CVA Exam Review: Unit 2 with complete
solutions
A good way to determine the best service for your clients is by:
A. better understanding them by asking questions and effectively listening to
their responses.
B. forming pre-conceived ideas about them based on their demographic and
socio-economic status.
C. developing a standard protocol with all clients that is strictly followed.
D. assuming every client has a basic need to be told what to do. - ANSWER- A.
better understanding them by asking questions and effectively listening to their
responses.
When dealing with clients, which of the following should you NOT do?
A. Effectively listen.
B. Ask the client any questions.
C. Treat every client the same.
D. See the veterinary practice from the client's view. - ANSWER- C. Treat every
client the same.
Clients that rely entirely on your confident recommendations behave in such a
manner because...
A. they want to have control in regard to their pet's treatment.
B. they want the very best care money can buy.
, C. they want to see how you would treat your own pet.
D. they are unable or unwilling to make the decision on their own. - ANSWER- D.
they are unable or unwilling to make the decision on their own.
Fill in the blank regarding clients, "They don't care how much you _______, until
they know how much you care."
A. Do.
B. Help.
C. Know.
D. Say. - ANSWER- C. Know
What is a client's greatest single expectation with regard to staff?
A. Sharing personal stories.
B. Paying special attention to their pet.
C. Minimal wait time.
D. Keeping your word. - ANSWER- D. Keeping your word
Because the doctor actually examines their pet, clients feel that interaction
influences them more than interaction with other staff members.
A. True.
B. False. - ANSWER- B. False
Most clients say the yellow pages were their main source of referral.
A. True.
B. False. - ANSWER- B. False
Why is the location of the veterinary hospital important?
solutions
A good way to determine the best service for your clients is by:
A. better understanding them by asking questions and effectively listening to
their responses.
B. forming pre-conceived ideas about them based on their demographic and
socio-economic status.
C. developing a standard protocol with all clients that is strictly followed.
D. assuming every client has a basic need to be told what to do. - ANSWER- A.
better understanding them by asking questions and effectively listening to their
responses.
When dealing with clients, which of the following should you NOT do?
A. Effectively listen.
B. Ask the client any questions.
C. Treat every client the same.
D. See the veterinary practice from the client's view. - ANSWER- C. Treat every
client the same.
Clients that rely entirely on your confident recommendations behave in such a
manner because...
A. they want to have control in regard to their pet's treatment.
B. they want the very best care money can buy.
, C. they want to see how you would treat your own pet.
D. they are unable or unwilling to make the decision on their own. - ANSWER- D.
they are unable or unwilling to make the decision on their own.
Fill in the blank regarding clients, "They don't care how much you _______, until
they know how much you care."
A. Do.
B. Help.
C. Know.
D. Say. - ANSWER- C. Know
What is a client's greatest single expectation with regard to staff?
A. Sharing personal stories.
B. Paying special attention to their pet.
C. Minimal wait time.
D. Keeping your word. - ANSWER- D. Keeping your word
Because the doctor actually examines their pet, clients feel that interaction
influences them more than interaction with other staff members.
A. True.
B. False. - ANSWER- B. False
Most clients say the yellow pages were their main source of referral.
A. True.
B. False. - ANSWER- B. False
Why is the location of the veterinary hospital important?
