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Telephone Skills for the Eyecare Office, Part 1

a modern optometry office with a friendly staff member answering a phone, bright and welcoming atmosphere

Enhance Your Telephone Skills in Eyecare

Boost your professional communication with our insightful quiz tailored for the eyecare office! Test your knowledge on telephone etiquette and ensure you leave a remarkable impression on your callers.

Learn the importance of a proper greeting.
Discover how your tone can set the mood.
Identify positive and negative triggers in phone conversations.

11 Questions3 MinutesCreated by EngagingCaller321

What is the lifeblood of a professional office of optometry?

The Telephone

Availability of exams

The optometrist

Selection and variety of frames

We want to leave the impression that our office is:

Caring, attentive, helpful

Knowledgeable, friendly, kind

In the office, aware, open

Fun, fantastic and friendly

The conversation will set a positive or a negative tone for the rest of the encounter

In the first few seconds

In the first 3 minutes

First three rings

In our voice mail message

Which of these is NOT a negative trigger in the phone call

Answering the phonecall within 3 rings

The phone call rings, rings, rings, rings,

Phone call goes to a voicemail

The greeting is too long

The tone of the greeting is mechanical

Which of the following would be an example of a good greeting

Hello, this is _____ with Schmidt Family Eyecare, how may I help you today?

Dr. Schmidts office....

This is ____ how can I help

Thank you for calling, will you please hold?

Mark all that apply for a positive trigger

Speak clearly

Do not use slang

Speak directly into the phone

Use intelligent and optical related terminology to "Wow" the caller

Use fluffy terms like "sugar" and "sweetheart"

Take a deep breath prior to answering the call

Keeping a note pad handy to

Jot down the person's name

Start your grocery list

Pass a note to the optician at the other computer

Doodle and draw as a relaxation tool

Most younger people, and some older folks, don't like to be addressed formally but many _________ prefer a formal address such as Mr., Mrs. Ms, Miss

Over 60

Females

Males

Under 60

Which of the following is not negative terminology

We can try

We can't

We won't

That won't work

Which is the proper statement if you need someone in the office to help with the call

I will connect you with someone who can help you with that

That is not my job

That is not my department

I just don't know

Caller frustration often results from

The feeling that he/she has not been given the opportunity to say everything they feel needs to be said

Letting the caller talk and "get it all out"

Listening and giving the verbal nods that you understand

Asking questions to clarify their concerns

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