the past 2 weeks, the receptionist has covered a vacationing colleague's shift and has worked 42 hours each week. Which of the following constitutes the receptionist's gross pay for that pay period? A. $1,060 B. $1,115.25 C. $1,125.50 D. $1,129.75 E. $1,139.50

E. $1,139.50

Which of the following is an appropriate way to distribute received mail? A. Statements and invoices go to the veterinarian. B. Journals go to the staff lounge. C. Advertisements should be thrown away. D. Continuing education brochures should go to the office manager. E. Mail is distributed to whomever the mail is addressed.

E. Mail is distributed to whomever the mail is addressed.

Which of the following best describes students working at a veterinary practice? A. Students must be paid for their work in a clinic. B. Students must observe clinic duties only and cannot participate in any of them. C. Students who are paid for their work at a clinic cannot use that work to earn grades. D. Students cannot be paid for their work in a clinic. E. Many students must complete an externship for a program in which they are enrolled.

E. Many students must complete an externship for a program in which they are enrolled.

Many countries require that animals being imported be vaccinated against which of the following viruses? A. Papillomavirus B. Coronavirus C. Avian influenza virus D. Vesiculovirus E. Rabies

E. Rabies

The Civil Rights Act, Title VII, prohibits which of the following? A. Racial discrimination in hiring practices B. Racial discrimination in job promotions C. Gender discrimination in hiring practice D. Gender discrimination in job promotions E. Wage discrimination based on race F. Wage discrimination based on gender

F. Wage discrimination based on gender