1. Which of the following is the best example of professional appearance for a veterinary assistant?
A. Scrubs with casual accessories such as dangling earrings and tattoos
B. Shorts with flip-flops and a company tee-shirt
C. Comfortable blue jeans with a smock and new running shoes
D. A clean, pressed uniform with a name badge and hair neatly groomed or tied back
2. A subtraction from a customer’s account balance due to a professional discount or write-off is called a/an
3. Which of the following is not performed when receiving an inventory shipment?
A. Check for damage to packaging.
B. Record expiration dates of products.
C. Ensure items listed on the packing slip are present.
D. Record items on “Want List.”4. Which of the following is not preferred practice when accepting a check as payment?
A. Accepting checks that are signed, dated, and properly completed
B. Immediately stamping the back with the practice’s deposit endorsement
C. Accepting checks that are marked “Payment in Full” on the back
D. Refusing checks made out for more than the amount due5. Jerry, a veterinary assistant, has been asked to call a client about a past-due account. He handles the telephone call well—he explains to the client that he’s sure the nonpayment is just an oversight. Jerry even asks the client how her cat is doing, and mentions that the veterinarian has a payment plan available. The client promises Jerry that she’ll mail in the full payment on Friday when she gets paid. What should Jerry do?
A. Move on to the next client, as a promise to pay is all that’s needed.
B. Write down when the client promises to pay, in case he has to make a follow-up call.
C. Check with the veterinarian before telling the client this is okay.
D. Tell the client that she must make a partial payment today and set up a payment plan.6. Which of the following is true of the accrual basis of accounting?
A. Accrual accounting makes record keeping simpler than cash-basis accounting.
B. Accounts are updated even when customers use credit to pay for services.
C. Revenues are recognized only when payment in cash is received.
D. Expenses are recognized only when they’re paid in cash.7. To work in a veterinary practice, all employees must complete a Form I-9. What information does this form provide to the veterinary clinic?
A. The number of exemptions claimed by the employee
B. The amount of wages earned at the employee’s last job
C. The employee’s eligibility to work in the United States
D. The amount of taxes withheld at the employee’s last job8. Which of the following do not require a veterinarian’s signature?
A. Health certificates
B. Spay/neuter certificates
C. Consent forms
D. Rabies certificates9. Jesse and Bill are both stressed with work. To cope, Jesse exercises regularly and joined a community basketball team. Bill eats a healthy diet and makes sure he finds time to relax. Which of them is coping with his stress effectively?
A. Only Jesse
B. Both Jesse and Bill
C. Neither Jesse nor Bill
D. Only Bill
Read the following dialog and then answer the question.
Veterinary assistant: Dr. Dymond’s office. Mary speaking. Can I help you?
Caller: This is ***** *****. I need to speak to the veterinarian about my dog.
Veterinary assistant (as she pulls ***** *****’s file): Which dog is it, Mr. Smith?
Caller: Lady, the collie.
Veterinary assistant: And what’s the problem?
Caller: It’s complicated, so I should probably explain it to the vet herself.
Which of the following is the correct response in this case?
A. Mary should tell the client that the veterinarian is unavailable and ask the client to explain the problem to her.
B. Mary should tell the caller that the vet is unavailable and request that he make an appointment.
C. Mary should put the caller on hold and asked the veterinarian how she should handle the situation.
D. Mary should transfer the client’s call to the veterinarian.
11. Which of the following is true regarding updating information on a medical record?
A. If a mistake is made in pen, it should be whited out and corrected.
B. A single line should be drawn through a mistake and initialed.
C. Information should be entered in pencil on the record.
D. If a mistake is made in pencil, it should be erased and corrected.12. Which statement is the most appropriate to use when a client insists on talking to a doctor who is on her lunch break?
A. “She’s not here right now.”
B. “I’m sorry. The doctor isn’t available. May I help you?”
C. “I’m sorry. The doctor went out to lunch.”
D. “Is this an emergency?”13. All of the following are examples of how to communicate with an angry client except which one?
A. Move the client to a private area.
B. Listen attentively.
C. Avoid eye contact with the client.
D. Remain calm.14. Evacuation plans, locations of fire extinguishers, and emergency telephone numbers are located in the practice’s
A. OSHA document.
B. safety notebook.
C. procedures manual.
D. MSDS binder.15. Randy and Desi are veterinary assistants at different veterinary practices. If a client arrives for her pet’s appointment and Randy knows that the veterinarian is behind schedule, Randy tells the client about the delay and gives the client the choice of canceling or rescheduling. If Desi is in the same situation, he gives the client the choice of waiting or rescheduling. Which veterinary assistant handles the situation correctly?
A. Both Randy and Desi
B. Neither Randi nor Desi
C. Only Desi
D. Only Randy16. One difference between a source-oriented medical record and a problem-oriented medical record is that the
A. source-oriented medical record makes information retrieval much quicker.
B. source-oriented medical record provides a detailed medical history of the patient.
C. problem-oriented medical record is much quicker to complete than a source- oriented record.
D. problem-oriented medical record provides better legal protection for the practice.
17. You’re sorting the mail in the veterinary office where you work when you come across an envelope marked “Personal” addressed to the veterinarian. What do you do with this envelope?
A. Open the envelope and place it with the other mail for the veterinarian.
B. Read the letter and summarize the contents for the veterinarian.
C. Read the letter and respond to the problem or question personally.
D. Leave the envelope unopened and place it with the other mail for the veterinarian.18. The total of all amounts of money owed to the veterinary practice is known as
A. the debit balance.
B. accounts payable.
C. accounts receivable.
D. net income.19. When you answer the phone at the veterinary office, a person from a credit bureau asks about the status of a certain customer’s account. You should answer only questions pertaining to the customer’s
A. payment history.
B. account balance.
C. credit rating.
D. character.20. You’re covering the reception area in the veterinary practice where you work. One customer, Mr. Smith, has just had his dog examined and is about to leave without paying his bill. Payment in your office is expected when services are rendered. How should you handle the situation?
A. Let Mr. Smith leave, then send his name to a collection agency for not paying his bill.
B. Politely ask that he return to the desk, and quietly remind him that payment is due.
C. Let Mr. Smith leave, then call him on the phone to remind him he needs to come back and pay.
D. Shout if necessary, asking Mr. Smith to come back and pay his bill before he leaves.
21. When you’re using a call director, a slowly blinking light accompanied by a telephone ring indicates a/an
A. station in use.
B. call on hold.
C. incoming call.
D. conference call.23. When communicating with customers or coworkers in the office, an example of good body language is to
A. maintain close eye contact throughout the conversation.
B. maintain a casual and offhand attitude.
C. fold your arms over your chest.
D. give your full attention to the person who’s speaking.
24. FICA tax withholding refers to _______ taxes.
A. state and local
B. Social Security
C. employer’s quarterly
D. unemployment25. What type of information would you find on a “want” list in the veterinary office?
A. A list of supplies that are running low and need to be ordered
B. A list of merchandise that customers have special-ordered for their pets
C. A list of necessary OSHA guidelines for safety in the veterinary office
D. A list of skills that staff members would like to learn through cross training