Handling Difficult Patients
Instructions: A. Complete the form below with your name and address and ABO ID Number. We cannot process tests or send your CEC, if there are blank or incomplete fields.
B. Scroll through this window to view questions. For each question, choose the best answer A, B, C, or D and then use your mouse to check the corresponding button at right. There can only be one answer for each question.
C. Check to be sure all information is correct and that you have answered all questions. Press the Submit Test button below the answers to submit your test. Seiko will grade your test and send your CEC or notice of failure in 7 to 10 business days.

1. When a dissatisfied patient becomes agitated because of a recommendation you make, you should:
A. Defend your recommendation firmly.
B. Explain to the patient why what he or she wants is all
wrong.
C. Repeat the patient's concern and clearly explain the
reason for what you recommended.
D. Make every attempt to win the argument.

2. What do you do when you can't provide eyewear the same day and a patient wants his or her money back?
A. Steer the patient to a one-hour place in the mall
across the street.
B. Explain there can be no refunds.
C. Explain the technology involved for the Rx and why
additional time is required.
D. Tell the patient that there's no way he or she will
find anyone to fill the Rx the same day.

3. What can be done with patients who want AR-coated progressive lenses in one day?
A. Suggest ready-made readers to wear while progressive
lenses are being processed.
B. Explain that you use a high quality lab, offering
state-of-the-art processing and technology and why it's
worthwhile to wait for the lenses to be completed
to perfection.
C. Offer to have the lenses ready the next day without
AR coating.
D. Any of the above.

4. What do recent studies reveal most patients do when dissatisfied with service?
A. Complain directly to the doctor.
B. Complain later by letter or e-mail.
C. Do not complain but find another source for the service.
D. Tell the dispenser about their dissatisfaction.

5. According to the same survey, dissatisfied customers will tell how many people about their unsatisfactory experience?
A. More than 100.
B. Between five and 10.
C. At least two or three other people.
D. Between 10 and 20.

6. Why are some patients difficult to satisfy?
A. They are unable to communicate their needs.
B. They have had a bad experience in the past.
C. They are feeling ignored or overlooked.
D. Any of the above.

7. What is an "intimidator" type of patient?
A. A patient who repeatedly insists on getting his or
her own way.
B. A patient who is very shy and doesn't talk.
C. A patient who constantly asks for advice.
D. A patient who wants to talk about his or her
personal life.

8. Once a difficult situation is resolved, it can be helpful to:
A. Simply carry on with the next patient.
B. Take the rest of the day off.
C. Document the patient's record.
D. Take a few minutes in the back so you can maintain
a calm and positive attitude for the rest of the day.

9. It helps to use the patient's name repeatedly during dispensing as a way to:
A. Display that you two are good friends.
B. Emphasize that you have a personal relationship
with the patient.
C. Enable the patient to recognize your memory skills.
D. Make sure the patient doesn't think you're talking
to the wrong person.

10. How do you handle a patient who is dissatisfied but doesn't know what it will take to become satisfied?
A. Get the doctor involved immediately.
B. Tell the patient you can't help if you don't know
what he or she wants.
C. Explain to the patient that you only have limited
authority.
D. Listen carefully to what he or she says and try to
manage his or her demands.

11. Characteristics of effective listening include:
A. Ending a conversation quickly so you can go on to
other work.
B. Showing care and consideration for the patient's
complaint.
C. Trying to get the point across that the patient
doesn't understand your business.
D. Making sure the patient is aware that he or she
is interrupting your regular routine.

12. The "ambiguous" patient:
A. Avoids responsibility for his or her own decisions
by asking others to make them.
B. Is a patient who often regrets a decision after he
or she makes it.
C. Is often more hostile with the dispenser than
with the doctor.
D. All of the above.

13. When you get a patient who is a "rambler," you need to:
A. Listen to details about his or her personal life
without interrupting.
B. Spend whatever time it requires for him or her
to get to the point.
C. Ask open-ended and close-ended questions to keep
him or her focused on the problem.
D. Tell the patient you don't have time to listen to
anything but details about the problem.

14. What is the most important component in good service?
A. A good attitude on your part.
B. Popular brand-name products.
C. Useful product warranties.
D. A nicely decorated office.

15. What is the best body language to use that will reflect to the patient that you have a good attitude?
A. Stand straight when talking to the patient with
arms folded in front of you.
B. Lean forward slightly toward the patient while
maintaining direct eye contact with him or her.
C. Lean your elbow on the counter to display a relaxed
casual attitude.
D. Lean back in your chair and avoid direct eye contact
with the patient.