N5 Administration Theory

An admin assistant can answer the telephone or respond to e-mails/written correspondence. Which of the following skills/qualities are required?

• Communication skills

• Professional attitude

• Risk taker

• Good IT skills

Answer explanation

All would be appropriate except a risk taker. This is a quality of an entrepreneur for example but not an admin assistant.

Which of the following is not a duty of an admin assistant?

• Organising travel and accommodation arrangements

• Creating and updating spreadsheets, databases etc.

• Booking meeting rooms and venues

• Leading presentations to represent the business

What skills/qualities would be required of an admin assistant?

• Good IT skills

• Good communicator

• Impatient

• Organised

A skill is a personal characteristic which is an aspect of your personality?

• True

• False

Answer explanation

This is an explanation of a quality. Remember you need to be able to describe the skills and qualities of an admin assistant providing enough detail.

Customer service is the process of ensuring that the customer feels that the product or service they have bought has met or exceeded their expectations?

• True

• False

Key features of good customer service/customer care are...

• Attracting new customers and building customer loyalty

• Communicating well with customers before, during and after the sale/service

• Treating your customers with respect at all times

• Ensuring staff follow complaints procedures

Answer explanation

Attracting new customers and building customer loyalty is a benefit of having good customer service but not a feature of what good customer service looks like. Be careful to not confuse this during tests.

Which of the following is not a benefit of good customer service?

• Reduced complaints

• Increased customer complaints

• Lower staff turnover

• Increased productivity

Answer explanation

Increased customer complaints would be a consequence of poor customer service.

Providing excellent customer service will increase...

• Customer complaints as customers will not be prepared to come back again

• Customer satisfaction because the customer will be happy to use the company

• Costs as less customers will come because of the poor reputation of the company

• Staff turnover and absenteeism

Which is not a consequence of poor customer service

• Less absenteeism

• Negative publicity

• Demotivated staff

• Eventual business closure

A ________ is a set of guidelines to help support and deal with clients or customers in any business or organisation

• HASAWA legislation

• Data protection

• Relations and protection act

• Customer care policy