Question

1. Inter-personal relationships relate to:

a) persons meeting to plan events
b) attitudes and behavior towards others
c) the pattern of events in an office setting
d) private and personal matters

2. Reception area is the waiting area for visitors to a firm. Its location, physical arrangement and appearance:

a) create impressions on the minds of visitors.
b) indicate the profit margin of the organization.
c) must be selected by staff.
d) should be modern and trendy.

3. The person who is managing appointments for executives and managers must keep an on- going check of all appointments. What type of reminder system may be used?

a) neat sheets of scrap paper
b) the blank pages of the telephone directory
c) a tickler reminder system
d) ask a work colleague to remind you




4. Mr Teladia is a valued customer. His appointment with Mr Shaw has been cancelled because Mr Shaw must travel to St. Kitts on urgent business. The receptionist deletes the information from her records. What action should follow?

a) Be guided by Mr Shaw's work schedule and instructions as an offer is made for another date.
b) Forget about him.
c) Ask Mr Teladia to call when he feels like doing so.
d) Offer another date.

5. The tickler or reminder system normally follows the:

a) numerical system
b) alphabetical system
c) decimal system
d) chronological system


6. An appropriate greeting by a receptionist is:

a) Good afternoon, can I help you?
b) Hi, great to see you!
c) Hello, who have you come to see?
d) What do you want?

7. Useful reminder systems for a receptionist include:
I. A tickler system
II. A wall planner
III. A diary
IV. A calendar

a) I, II and III only
b) I, II and IV only
c) I, III and IV only
d) All of the above




8. The role of the receptionist is maintaining the reception area may include:
I. Cleaning the floor
II. Arranging for parcels or cases to be moved.
III. Replacing old magazines and keeping them tidy
IV. Clearing away dirty glasses and cups

a) I, II and IV only
b) I, III and IV only
c) II, III and IV only
d) All of the above

9. You maintain the diaries of three executives in your organization. When someone telephones
to make an appointment the first fact that you try to ascertain is:

a) What day they want to come
b) What time they want to come
c) Who they want to see
d) Why they want to make an appointment

10. An advertisement for a receptionist emphasizes the need to be articulate.
This is:
a) The attribute of being able to express your thoughts clearly.
b) The skill of being able to do draw accurately.
c) The art of being able to do two things at once.
d) The desire to work hard and do well.

Answer 1

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