Which of the following is an example of internal marketing?
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.
