DPK10023 OFFICE ADMINISTRATION 1 TOPIC 3 REVISION

Choose the difference between tone and pace

• Tone is the changes in rate and pace is the changes of speed in voice.

• Tone is the changes in pitch of voice and pace is he rate or speed of speech.

• Tone is to pronounce word clearly and pace is the rate of speed in speech.

• Tone is the volume when speaking and pace is the pitch in voice.

In handling difficult caller, we must:

• Try to resolve the matter if possible.

• Call the manager to entertain.

• Present a negative attitude.

• Remain silent.

Which of the following is the procedure for placing outgoing calls?

• Planning calls

• Screening calls

• Collect calls

• Conference calls

Facsimile technology is used to ____________.

• Access the Internet at a great speed

• Send images (text, photographs, drawings) using telephone channels

• Send data across the country around the world

• Convert the digital data into analog signals that can transmitted over telephone channels

Below is the technique to answer promptly, EXCEPT

• Answer the call at the first ring.

• Ready to take notes or message.

• Answer all incoming call promptly and pleasantly.

• Avoid passing to someone else.