Question 1

The lowest level of Maslow's hierarchy of needs is:

Accepted Answer

A)  self-actualization. 
B)  security. 
C)  social. 
D)  physiologic. 
A)  self-actualization. 
B)  security. 
C)  social. 
D)  physiologic. D

Question 2

In the dental office, nonverbal cues are very common.

Accepted Answer

A) True 
 B)False  True

Question 3

___ can occur when you are concentrating on an issue separate from the task at hand.

Accepted Answer

A)  Prejudging 
B)  Preoccupation 
C)  Perception 
D)  Interception 
A)  Prejudging 
B)  Preoccupation 
C)  Perception 
D)  Interception B

Question 4

Patient rights include all of the following except to:

Accepted Answer

A)  be informed of all treatment. 
B)  expect confidentiality of all records. 
C)  be taught how to maintain good oral health. 
D)  cancel dental appointments at a moment's notice. 
A)  be informed of all treatment. 
B)  expect confidentiality of all records. 
C)  be taught how to maintain good oral health. 
D)  cancel dental appointments at a moment's notice.

Question 5

Maslow's theory is based on the choices patients have, and Rogers' theory is based on the patient's own facts, experiences, and feelings.

Accepted Answer

A)  The first statement is true and the second statement is false. 
B)  The first statement is false and the second statement is true. 
C)  Both statements are true. 
D)  Both statements are false. 
A)  The first statement is true and the second statement is false. 
B)  The first statement is false and the second statement is true. 
C)  Both statements are true. 
D)  Both statements are false.

Question 6

Which of the following is not part of an office policy?

Accepted Answer

A)  Office hours 
B)  Payment policy 
C)  Infection-control policies 
D)  All of the above would be included in an office policy. 
A)  Office hours 
B)  Payment policy 
C)  Infection-control policies 
D)  All of the above would be included in an office policy.

Question 7

Newsletters are examples of which type of marketing?

Accepted Answer

A)  Internal 
B)  External 
C)  Both 
D)  Neither 
A)  Internal 
B)  External 
C)  Both 
D)  Neither

Question 8

The single most important characteristic in a staff member is an enthusiastic attitude.

Accepted Answer

A) True 
 B)False

Question 9

Which of the following is an example of internal marketing?

Accepted Answer

A)  Follow-up calls 
B)  Lectures 
C)  Directories 
D)  Media advertising 
A)  Follow-up calls 
B)  Lectures 
C)  Directories 
D)  Media advertising

Question 10

The most important person in the dental office is the:

Accepted Answer

A)  dentist. 
B)  dental assistant. 
C)  dental hygienist. 
D)  patient. 
A)  dentist. 
B)  dental assistant. 
C)  dental hygienist. 
D)  patient.

Question 11

The highest level of Maslow's hierarchy of needs is:

Accepted Answer

A)  physiologic. 
B)  security. 
C)  social. 
D)  self-actualization. 
A)  physiologic. 
B)  security. 
C)  social. 
D)  self-actualization.

Question 12

A patient in the reception room is clenching the arms of the chair. You notice this and respond by doing which of the following?

Accepted Answer

A)  Tell her that it won't be long until the dentist will see her. 
B)  Sit beside her, ask if she is okay, and try to make her comfortable. 
C)  Offer her a cup of coffee. 
D)  Offer her some antidepressants. 
A)  Tell her that it won't be long until the dentist will see her. 
B)  Sit beside her, ask if she is okay, and try to make her comfortable. 
C)  Offer her a cup of coffee. 
D)  Offer her some antidepressants.

Question 13

Of Maslow's identified needs, which one identifies best with one's reputation, recognition, and self-satisfaction?

Accepted Answer

A)  Esteem 
B)  Self-actualization 
C)  Social/love 
D)  Physiologic 
A)  Esteem 
B)  Self-actualization 
C)  Social/love 
D)  Physiologic

Question 14

It is recommended that dental office staff use terms that create a positive environment.

Accepted Answer

A) True 
 B)False

Question 15

Which of the following statements should you avoid during communication with a patient?

Accepted Answer

A)  "This won't hurt." 
B)  "You are making a wise investment." 
C)  "We will need about an hour." 
D)  "The dentist is with a patient." 
A)  "This won't hurt." 
B)  "You are making a wise investment." 
C)  "We will need about an hour." 
D)  "The dentist is with a patient."

The lowest level of Maslow's hierarchy of needs is:

In the dental office, nonverbal cues are very common.

___ can occur when you are concentrating on an issue separate from the task at hand.

Patient rights include all of the following except to:

Maslow's theory is based on the choices patients have, and Rogers' theory is based on the patient's own facts, experiences, and feelings.

Which of the following is not part of an office policy?

Newsletters are examples of which type of marketing?

The single most important characteristic in a staff member is an enthusiastic attitude.

Which of the following is an example of internal marketing?

The most important person in the dental office is the:

The highest level of Maslow's hierarchy of needs is:

A patient in the reception room is clenching the arms of the chair. You notice this and respond by doing which of the following?

Of Maslow's identified needs, which one identifies best with one's reputation, recognition, and self-satisfaction?

It is recommended that dental office staff use terms that create a positive environment.

Which of the following statements should you avoid during communication with a patient?

The Business of Dentistry

Dental Team Management

Legal and Ethical Issues in the Dental Business Office

Technology in the Business Office

Office Design and Equipment Placement

Working With Dental Office Documents

Storage of Business Records

Written Communications

Telecommunications

Appointment Management Systems

Recall Systems

Inventory Systems and Supply Ordering

Dental Insurance

Financial Systems: Accounts Receivable

Other Financial Systems

Infection Control Systems

Planning and Managing Your Career Path

Filters

Exam 3: Patient Management

The lowest level of Maslow's hierarchy of needs is:

In the dental office, nonverbal cues are very common.

___ can occur when you are concentrating on an issue separate from the task at hand.

Patient rights include all of the following except to:

Maslow's theory is based on the choices patients have, and Rogers' theory is based on the patient's own facts, experiences, and feelings.

Which of the following is not part of an office policy?

Newsletters are examples of which type of marketing?

The single most important characteristic in a staff member is an enthusiastic attitude.

Which of the following is an example of internal marketing?

The most important person in the dental office is the:

The highest level of Maslow's hierarchy of needs is:

A patient in the reception room is clenching the arms of the chair. You notice this and respond by doing which of the following?

Of Maslow's identified needs, which one identifies best with one's reputation, recognition, and self-satisfaction?

It is recommended that dental office staff use terms that create a positive environment.

Which of the following statements should you avoid during communication with a patient?

The Business of Dentistry

Dental Team Management

Legal and Ethical Issues in the Dental Business Office

Technology in the Business Office

Office Design and Equipment Placement

Working With Dental Office Documents

Storage of Business Records

Written Communications

Telecommunications

Appointment Management Systems

Recall Systems

Inventory Systems and Supply Ordering

Dental Insurance

Financial Systems: Accounts Receivable

Other Financial Systems

Infection Control Systems

Planning and Managing Your Career Path

Filters