Apply Office procedures

What is the reference material used to acquire telephone numbers?

• Telephone Directory

• Encycolpedia

• Diary

• Television

When taking a message from a client what are some important details to include?

• persons height, gender, age and family history

• Persons name, telephone number, age

• persons name, telephone number, reason for the call and who they called for.

• persons name, and age

List one service provided by telephone companies?

How can time zones impact a business?

• Having time zones differences can make it difficult for businesses to communicate at reasonable time.

• Setting the same time zone to a partner makes it easier to conduct trading since business hours match.

• Depending on how many time zones you’re juggling, it can be a struggle to keep track of who is where and what time it is there

• it can be hard to socialize at all, especially if nobody works in the same time zone as you

A receptionist who is operating a switchboard is providing a caller with some information requested. If another call comes in at the same time, what does he or she do?

• Pretend he or she got disconnected and switch to the other call.

• Ignore the incoming call.

• Tell the customer to call back later.

• Ask if the caller can be put on hold in order to anser the other call.

Which of the following is NOT proper telephone etiquette in a business environment?

• Screening calls.

• Smile when you are talking.

• Never interrupt the caller.

• Taking the time to get information from the caller.

If you have an incoming call while you are already on the line, which feature will alert you?

• Call forwarding

• Call waiting

• Three-way calling

• Speed dialling

An automatic business telephone switchboard is known as a ?

• PMBX

• PABX

• Cordless system

• PBX

Answer explanation

PABXS are commonly known as 'Automatic Switchboards'. The main function of the switchboard is to receive and direct calls to the relevant officer or department.

There are two situations when a caller may choose to hold. Which is more acceptable?

• Holding for a person

• Holding for information

• A & B

• None of the above

Answer explanation

A caller should not be asked to hold for a person. The person answering the telephone should be a helpful as possible instead of placing the caller on hold. For e.g. Mrs. Smart is busy and I'm not sure how long she will be. This is Keisha speaking- may I help you?. Holding for information is acceptable.