Administrative Office Procedures and Management

Reg works at a sporting goods store. Which is the best way to answer the store's telephone on a busy day?

• What's up?
• Thanks for calling XYZ Sports. This is Reg. Can you call next week?
• Thanks for calling XYZ Sports. This is Reg. Can you please hold for one moment?
• Thanks for calling. Please call after 15 minutes.

Which storage method requires that each record be read completely to determine the filing segment?

• Plastic storage method
• Subject storage method
• Clear storage method

A subject filing system can be a direct or indirect access system.

• Maybe
• No
• Yes

The office administrator needs to be organised and a fast learner, pays attention to detail, and has the ability to work on his own as well as in a team.

• uncertain
• disagree
• agree

Ge keyed a business letter at work. All lines in the paragraphs start at the left margin. Which format did he use?

• friendly letter
• block
• modified style
• semi-block

Wendy decided that she wants the title to stand out with a darker font. What formatting option would she use?

• underline
• italic
• bold

The accuracy and efficiency of tracking physical records can be improved using bar codes.

• Yes
• Maybe
• No

Toto is delivering a sales presentation. During his presentation, he should do all the following EXCEPT ---.

• Smile and greet the participants.
• Give an interesting trivia related to his topic.
• Look down and read directly from his notes.

__________ secretaries work in the medical office environment.

• diverse
• medical
• office administration
• receptionist
• set of skills

What spacing should be used between the complimentary close and the keypad signature line?

• double
• single
• triple
• quadruple

Which part of the table is centered, bold, and all caps?

• body text
• main title
• sub title

A _______________ works in the field of law, in a lawyer’s office. They usually work under the supervision of a lawyer.

• legal secretary
• journalist
• political analyst

Keyboard combinations are better know as:

• keyboard warriors
• computer assistance
• shortcuts
• monitor

The shortcut combination to copy is:

• CTRL-G
• CTRL-D
• CTRL-F
• CTRL-C

Rapport is building a relationship with a customer.

• True
• False

Which storage method requires the use of an accession log?

• Alpha-numeric storage method
• Numeric storage method
• Alphabetical storage method

To move a file you can...

• select file and hold left mouse button to drag.
• select copy and hold left mouse button to drag.
• select paste and hold left mouse button to drag.
• select shut down and hold left mouse button to drag.

Vertical drawer cabinets are the traditional storage cabinet for physical records

• Maybe
• Yes
• No

Documents that have no value to the organization are still considered records and should be kept.

• Yes
• Maybe
• No

What is the message of a letter called?

• dateline
• complimentary close
• signature
• body

Working as a ______________ allows you to interact with different people, and it is an occupation that is found in a variety of fields.

• diverse
• medical
• office administration
• receptionist
• set of skills

Ada is keying a report. What is appropriate alignment for the main title?

• left
• center
• page down
• right

Archive Records with historical value that are preserved permanently are called:

• True
• False

The shortcut combination to cut is...

• CTRL-Z
• CTRL-M
• CTRL-X
• CTRL-U

When it comes to pursuing a career in ________________, the options are many, and they allow you the opportunity to enter a variety of industries.

• diverse
• medical
• office administration
• receptionist
• set of skills

What document type is a formal correspondence sent from a business to another business or to an individual?

• Business Letters
• Love Letters

The shortcut combination to UNDO is:

• CTRL-K
• CTRL-M
• CTRL-Z
• CTRL-N

When should text messages NOT be used in the workplace?

• to provide a quick response
• to ask a simple question
• to inquire about the latest gossip
• to share urgent information

What are Times New Roman and Arial?

• special keys
• spacing
• fonts
• number keys

This is an example of non-verbal communication.

• saying "hi!"
• demonstrating the rules
• eye contact

When Ada's cursor gets to the end of the last line in a paragraph, what is the best way for her to get the cursor to the next line?

• re-type everything
• indent left
• indent center
• keep typing

The shortcut combination to paste is:

• CTRL-Z
• CTRL-D
• CTRL-U
• CTRL-V

Which of the following is an example of a professional e-mail address?

• [email protected]
• [email protected]
• [email protected]

Most applications of micro-form storage are for records that are accessed frequently.

• Maybe
• No
• Yes

Ge needs to place a non-urgent order with the sales representative at an office supply company. What should Ge not do if the representative does not answer the phone?

• He should leave a voicemail that includes his name, company, and phone number.
• He should lecture the representative about proper phone etiquette.
• He should inform through voicemail the reason why he was calling the company.

The office administration can be seen as the backbone of a company.

• True
• False

An office manager is responsible for a limited set of administrative tasks.

• True
• False

Ada wants to left align her text at 3 inches on the horizontal ruler. What feature should she use?

• home
• print screen
• insert
• tabs

The shortcut combination to DELETE is:

• CTRL-Y
• CTRL-U
• CTRL-D
• CTRL-X

Records management is the systematic control of records, from the creation or receipt of the record to its final disposition.

• True
• False

Along with having the right _____________, the legal secretaries also need to understand the terminology and processes within a law firm.

• diverse
• medical
• office administration
• receptionist
• set of skills

These include gestures, facial expressions, and body positions.

• Non-verbal communication
• verbal communication

Ada wants to duplicate the first sentence in a a paragraph one and insert it as the first sentence in paragraph three. Instead of retyping the sentence, she would use which formatting features?

• CTRL + tab
• copy and paste
• alt + 164
• CTRL + enter + insert

Good customer service is the ability of an organization to constantly and consistently exceed ---.

• the customers perceptions
• the customer's expectations
• the customer's decision making-process

Pete reminded his assistant to quadruple the space after complimentary close. Why is the space needed?

• attachment
• signature
• design

This is a statement that a situation is unsatisfactory or unacceptable.

• care
• contemplate
• curse
• complaint

Being a journalist is all about providing support, with duties such as scheduling meetings and appointments, answering phone calls and e-mails, organising documents, making travel arrangements, producing reports and ordering supplies when needed.

• disagree
• uncertain
• agree

Ada left out the first word of the sentence. Which operational key on the keyboard will take her to the beginning of the line the fastest?

• end
• tab
• ctrl + alt
• home

Carla works at an accounting office. Which of the following should she must not do before sending a wok-related e-mail?

• proofread the grammar
• cc. everyone who should be informed about the letter
• use texting and slang lingo

When is it not appropriate to shake hands with someone?

• before the presentation
• in the middle of the presentation
• after the presentation

Legal secretaries perform __________________functions, which include preparing legal documentation that is authorized by the lawyer.

• clerical and administration
• managerial and supervision
• driving and assisting

Communicating non-verbally through conscious or unconscious gestures and movements is called?

• body language
• mannerism
• habit
• social actions

To open a file you have to double click the file.

• True
• False

Len is participating in a conversation. Which did not demonstrate a good listening skill?

• browsing the Facebook account
• nodding
• making eye contact

In order to comprehend a message, you must be ---.

• speaking profusely
• actively listening
• writing the notes fast

When working in office administration, there are limited opportunities available.

• True
• False

Zoe is a computer technician. An older customer is asking the same questions repeatedly. What should Zoe must NOT do?

• Demonstrate the answer.
• Try to draw the explanation.
• Use a different word.
• Inform the customer that he had already answered the question.

Office administration also provides the opportunity to work in specialized areas. Roles in these areas may require specialized knowledge of the ______________used in the specific industry.

• fund
• terminology
• activity

For chronological filing, physical records are arranged by reverse date order within a file folder.​

• True
• False

Olivia is careful of how she communicates with people at work. Which is NOT an example of positive non-verbal communication?

• smiling
• saying, "excuse me"
• nodding

An example of verbal communication is ---.

• nodding
• shaking hands
• winking
• phone conversation

Which one is not a type of communication?

• non-verbal
• inquisitive
• verbal

An Image or a photograph will use the following extension.

• .klaus
• .html
• .gif
• .jpg

The ________________is the face of the company and needs to have excellent written and verbal communication skills, a friendly manner and a professional demeanor.

• writer
• doctor
• receptionist

The field provides opportunities to work in__________ environments, and it allows the person to work with a variety of people on a daily basis.

• diverse
• medical
• office administration
• receptionist
• set of skills

To rename a file you have to...

• Left-click the mouse and press rename
• Right-click the mouse and press rename
• Double-click the mouse and press rename
• Right-click the mouse and press delete

When writing a personal business letter without letterhead, what should be keyed first?

• introductory statement
• inside address
• timeline
• dateline

The following are examples of active listening except one.

• staring out the window
• smiling to the speaker
• nodding at some point
• clarifying some issues

For the alphabetic storage method, a special folder holds records for names that do not have enough records (usually three to five records) to warrant an individual folder.

• Yes
• No
• Maybe

Communication skills are vital to individuals and businesses.

• True
• False

Which of the following is not an example of proper telephone etiquette in the workplace?

• saying one's name and the department where the speaker is working
• telling the caller that she will transfer his call
• rushing the caller to get off the phone
• asking the caller the reason why he was calling

What word processing feature moves text to the next line by striking the enter key?

• hanging indent
• delete
• backspace

Confidential information is data that should be kept private or secret from those who are not authorized to have access to this information.

• True
• False

Marge is resigning from her company. Which is the best way for her to communicate this information?

• Just stop coming to work.
• Send a letter through e-mail.
• Speak to her supervisor in person.

As an administrative professional, you generally will be the person who creates a retention schedule for the company’s records.

• True
• False

A ______________is responsible for managing the front of the office.

• receptionist
• legal secretary
• medical transcriptioner

Which storage method uses the letters of the alphabet to determine the order in which a record is filed?

• Alphabetic storage method
• Numeric storage method

Which of the following items is used to separate the file drawer into sections

• File guide
• Number guide
• Alphabet guide

Ada is attending a work meeting. When is it appropriate for her to use her smartphone?

• If the speaker is boring and the topic is super easy.
• If she is the top player of Candy Crush game.
• If she is bored and she has nothing to do.
• If the meeting specifically requires the participants to access information on-line.

Maria is in a face-to-face interview. Which is NOT an example of positive non-verbal communication?

• making eye contact
• grinning from ear to ear
• sitting-up straight