A system that plays a recorded announcement and records and stores telephone
messages is called
a. voice mail.
b. electronic mail.
c. instant messaging.
d. conference mail.
Which of the following is the correct order for arranging these names in alphabetic
filing order?
a. First Street Bakery, Twenty-one Club, 1st National Bank, 50+ Garden Gals
b. 1st National Bank, First Street Bakery, Twenty-one Club, 50+ Garden Gals
c. 1st National Bank, 50+ Garden Gals, First Street Bakery, Twenty-one Club
d. 50+ Garden Gals, Twenty-one Club, First Street Bakery, 1st National Bank
Which of the following is an example of an empathy statement?
a. I’m sorry your shipment did not arrive on time.
b. We appreciate your business.
c. I can imagine it is frustrating when a shipment does not arrive when you expect it.
d. Both A and B
Match each term with the correct statement below.
a. corporation
b. government entity
c. limited liability company
d. nonprofit corporation
e. partnership
f. S-corporation
g. sole proprietorship
h. strategic planning
i. system
j. virtual assistant1>A form of business that is similar to a for-profit corporation, but
generally exempt from income taxes and qualifying as a charitable organization for
donors2>A type of corporation that has 75 or fewer stockholders3>A group of
independent but interrelated elements that make a unified whole, such as the
departments or units in a business4>A form of business that combines the tax
advantages of a partnership with the limited liability of a corporation5>The process of
defining an organization’s long-term mission, assessing the current business
environment, anticipating changes in the environment, and developing strategies for
achieving the mission6>One ofthe three basic forms of a business, owned by
stockholders who buy shares of stock in the business7>A self-employed administrative
assistant who works from a virtual office to provide off-site administrative and/or
personal assistance to clients8>One ofthe three basic forms of a business, owned and
controlled by an individual9>An office, department, or agency that carries out a
function of state, local, or national government10>One ofthe three basic forms of a
business, an association of two or more people as co-owners of a business
The transmission of electronic information (text, data, voice, video, and images) from
one location to another is
a. telecommunications.
b. phishing.
c. spamming.
d. telephony.
Human relations skills are demonstrated by
a. showing respect for others.
b. having empathy for others.
c. showing support for the skills and ideas of others.
d. All the above
An expense report should include
a. the employee’s name and department.
b. the date and amount of expenses.
c. the employee’s signature and the date.
d. All the above
To visually represent a problem, help clarify points, and help yourself see an issue
differently, you should use
a. cohesion.
b. brainstorming.
c. starbursting.
d. mind mapping.
Which of the following is a disadvantage to a face-to-face meeting?
a. People can observe and respond to the body language of participants.
b. Socializing can consume part of the meeting time if it is not controlled by the leader.
c. More group members are likely to participate in a face-to-face meeting.
d. All the above
Which of the following is not an example of being responsible?
a. being accountable for your duties and actions
b. owning up to your mistakes
c. finding another person to blame
d. correcting a situation that you have caused
One of the most common reasons that people fail to advance in their careers or are let
go from their jobs is
a. lack of technical skills.
b. lack of critical-thinking skills.
c. the inability to get along with others.
d. the failure to be productive.
Indirect order should be used for messages that contain
a. positive news.
b. neutral news.
c. negative news.
d. All the above
During the question-and-answer portion of a presentation
a. make up a plausible answer if you do not know the answer to a question.
b. be sure you understand the question before answering.
c. repeat the question so everyone can hear it.
d. Both B and C
Rail travel
a. providers do not have online reservation services.
b. is used by more business travelers in the United States than air or car travel.
c. is seldom used for business travel in the United States because it takes more time
than traveling by air.
d. is available in most rural areas of the United States.
When completing a bank reconciliation
a. add interest paid on the bank account to the bank statement.
b. deduct amounts for bank fees from the checking account balance.
c. add amounts for outstanding checks to the bank statement balance.
d. deduct amounts for outstanding deposits from the bank statement balance.
Which type of workers plans, coordinates, and supervises the work of administrative
assistants and support staff?
a. office managers
b. coworkers
c. human resources associates
d. information processing workers
The opening for a presentation
a. should take about half the time allotted for the presentation.
b. should not be a joke or story.
c. should get the audience€s attention.
d. All the above
Match each statement to the item listed below.
a. commitment
b. compassion
c. ethics training
d. fair
e. federal law
f. honesty
g. integrity
h. plagiarism
i. OSHA
j. whistleblower1>Honesty, accountability, and high ethical standards
(IAAP)2>Steadfastness in goals (IAAP)3>The quality of refusing to deceive, cheat, or
steal4>Acting without prejudice or favoritism5>Kindness and consideration toward
others6>Helps you understand the core values, code of ethics, and ethical policies of
your employer7>Copying and pasting information from the Internet8>A person, usually
an employee, who discloses to the public or to authorities wrongdoing in a company or
government department9>Enforces standards for safe and healthful working
conditions10>Protects workers from being discriminated against because of their age, a
disability, gender, race or ethnicity, religion, or pregnancy
When you are evaluating an organization as a possible employer, the products or
services offered by the organization should not be a consideration.
Most private mail delivery companies do not offer guaranteed overnight or second-day
delivery of items.
In most offices, you can easily focus on a single task or project without interruptions.
To avoid keeping records longer than needed, organizations use a records retention
schedule.
Both private and state-operated employment agencies are available in most areas.
Working with people who show respect is the top motivator of employees.
When listening actively, you have a definite purpose in mind.
When giving a presentation, you should reinforce the point that you are making by
giving different explanations or examples of the point.
An effective leader sees herself or himself as competent and able to do the job.
When evaluating a meeting, the meeting leader should not consider whether the purpose
of the meeting was accomplished.