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PS3 Customer Service FINAL Flashcards | StudBud
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PS3 Customer Service FINAL
PS3 Customer Service FINAL
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1
What means to keep privileged information about a customer from being disclosed without his or her consent?
communication
confidentiality
professionalism
ethics
2
What can pharmacy tech's do for a patient with hearing loss?
looking directly at the patient when speaking
reduce background noise
learning sign language
all of the answers are correct
3
Which of the following is considered to be an example of unprofessional appearance?
following the pharmacy dress code
wearing a wedding ring
having a visible tattoo
wearing comfortable shoes
4
Retail pharmacies may also provide:
health-related information
flu vaccinations
wellness programs
All of the answers
5
A customer who seems to be hard of hearing calls the pharmacy. The pharmacy technician should do all EXCEPT:
shout responses to the customer
speak clearly and slowly
be prepared to patiently repeat him/herself
pronounce each word distinctly
6
If a natural weather disaster is predicted that could cause power outages, what can a tech do?
monitor weather forecasts for updates
all of the above
assist staff to ensure sufficient medications and supplies are in stock
alert customers/employees
7
Which actions are advised to help pharmacy technicians maintain a positive/professional attitude in the workplace
regular exercise and adequate rest
bringing personal issues to work
gossiping about coworkers
consuming excessive amounts of caffeine
8
A fellow tech isn't performing at a level that they should. You approach them to work better. They feel offended...
leave the issue alone
fix her mistakes
argue with her and let her know that she should look for a job elsewhere
bring it to the attention of the supervisor to help resolve the issue
9
Which is the approach that a pharmacy technician should take with customers who are having difficulty understanding Eng
speak louder
speak very slowly
avoid using slang terms
refuse to help
10
Pharmacists should be alerted for consultations in the following situations, except for:
DUR prescriptions
every refill
every new prescription
OTC advice
11
Which option is the most appropriate way for him to answer the pharmacy telephone?
“Community Pharmacy, this is Todd speaking. How may I help you?”
“Hello, this is Todd.”
“Hello?”
“Could you please hold?”
12
If a customer approaches a pharmacy technician and expresses anger regarding the long wait for a prescription....
listen patiently and maintain eye contact while the person is speaking
roll his or her eyes at the customer to show disapproval
immediately ask security for assistance
tell the person to wait until the pharmacist is available
13
Embarrassment over private bodily functions by the customer:
should prevent the pharmacy technician from helping the customer
should be shared with coworkers immediately
could be a sign of psychological disturbance
should not interfere with the pharmacy technician’s professionalism
14
Good listening skills typically include ____ as the patient talks.
looking around
interrupting the patient frequently
appearing preoccupied
maintaining eye contact
15
What is expected of a pharmacy technician?
correctly pronounce technical terms in the workplace
counsel patients on previous medications they have received
manage the scheduling for pharmacy staff
order CII medications using DEA 222 form
16
Which of the following is NOT a non-verbal cue?
facial expression
speaking on the phone with customer
posture
hand gestures
17
What should a pharmacy techn do if a patient calls about a prescription error?
refer the caller to a pharmacist
tell the caller to throw away their medications
tell the patient nothing can happen
inform caller that the pharmacy does not make errors
18
When dealing with an angry patient, customer, or coworker, you must learn how to
return to your work
break off communication
remain calm
stop him or her from talking
19
If stress in your personal life affects your interactions with pharmacy customers, then it’s a good idea to:
let customers know you are stressed
refuse to interact with customers
leave work immediately
take a short break so you can once again focus on your work
20
Select the most accurate statement.
pharmacy technicians do not have access to patient information
all health care workers are responsible for keeping patient information con
patients never have to worry about anyone talking about their personal info
patients give up their rights to confidentially when they are admitted
21
Which of the following is an example of acknowledgement that the listener understood the verbal conversation?
paying attention to what is happening behind the patient
ask questions to clarify issues
both b and c
repeat portions of the conversation
22
The attitude a worker should strive to adopt toward job duties, customers, employer, and coworkers is:
respect
health
appearance
indifference
23
What is the appropriate way to direct a patient to the OTC area?
tell the customer to ask another store employee
show the customer where the product is
give the customer the aisle number in which to find the product
refer the customer to the pharmacist
24
Who should be familiar with pharmacy’s policies and procedures?
only pharmacists
all pharmacy personnel
only supervisors
only cashiers
25
A well-groomed employee conveys:
selfishness
laziness
punctuality
professionalism
26
Which category is covered in a medical information sheet accompanied with the patient’s prescription?
how to use this medication
all of the above
ingredient name
cautions
27
Which of the following is NOT a mental or physical disability?
blindness
non-English speaking
inability to walk
deafness
28
What does LEAD stand for?
laugh, enlighten, act, discuss
listen, entertain, act, depart
look, explain, act, decide
listen, explain, acknowledge, discuss
29
The emphasis in retail pharmacy today is on
customer care.
discount pricing.
extensive drug inventory.
expansion of non drug merchandising
30
Pharmacy technicians who know how to work all the areas of the pharmacy are:
exhausting
team-oriented
money-driven
greedy
31
Customers may feel a pharmacy is not professional when:
employees wear appropriate attire
employees are courteous and helpful
employees appear sloppy and ignore customers
the pharmacy is clean and organized
32
A technician feels uncomfortable dispensing Plan B. What would this situation be considered as?
an ethical dilemma
pharmacy technician’s oath
social code of conduct
personal violation
33
What happens when a patient calls the pharmacy regarding a side effect
inform the customer that there are no side effects for the medication
transfer the call to another pharmacy technician
inform the customer that no help is available and disconnect the call
place the customer on hold and refer the call to the pharmacist on duty
34
Can a relative call the pharmacy regarding their friends prescription?
review the friend's record and give your relative the phone number in the r
ask a coworker to review the friend’s record
review the friend’s record and inform your relative
inform your relative that HIPAA regulations prohibit you from doing so
35
A coworker of yours always makes crude and vulgar jokes, this is:
a HIPAA violation
discrimination
harassment
constructive criticism
36
Pharmacy customers are more likely to have confidence in a pharmacy technician who:
speaks quickly
devotes their attention to them when they are seeking assistance
looks at their cell phone while the customer is speaking
stares at the floor while speaking
37
A pharmacy technician’s handwriting must be:
written in abbreviations
written in cursive
erasable
legible
38
Customers should be treated _______ regardless of their disposition.
courteously
unfair
pretend to be nice
rushed
39
You are asked to dispose of patient health information (PHI) in the pharmacy. What is the proper procedure?
package containers w/ PHI for incineration
cover PHI before disposal
shred all documents with PHI
all options meet HIPAA criteria
40
Which of the following is NOT a way to reduce medication errors?
writing notes or messages clearly
using good communication techniques
bringing prescriptions that are difficult to read to the pharmacist’s atten
relying on the pharmacist to catch mistakes
