Question 1

A hands-free telephone allows the administrative assistant to save time while multitasking.

Accepted Answer

A) True 
 B)False   True

Question 2

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

Accepted Answer

A) True 
 B)False  False

Question 3

The percentage of patients who enter a dental practice by telephone is approximately:

Accepted Answer

A)   50%.
B)   75%.
C)   80%.
D)   90%. D

Question 4

When talking to a patient on the telephone, which is the most courteous action?

Accepted Answer

A)   Hang up as soon as possible.
B)   Whoever initiated the call should be the first to terminate it.
C)   Tell the patient when you are going to hang up.
D)   Close the conversation and hang up quickly so the patient does not continue the conversation.

Question 5

To develop a good personality on the telephone, which of the following characteristics should one possess?

Accepted Answer

A)   Alertness
B)   Naturalness
C)   Interest
D)   All of the above

Question 6

The overall volume of your voice is known as the __ component.

Accepted Answer

A)   loudness
B)   pitch
C)   rate
D)   quality

Question 7

A transmission machine that scans a document and transmits an image of a document over a standard telephone line is a:

Accepted Answer

A)   pager
B)   scanner
C)   facsimile (FAX)  machine
D)   cellular phone

Question 8

Which of the following words provides patient comfort?

Accepted Answer

A)   "Spit"
B)   "Pull"
C)   "Cut"
D)   "Old patient"
E)   "Former patient"

Question 9

What would be the best way to explain to a child that his tooth will be anesthetized?

Accepted Answer

A)   "The dentist is going to give you a shot beside your tooth."
B)   "Big kids don't cry."
C)   "The dentist is going to put your tooth to sleep."
D)   "When we do this, it will only hurt for a little while."

Question 10

The person responsible for answering the telephones should possess which of the following characteristics?

Accepted Answer

A)   Self-confidence
B)   Good verbal skills
C)   Decisive
D)   All of the above

Question 11

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?

Accepted Answer

A)   It is too early to call.
B)   The business should be open.
C)   The time in New York is 7 AM.
D)   The time in New York is 10 AM.

Question 12

Which of the following phrases should be eliminated from a dental healthcare worker's vocabulary?

Accepted Answer

A)   "Open the tooth."
B)   "Drill the tooth."
C)   "Prepare the tooth."
D)   "Examine the tooth."

Question 13

Which of the following sentences should be avoided when communicating with a patient?

Accepted Answer

A)   "Thank you for waiting, Mrs. Jones."
B)   "The dentist is running late."
C)   "I appreciate your cooperation."
D)   "Mrs. Jones, the dentist will see you now."

Question 14

If the dentist wants to speak to several people in various locations at the same time, a ___ can be initiated.

Accepted Answer

A)   collect call
B)   call holding
C)   conference call
D)   cold call

Question 15

When making an outgoing call, you should announce yourself by saying:

Accepted Answer

A)   "This is Dr. Smith's office calling."
B)   "This is Mary from Dr. Smith's office."
C)   "Hi, this is Mary."
D)   "This is Mary from the office."

Question 16

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

A) True 
 B)False

Exam 10: Telecommunications