Which of the following is an example of internal marketing?

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For which of the following callers would it be most appropriate to interrupt the doctor to let him know about the call?

another veterinarian

What information should be given over the telephone to an owner of a cat that is straining in the litter box?

arrange to have the cat brought in and examined by the veterinarian

What is the maximum number of times the phone should be allowed to ring at the clinic before it is answered?

3

What is the maximum amount of time that a client should be left on hold?

30 seconds

About what percent of clients cause 95% of the problems?

5%

What percentage of communication is nonverbal?

60%

What should you do when a client calls to inquire about the condition of a pet?

check with the doctor, look at the animal yourself, then report to the client

Which of the following is an example of external marketing?

community activities

RVT's are responsible for all the following except:

creating a treatment plan

Which employee is responsible for making sure all rooms (exam rooms, front desk, etc.) and surfaces are kept clean and orderly in a clinic?

All of the above

When presenting an estimate to a client, you should do all the following except:

Ask client if they can afford the charges

Good client communication skills require that you do which of the following?

Be skillful in the use of words and observe appropriate body language

Which of the following statements is true?

Practices that make no distinction between veterinary assistants and RVT's may confuse pet owners and are doing a disservice to their employees in not recognizing those with true credentials.

In the veterinary practice, which person is primarily responsible for performing dental cleaning and taking radiographs?

RVT

Under direct supervision, RVT's can to do all of the following except:

Reset a bone prior to cast or splint placement

Which of the following should be done first when answering the clinic telephone?

State the name of the clinic

The DVM is the only person in the veterinary hospital that can:

diagnose

Which employee is responsible for making sure all rooms (exam rooms, front desk, etc.) and surfaces are kept clean and orderly in a clinic?

everyone

Unlicensed assistants (UA's) are allowed to do all of the following except:

handle controlled substances

What provides the veterinary practice with the greatest income?

high quality customer service

Which of the following is the most common reason why a client might leave a practice?

lack of courtesy and politeness

In the veterinary practice, which person is primarily responsible for scheduling the staff?

office manager

Which of the following is an example of internal marketing?

practice appearance

As an RVT you can do all of the following except:

provide a prognosis

What clinic staff person is most likely to create a new client's first impression of a veterinary hospital?

receptionist

When a client calls with an emergency, you should:

remain calm and obtain a brief history

When answering a call, you should always ___________________ while talking to the client.

smile

Who is the most important person in the practice?

the client

What is the primary goal when working with an upset client?

try to find a solution that is acceptable for the hospital and the client

Which of the following is an example of external marketing?

yelllow pages ad

Which of the following statements is most true?

The smell/odors of practice can have an important impact on the client's perception of the practice's quality.


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