Administrative assistants need
a. interpersonal skills.
b. communication skills.
c. a strong work ethic.
d. All the above
Decision-Making Steps
1> Determine strategies to overcome the barriers.
2> Choose the best strategy.
3> Decide what your goal is.
4> Evaluate the costs, benefits, and consequences of each strategy.
5> Identify barriers to meeting the goal.Which answer represents the correct order for
the decision-making steps presented in the chapter?
a. 1, 3, 4, 2, 5
b. 2, 1, 4, 3, 5
c. 3, 5, 1, 4, 2
d. 4, 3, 1, 2, 5
To effectively handle customer conflicts
a. listen carefully to customers’ problems.
b. do not accept blame on behalf of your department or company.
c. ignore trivial concerns and handle only major issues.
d. Both A and B
When taking a telephone message for someone, include
a. the caller’s name and telephone number.
b. the date and time of the call.
c. the exact message.
d. All the above
Items sent by U.S. Mail can be insured by selecting
a. Insured Mail service.
b. Registered Mail service.
c. Signature Confirmation service.
d. Both A and B
A legal or medical secretary needs
a. a knowledge of legal or medical terminology.
b. a professional credential.
c. an understanding of procedures in that field.
d. Both A and C
An example of poor table etiquette is
a. putting a utensil you are using on the table.
b. not putting your elbows on the table.
c. breaking a roll in half or into smaller pieces before eating it.
d. placing your napkin on the table when your host signals the end of the meal.
To record appointments, meetings, assignment due dates, and reminders, you should use
a
a. to-do list.
b. template.
c. planner.
d. vertical file.
Information about countries can be obtained from
a. consulates of the country to be visited.
b. travel books.
c. the Internet.
d. All the above
When opening incoming mail
a. discard all the envelopes right away.
b. open envelopes addressed to your supervisor that are marked “Confidential” first.
c. save all the envelopes for at least one day.
d. Both A and B
Match each item with the correct statement below.
a. coach class
b. e-ticket
c. expense report
d. first class
e. frequent flyer program
f. itinerary
g. jet lag
h. passport
i. travel agency
j. visa1) The lowest-priced seats on the airplane with the fewest amenities offered2) An
official government document that certifies the identity and citizenship of an individual
and grants the person permission to travel abroad3) An incentive program that provides
a variety of awards to flyers after the accumulation of a certain number of mileage
points4) The feeling of exhaustion following a flight through several time zones5) The
highest-priced seats on the airplane with the most amenities offered6) A document
granted by a government that permits a traveler to enter and travel within that particular
country7) A document that lists travel and other business expenses for an individual for
a specified time period8) A company that offers travel advice and makes travel
arrangements for clients9) A document that gives travel information such as flight
numbers, arrival and departure times, hotel and car reservations, and appointments10)
An electronic ticket that represents the purchase of a seat on a passenger airline
When deciding whether to use the U.S. Postal Service or a private mail company, you
should consider
a. when the item should reach its destination.
b. the cost of sending the item.
c. any safety precautions needed for the item.
d. All the above
According to General Ronald Fogleman, leaders with integrity are
a. sincere.
b. consistent.
c. good finishers.
d. All the above
Employee benefits
a. typically include vacation days but not paid holidays.
b. often include paid sick days.
c. are not a valuable part of an overall compensation plan.
d. Both A and B
A good method of avoiding procrastination is
a. finding someone else to do a task.
b. breaking a task into smaller steps.
c. waiting until another day to start a task.
d. Both A and B
When dealing with customers, you should
a. explain issues or points clearly or fully.
b. assume the customer already has all the necessary information.
c. discuss only the issues or points that are in question.
d. None of the above
Large companies are usually under the control of a
a. CEO.
b. board of directors.
c. COO.
d. CIO.
Which of the following assesses long-term performance in order to improve
performance that is inadequate or to reward performance that is exceptional?
a. informal evaluations
b. delegating
c. professional development
d. formal appraisals
A filing system in which records are arranged by number uses a(n)
a. alphabetic storage method.
b. subject storage method.
c. numeric storage method.
d. duplex storage method.
Ethics are accepted beliefs about what is right or wrong, good or bad.
On the original document, the name for the cross-reference should be underlined, the
filing segments should be numbered, and an X should be placed in the margin of the
document near the cross-reference name.
You should not use passwords that are based on personal information that can be easily
accessed or guessed.
A goal of businesses is to make more money than is spent in operating the business.
Virtual teams are effective but are expensive for an organization.
To create a budget, the company must estimate how much income will be received from
sales and other sources.