Final Exam Plus: Bdg Experience
- 1."Thank you for calling Boston Dental Group, my name is Marie, _____ _____ _____ _____ _____ _____?
- 2.This diagram shows the 6 elements of the Patient Focus Pyramid. Use it to determine your answers for the following test question.
- 3.BDG COMMUNICATION TOOLS: Consider the "Stages of Learning". What is the 4th stage called?
- A.
Conscious Competence
- B.
Unconscious Incompetence
- C.
Unconscious Competence
- D.
Conscious Incompetence
- 4.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.T.
- D.
S.M.I.L.E.
- 5.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
- 6.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.T.
- D.
S.M.I.L.E.
- 7.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
- 8.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
- 9.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.
- 10.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
- 11.The Dental Assistant is responsible for adddressing the patients concerns, keeping the patient comfortable, and offering patient education
- A.
True
- B.
False
- 12.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
- 13.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
- 14.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
- 15.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
- 16.Phones should ALWAYS be answered by the 3rd ring
- A.
True
- B.
False
- 17.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
- 18.TRUST is the #1 factor that contributes to whether or not a patient will accept diagnosed treatment.
- A.
True
- B.
False
- 19.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
- 20.Doctors should ALWAYS use technical terms when explaining recommended treatment to a patient.
- A.
True
- B.
False
- 21.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
- 22.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
- 23.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
- 24.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
- 25.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
Questions: 10 | Attempts: 238 | Last updated: Apr 1, 2014
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