Operational Functions 1

Controlled substances are categorized by:

• schedules

• classes

• groups

• listings

Since your day is filled with interpersonal contacts, it is necessary to:

• be well groomed

• be prepared to handle emergencies

• be understanding

• all of the choices

Which would be examples of computer hardware?

• printers

• disk drivers

• monitors and screens

• all of the choices

The first way to communicate courtesy to the telephone caller is to:

• put the on hold

• answer promptly, identify yourself, and ask how you may help them

• excuse yourself if you must put the person on hold

• none of the choices

When one encounters a baffling term you should:

• try to pronounce it

• ask a co-worker

• consult a dictionary

• write it down several times

On most pushbutton phones a steady light indicates that the line:

• is on hold

• is clear

• has an incoming call ringing

• is in use

When speaking on the phone the best way to promote a feeling of friendliness:

• enunciate each word and be abrupt

• speak quickly to save on time

• use slang words to be friendly

• smile to reflect a "voice with a smile"

A way to send documents rapidly to locations outside the office is by:

• pager

• photocopier

• fax machine

• word processor

Faxes can be received _____ hours a day.

• 8

• 12

• during business

• 24

One advantage of using a computer is that they:

• process information with great speed

• are inexpensive

• can store small amounts of information in a large space

• eliminate the need for accuracy