Managing Lab-Dispenser Relationships
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1. One dispenser concern in today's competitive optical industry climate is:
A. Eyewear pricing
B. Product discontinuation
C. Lab consolidation and acquisition
D. Lab closure

2. Standard protocol for key job information exchange with your lab includes:
A. Assigning a key contact
B. Finding a new laboratory representative
C. Helping to hire new lab personnel
D. Calling the lab every hour on the hour

3. To ensure faster job turnaround, dispensers can:
A. Price shop other labs and present the list to lab
management
B. Rewrite the lab contract to include job turnaround
guarantees
C. Find one person at the lab to check with on every job
D. Determine work needed faster, list it, and meet with
lab management

4. To help improve quality work from the lab, you can:
A. Re-read the job order on the phone to the lab twice
B. Give the lab three months to show improvement
C. Utilize a quality control checklist
D. Threaten lab management with account closure

5. One way get the right tint colors from your lab is to:
A. Make your own tint samples for the lab to use
B. Check expiration labels on the lab's tint stock
C. Be sure to match dispensary and lab tint samples
D. Only use the lab for challenging tint jobs

6. A simple way to ensure correct credits from your lab is:
A. Copy every lab credit invoice and create a file
B. Insist on a credit review with the lab every two weeks
C. Work with only one lab person on credit review
D. Have your accountant review lab credits

7. When trying to cut lab costs, consider:
A. Sending only difficult work to the lab
B. Explaining managed care to your lab
C. Encouraging your lab to switch delivery services
D. Diversifying your lab base for the best price/quality

8. When not receiving the pricing, quality, and service required from your lab, you should:
A. Immediately pull all business from the lab
B. Research other lab options, then leave your lab
C. Meet with lab management to express concerns
and discuss options
D. Complain to the lab rep and other ECPs who use
the same lab

9. When defining what you require on each job:
A. Double check with all dispensary staff
B. Send in the frame on every job
C. Call the lab to discuss every job before placing
the order
D. Use the notes section on an order form

10. One way to help accuracy and expediting written orders is:
A. Take handwriting lessons
B. Print clearly and ensure printing doesn't run into
box margins
C. Print large-character numbers and letters
D. Take time to type rather than print orders

11. One top-10 lab order trouble spot is:
A. Pupillary distance
B. Slab-off
C. Base-up prism
D. High-minus prescriptions

12. When placing crucial rush orders, it's best to ask for:
A. Every job as a rush
B. Only difficult prescriptions as a rush
C. A "walk through"
D. A problem patient's job as a rush

13. When a lab says they can't run a job, it may mean:
A. The job order wasn't written correctly
B. The patient is known as a problem causer
C. The finished eyewear may not perform to expectations
D. The dispenser may not have considered every material
option

14. The average schedule to set for meeting with lab reps is:
A. Every six weeks
B. Every four weeks
C. Every six months
D. Every four months

15. Labs estimate that ECP-based redos run as high as:
A. 10 to 12 percent
B. Three to five percent
C. 15 to 20 percent
D. Six to 10 percent

16. The cost of redos is figured into:
A. Dispensary output
B. Lab pricing
C. Lab rep sales
D. Patient increase

17. If there's a known redo maker in your office, you should:
A. Fire them immediately
B. Tell them they'll be fired unless redos improve
in three weeks
C. Insist they take a series of high-tech dispensing courses
D. Talk privately with them, find out the cause, and set
a course of action

18. To understand what really happens in a lab, dispensers should:
A. Make arrangements to talk with lab management
B. Make arrangements to have lab management visit staff
C. Make arrangements for you and your staff to tour
the lab
D. Make arrangements for a surprise visit to your lab

19. One quality control checkpoint is:
A. Lenses are safely beveled
B. Doctor's Rx is correct
C. Only polycarbonate lenses used
D. Rolled and polished edges

20. When hiring a lab, you should ask:
A. How often does the lab close for remodeling?
B. What way does the lab bill customers?
C. How much money does the lab make annually?
D. What is the lab's preferred method of order
transmission?