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Phones Training - Quiz
Phones Training - Quiz
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1
When answering the phone, it is important to:
Smile through the phone
Speak clearly - enunciate your words
Be enthusiastic
Speak not too fast, not too slow
2
We want the Aspen Clinic to be a welcoming, comfortable space for our patients and appear that way through the phone.
False
True
3
The manager has the right to confiscate employee cell phones or have employees turn them in/ keep them in vehicle.
False
True
4
What items should you have when answering a phone?
Call log/ phone notebook
All of the above
Script
Pen
5
If a patient walks in while you are on the phone, you should:
Point them to the sign in sheet
Keep your head down and address them when you hang up
Smile and wave - mouth hello
Hurry and finish the phone call
6
Other than special circumstances or alone, you should avoid putting a patient on hold at all costs.
False
True
7
If a patient calls to RESCHEDULE an appointment, what should you ask?
Do you know we have a 24 hour cancellation policy?
What date were you originally scheduled for?
Why are you rescheduling?
Offer two new dates - which would be better for you?
8
It's okay to use speakerphone when talking to a patient
True
False
9
The info call script is to be used when:
A new or refill patient wants to book an injection appt
Someone walks in asking for information
A refill patient wants to book an appt
Someone calls asking for information
10
The Aspen Clinic system of calling patients who haven't come in a while is called ______________.
Calling to confirm
Suspense
Phone skills
Calling WCB's
11
What information do you need to gather BEFORE reading the info call script?
Phone number
Date of birth
First and last name
How they heard about us
12
What are some Aspen Clinic "words to avoid" on the phone?
The doctor isn't in
Filler words like um, you know, or things like that
All of the above
Dollar
13
If the info call asks about price, your answer should start with:
It will be $110
That depends on which program you choose
It's usually $____, but now it's only $_____
You couldn't have called at a better time...
14
Why is the phone one of the most important parts of the Aspen Clinic?
It's in every room of the office
It's what we use to call to confirm
Because Steve says so
It's where our patients come from
15
If a patient calls to CANCEL an appointment, what should you do?
Cancel the appt and tell them to call us when they're ready to come back
Remind them they will get reminders and can move it again if needed
Whatever possible to keep them in the appointment book
Offer same time next week to reschedule
16
We want to try to avoid interupting the caller/patient while speaking with them on the phone.
False
True
17
Your phone tone should reflect your mood.
True
False
18
It's okay to go off the info call script.
True
False
19
Before hanging up the info call, what else should you say to the new patient:
Our paperwork is available online
All of the above
Do you know where we are located?
We will give you a call the day before to remind you
20
When calling to confirm, you can remind NEW patients to fill out their paperwork ahead of time.
True
False
21
How do you want to close an info call?
Have a great day!
Bye bye!
See you ___________!
We look forward to meeting you!
22
When should "Refill Date WCB's" be called?
When calling to confirm that refill date
They do not need to be called
Once a month
For suspense
23
After reading the script, what is the next step?
Offer two orientation times - would either of those work for you?
Get their D.O.B.
Offer two orientation times - which would be better for you?
Tell them the cost
24
Before hanging up the phone, what are some things to do?
Make sure they leave with a positive impression of the Aspen Clinic
Summarize key points/ reason patient called
All of the above
Say thank you for calling
25
Which of the following should you NOT say while calling to confirm?
Their appointment time
Their appointment date
To call if they need to cancel or reschedule
Who is calling and the office phone number
26
Your number one goal with an info call is to ____________________.
Be happy and enthusiastic
Get their information
Nail the info call script
Book the appointment
27
What are some Aspen Clinic approved professional words for the phone?
Absolutely, certainly (instead of OK)
Yes (instead of yeah)
Let me find out for you (instead of I don't know)
Mr/Mrs + Ma'am/Sir
28
If a patient calls to SCHEDULE an appointment, what are the first things you should ask?
What day of the week works best for you?
Which doctor would you like to see?
Are you looking to see the doctor or just do injections?
Have you been here before? Or is this your first time?
29
If a patient asks a question and you don't know the answer:
Say "I don't know"
Tell them "I'm not sure, but I'll find out for you"
Just make something up
Answer as close as you can
30
The phone should always be answered
Within 2 rings
Before it stops ringing
Within 3 rings
By the person closest to it
31
If you are in the office alone, if other line rings while on the phone, it is okay to put the 1st caller on hold.
True
False
32
Calling is better than texting because
It's less time consuming
It gives you an opportunity to solve problems
It's easier to schedule
It is more personal
33
Aspen Clinic employees can keep their personal cell phone:
In their pocket - on silent
None of these
On the front counter where they are working
In the desk drawer
34
Texting is more personal than calling.
False
True
35
Your "phone voice" should be different than your regular voice.
True
False
36
All "no shows" should be called to try to reschedule their missed appointment.
False
True
37
Why does enthusiasm matter when answering the phone?
Patients are scared of what the weight loss clinic will be like
Patients are nervous/embarrassed to call us
All of the above
We want to sound significantly better/ more impressive than the competition
38
The only person in an office who can have their cell phone on them is the manager for if Barbie or Steve calls.
False
True
39
It's okay to eat or drink while on the phone with a patient as long as they can't hear you.
True
False
40
Aspen Clinic phone lines are open and calls are expected to be answered between (except early or late days/Sat):
8:30am-5:00pm
8:30am-4:59pm
8:31am-4:59pm
8:31am-5:01pm
41
Your tone on the phone matters, unless it's the end of the day and you're tired or moody.
False
True
42
If you don't book an info call, you should call that person back a few days later and try to book them.
False
True
43
The first step of being "phone mindful" is
Memorizing the info call
Having a phone on or near you at all times
Checking voicemails in the morning
Charging the phones at night
44
If a caller is negative or angry, it is important to always
Maintain professionalism
Stay positive
Get fiesty with them back
Sympathize and apologize - try to find a solution
45
If a REFILL patient calls and ask for the cost of their visit, tell them
When is the last time you came in?
It's going to be $100
Give me one second and let me grab your chart
It's only 100
46
If a patient is asking to book on a non-clinic day, tell them:
I do not have availability that day, but can do *next two available dates*
We are fully booked
We don't see patients that day
The doctor isn't in that day
47
It's important to stop other tasks while on the phone and focus solely on the call.
True
False
48
Aspen Clinic employees can use their cell phones:
Outside of doctor hours
When they clock out
Throughout the day
On lunch breaks
49
Before ending an info call, what additional information do you need from the patient?
Zipcode
Date of birth
Email address
Insurance info
50
If a patient doesn't specifically ask about something, you don't need to discuss it on the phone.
True
False
51
If you find a patient has an unclear PMP, you should alert the manager so:
They can call the patient
To show the doctor later
To show them
We can flag the chart
52
It's a __________,___________ day at the Aspen Clinic, this is ______ - how can I help you?
fit, fabulous, name
happy, healthy, Barbie
2 excitement words, first name
super, great, Stacy
53
Before hanging up the phone, be sure to let the patient know the body composition cost.
False
True
54
If a patient calls because they lost their Rx, tell them no worries we can replace it.
False
True
55
When it's 10-15 min past a patient's appointment time and they have not arrived, you should ___________.
Shoot them a text
Call and see if they are going to make it
Wait until after clinic to deal with their chart
Mark them as a no show
56
At the end of a call, your ultimate goal is to make sure the patient hangs up ___________.
First
Because they're mad
Happy
and calls another clinic because they are unsatisfied.
57
Using an Apple Watch to text or check messages does not violate the Aspen Clinic cell phone policy.
True
False
58
You should always try to call a patient BEFORE texting them.
True
False
59
If a patient's family member calls asking about the patient's appointment time, look it up in Zenoti and tell them.
False
True
60
Your tone while leaving a voicemail should be just as enthusiastic as when speaking on the phone.
True
False
