wk 10

Question 1

A cat is scheduled for surgery. How many days before the scheduled procedure is it most appropriate to call to remind the client of the appointment and any presurgical protocols to follow?

Answer 1

1

Question 2

what is best defined as the number or percentage of clients that accept recommendations made by the veterinary healthcare team?

Answer 2

Client compliance

Question 3

A good letter from a veterinary practice is most likely to have what characteristics

Answer 3

Short, stating the facts in an unembellished fashion

Question 4

A practice owner wants an effective means of training all employees to give the same answers to frequently asked client questions. What is the most appropriate method to employ?

Answer 4

Develop a client service manual and give it to all employees

Question 5

Of the complaints that veterinary clients file with state veterinary boards, what is the most common topic?

Answer 5

Inaccurate estimates

Question 6

what best describes why clients need to sign estimates?

Answer 6

To denote that they agree to the procedures and to confirm that they are financially responsible for the charges

Question 7

Effective client education is most likely to engender what

Answer 7

Client compliance

Question 8

what is the most appropriate way for a practice owner to gauge how satisfied clients are with the services being offered by the practice?

Answer 8

Administer a client survey

Question 9

A client quietly brings to the practice manager’s attention an incident that occurred with a veterinary assistant. What is the most appropriate initial
response to give the client?

Answer 9

Repeat back to the client the information as it was stated to make it clear that it was understood

Question 10

Of the three components of message delivery, which plays a key role in client
education, trust, and compliance?

Answer 10

Nonverbal

Question 11

A practice owner wants to build a thriving practice. what should be a top training priority for staff development?

Answer 11

Team member confidence

Question 12

Customer satisfaction is most likely to lead to what

Answer 12

Improved client retention

Question 13

the veterinary team

Answer 13

• Provides education
• Resources
• Expertise
• Importance of preventative care
• Appropriate treatments
• Difficult decisions

Question 14

3 concepts of the veterinary team

Answer 14

communication
service
grief

Question 15

3 parts of a message

Answer 15

• Verbal (word choice)
• Paraverbal (enunciation of words)
• Nonverbal (body language)

Question 16

how team members improve verbal message

Answer 16

• Realize topics may be new to pet owner
• Must not get frustrated
• Client service manual may help new team

Question 17

preverbal skills

Answer 17

• Lower, deeper tones
• Enhances team member’s value

Question 18

folded arms

Answer 18

• Generally indicates they are defensive and unwilling to accept recommendations or advice
• May feel uncomfortable asking questions
• Hand the client something to hold
• Make sure all of client’s concerns have been addressed

Question 19

body posture

Answer 19

• Sends a message to the client
• Lacks confidence and skill
• Does not enjoy job
• May not accept recommendations
• boosts confidence, excitement, and skill

Question 20

lack of eye contact

Answer 20

diminished skill, knowledge, and confidence

Question 21

smiling reveals

Answer 21

Happiness, anger, surprise, sadness, disgust, and fear

Question 22

eyebrows

Answer 22

understanding, empathetic, or tense

Question 23

default

Answer 23

nonverbal

Question 24

confident team members

Answer 24

• Clients feel they can trust the information
• Develop a relationship
• Higher compliance and retention rate

Question 25

email etiquette

Answer 25

Kept short, friendly, and professional; Address client by name, answer the questions, and sign in a professional manner

Question 26

increasing compliance

Answer 26

• Verbal and written communication
• Client education materials
• Report cards and patients compliance check sheets are tools which can be used
• Following up on the case and sending regular reminders

Question 27

types of treatment plans

Answer 27

• Preprinted for simple outpatient procedures
• Detailed customized for patients being admitted
• Two separate plans-diagnostic and treatment
• Veterinarians should be left out of financial discussions

Question 28

discussing treatment options

Answer 28

• Teach don’t “sell”
• Discuss options with confidence
• Use models and brochures
• Stand beside the client not across the exam table

Question 29

different teaching methods

Answer 29

• Visual aids
• Verbal communication
• Positive enthusiastic experience
• Simple and understandable
• Customized brochures
• Skeletal models and radiographs

Question 30

what clients really want appreciation for

Answer 30

• Selecting the practice
• Recommending new clients
• Care they are providing their pet

Question 31

importance of listening to clients

Answer 31

listen, remain nonjudgmental, avoid making assumptions

Question 32

client surveys

Answer 32

• Can be mailed
• Provided upon checkout
• Emailed

Question 33

handling client complaints

Answer 33

• Do not become defensive
• Take the client immediately into an exam room
• Listen to what the client has to say
• Maintain eye contact
• Repeat what was said ensuring no miscommunication
• Offer solutions