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Quiz Questions > Marketing > Flashcards

Marketing Flashcards

1
Q

What are the Four Ps of Marketing?

A. Product, profit, promotion, place

B. Product, price, promotion, place.

C. Product, preparation, price, place.

A

B. Product, price, promotion, place

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2
Q

What is a reasonable beginning goal for number of transaction per year per doctor?

A. 5000

B. 5500

C.7000

A

A. 5000

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3
Q

What Net to New Clients ratio indicates healthy growth of the practice?

A. 6:1

B. 8:1

C. 10.1

A

A. 6:1

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4
Q

1) _________is a proactive process of gathering data about client preferences and activities to better target their services and products to client needs,

A. Customer Experience Management

B. Customer Relation Management

C. Customer Preservation

A

B. Customer Relation Management

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5
Q

The goal should be to retain ____%-____% of clients over a 3 year period.

A. 85%-90%

B. 65%-75%

C. 70%-75%

A

C 70-75%

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6
Q

Each client who presents to the practice should be scheduled for at least one of the 3 follow-up events so that the practice automatically contacts each client in the future.

A. Recall, reappointment, reminder

B. Recall, reminder, recheck

C. Reminder, reappointment, referral

A

A. Recall, reappointment, reminder

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7
Q

Clients retain only ____% of what they hear.

A. 20%

B. 25%

C. 15%

A

A. 20%

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8
Q

The average person needs to hear about a product or service around____times before they purchase it.

A. 10

B. 5

C. 7

A

B. 5

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9
Q

Client reference and education materials should always be branded with the mission of the practice.

A.True

B. False

A

B. False

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10
Q

When it comes to defining your local demographics in order to create a marketing campaign that will be more likely to succeed; what are some of the metrics you may want to quantify?

A

What is the economic environment of your region? What businesses are moving I , scaling down, or moving out?

What is the demand for veterinary service?

What is the competition for the animal care dollar? Consider other veterinary practices, pet stores, farm stores, animal trainers, etc.

What is the median age of the population?

Be aware of market segments in marketing. Segments can be households, personal income, species, breeds, average education. Exit. Breaking down the market into segments can help define the potential in a market and the needs of each segment your potential customer.

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11
Q

What are at least three ways to increase search engine optimization on your website?

A

Keywords: the keywords likely to be chosen by potential clients should be woven into the website and the more often the keywords appear, the higher the SEO.

Internal Hyperlinks: linking other pages within your website strengthens SEO.

Inbound Hyperlinks: other businesses linking to your website increases SEO.

Update webpage content frequently

Increase webpage traffic

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12
Q

When it comes to marketing; what is the key to increasing compliance and retention?

A

A. Communication

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13
Q

Author JD Stowe updated “ The Four Ps of marketing, to what five realistic strategies?

A
  1. Emotion-clients want comfort. Comfort is our core products, our remaining services are part of the expected package.
  2. Value-practices can compete on price or quality. The target market for each is specific to that strategy with little overlap.
  3. Virtual-technologies are ever changing and creating new normals for practice.
  4. Excel-create N extraordinary experience for every client with every visit.
  5. Experience- clients want to be treated well and the practice creates the experience.
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14
Q

According to JD Stowe, how we tell people. What we promise to give them each and every time they visit our practice is called____.

A

A. Marketing

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15
Q

Social media, open house, community classes and websites are an example of what kind of marketing?

A

A. External

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16
Q

What is the percent of revenue budget for retail marketing according to JD Stowe?

A

1-3%

17
Q

In regards to knowing your retail pricing advantage; the four basic strategies are Value-Added, Unique, volume and____.

A

A. Value-based

18
Q

The sum total of all the ingredients that clients experience as they interact with your practice and your team is called______?

A

A. Customer Experience

19
Q

Who is responsible for customer service?

A

The entire team

20
Q

_____is a pro-active process of gathering data about client preferences and activities to better target products and services relevant to their needs.

A

Customer Relation Management

21
Q

Involve the entire team in mapping the current customer experience every step of the way, then strategize on how to improve that experience, train on the updates until they are automatic, and then perform the process over again as time goes in___is instrumental i. Creating what?

A

Customer service standards

22
Q

List the Six Cs of client Relationship Management.

A
  1. Consistency
  2. compassion
  3. Customer Service
  4. Convenience
  5. Competence
  6. Cost
23
Q

In general a small animal practice will lose____%to ____% of their clients every year.

A

10-15%

24
Q

The goal should be to retain____%to___% of your clients over a 3 year period.

A

70-75%

25
Q

Client acknowledgment, reminders, staff identification, telephone etiquette, professional appearance, clean and pleasant smelling office, and timely replies to client request are all examples of;

A

Internal Marketing

26
Q

List 3 reasons why Client Education is important.

A

1) The person. The exam room may not be the only person who cares for the pet.
2) Quality client education materials reflect a professional and competent team.
3) Written information ensures the same information is being provided to every client, regardless of which doctor or team member is involved in the case, or how hectic the day may be.
4) Patients care and compliance is increased.
5) Giving clients information in writing, and documenting what you gave in the medical record, helps protect the practice from liability in certain situations.

27
Q

In regards to Client Education, what are the three cautions to be aware of?

1) Review all materials regularly for necessary updates
2) it is better to not give materials out than to give out poor copies or reproductions
3) Be aware that different clients will have different learning styles and preferences.

A

See above

28
Q

Which of the elements below are NOT considered a forgotten cost of doing business?

  1. Staff turn-over
  2. Pharmacy
  3. Continuing Education
  4. Credit card merchant fees
A

?

Quiz Questions (7 decks)

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