Communication and Customer Service — practice questions
8% of the exam ≈12 real questions 6 free questions here
12 scored items, and the domain candidates most often underestimate because the answers feel like common sense. They are not — they follow therapeutic communication rules, and the plausible-sounding option is usually the wrong one.
Where people lose points
- Open-ended questions gather information; closed questions confirm it. Most stems want the open-ended option.
- Reassurance like 'don't worry, everything will be fine' is a communication barrier, not comfort — it dismisses the concern.
- With an angry patient, the correct first move is acknowledging the feeling, not defending the office or explaining policy.
- Nonverbal signals carry more weight than wording in these items. Eye level, open posture and eye contact often decide the answer.
- Telephone questions test documentation as much as courtesy — what gets recorded, and what must be routed to the provider.
Drill: Communication and Customer Service
6 free questions from this domain, each with an explanation and a cited source. Timed at real exam pace.
6 questions
Pass line: 78%, same as the real exam
See the answer and explanation right after each question.