Front Office Procedures & The Office Visit

What is the typical way a client's first impression of a veterinary practice occurs?

• Via email

• Via phone call

• Via social media

• Via in-person visit

Why might a client call a veterinary practice for the first time?

• To complain about a service

• To make an appointment or ask questions

• To send a thank you note

• To inquire about job openings

What should each team member's goal be when answering a phone call at a veterinary practice?

• To turn every phone call into an appointment

• To chat with the client

• To transfer the call to another department

• To end the call quickly

What might a client do based on their first impression of a veterinary practice?

• Write a review online

• Choose to make an appointment or call a different practice

• Visit the practice immediately

• Recommend the practice to friends

Who makes the first impression on every client at a veterinary practice?

• The veterinarian

• The reception team

• The nurse

• The pet groomer

Who is the first to answer the phone when a client calls the veterinary practice?

• The veterinarian

• The nurse

• The reception team

• The pet groomer

Where does the reception team greet clients when they arrive at the practice?

• In the examination room

• In the lobby

• In the parking lot

• In the office

Why is it important for clients to receive a warm welcome in person or via phone call?

• So they can get a discount

• So they feel able to approach team members comfortably

• So they can schedule an appointment

• So they can meet the veterinarian

What is the first thing you should do when handling a phone call according to the telephone etiquette guidelines?

• Assume the client has called before

• Handle every phone call as if the client is calling for the first time

• Ask the client to call back later

• Put the client on hold immediately

How many rings should you wait before answering the phone according to proper phone etiquette?

• One ring

• Two rings

• Three rings

• Four rings