Question 1

The overall volume of your voice is known as the __ component.&#10;A) loudness&#10;B) pitch&#10;C) rate&#10;D) quality

Accepted Answer

Loudness refers to the volume of your voice.

Question 2

When making a call from Michigan at 9 AM to a business in New York that opens at 8 AM, which is likely to occur?&#10;A) It is too early to call.&#10;B) The business should be open.&#10;C) The time in New York is 7 AM.&#10;D) The time in New York is 10 AM.

Accepted Answer

When placing long-distance calls, you should consider the different time zones. New York is in the same time zone as Michigan (Eastern Time zone), so the business will have opened 1 hour prior to the call.

Question 3

A stand-alone answering machine has the capability to send messages to various locations.

Accepted Answer

The stand-alone answering machine differs from voicemail in that it does not have the option of sending messages to various locations.

Question 4

A hands-free telephone allows the administrative assistant to save time while multitasking.&#10;A) True&#10;B) False

Accepted Answer

A hands-free telephone allows the administrative assistant to work on the computer, access records, or perform some other task while talking on the telephone.

Question 5

When making an outgoing call, you should announce yourself by saying:&#10;A) &#34;This is Dr. Smith's office calling.&#34;&#10;B) &#34;This is Mary from Dr. Smith's office.&#34;&#10;C) &#34;Hi, this is Mary.&#34;&#10;D) &#34;This is Mary from the office.&#34;

Accepted Answer

When your call is answered, you should identify yourself and the name of the dentist for whom you are calling.

Question 6

Which of the following phrases should be eliminated from a dental healthcare worker's vocabulary?&#10;A) &#34;Open the tooth.&#34;&#10;B) &#34;Drill the tooth.&#34;&#10;C) &#34;Prepare the tooth.&#34;&#10;D) &#34;Examine the tooth.&#34;

Accepted Answer

This statement portrays a negative visual image and should not be used.

Question 7

What would be the best way to explain to a child that his tooth will be anesthetized?&#10;A) &#34;The dentist is going to give you a shot beside your tooth.&#34;&#10;B) &#34;Big kids don't cry.&#34;&#10;C) &#34;The dentist is going to put your tooth to sleep.&#34;&#10;D) &#34;When we do this, it will only hurt for a little while.&#34;

Accepted Answer

"The dentist is going to put your tooth to sleep." This is the best way to explain to a child that the tooth will be anesthetized because it conveys a good visual image and may help the child feel more comfortable.

Question 8

To develop a good personality on the telephone, which of the following characteristics should one possess?&#10;A) Alertness&#10;B) Naturalness&#10;C) Interest&#10;D) All of the above

Accepted Answer

To achieve a good telephone personality, you should develop the qualities of alertness, expressiveness, interest, naturalness, and distinctness.

Question 9

The percentage of patients who enter a dental practice by telephone is approximately:&#10;A) 50%.&#10;B) 75%.&#10;C) 80%.&#10;D) 90%.

Accepted Answer

For 90% of patients, the first contact is made by telephone.

Question 10

If the dentist wants to speak to several people in various locations at the same time, a ___ can be initiated.&#10;A) collect call&#10;B) call holding&#10;C) conference call&#10;D) cold call

Accepted Answer

If the dentist needs to talk to several people in various locations simultaneously, a conference call may be placed.

Question 11

An instant messaging system is a nonverbal way in which the dentist and dental staff can communicate within the office by means of a light system.

Accepted Answer

The answer of An instant messaging system is a nonverbal...

Question 12

Which of the following words provides patient comfort?&#10;A) &#34;Spit&#34;&#10;B) &#34;Pull&#34;&#10;C) &#34;Cut&#34;&#10;D) &#34;Old patient&#34;&#10;E) &#34;Former patient&#34;

Accepted Answer

The answer of Which of the following words provides patient...

Question 13

The person responsible for answering the telephones should possess which of the following characteristics?&#10;A) Self-confidence&#10;B) Good verbal skills&#10;C) Decisive&#10;D) All of the above

Accepted Answer

The answer of The person responsible for answering the telephones...

Question 14

When talking to a patient on the telephone, which is the most courteous action?&#10;A) Hang up as soon as possible.&#10;B) Whoever initiated the call should be the first to terminate it.&#10;C) Tell the patient when you are going to hang up.&#10;D) Close the conversation and hang up quickly so the patient does not continue the conversation.

Accepted Answer

The answer of When talking to a patient on the...

Question 15

Which of the following sentences should be avoided when communicating with a patient?&#10;A) &#34;Thank you for waiting, Mrs. Jones.&#34;&#10;B) &#34;The dentist is running late.&#34;&#10;C) &#34;I appreciate your cooperation.&#34;&#10;D) &#34;Mrs. Jones, the dentist will see you now.&#34;

Accepted Answer

The answer of Which of the following sentences should be...

Question 16

A transmission machine that scans a document and transmits an image of a document over a standard telephone line is a:&#10;A) pager&#10;B) scanner&#10;C) facsimile (FAX) machine&#10;D) cellular phone

Accepted Answer

The answer of A transmission machine that scans a document...

Deck 10: Telecommunications