Chapter 7

1.

1 point

Usually, when a person your executive will see calls at your office without an
appointment, you know him well enough to greet you him by name: “How are you,
Mr. Garcia? It is nice to see you again.” You might inquire about his family or ask
him about his vacation. Then ask him the nature of the unexpected visit, if you have
the least doubt as to whether your executive wants to see him, ask your executive
whether he will see the visitor.

a caller with an appointment

a caller with an appointment but whom your executive would not want to see

a caller without appointment

a caller without an appointment but whom your executive will see

2.

1 point

Caller refuses to state business, probably saying it’s personal. You might say

“I’m sorry Mr. Garcia. But Mr. de Vera sees people only by appointment. I make all his appointments, and I have to ask you what you want. You’ll understand, I’m sure that I am not being arbitrary, merely following instructions

(in a light, laughing manner): “I’m very personal secretary.’ Mr. Garcia, I’ve been with Mr. de Vera for many years now and there is little to do with his business or personal affairs that I do not know about.”

I’m sorry, Mr. Garcia, but I will have to know what it is you wish to see Mr. de Vera about because the first thing he will ask me when I tell him you are here is, ‘What does the gentleman wish to take up with me?’ and if I don’t know you well, you can see that I’d have to come back and ask you once again, and it would be just a waste of your time and that of Mr. de Vera.

all of the abover

3.

1 point

Each visitor should be greeted promptly, no matter what the secretary is working on at the
time.

True

False

4.

1 point

Before a visitor arrives, the secretary tries to ignore what the employer may need during
the visit

True

False

5.

1 point

expected callers make it necessary for the secretary to use extra discretion. If the
executive is free and wants to see the visitor, there is no problem. After secretly
conferring with her employer, the secretary can usher the person right in.

True

False

6.

1 point

Proficient secretaries should learn how to make “big” talks. They don’t have to
make long conversation with the visitors, but they must be able to make people feel
at ease.

True

False

7.

1 point

If the caller is already in your office, near your desk, it is better to go into your
executives office and tell him that the caller has arrived.

unexpected visitor

on the spot visitor

a caller with an appointment

a caller without an appointment

8.

1 point

With regards to employees at any level, the secretary must be as pleasant as she would to
outsiders.

True

False

9.

1 point

How to announce a caller?

If the caller is known to your executive and has visited the office before, you may nod to him and say something like, “Mr. de Vera is free. You can go right in” However, if it is the caller’s first visit, or he is an infrequent visitor, accompany him to the door of the executive’s office, open it if it is kept closed, step to one side and say “Mr. de Vera, Mr. Garcia.” Or “Mr. de Vera, here is Mr. Garcia.”

In that case, Mr. Garcia perhaps you will write Mr. de Vera a note. Just tell him briefly what you want to see him about and ask for an appointment. Then he can make his own decision.

I’m exceedingly sorry, Mr. Garcia, that I cannot be help to you, but office rules are office rules –they are made by Mr. de Vera himself, and not by me, and Mr. de Vera expects me to honor them. So if you cannot give me even a hint as to what business you want to take up with Mr. de Vera, I’m afraid that I cannot be of help to you in seeing him. I’m very sorry indeed. Good day

none of the above

10.

1 point

“I wish I could be more helpful to you, Mr. Garcia, but Mr. de Vera is
concerned with some emergencies and will be away for some time; and for that
reason, he must limit his engagements to those matters directly connected with his
business affairs. It will be some time before this situation changes and the only thing
I can suggest is that you take your matter up with him in writing.”

an expected visitor

an unexpected caller

an expected boss

a caller your boss doesnt want to see