Final Exam: Bdg Experience

100 Questions | By Bdgeducation | Updated: Dec 20, 2022 | Attempts: 281

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1.

"Thank you for calling Boston Dental Group, my name is Marie, _____ _____ _____ _____ _____ _____?
2.

Which formula (or acronym) identifies overcoming patient objections?
- A.
  
  O.B.J.E.C.T.
- B.
  
  S.T.A.R.T.
- C.
  
  S.M.U.T.
- D.
  
  S.M.I.L.E.
3.

What is the most important component to overcoming a patient objection?
- A.
  
  Identifying the objection
- B.
  
  Listening to the patient carefully and intently
- C.
  
  Identifying a solution and delivering treatment
- D.
  
  All scenarios
4.

Which formula (or acronym) identifies COMMON patient objections?
- A.
  
  S.T.A.R.T.
- B.
  
  O.B.J.E.C.T.
- C.
  
  S.M.U.T.
- D.
  
  S.M.I.L.E.
5.

The Motivating Purchase Factor (or M.P.F.) is defined as what?
- A.
  
  Whether or not the patient has enough money to pay for treatment
- B.
  
  The reason the patient scheduled their appointment
- C.
  
  The number of family members a patient has
- D.
  
  Whether or not the patient has time to stay for treatment
6.

Emotional Gold (or E.G.) is defined as what?
- A.
  
  The personality/behavior type of the patient
- B.
  
  What MATTERS the MOST to a patient
- C.
  
  The level of sensitivity a patient has
- D.
  
  A method used by treatment coordinators to handle crying patients
7.

What communication tool (or acronym) do we use to discover Strengths, Weaknesses, Opportunities, and Threats of a New Patient?
- A.
  
  S.W.O.T.
- B.
  
  V.A.L.U.E.
- C.
  
  M.P.F.
- D.
  
  E.G.
8.

What is the purpose of using the V.A.L.U.E. during a New Patient visit?
- A.
  
  To find out which tooth is bothering the patient
- B.
  
  To discover the strengths, weaknesses, opportunities, and threats of each New Patient
- C.
  
  To obtain patient referrals
- D.
  
  To take full mouth xray films as quickly as possible to ease patient discomfort
9.

The Dental Assistant is responsible for adddressing the patients concerns, keeping the patient comfortable, and offering patient education
- A.
  
  True
- B.
  
  False
10.

Why is it important to keep the patient well informed during their visit?
- A.
  
  To help ease any anxiety they might have
- B.
  
  So the patient feels more comfortable and in control during their visit
- C.
  
  So the office and team can gain the trust of the patient so they can provide Lifetime Care
- D.
  
  All scenarios
11.

Why is it important to offer Vaseline to a patient for their lips?
- A.
  
  So that their lips look greasy
- B.
  
  To help protect the dental equipment
- C.
  
  To optimize patient comfort and to show a gesture of genuine patient care
- D.
  
  Because it's important that all dental offices have sufficient lubrication
12.

What does V.A.L.U.E. stand for?
- A.
  
  Visible, Advantages, Lacking, Upgrade, Expand
- B.
  
  Vision, Apply, Likely, Upward, Extend
- C.
  
  View, Action, Lacking, Upgrade, Expand
- D.
  
  Verbiage, Act, Lose, Unfortunate, Exceptional
13.

When does the Business Assistant typically begin their role in the New Patient V.A.L.U.E. Experience?
- A.
  
  When a New Patient walks in to make their first appointment
- B.
  
  When a New Patient calls the office to make their first appointment
- C.
  
  When a mother calls to schedule her children for their first visit with the Pedodontist
- D.
  
  All scenarios
14.

Phones should ALWAYS be answered by the 3rd ring
- A.
  
  True
- B.
  
  False
15.

What is the purpose of gathering V.A.L.U.E. information on a New Patient?
- A.
  
  To learn what the Strengths, Weaknesses, Opportunities, and Threats are for the patient
- B.
  
  To begin developing a relationship with the New Patient
- C.
  
  To make the New Patient feel important and valued
- D.
  
  All scenarios
16.

TRUST is the #1 factor that contributes to whether or not a patient will accept diagnosed treatment.
- A.
  
  True
- B.
  
  False
17.

What is the "Platinum Rule"?
- A.
  
  Treat others how YOU want to be treated
- B.
  
  Communicate with patients based on THEIR DISC behavior style
- C.
  
  Treat others how THEY want to be treated
- D.
  
  Communicate with patients based on YOUR DISC behavior style
18.

Doctors should ALWAYS use technical terms when explaining recommended treatment to a patient.
- A.
  
  True
- B.
  
  False
19.

What action(s) should a provider take to enhance communication and build rapport with a patient?
- A.
  
  Sit next to a patient, at or below eye level when you are talking to them
- B.
  
  Use "patient friendly" or understandable terms
- C.
  
  Apply Vaseline to the patients lips prior to doing the exam or beginning any treatment
- D.
  
  All scenarios
20.

Select behavioral characteristics that may likely be important to a "D" behavior style
- A.
  
  Fun and Excitement
- B.
  
  Direct and to the point
- C.
  
  Prompt and Timely
- D.
  
  Quiet and Calm
21.

What is the definition of "Interpersonal Trust"?
- A.
  
  The act of somebody who is expected by others to behave responsibly or honorably
- B.
  
  Making a personal connection with an individual after trust has been established
- C.
  
  Trust that is built through repeated interactions through which expectations about a person's trustworthy behavior can be tested over time
- D.
  
  Assured reliance on the character, ability, strength, or truth of someone or something on a personal level
22.

Treating others how they want to be treated is defined as what?
- A.
  
  What mama always said
- B.
  
  Rule of Thumb
- C.
  
  Golden Rule
- D.
  
  Platinum Rule
23.

What communication tool outlines behavioral characteristics that aid us in enhancing our relationships with both team members and patients?
- A.
  
  Interpersonal Trust
- B.
  
  DISC Model
- C.
  
  Emotional Gold
- D.
  
  Motivating Purchase Factor
24.

What are 2 ways to appeal to a patient or team member who have an "I" behavior style? (select 2)
- A.
  
  Be Positive and Enthusiastic
- B.
  
  Use a lot of details
- C.
  
  Celebrate and Use Compliments
- D.
  
  Be as direct as possible
25.

What behavior characteristics might indicate that your team member or patient have an "S" behavior style?
- A.
  
  They are on time, and are direct
- B.
  
  They are quiet and indifferent
- C.
  
  They are analytical and detail oriented
- D.
  
  They are social and people oriented