Principles Of Providing Administrative Services

1.

1 point

The main purpose of keeping records of business and travel details and costs is so that the organisation has

a list of people who have needed accommodation

a list of companies that have been used

information about the overall cost of business travel

an audit trail for tax purposes at year-end

2.

1 point

The main advantage of using a diary system to plan activities is because it will highlight

where all activities will take place

clashes and double bookings

how long each activity takes

exactly who is involved in each activity

3.

1 point

It is important for administrators to give customers a positive image of themselves and the organisation when making and receiving calls. This image best promotes the organisation as

Keen and forward-thinking

Reliable and professional

Responsive and fast moving

Proactive and innovative

4.

1 point

One way of keeping stationery waste to a minimum in an office is to

carefully file all stationery delivery notes

maintain an accurate stock in/out system

keep the cupboard key securely behind reception

keep the stationery cupboard tidy

5.

1 point

One reason to meet or exceed customer expectations is so that customers

do not make complaints about the level of service

can compare your service with that of competitors

try new products and services consistently

remain loyal to the organisation

6.

1 point

A manager has asked all of her administrators to refrain from printing out emails unnecessarily. By doing this she will help to reduce the

waste of paper in the office

number of emails left unanswered

time each administrator spends on email

amount of clutter in the office

7.

1 point

The best way to present a positive image of yourself when dealing with other people is to

dress smartly when dealing with clients

speak quietly in the office so that you do not disturb your colleague’s work

keep eye contact and communicate in a businesslike manner

ensure your desk is kept tidy and free from clutter when visitors are present

8.

1 point

You are required to present the report and accounts in book form for the next board meeting. To do this you will need to use a

Computer

Scanner

Laminator

Binding Machine

9.

1 point

Businesses must always try to avoid waste that is caused by

ordering stationery items regularly

the use of electricity

using paper in the office printer

repeated mistakes made by employees

10.

1 point

The main purpose for following the manufacturer’s instructions when using equipment is

so that only certain staff can use the machine

to make sure that the machine is used correctly and safely

to highlight issues with the organisation’s procedures

to ensure no call-out charges will ever be required

11.

1 point

One of the main reasons for having an appraisal meeting is to

identify training needs and make sure that those needs are delivered

discuss the weaknesses of a person’s working practices only

provide an opportunity for the employee to have input into how the department is run

discuss work successes and development needs with the team members

12.

1 point

An administrator has been asked to send a valuable parcel to a customer. The best external postage system for her to use is

DX mail

First class post

Registered mail

Next day delivery

13.

1 point

The main reason for correctly sorting incoming mail is so that the

Named recipients can collect the post if they wish

Post is easier to transport to the Post Office

Post is transferred to other departments quickly

Named recipient receives the post without delay

14.

1 point

The main purpose of confirming requirements for business travel and accommodation is so that the administrator

accurately arranges travel timings to suit the team member

knows how long the accommodation is booked for and how much the final bill will be

can decide whether to change the travel arrangements

can visit the accommodation website to look at the facilities

15.

1 point

A customer will best demonstrate his own needs to a company by

talking to the receptionist when he arrives

buying products that he has bought previously

waiting to be asked what he would like

transferring his business to a competitor

16.

1 point

An administrator has a feature on his telephone system that has the ability to keep the caller on the line whilst he goes to look for paperwork. This function is called a

Call onward function

Caller hold function

Call back function

Caller transfer function

17.

1 point

The administrator deals regularly with both internal and external customers. The main difference he has when communicating with them is that he is

more formal with external customers

more clear with internal customers

less clear with internal customers

less formal with external customers

18.

1 point

The best way to build positive relationships with customers is to

pass on complaints to your manager

tell them to always ask for you

actively listen and respond to their requests

tell them what you are able to do

19.

1 point

A large organisation has a group of receptionists maintaining service at the front office desk. This is to ensure that visitors are

greeted correctly, their details are logged for safety purposes and they are directed appropriately

greeted correctly, are given tea or coffee and are directed to a chair with some reading matter

greeted in a very formal manner to make sure they understand this is a professional organisation before they enter the premises

welcomed in a friendly manner and asked to wait whilst someone rings to find out where they should be

20.

1 point

When arranging a meeting, one of the first things to do is to

send out an email telling recipients what to bring to the meeting

send out the minutes from the last meeting

identify a suitable room and agree the agenda

find a suitable venue and arrange the lunch