Final Exam: Bdg Experience

100 Questions | Total Attempts: 138

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Final Exam Quizzes & Trivia

Questions and Answers
  • 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

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