PHA 6111 LEC CHAPTER 1 TEST WITH
CORRECT SOLUTION
Speed
Accuracy
Quality
Transparency - ANSWER 4 Core Principles of Pharmacy
Immunization
Patient counseling
Dispensing
Extended pharmacy services
Clinical pharmacy services
Pharmacovigilance - ANSWER Pharmacy Services with Direct Patient Interaction
BP checkup
Glucose checkup
Home visitation - ANSWER Examples of Extended Pharmacy Services
RA 10918 - ANSWER RA ______ - A pharmacist can administer COVID vaccine,
Pneumonia vaccine, Influenza vaccine, and Cervical vaccine.
F - ANSWER T or F
A pharmacist can administer vaccine to 18 yrs or below
Pharmacovigilance - ANSWER Record the side effects of a drug/ADR
customer service - ANSWER is the act of taking care of the customer's needs by
providing and delivering professional, helpful, high quality service and assistance
before, during, and after the customer's requirements are met
customer service - ANSWER The agent's efforts greatly surpassed your expectations
which left a positive impression of that companyz
Give them quality products and services - ANSWER How to satisfy customers?
, build good relationships with your customers - ANSWER The key to good customer
service
good Customer Service - ANSWER Thanking the customer and promoting a positive,
helpful and friendly environment will ensure that they leave with a great impression.
T - ANSWER T or F
A happy customer will return often and is
likely to spend more
F - ANSWER T or F
providing good customer service is not intricately tied to patient care
good Customer Service - ANSWER gives an organization or business a competitive
advantage
PLEASE
Pay attention
Listen
Execute
Ask
Serve
Exceed - ANSWER Great Customer Service in 6 steps
• Provide customers your complete attention
• Use eye contact and avoid other activities
• Sincerely apologize to a patient or customer if a mistake was made by you or the
pharmacy
• Convey interest and concern when speaking over phone - ANSWER How to provide a
good Customer Service?
T - ANSWER T or F
good external customer relations are likely to mean regular repeat orders.
F - ANSWER T or F
Increased customer loyalty results in smaller turnover and decreased market shares
T - ANSWER T or F
CORRECT SOLUTION
Speed
Accuracy
Quality
Transparency - ANSWER 4 Core Principles of Pharmacy
Immunization
Patient counseling
Dispensing
Extended pharmacy services
Clinical pharmacy services
Pharmacovigilance - ANSWER Pharmacy Services with Direct Patient Interaction
BP checkup
Glucose checkup
Home visitation - ANSWER Examples of Extended Pharmacy Services
RA 10918 - ANSWER RA ______ - A pharmacist can administer COVID vaccine,
Pneumonia vaccine, Influenza vaccine, and Cervical vaccine.
F - ANSWER T or F
A pharmacist can administer vaccine to 18 yrs or below
Pharmacovigilance - ANSWER Record the side effects of a drug/ADR
customer service - ANSWER is the act of taking care of the customer's needs by
providing and delivering professional, helpful, high quality service and assistance
before, during, and after the customer's requirements are met
customer service - ANSWER The agent's efforts greatly surpassed your expectations
which left a positive impression of that companyz
Give them quality products and services - ANSWER How to satisfy customers?
, build good relationships with your customers - ANSWER The key to good customer
service
good Customer Service - ANSWER Thanking the customer and promoting a positive,
helpful and friendly environment will ensure that they leave with a great impression.
T - ANSWER T or F
A happy customer will return often and is
likely to spend more
F - ANSWER T or F
providing good customer service is not intricately tied to patient care
good Customer Service - ANSWER gives an organization or business a competitive
advantage
PLEASE
Pay attention
Listen
Execute
Ask
Serve
Exceed - ANSWER Great Customer Service in 6 steps
• Provide customers your complete attention
• Use eye contact and avoid other activities
• Sincerely apologize to a patient or customer if a mistake was made by you or the
pharmacy
• Convey interest and concern when speaking over phone - ANSWER How to provide a
good Customer Service?
T - ANSWER T or F
good external customer relations are likely to mean regular repeat orders.
F - ANSWER T or F
Increased customer loyalty results in smaller turnover and decreased market shares
T - ANSWER T or F
