Quiz 6

Question 1

A ringing telephone should be answered by the:

a. First ring
b. Same person every time
c. Answering machine
d. Third ring

Answer 1

d. Third ring

Question 2

When comparing the cost of adding new patients to your practice versus keeping your current patients it is:

a. 5 to 10 times more expensive to add new patients
b. 5 to 10 times less expensive to add new patients
c. 5 to 10 time more expensive to keep current patients
d. None of the above

Answer 2

a. 5 to 10 times more expensive to add new patients

Question 3

If a patient must wait longer than expected before being seen:

a. They should be told a longer time than expected to they are pleasantly surprised when it’s shorter
b. They should be told a shorter time than expected so they aren’t discouraged
c. They should be told honestly at the time of check-in
d. They should expect to wait, it’s a professional office

Answer 3

c. They should be told honestly at the time of check-in

Question 4

Tidying the reception are should be done:

a. Throughout the day
b. At the beginning of each day
c. At the end of each day
d. When it gets messy

Answer 4

a. Throughout the day

Question 5

What is acceptable to have in your mouth when answering the phone?

a. Cough drop
b. Teeth
c. Gum
d. Pen

Answer 5

b. Teeth

Question 6

When answering the phone, which of the following is not important to include?

a. A greeting
b. The name of the business
c. The address of the business
d. An offer to help

Answer 6

c. The address of the business

Question 7

Which of the following is important to consider when asking questions of a patient?

a. Use words the patient can understand
b. Ask only one question at a time
c. Allow the patient time to answer
d. All of the above

Answer 7

d. All of the above

Question 8

When placing a caller on hold, you should always ask permission and then:

a. Thank them
b. Wait for their response
c. Efficiently place them on hold
d. Leave them on hold for three minutes only

Answer 8

b. Wait for their response

Question 9

When greeting a patient in the reception area:

a. Walk toward them
b. Smile when you greet them
c. Say their name clearly
d. All of the above

Answer 9

d. All of the above

Question 10

How should you refer to the patient by name?

a. Last names only
b. “Hon” or “Dearie”
c. Title (eg. Mr, Mrs, Ms, and last name)
d. First names only

Answer 10

c. Title (eg. Mr, Mrs, Ms, and last name)