Chapter 61
How should telephone messages be obtained when dental office is closed?
Answering service and answering machine
Which dental professional is key in marketing a practice because they have first contact with the patient?
Business Assistant
Americans spend more time with their _ than anyone else.
Coworkers
Besides patients of the practice, who would the business assistant correspond with?
Everyone
Which component is included in the salutation of a letter?
Greeting
How are objective fears attained?
by learning fears from past experiences
What piece of equipment allows you to send and receive typed documents?
fax machine
The business telephone should be answered after
first ring
What type of communication describes our body language?
nonverbal
Select a less intimidating term for "drill"
prepare
How could a patient be psychologically influenced by the attitudes of others?
subjective
What is the key to a successful work environment?
teamwork
The ___ is the most important item in a dental office used for public relations.
telephone
Example of an external marketing activity is
website
What percentage of gross revenue should a dental practice invest in marketing?
3%-5%
What percentage of verbal communication is never heard?
90%
The best way to calm irate patient is to
Invest some time. Sometimes a patient's anger is really a cry for help or attention. ... Dial up the empathy. When patients become belligerent, it can be hard to stay calm. ... Keep your cool. ... Mind your body language. ... Physically protect yourself. ... Legally protect yourself. ... Try to end the conversation on a positive note
Which would not be a stress factor for someone working in the dental office?
Job flexibility
Which is a valuable communication tool for dental practice?
Practice newsletter
What nonverbal behavior could signify tension and uneasiness in a dental patient?
Restrained giantGrasping the chair arm Rapid shallow breathing