Section 3

Question 1

Client education

Answer 1

The process by which health professionals and other impart information to clients that will alter their health behaviors and improve the health status of their pet

Question 2

After hours program

Answer 2

A plan or schedule of activities taking place after the normal business or legal closing time for business

Question 3

Behavior programs

Answer 3

Veterinary services that revolve about pet Behavior

Question 4

Hospital tour

Answer 4

The act of walking and existing or potential client through the veterinary practice, highlighting the services available, along with the facilities

Question 5

Veterinary paraprofessional

Answer 5

A person to whom a particular aspect of a professional task is delegated, but who is not licensed to practice as a fully qualified Veterinary professional

Question 6

Four p’s of marketing

Answer 6

The four P’s of marketing are the categories that can be controlled in the marketing of a good or service; product, price, place and promotion

Question 7

Direct marketing

Answer 7

A type of advertising campaign that seeks to elicit an action( such as an order, a visit to the store or website, or a request for further information) from a selected group of consumers and response to a communication from the marketer

Question 8

Diversity marketing

Answer 8

Promoting new products of service to New Markets

Question 9

External marketing

Answer 9

Written or verbal communication that is aimed at attracting new clients

Question 10

Focus Group

Answer 10

A group of clients who are asked to participate in a discussion about a particular topic or issue. The information from the group is used to develop programs, improve service, or solve problems at the practice

Question 11

Internal marketing

Answer 11

Efforts to increase utilization of services by existing clients, and efforts by the practice to train and motivate staff to work together as a team to better meet the needs of clients

Question 12

Marketing mix

Answer 12

The marketing mix helps you define the marketing elements for successfully positioning your Market offer. One of the best-known models is the four P’s of marketing, which helps you define your marketing options in terms of product, place, price and promotion.

Question 13

Meta-tags

Answer 13

Pieces of HTML code that are embedded in a website, but not visible with web browsers

Question 14

Pay per click (ppc)

Answer 14

Online advertising payment model in which advertisers are charged each time a user clicks a specific link

Question 15

Public relations

Answer 15

The art of developing reciprocal understanding and Good Will between a business and the public

Question 16

Search engine optimization (SEO)

Answer 16

The process of affecting the visibility of a website or a web page and a search engines unpaid results- often referred to as” natural”, “organic”, or “earned” results

Question 17

Target marketing

Answer 17

Identifying select consumers in order to direct marketing efforts specifically towards those consumers

Question 18

Hypertext markup language (HTML)

Answer 18

The set of markup symbols or codes inserted into a file intended for display on a world wide web browser. The markup tells the web browser how often to display a web Page’s words and images for the user

Question 19

Indirect marketing

Answer 19

The indirect marketing strategy focuses on channels where there is no direct communication with consumers by companies

Question 20

Business image

Answer 20

A company’s reputation. The “image” is what the public is supposed to see when the company is mentioned or comes to mind.

Question 21

Call to action

Answer 21

Persuasive words that urge The reader, Listener or viewer to take a specific action. Most frequently used in marketing. Example: call now!

Question 22

Analytics

Answer 22

The review of data, typically looking for trends. Helpful in business decisions such as marketing and strategic planning

Question 23

Compliance

Answer 23

Measure of whether pets actually receive the care that has been recommended by their veterinarians

Question 24

Advertising

Answer 24

Communication that uses various forms of media to influence of persuade an audience

Question 25

Demographics

Answer 25

Description of the vital statistics or objective and quantifiable characteristics of a population

Question 26

Pareto Principle (80/20 rule)

Answer 26

80% of the effects result from 20% of the cause. Example; 80% of your Revenue comes from 20% of your clients. 20% of your inventory accounts for the 80% of the sales revenue. Origin: Italian economist Vilfredo Pareto observed in 1906 that 80% of the land in Italy

Question 27

Client complaint

Answer 27

An expression of dissatisfaction on a consumer’s behalf to a responsible party

Question 28

Client correspondence

Answer 28

In general usage, non concurrent, remote communication between a client and a Veterinary professional including letters, email, News Group postings, internet forums and blogs.

Question 29

Client survey

Answer 29

Customer polling to identify their level of satisfaction with an existing product, and to discover their Express or hidden needs and expectations for new or proposed products and services.

Question 30

Dietary

Answer 30

A regulated daily food allowance

Question 31

Grief counseling

Answer 31

It means by which an owner is assisted in coping with the loss of their pet

Question 32

Point of sale interaction

Answer 32

The location a sales transaction is completed such as the reception counter. Technology is often used to process transactions at the point of sale, such as a credit card terminal

Question 33

Public Health

Answer 33

The health of the population as a whole, especially as monitored, regulated, and promoted by the state