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| 1. Today's consumers and patients are seeking |
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A.
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quality |
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B.
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brands |
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C.
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experiences |
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D.
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all the above |
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| 2. Understanding what your reputation in the market place is |
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A.
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Understanding your market share |
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B.
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Understanding your brand |
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C.
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Understanding your products |
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D.
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Understanding your service levels |
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| 3. If you have a great experience with a service provider, according to the American Marketing Association, you will tell how many people? |
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| 4. If you have a negative experience with a service provider you are apt to tell how many people? |
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| 5. The first step of creating the customer experience begins at |
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A.
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The exam room |
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B.
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The dispensary desk |
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C.
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The receptionist |
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D.
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The doctor's introduction |
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| 6. Customers leave service providers due to employee indifference at the rate of |
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A.
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3 out of 10 |
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B.
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9 out of 10 |
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C.
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7 out of 10 |
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D.
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1 out of 10 |
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| 7. The three step process we teach in selling skills to bring people emotionally along consists of telling the patient what we want to do, why it is important and |
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A.
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Asking if they are ok with where we want to take them |
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B.
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Asking if they comfortable |
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C.
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Telling them where to go |
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D.
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Telling them to come along |
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| 8. Utilizing a lifestyle questionnaire gives you |
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A.
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Something to give the patient to do instead of reading magazines |
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B.
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Upsets the patients greatly |
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C.
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The information needed to conduct a thorough exam |
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D.
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Information to discard and never use |
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| 9. The foundation for asking good questions is in using two kinds of probes |
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A.
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Inviting and confirming |
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B.
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Open and closed |
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C.
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Opening and closing |
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D.
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Encouraging and supporting |
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| 10. An open probe encourages the patient to |
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A.
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Answer with one or two words |
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B.
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Provide little or no information |
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C.
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Shut down completely |
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D.
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Speak and share freely important information |
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| 11. A closed probe encourages the patient to |
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A.
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Answer with one or two words |
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B.
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Provide little or no information |
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C.
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Shut down completely |
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D.
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Speak and share freely important information |
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| 12. We often will repeat information back to the patient to confirm that we |
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A.
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Are listening to them |
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B.
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Not assuming we know information |
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C.
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Confirming in our own minds that we on the same page with the patient |
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D.
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All the above |
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| 13. People buy with emotion and justify with |
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A.
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Money |
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B.
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Logic |
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C.
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Their spouse |
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D.
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Their financial planner |
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| 14. Features are ________ about a product or service |
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A.
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Why the product is important |
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B.
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Answers “so what” about a product |
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C.
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Facts |
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| 15. Benefits _______ |
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A.
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Are emotional |
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B.
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Solves patients problems or concerns |
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C.
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Answers “so what” about the product |
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D.
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All the above |
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| 16. 66% of exams are given at an independent doctors office, however, only _____ of patients fill their prescriptions at the dispensary |
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A.
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28% |
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B.
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42% |
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C.
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10% |
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D.
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24% |
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| 17. When at the dispensing table, we want to talk about the benefits of products and about treatments because |
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A.
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They are easily dismissed by price shoppers |
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B.
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They are difficult to dismiss |
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C.
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They provide a check list to reject options quickly |
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D.
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They are fact based |
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| 18. The process by which we attach an emotional reaction to a product or feature we describe is called |
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A.
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Selling |
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B.
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Describing |
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C.
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Linking |
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D.
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Telling |
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| 19. Eye care solutions should be presented in a |
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A.
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Lowest to highest priced options |
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B.
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Highest to lowest priced options |
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C.
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Good, better, best solution for the patient |
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D.
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Best, better, good solution for the patient |
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| 20. Creating a positive experience for your patients will result in |
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A.
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Horrified patients |
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B.
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Satisfied patients |
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C.
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Patients that become your best advertisers, marketers and storytellers |
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D.
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Ho-hum patients |
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