Deck 26: Medical Practice Marketing and Customer Service

Question 1

The first step in presenting an effective speech is to know the audience.

Answer 1

True

Question 2

Providing all employees with business cards is not a good strategy for a new practice.

Answer 2

False

Question 3

Free promotional ideas are rarely effective.

Answer 3

False

Question 4

Patients should be treated the same way as the medical assistant would want to be treated.

Question 5

Brochures in the physician's office can substitute for medical advice.

Question 6

The most important part of the Web site is the graphics.

Question 7

A monthly e-newsletter is a great marketing idea.

Question 8

External customers include the office staff.

Question 9

A URL is a Web address.

Question 10

Execution is a vital part of the planning process.

Question 11

Physicians should not consider college students as a viable market.

Question 12

It is appropriate to apologize to the audience if the speaker did not have ample time to prepare a speech.

Question 13

The four Ps of marketing include promotion.

Question 14

Providing helpful, personal service usually impresses even the most difficult patient.

Question 15

Most public relations strategies are expensive.

Question 16

Keeping the office open later one night per week is a marketing strategy.

Question 17

Speaking in public is many people's greatest fear.

Question 18

The medical facility should determine the characteristics of a typical member of the target market before developing a marketing plan.

Question 19

Medical assistants should not be expected to provide good customer service along with their other duties.

Question 20

Health fairs offer the physician a means of reaching new patients in the community.

Question 21

Something that is capable of being appraised at an actual or approximate value is said to be:

A)tangible
B)viable
C)believable
D)archaic

Question 22

A word or graphic on a page that takes the viewer to another page or another Web site is called a:

A)hyperlink
B)hypertext
C)uniform resource locator.
D)cookie

Question 23

Which action shows the best customer service?

A)Offering coffee to all patients
B)Greeting all patients by name
C)Waving as patients enter the office
D)Using a sign-in sheet

Question 24

Which of the following resources might be free to the medical practice?

A)Advice columns in newspapers
B)Getting involved in the local community
C)Participating in health fairs
D)All of the above

Question 25

Placement might refer to ______ the office.

A)the location of
B)the setup inside
C)where retail objects are in
D)all of the above

Question 26

Patients expect the staff to treat them with:

A)concern
B)care
C)confidentiality
D)all of the above

Question 27

The four Ps do not include:

A)product
B)practicality
C)placement
D)price

Question 28

Because the medical industry is so competitive, it is not considered unethical to advertise.

Question 29

Who would most likely be an internal customer in the medical practice?

A)The patient
B)The patient's family
C)The employees
D)The physician

Question 30

Patients usually tell the physician if they are not receiving good customer service from the medical assistants.

Question 31

What is generally used to keep others from altering the information on a Web site?

A)Link lock
B)Sophisticated software
C)Password
D)Copyright

Question 32

The employees of the office should be involved in promoting the practice because:

A)the physician has services to offer the community
B)a full schedule is more financially rewarding for the physician
C)the employees should see the practice as a business
D)all of the above

Question 33

Which of the following is not one of the three steps followed when preparing to implement marketing strategies?

A)Decide what objectives are most important.
B)Develop a specific plan.
C)Discuss other physicians' specific marketing plans.
D)Evaluate what is currently being done to increase patient flow.

Question 34

Under normal circumstances, businesses exist to make a profit.

Question 35

The first step in building a Web site is to:

A)upload the pages to a Web server
B)design the pages
C)define the objectives of the Web site
D)locate an appropriate Web server

Question 36

When an effort is made to create or change an attitude, belief, or perception through purchased broadcast time or print space, the company is usually:

A)advertising
B)conducting public relations
C)performing public service
D)none of the above

Question 37

What is the final step in developing a plan?

A)Research
B)Planning the concept
C)Assessment
D)Evaluation

Question 38

Some Web sites count the number of times they are accessed using a:

A)URL
B)cookie
C)hyperlink
D)hit counter

Question 39

What is the first step in developing a plan?

A)Research
B)Planning the concept
C)Assessment
D)Evaluation

Question 40

Staff meetings are not good times to brainstorm about target markets.

Question 41

The process or technique of promoting, selling, and distributing a product or a service is __________.

Question 42

Physicians in college towns may want to offer __________ rates for medical services.

Question 43

Something toward which effort is directed is a(n) __________.

Question 44

If the speaker does a good job, the audience will feel __________ after hearing a persuasive speech.

Question 45

The phase of planning during which the problem or goals are reviewed is the __________ stage.

Question 46

Providing __________ for all employees to distribute is a smart, inexpensive way to create awareness of the medical facility.

Question 47

The expert customer service provider has a knack for making the patient feel that he or she was __________ all the time.

Question 48

Poorly chosen phrases that suggest poor attitudes give the patient or visitor a(n) __________ view of the facility.

Question 49

One of the most popular and beneficial resources available to patients is the physician's __________.

Question 50

Patients expect to be treated according to the __________ rule.

Question 51

Without __________, many businesses fail.

A)insurance benefits
B)growth
C)marketing efforts
D)none of the above

Question 52

Color choices, __________, and fonts can enhance the look of a professional Web site.

Question 53

The process of using marketing and education strategies to reach and involve diverse audiences through key messages and programs is called:

A)advertising
B)targeting
C)outreach
D)marketing

Question 54

Patients are __________ customers in a medical facility.

Question 55

Once files have been uploaded to a Web site, the site should be __________ to make sure it looks the way it is supposed to look.

Question 56

A specific group of individuals to whom the marketing plan is focused is the __________ market.

Question 57

The medical assistant must be careful not to __________ photographs and graphics on a Web site.

Question 58

__________ boxes are a great way to get patient and employee input.

Question 59

Creating or changing attitudes, beliefs, and perceptions by influencing people with purchased broadcast time, print space, or other forms of written and visual media is called __________.

Question 60

Providing good customer service is a(n) __________ that each employee must make in the medical facility.

Question 61

An artificial device that replaces a missing part of the body is called a(n) __________ device.

Question 62

Each office needs a(n) __________ statement that identifies the reason the office exists.

Question 63

__________ should be nonadversarial and gentle so that the audience feels comfortable in making a decision.

Question 64

The process of using marketing and education strategies to reach and involve diverse audiences through the use of key messages and effective programs is called __________.

Question 65

The physician's __________ of the practice of medicine greatly influences the office's mission statement.

Question 66

Something that is __________ is capable of being precisely identified or realized by the mind.

Question 67

Most individuals speak __________ than normal when making a presentation.