Administrative Office Procedures and Management

An example of verbal communication is ---.

• nodding
• shaking hands
• winking
• phone conversation

The shortcut combination to UNDO is:

• CTRL-K
• CTRL-M
• CTRL-Z
• CTRL-N

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

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

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

• speaking profusely
• actively listening
• writing the notes fast

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.

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.

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

• introductory statement
• inside address
• timeline
• dateline

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

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

• Maybe
• No
• Yes

Communication skills are vital to individuals and businesses.

• True
• False

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.

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

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

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

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

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

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

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.

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

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

• True
• False

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

• hanging indent
• delete
• backspace

What are Times New Roman and Arial?

• special keys
• spacing
• fonts
• number keys

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 paste is:

• CTRL-Z
• CTRL-D
• CTRL-U
• CTRL-V

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.

What is the message of a letter called?

• dateline
• complimentary close
• signature
• body

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

• File guide
• Number guide
• Alphabet guide

These include gestures, facial expressions, and body positions.

• Non-verbal communication
• verbal communication

__________ secretaries work in the medical office environment.

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

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

• Yes
• Maybe
• No

When is it not appropriate to shake hands with someone?

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

A ______________is responsible for managing the front of the office.

• receptionist
• legal secretary
• medical transcriptioner

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.

The following are examples of active listening except one.

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

Keyboard combinations are better know as:

• keyboard warriors
• computer assistance
• shortcuts
• monitor

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.

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

• attachment
• signature
• design

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

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

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

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

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

• True
• False

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

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

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

• care
• contemplate
• curse
• complaint

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

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

• underline
• italic
• bold

This is an example of non-verbal communication.

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

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

• Maybe
• No
• Yes

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

• True
• False

Vertical drawer cabinets are the traditional storage cabinet for physical records

• Maybe
• Yes
• No

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

• body text
• main title
• sub title

Rapport is building a relationship with a customer.

• True
• False

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

• True
• False

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

• True
• False

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

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

• True
• False

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

The shortcut combination to copy is:

• CTRL-G
• CTRL-D
• CTRL-F
• CTRL-C

Which storage method requires the use of an accession log?

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

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

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

• True
• False

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

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

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

• body language
• mannerism
• habit
• social actions

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

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

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

• browsing the Facebook account
• nodding
• making eye contact

An Image or a photograph will use the following extension.

• .klaus
• .html
• .gif
• .jpg

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

• left
• center
• page down
• right

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

• double
• single
• triple
• quadruple

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

Which one is not a type of communication?

• non-verbal
• inquisitive
• verbal

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

• home
• print screen
• insert
• tabs

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

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

The shortcut combination to cut is...

• CTRL-Z
• CTRL-M
• CTRL-X
• CTRL-U

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

• Yes
• Maybe
• No

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 shortcut combination to DELETE is:

• CTRL-Y
• CTRL-U
• CTRL-D
• CTRL-X

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