unit 1 Flashcards
A good way to determine the best service for your clients is by:
Better understanding them by asking questions and effectively listening to their responses.
Clients that rely entirely on your confident recommendations behave in such a manner because…
They are unable or unwilling to make the decision on their own.
When dealing with clients, which of the following should you NOT do?
Treat every client the same.
Because the doctor actually examines their pet, clients feel that interaction influences them more than interaction with other staff members.
They feel the interaction with all staff is important.
Fill in the blank regarding clients, ‘They don’t care how much you _ , until they know how much you care.’
Know.
What is a client’s greatest single expectation with regard to staff?
Keeping your word.
Most clients say the yellow pages were their main source of referral.
False.
A _ reputation spreads quicker than a _ one.
bad, good.
Why is the location of the veterinary hospital important?
Saves time. Convenient.
When working in a veterinary hospital, ‘adjusting to change’ is important. Which is an example of?
New Drugs/Medications. Working with different veterinarians.
Which of the following are some ways you can grow in your personal knowledge?
Seminars, Reading, One-on-one training.
Employees working in the veterinary field see the exact same situation every day.
False.
What is the number one cause of a person’s failure to perform?
The inability to follow instructions.
Are mistakes easier to tolerate if they are volunteered rather than discovered by management?
True.
What is professionalism largely based on?
Appearance and behavior.
What does a clean reception area tell clients about a hospital?
It tells clients that a hospital is probably clean throughout.
True.
Who is responsible for record keeping?
Everyone’s responsibility.
What does the phrase ‘If it isn’t ___, it didn’t happen’ imply?
written
Does an x-ray badge protect you from being exposed to radiation?
true or false
False.
Which of the following is not a shield for individuals performing radiographs?
Dosimeter badge.
repeated unprotected radiology exposure, has been shown to produce all of the following, except
flu-like symptoms.
Does teamwork only apply to those individuals that work as technicians?
False.
What is the number one breakdown of a team atmosphere?
Gossip.
What makes good teamwork?
Being helpful, anticipating the needs of others, and sticking together.
even the most ___ client should be treated with courtesy and respect
demanding
doing a “ little bit more “for customers provides a excellent customer service
true
there is no need to be a people person when working isn’t the veterinary field since the patients are animals .
false
What is the most common way to restrain a non-aggressive cat?
One hand under the belly, and the other around the neck.
Should the owner restrain their animal as suggested by the doctor?
False.
Are muzzles usually painful to the pet and should they be avoided?
False.
Is using hearing protection an important part of working in a kennel?
True.
When picking up a dog, what should you control?
head.
Removing a car from a cage is best done using a
towel.
Dispose of needles and scalpels in a plastic baggie ,then place in a trash can.
False
Treat all biological samples
As if infected.
A____ is a disease-causing bacteria or virus
pathogen
What do lead gloves and aprons guard against?
Scatter radiation.
The use of ____ can reduce the number of people involved in taking an X-ray.
Chemical restraints + thyroid shields.
What is the name of the badge that should be worn at all times of radiation exposure?
Dosimeter.
