Telephonic Conversation And Phone Skills! Trivia Quiz

1. Using the hold button when passing the phone to a PTW teammate requires gathering relevant information from the customer; accepting a call from a teammate requires you gather information from the teammate before picking up the call.

True

False

The statement is true because when passing the phone to a PTW teammate, it is important to gather relevant information from the customer so that the teammate can effectively handle the call. Similarly, when accepting a call from a teammate, it is necessary to gather information from the teammate before picking up the call in order to understand the context and be prepared for the conversation. Both situations require gathering information to ensure smooth communication and effective problem-solving.

Explanation

The statement is true because when passing the phone to a PTW teammate, it is important to gather relevant information from the customer so that the teammate can effectively handle the call. Similarly, when accepting a call from a teammate, it is necessary to gather information from the teammate before picking up the call in order to understand the context and be prepared for the conversation. Both situations require gathering information to ensure smooth communication and effective problem-solving.

2. It is the responsibility of each staff member to scan the message pad for any messages they may need to return prior to starting a shift.

True

False

Each staff member is responsible for checking the message pad before starting their shift in order to see if there are any messages they need to respond to. This implies that it is a requirement for all staff members to perform this task, making the statement "True" accurate.

Explanation

Each staff member is responsible for checking the message pad before starting their shift in order to see if there are any messages they need to respond to. This implies that it is a requirement for all staff members to perform this task, making the statement "True" accurate.

3. Placing a customer on hold requires immediate attention. Using the HOLD button requires an urgent PTW employee to get a solution in less than 30 seconds.

True

False

Placing a customer on hold requires immediate attention because it implies that the customer has a pressing issue that needs to be resolved quickly. The statement suggests that using the HOLD button prompts an urgent PTW employee to find a solution within 30 seconds, further emphasizing the need for immediate attention. Therefore, the answer "True" is correct as it aligns with the urgency implied in the statement.

Explanation

Placing a customer on hold requires immediate attention because it implies that the customer has a pressing issue that needs to be resolved quickly. The statement suggests that using the HOLD button prompts an urgent PTW employee to find a solution within 30 seconds, further emphasizing the need for immediate attention. Therefore, the answer "True" is correct as it aligns with the urgency implied in the statement.

4. Support staff always identifies themselves and where they are calling from when calling a physician's office in order to build relations with the office. To help accountability when calling an office for information, always ask for the...

Name of the patient

Patient's physician

Name of the person who you spoke with

Name of the office manager

When calling a physician's office, it is important for support staff to identify themselves and where they are calling from in order to build relations with the office. This helps to establish a professional and courteous interaction. Asking for the name of the person who you spoke with helps to ensure accountability and provides a reference for future communication. It allows both parties to have a record of who was involved in the conversation and can help avoid any misunderstandings or confusion.

Explanation

When calling a physician's office, it is important for support staff to identify themselves and where they are calling from in order to build relations with the office. This helps to establish a professional and courteous interaction. Asking for the name of the person who you spoke with helps to ensure accountability and provides a reference for future communication. It allows both parties to have a record of who was involved in the conversation and can help avoid any misunderstandings or confusion.

5. PTW has a signature greeting that we answer the phone with. When answering the phone in under 3 rings, what is the signature greeting at PTW?

Good Morning, Physical Therapy & Wellness Institute, this is Andrew, how may I help you?

Good Morning, Physical Therapy & Wellness Institute in Montgomeryville, this is Andrew, how may I help you?

Good Morning, Physical Therapy & Wellness Institute in Montgomeryville, how may I help you?

Good Morning, Physical Therapy & Wellness Institute, this is Andrew, what do you need?

The correct answer is "Good Morning, Physical Therapy & Wellness Institute in Montgomeryville, this is Andrew, how may I help you?" This is because the signature greeting at PTW includes the location (Montgomeryville) and the name of the person answering the phone (Andrew), followed by a polite inquiry about how they can assist the caller.

Explanation

The correct answer is "Good Morning, Physical Therapy & Wellness Institute in Montgomeryville, this is Andrew, how may I help you?" This is because the signature greeting at PTW includes the location (Montgomeryville) and the name of the person answering the phone (Andrew), followed by a polite inquiry about how they can assist the caller.

6. Scheduling an IE involves filling out a standard one page form with minimal information required from the perspective patient. An IE can be scheduled through WebPT from the office, community, etc. Scheduling a new patient (IE) should be...

Seamless and simple

Seamless and thorough

Confusing and simple

Long and simple

The correct answer is "Seamless and simple" because scheduling an IE (Initial Evaluation) should be a smooth and easy process for both the office staff and the patient. It should not involve any confusion or complications. The form to be filled out should be concise and require only minimal information from the patient. This ensures that the scheduling process is efficient and does not cause any unnecessary delays or difficulties.

Explanation

The correct answer is "Seamless and simple" because scheduling an IE (Initial Evaluation) should be a smooth and easy process for both the office staff and the patient. It should not involve any confusion or complications. The form to be filled out should be concise and require only minimal information from the patient. This ensures that the scheduling process is efficient and does not cause any unnecessary delays or difficulties.

7. Scheduling regular follow up appointments create compliant patients. Guidelines for booking daily appointments are: Up to 3 patients per hour, 4 during stretch. In some cases, such as Saturdays, double booking may occur due to the Saturday higher than average non arrival rates. While on the phone, it is the PTW mission to do what ever it takes, offer alternatives and solutions in order to help a patient get the scheduled appointments 3x a week. Make sure reminders are on for ALL appointments! In general, , PTW averages...

2.0 patients per hour per PT and has a 90% arrival rate for scheduled appointments

1.89 patients per hour per PT and has an 87% arrival rate for scheduled appointments

1.8 patients per hour per PT and has an 85% arrival rate for scheduled appointments

1.6 patients per hour per PT and has an 85% arrival rate for scheduled appointments

The given answer of "1.8 patients per hour per PT and has an 85% arrival rate for scheduled appointments" is the correct answer because it aligns with the information provided in the guidelines for booking daily appointments. The guidelines state that up to 3 patients can be scheduled per hour, but during stretches, 4 patients can be scheduled. The average number of patients per hour per PT for PTW is 1.8, which falls within the range specified in the guidelines. Additionally, the answer states that there is an 85% arrival rate for scheduled appointments, which indicates a high level of compliance from patients.

Explanation

The given answer of "1.8 patients per hour per PT and has an 85% arrival rate for scheduled appointments" is the correct answer because it aligns with the information provided in the guidelines for booking daily appointments. The guidelines state that up to 3 patients can be scheduled per hour, but during stretches, 4 patients can be scheduled. The average number of patients per hour per PT for PTW is 1.8, which falls within the range specified in the guidelines. Additionally, the answer states that there is an 85% arrival rate for scheduled appointments, which indicates a high level of compliance from patients.

8. "Could you call back? We are really busy right now." This response is...

Acceptable during busy times of the day when answering phones

The one that hurts PTW the most

The one that hurts PTW the most during slow times

Acceptable during evening hours when staff is busy

This response is the one that hurts PTW (Phone Time Wasted) the most. By asking the caller to call back because they are busy, it implies that the staff is not willing to assist or prioritize the caller's needs at the moment. This can lead to frustration and dissatisfaction for the caller, potentially damaging the reputation and customer relationship.

Explanation

This response is the one that hurts PTW (Phone Time Wasted) the most. By asking the caller to call back because they are busy, it implies that the staff is not willing to assist or prioritize the caller's needs at the moment. This can lead to frustration and dissatisfaction for the caller, potentially damaging the reputation and customer relationship.

9. All physician calls require urgent attention and response. If the staff member requested is not available, always ask the physician if they would like to talk to the next most senior therapist who is covering the patient. If the doctor states that "no, I only want to speak with the particular Pt," what should your next response to the physician be?

Immediately email the PT for the PT to get in touch with physician ASAP

Immediately put a note on the PT's computer to get in touch with the physician ASAP

Immediately put a note in the message page for the PT to get in touch with the physician ASAP

Immediately text the PT to get in touch with the physician ASAP

If the doctor states that they only want to speak with the particular patient, the next response to the physician should be to immediately text the patient to get in touch with the physician ASAP. This ensures that the physician's request is communicated to the patient promptly and allows them to respond as soon as possible.

Explanation

If the doctor states that they only want to speak with the particular patient, the next response to the physician should be to immediately text the patient to get in touch with the physician ASAP. This ensures that the physician's request is communicated to the patient promptly and allows them to respond as soon as possible.

10. A PT calls a doctor's office to speak with the doctor in regards to a patient's case. If the doctor is unavailable, what is the next preferred form of communication the PT should ask the staff? The PT should ask the staff if he/she can communicate by writing questions in a(n) _________.

Email

Text

Fax

Letter to be mailed

The next preferred form of communication the PT should ask the staff is by writing questions in a fax. Fax allows for written communication and can be sent directly to the doctor's office, ensuring that the message is received in a timely manner. It is a reliable method of communication that does not require the doctor to be available in real-time, unlike email or text. Mailing a letter may take longer and is less efficient compared to faxing.

Explanation

The next preferred form of communication the PT should ask the staff is by writing questions in a fax. Fax allows for written communication and can be sent directly to the doctor's office, ensuring that the message is received in a timely manner. It is a reliable method of communication that does not require the doctor to be available in real-time, unlike email or text. Mailing a letter may take longer and is less efficient compared to faxing.

11. The second specific phone skill is attentiveness. An example of this: A patient calls in to cancel, "I cannot make my appointment later today because I am stuck at work. It took me too long to get in this morning, so I am behind." PTW response, "OK, how is your back doing?" - "I am really in a lot of pain because of my back. That is reason why I was so late for work this morning." The attentive PTW employee went on to say, "Our therapists do their best working when you are in the most amount of pain. How about I get you scheduled after work tonight? I will let them know you are in need of pain relief." Which answers BEST describes what attentiveness to customers on the phone involves?

Attentiveness to customers on the phone involves listening

Attentiveness to customers on the phone involves always giving it to a manager

Attentiveness to customers on the phone involves intuition

Attentiveness to customers on the phone involves PTW greeting

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Explanation

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12. What are the three important things to remember when speaking with a customer? (Select all that apply)

Attitude matters

Courtesy counts

Relationships are meaningless

Tone tells all

Promise a return call

Speakerphone always

When speaking with a customer, it is important to remember that attitude matters, courtesy counts, and tone tells all. This means that having a positive and helpful attitude towards the customer is crucial, as it can greatly impact their experience. Showing courtesy and respect towards the customer is also important in building a good relationship. Additionally, the tone of voice used when speaking with the customer can convey emotions and intentions, so it is important to use a tone that is appropriate and professional.

Explanation

When speaking with a customer, it is important to remember that attitude matters, courtesy counts, and tone tells all. This means that having a positive and helpful attitude towards the customer is crucial, as it can greatly impact their experience. Showing courtesy and respect towards the customer is also important in building a good relationship. Additionally, the tone of voice used when speaking with the customer can convey emotions and intentions, so it is important to use a tone that is appropriate and professional.

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