Dr. Z APP Exam 2
Authored by Juan Cordero
Science
University
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19 questions
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1.
MULTIPLE CHOICE QUESTION
3 mins • 1 pt
Which of the following provide ways of meeting each standard that patients use to evaluate services?
Reliability
Costs
Management
Description
2.
MULTIPLE CHOICE QUESTION
5 mins • 1 pt
Which of the following standards that patient use to evaluate services means receiving the promised service dependably and accurately?
Responsiveness
Reliability
Assurance
Empathy
Tangibles
3.
MULTIPLE CHOICE QUESTION
5 mins • 1 pt
Which of the following suggested recovery efforts attempt to compensate for costs related to time, money, and inconvenience through financial settlements?
Low Criticality
Low and Mid Criticality
High Criticality
Mid Criticality
4.
MULTIPLE SELECT QUESTION
45 sec • 1 pt
Which of the following are ways to develop pharmacy staff members to provide good customer service? Select all that apply
Do not get feedback from excellent employees, just get feedback from untrained employees
Ensure employees quality of work life and job satisfaction
Reward employees even though they offer bad customer service
Make customer service everybody’s job
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which of the following action must be taken when dealing with difficult patients?
No one has to be disrespectful, so reply back the same way the patient is doing it
Only focus on solving issue to benefit the company
Explain your points and perceptions to the patient with bad attitude
Let the customer vent
6.
MULTIPLE CHOICE QUESTION
5 mins • 1 pt
Which of the following focus on identifying personality traits that could distinguish leaders from non-leaders?
Trait Theories
Behavioral Theories
Situational or Contingency-Based Theories
Emergency Theories
7.
MULTIPLE CHOICE QUESTION
5 mins • 1 pt
Which of the following personality characteristics/traits is about one’s comfort level with relationships?
Extroversion
Agreeableness
Emotional Stability
High energy and Self confidence
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