WorksheetsCorrect Verbiage
Total questions: 13
Worksheet time: 8mins
What is "happy verbiage"?
Words that hurt the person you are talking to.
Verbiage that makes you look smarter than the person you are talking to.
Choosing words that will provoke a positive impression on the person rather than a negative one.
Being straight forward and getting your point across as fast as possible.
Should we ever say the word "No" to a patient?
IF needed yes.
No. What we should say is: What I can do for you is....
In the routing tab it says the patient is available for contacts. How do we see if the patient wants to order?
Looks like Dr. Blah Blah said you were good to order an annual supply. Great news is there is an awesome rebate on these specific lenses for the year supply!
Looks like Dr. Blah Blah said you were good to order an annual supply. How many boxes do you want?
Looks like Dr. Blah Blah said you were good to order an annual supply. Do you already have contacts?
Looks like Dr. Blah Blah said you were good to order an annual supply. Do you want contacts today?
Why do we not like the phrase: Your insurance covers.
We should say your vision benefits not insurance
We never want to say the word covers as this traps the patient into what they can get
The word covers is a no-no as this makes it where the patient doesn't feel like they can get what they want
All of the above
Why should we never say: That is not my job.
It's fine to say if what the patient is asking us to do we can't do
It doesn't give a solution to the problem. We should offer to get them in touch with an expert on what they are asking.
We should say it! It lets the patient know what my job is
We shouldn't say it because it is dishonest. I'm supposed to know everything.
What is a great example of "happy verbiage"?
My Pleasure
Of course
No Problem
None of the above
The Doctor (a) glasses today.
When communicating the cost to the patient we say: Your out of pocket is....
True
False
What do we do if the patient is frustrated/annoyed?
Try to rush the patient out.
Use "happy verbiage" anyways!
Tell the patient that it isn't your fault.
Try to annoy the patient more to see how angry they can get!
Why is "happy verbiage" important especially for opticians?
It keeps everything positive through the whole interaction with the patient.
It isn't important. I need to talk the way I want to.
It makes the optician seem like a person vs. a salesman
Both A. and C.
What is the result of negative verbiage?
Makes the patient feel warm and fuzzy.
Makes the patient want to buy glasses.
Can have a subtle tone of blame.
You are following the PVC way.
When do I use "happy verbiage"?
I only have to use it when I am in front of patients. We can be negative with our co-workers.
I only have to use it with my co-workers. I can say whatever I want to patients.
I use it all the time unless I get a really difficult patient. Then I can complain to my co-workers.
We use it all the time! With co-workers and patients!
The word (a) should never be used. Instead we should say is: What I can do for you is
