Higher Admin Theory Quiz

Which of the following are benefits of positive customer care?

• Attracting new customers could mean that the organisation increases its market share

• If an organisation develops a good reputation then this will attract new customers and new staff

• Employees feel more motivated and are therefore more productive

• Decrease in customer loyalty which could lead to customers switching to competitors

List as many reasons customers have to complain to an organisation...Go!

Which of the following are ways to monitor customer care?

• Focus Group

• Mystery Shopper

• Social Media

• All

Which of the following is a disadvantage of conducting a survey to monitor customer care?

• Able to ask follow up questions

• Low response rates

• Body language can be observed

• Cheap method

List as many duties an Admin Assistant has prior to a meeting... Go!

"Negotiate and resolve disputes – may have to make a casting vote" is a duty during the meeting of who...?

• Admin Assistant

• Chairperson

• Senior Admin Assistant

• All

'Drafting the minutes' is a duty of the Admin Assistant, but when...?

• Before the meeting

• During the meeting

• After the meeting

"Proof is provided of what was discussed – can refer back to later which can settle arguments" - is a benefit of which documentation?

• Notice of Meeting

• Agenda

• Formal Minutes

• Action Minutes

List as much technology that can be used to assist meetings...Go!

Which of the following is a description of a 'blog'?

• Facility where 2 or more people can join a conversation

• Informal diary like entry where information is shared

• Allows reviews and feedback to be shared