Practice Test A (11.19.2022)

Question 1

How frequently should staff meetings be held?
A. Whenever there is a problem to address
B. Weekly as time permits
C. Once a month for general interest meetings
D. On a regular basis

Answer 1

Staff meetings should be held regularly, approximately once a month or once a quarter, depending on hospital size.
Larger hospitals tend to have more departmental meetings than general interest meetings.
Reference: Practice made Perfect: A Guide to Veterinary Practice Management (second edition), Marsha Heinke,
DVM, EA, CPA, CVPM, page 422 and page 87

Question 2

What is another name for the Hazard Chemical Standard (HCS)?
A. Material Data Safety Standard
B. Right To Know law
C. Chemical Safety Standard
D. Hazardous Chemical Safety Plan

Answer 2

The Hazard Chemical Standard or the Right To Know law is a regulation designed to ensure that workers exposed to
chemicals are adequately informed of the dangers of their jobs and what precautions they must take to protect
themselves prior to exposure.
Reference: The Complete Practice Regulatory Compliance Manual, Philip J. Seibert, Jr., CVT pages 53 - 54.

Question 3

Which process accurately describes how employee payroll taxes are paid?
A. Taxes are paid once a year by April 15.
B. Payroll taxes are paid to the accountant or payroll service.
C. Taxes are paid through a federal tax deposit system on a semi-annual basis.
D. Payroll taxes are paid to the IRS through a federal tax deposit system.

Answer 3

Employee income taxes, as well as the employee and employer portions of FICA, are paid to the IRS through a federal
tax deposit (FTD) system.
Reference: Front Office Management of the Veterinary Practice, Heather Prendergast, CVPM, page 127

Question 4

When it comes to the decision to offer retail goods as a revenue center, the decision will depend entirely
on three key characteristics of the practice. Those characteristics are Image, Space, and what else?
A. Budget
B. Vision
C. Brand
D. Market Segmentation

Answer 4

Vision
Reference: The Effective Marketing Manual, Attracting, Creating, and Retaining Loyal Clients, JD Stowe, DVM, page
177

Question 5

The ideas of authoritarian and democratic leadership styles have been explained in Theory X and
Theory Y. Theory X assumes that people prefer to be directed, are not interested in assuming
responsibility, and are motivated primarily by money, benefits, and threat of punishment.
A. True
B. False

Answer 5

True
Theory Y believes employees can be self-directed and creative at work if they are properly supported and motivated.
So Theory X believes employees want to be directed and Theory Y believes employees can be self-directed.
Reference: Practice Made Perfect: A Complete Guide to Veterinary Practice Management (second edition), Marsha
Heinke DVM, EA, CPA, CVPM, pages 71 - 72.

Question 6

The Pregnancy Discrimination Act makes it clear that discrimination on the basis of pregnancy,
childbirth, or related medical conditions constitutes unlawful sex discrimination under the Civil Rights
Act. However, an employer may take the welfare of a fetus into account when deciding to permit a
pregnant employee to remain on the job or perform specific job functions.
A. True
B. False

Answer 6

The Pregnancy Discrimination Act of 1978 makes it clear that discrimination on the basis of pregnancy, childbirth, or
related medical conditions constitutes unlawful sex discrimination under the Civil Rights Act. The basic principle of the
act is that women affected by pregnancy and related conditions must be treated the same as other applicants and
employees, on the basis of their ability or inability to work…
An employer may not take fetal welfare into account when deciding whether to permit a pregnant employee to remain
on the job (but the pregnant employee should be advised of any workplace hazards that could affect her pregnancy).
Reference: Practice made Perfect: A Guide to Veterinary Practice Management (second edition), Marsha Heinke,
DVM, EA, CPA, CVPM, page 182

Question 7

Radiography, Dentistry, and Laboratory Diagnostics are all example of:
A. Active Income
B.Passive Income

Answer 7

Active income is described as that income generated directly by the veterinarian. Passive income is that which can be
generated by a veterinary practice without the direct involvement of the veterinarian.
Reference: The Effective Marketing Manual, Attracting, Creating, and Retaining Loyal Clients, JD Stowe, DVM, pages.

Question 8

What is customer experience management (CEM)?
A. A process of creating an experience that is positive and memorable
B. A plan for reputation management in the marketing strategy
C. A process of gathering data about client preferences
D. A planned survey process for client satisfaction

Answer 8

Customer experience management (CEM) is a proactive process of creating an experience that is positive and
memorable. Customer relation management is a proactive process of gathering data about client preferences and
activities to better target products and services relevant to their needs.
Reference: The Effective Marketing Manual - Attracting, Creating and Retaining Loyal Customers, J.D. Stowe, DVM, p.143

Question 9

Sending a copy of a pet’s lab results to the owner provides which benefit?
Thorough treatment protocols
B. External marketing
C. Internal marketing
D. Documentation beyond the patient record

Answer 9

Mailing pet owners a copy of their pet’s lab work results is a form of internal marketing.
Reference: Front Office Management of the Veterinary Practice, Heather Prendergast, CVPM, page 208

Question 10

DEA Form 106 is used for which inventory purpose?
A. To report theft or loss of controlled substances
To create biennial list of controlled drugs
C. To document inventory that has been surrendered for disposition
D. To apply for a DEA license

Answer 10

A.* To report theft or loss of controlled substances
Registrants are required to notify the Regional Office of the DEA of the theft or significant loss of any controlled
substances upon discovery of such loss or theft. DEA Form 106 is to be filled out at the time such notification takes
place.
Reference: Law & Ethics of the Veterinary Profession, James Wilson, DVM, JD, page 279

Question 11

Which of the following documents should be included in the employee personnel file?
A. I-9 Form
B. FMLA documentation
C. W-4 Form
D. Pay period time records

Answer 11

According to Attorney D. Scott Crook, employers should maintain five essentially separate record keeping systems
related to its employees. These include personnel files, medical record files, equal employment opportunity data, I-9
records, and payroll and benefits data.
Reference: Practice Made Perfect: A Complete Guide to Veterinary Practice Management (second edition), Marsha
Heinke DVM, EA, CPA, CVPM, pages 161-166.

Question 12

What is the maximum number of mass text messages that a practice should send to clients per month to
avoid the messages being considered spam?
A.Two per month
B. Ten per month
C. Five per month
D. Four per month

Answer 12

Possibly one of the most important text messaging rules to follow is to keep mass text messages to a minimum. If the
practice sends more than two text messages per month to clients, the practice is in danger of being considered an
annoying source of spam.
Reference: Practice made Perfect: A Guide to Veterinary Practice Management (second edition), Marsha Heinke,
DVM, EA, CPA, CVPM, page 27

Question 13

Which of the elements below are NOT one of the six steps in budgeting?
A. Combining budgeted revenue and expenses and making adjustments.
B. Comparison of the last three years expense as a percent of gross.
C. Determining the desired results.
D. Normalizing revenue and expense.

Answer 13

The six steps in in budgeting are: 1 - Determining the desired financial results 2 - Analysis of the financial statements 3
- Normalizing the revenue and expenses 4 - Budgeting revenue 5 - Budgeting expenses 6 - Combining budgeted
revenue and expense and making 7 - Adjustments
Reference: Financial Management of the Veterinary Practice, Justin Chamblee, CPA and Max Reiboldt, CPA, pages
99-106.

Question 14

Individual Development Plans are documents created by
A.The employee with input of their managers.
B. The employee’s direct supervisor and the practice manager.
C. The employee for use as a goal setting agreement with management.
D. The employee’s direct supervisor or the practice manager when the employee’s
performance is unacceptable and performance goals must be clarified and timelines for
improvement must be agreed upon.

Answer 14

Individual Development Plans are documents created by employees with the input of their managers and help define
specific goals to which the employee would like to strive for over a set period of time, typically one year.
Reference: Blackwell’s Five Minute Veterinary Practice Management Consult (second edition), Lowell Ackerman, DVM,
DACVD, MBA, MPA, pages 300 - 301.

Question 15

Which focus areas should be included in the written standards of care for the internal hospital image?
A. Merchandising, public restrooms, hallways, and exam rooms
B. Reception area, waiting room, exam rooms, and surgery rooms
C. Merchandising, sterility, cleanliness, and function
D. Waiting room, reception area, public restrooms, and hallways

Answer 15

To maintain the internal hospital image, a complete list of each physical room within the premises should be provided
and a standard set for merchandising, sterility, cleanliness, and function.
Reference: Blackwell’s Five-Minute Veterinary Practice Management Consult, Lowell Ackerman DVM, DACVD, MBA,
MPA, page 64

Question 16

Why is it important for managers of a veterinary practice to strictly enforce practice standards related to
telephone communications?
A. It prevents clients from receiving inaccurate information.
B. It maintains the quality and consistency of customer service.
C. It increases staff efficiency and productivity.
D. It encourages staff to resolve customer service issues creatively.

Answer 16

Managers have a right to expect hospital employees to follow rules and policies developed by the practice owners and
managers to ensure the consistent quality of functional operations. Because a client’s first impressions of the hospital
are so often made in that first phone contact, few management areas are as important as telephone communications.
Reference: Practice made Perfect: A Guide to Veterinary Practice Management (second edition), Marsha Heinke,
DVM, EA, CPA, CVPM, page 217

Question 17

When team members suspect that a co-worker has problems with drugs or alcohol and choose to
become involved in encouraging a lifestyle change, an intervention is the first step. What are the four
steps of drug intervention?
A. Thorough planning, private setting, pre-planned boundaries, specific timeframe.
B. Involve an addiction professional, be specific, create a goal and a results documented
timeline, maintain professional boundaries.
C. Time the intervention for when the addict is not impaired, be specific, state the
consequences, listen.
D. Have more than one supervisor/manager present, have pre-determined scripts to avoid
personal tangents, hold the intervention in a confidential manner and location, have
management seated closest to the doorway.

Answer 17

If a team member suspects an individual has problems with drugs or alcohol, they should get involved. It is the active
involvement by concerned others that begins the process of a lifestyle change. Intervention is the first step.
Professional treatment is the second. Both are necessary steps for addicts to become free from their dependencies.
Reference: Front Office Management for the Veterinary Team (second edition), Heather Prendergast, BS, AS, RVT,
CVPM, page 142

Question 18

When is conducting a background check on an applicant permissible?
A. When the applicant has signed the application for employment
B. When the applicant has given explicit permission
C. When the applicant has submitted an application
D. When the applicant has been hired

Answer 18

Background checks involve matters of public record and the applicant must give his or her permission for the employer
to do this.
Reference: Blackwell’s Five-Minute Veterinary Practice Management Consult, Lowell Ackerman DVM, DACVD, MBA,
MPA, page 242

Question 19

What does the acronym CRAFT represent in relation to compliance process?
A. Compliance=Recommendation+ Agreement+Follow Through
B.=Compliance=Recommendation+Acceptance+Follow Through
C.Compliance=Reassurance+Agreement+Follow Through
D. Compliance=Reassurance+Acceptance+Follow Through

Answer 19

B. Compliance=Recommendation+Acceptance+Follow-Through

Found Blackwell Page 57

Question 20

Which is the most important factor of the 20-factor common law test?
A. The way in which the individual is trained
B. The right to control and direct work
C. The number of clients/patients to which the individual provides services
D. The location in which the work is performed

Answer 20

B. The right to control and direct work

Found Practice Made Perfect page 176.

Question 21

Beginning accounts receivable divided by ending accounts receivable equals average accounts receivable?
A. True
B. False

Answer 21

False
Beginning accounts receivable+ending accounts receivable divided by 2 equals average accounts receivable

Question 22

Which of the statements below is NOT true regarding ionizing radiation exposure monitors?
A. Radiation badges should be stored protected from sunlight and not be worn outside unless taking radiographs out in the field
B. Regardless of equipment or number of X-rays taken, it is recommended to exchange radiation badges monthly for the best accuracy.
C. Staff members must be informed of their exposure measurements at least annually
D. When only one device is worn it should be worn outside the apron at neck level

Answer 22

B. Regardless of equipment or number of x-rays taken, it is recommended to exchange radiation badges monthly for the best accuracy.

Regulatory Compliance Page 96

Question 23

What is the best measure of customer satisfaction?
A. Number of new clients
B. Amount of repeat business
C. Client satisfaction survey results
D. Number of word of mouth referrals

Answer 23

D. Number of mouth referrals
Found in Marketing book page 139

Question 24

What is the recommended number of practice brochures to have printed at one time?
A. One-month supply
B. One year suppy
C. Half the number of active clients
D. Six-month suppply

Answer 24

D. Six-month Supply

Found Practice Made Perfect pg 499

Question 25

This diamond labeling system uses numbers, colors (blue, red, yellow, white) and letters to indicate the risks associated with health, fire, reactivity, and special hazards of specific chemicals. These labels are often used on secondary container labels. What is the name of the labels?
A. Hazardous Materials Identification System
B. Chemical instability Labeling system
C. National Fire Protection Association
D. Chemical Safety Data

Answer 25

C. National Fire Protection Association

Found Front Office Management 378-379

Question 26

What do we call the following formula: Assets=liabilities+Owner’s Equity
A. Net Income Equation
B. Cash Flow Equation
C. Accounting Equation

Answer 26

C. Accounting Equation
Found Practice Made Perfect 441-442

Question 27

In regards to changing organizational culture; there are five key steps in making a culture change within a practice. 1. Define the culture 2. Align behaviors with the desired culture 3. Commit to the change 4. Support the shift. What is the fifth step?
A. Grow the team
B. Measure results
C. Lead the way
D. Revisit Often

Answer 27

A. Grow the Team

Found Blackwell 522-525 (155 Kindle Version)

1. Define the culture
2. Align Behavior with the desired culture
3. Commit to the change
4. Support the shift
5. Grow the team

Question 28

There are 5 tiers of practice owner income 1. Compensation for the veterinary efforts 2. Compensation for management 3. Equalizing owner perks 4. Profits reflected as a return on investment. What is the 5th tier?
A. Distribution of remaining profit
B. Complete benefit package
C. Regular draws against the value of the practice
D. Base salary with no commission variables

Answer 28

A. Distribution of remaining profits

Found Contracts, Benefits, and Practice Management for the Veterinary Profession pages 82-92

Question 29

Why should the leaders of a practice take the time to develop a marketing action plan?
A. To provide an opportunity to discuss the upcoming budget
B. To develop a list of pros and cons for utilizing new marketing techniques
C. To determine the effectiveness of last year’s marketing plan
D. To plan and account for each step of the entire marketing plan

Answer 29

D. To plan and account for each step of the entire marketing plan

Found: Practice Made Perfect page 518

Question 30

Which statement regarding the confidentiality of client information in the medical record is accurate?
A. When a court order is provided or with owner consent.
B. It is unlawful to disseminate client information without a court order or consent of the client
C. The information in the medical record is not confidential
D. The client information is confidential but the patient information is not considered confidential

Answer 30

Ethically, client information in the medical records is considered privileged and confidential, and should not be released except by court order or consent of the pet owner, with the exceptions only as provided in state law.

Found: Blackwell page 320.

Question 31

Which statement is true regarding the protection of a pregnant worker’s job?
A. The worker’s job is protected under the ADA because pregnancy constitutes a short-term disability
B. The worker’s job is protected by the Social Security Administration because pregnancy constitutes a short-term disability
C. The worker’s job is protected by the Civil Rights Act because discrimination on the basis of pregnancy constitutes unlawful sex discrimination
D. The worker’s job is protected by the EEOC because discrimination on the basis of pregnancy constitutes unlawful sex discrimination

Answer 31

C. The worker’s job is protected by the Civil Rights Act because dis crimination on the basis of pregnancy constitutes unlawful sex discrimination

Found Pages 422 page 182

Question 32

To be even remotely competitive, businesses must meet the minimum performance standards in each of the three Value Disciplines. Which discipline below is NOT one of the Value Disciplines in business?
A. Product Leadership
B. Perceived Market Worth
C. Customer Intimacy
D. Operational Excellence

Answer 32

B. Perceived Market Worth

Found Blackwell 34-35 (51 Kindle)
3 Value Disciplines
1. Operational Excellence (ex. appointments run on time %90 of the time
2. Product Leadership (state of the art equipment or boarding facility)
3. Customer Intimacy (everyone knows clients by name and their pet’s by name)

Question 33

As it relates to negotiating, which statement below is NOT true?
A. One question to consider is “what do I really need from this transaction and what do I only want?”
B. To avoid potentially making an agreement too far into the future to actually forecast the benefit, maintain, strategies that focus on short-term objectives.
C. Negotiation requires research on the topic being negotiated prior to agreeing to participate.
D. Make sure to identify the best alternative to negotiated agreement.

Answer 33

B. To avoid potentially making an agreement too far into the future to actually forecast the benefit, maintain strategies that focus on short-term objectives.

Found: Blackwell

Question 34

Which of the following is NOT considered a hidden ordering cost associated with inventory?
A. Price Shopping
B. Pharmacy licensing/DEA fees
C. Receiving and unpacking a shipment
D. Reconciling statements

Answer 34

B. Pharmacy licensing/DEA fees

Found Front Office Management pages 285-286
Full List of Hidden ordering Costs
1. Determining reorder quantity and reorder points
2. Price Shopping
3. Sales rep visits
4. Requesting an order
5. Research items to replace back orders
6.Receiving and unpacking products and supplies
7. Entering invoices into veterinary software.

Question 35

Kinesics, proxemics, and autonomic shifts are all examples of:
A. Personality profile quadrants
B. Non-verbal communication
C. Spatial boundary tolerance in individuals
D. None of the above

Answer 35

B. Non-verbal communication

Found: Blackwells 132-133

Question 36

When informing the rest of the staff of an employee termination, what approach decreases potential liability issues?
A. State the employee was terminated for violating hospital policy
B. Discuss the reason with the staff and remind them how to avoid termination
C. Do not discuss the termination with staff members
D. Be honest with the staff and tell them the reason for the termination

Answer 36

A. State the employee was terminated for violating hospital policy

Found: The Complete Veterinary Practice Regulatory Compliance Manual page. 132