Client Communication Quiz

When a client becomes upset about an unexpected estimate, the most effective first response is:

Immediately offer a discount

Explain why the procedures are necessary

Acknowledge their feelings and listen without interrupting

Call the veterinarian to handle the conversation

Which phrase demonstrates value-focused financial communication?

"This is going to be expensive, but we need to do it."

"This comprehensive panel helps us identify exactly what's causing Bella's symptoms so we can treat her effectively."

"I know it's a lot of money, but that's just what it costs."

"Most people just do the basic bloodwork to save money."

During phone triage, it's best to give clients your best guess about their pet's condition to save them a trip if it's not urgent.

True

False

When a client calls to discuss euthanasia, the most compassionate approach includes:

Scheduling the appointment quickly to avoid a long emotional conversation

Asking about their pet's quality of life and offering to answer any questions they have

Telling them it's the right decision to make them feel better

Transferring them immediately to a veterinarian

A client is raising their voice at the front desk about wait time. The best de-escalation technique is:

Match their energy to show you understand their frustration

Ask them to calm down or you can't help them

Lower your own voice, maintain calm body language, and validate their concern

Walk away and get the practice manager immediately

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