CPSS Optho Exam Questions and Complete Solutions

Which of the following telephone techniques will help create a positive image for the practice? - Implement a two-ring rule. Always make sure the phone is answered before third-ring. - Acknowledge the caller by name -Minimize customer hold time and frequently return to reassure the caller they have not been forgotten Which of the following actions will help you portray a positive image on the telephone? -Placing mirror on desk -Use positive language -Replace negative thoughts with positive ones It is best to use which of the following actions if you are on another call which the telephone rings? Ask permission of the existing caller to be placed on hold while you answer the other telephone Which of the following are traits of successful telephone staff? -Putting a smile in one's voice -Being honest and sincere with all callers The basic components of effective telephone communication include which of the following: -Answering the telephone -Transferring calls -Placing calls on hold If the recipient of a call is on the phone, it is best to alert them that a call is holding; they may be expecting a call True If you call a patient and reach their voice mail, it is best to only leave your name and phone number False A neutral tone of voice may be perceived to indicate the person is bored, tired, indifferent or unenthusiastic True Which of the following is most important to meet patients demands and be successful in today's highly competitive market? Respond to patients question's, concerns, or complaints with a positive and professional attitude. In most cases, the patient's initial encounter with the practice is: By telephone An eye care provider licensed to diagnose and treat diseases of the eye, but unable to perform invasive eye surgery is an: Optometrist