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Higher Admin Theory Marathon

Total questions: 72

Worksheet time: 43mins

Name
Class
Date
1.

What name is given to the document used to inform attendees of the items for discussion at a meeting?

a)

Discussion List

b)

Notice of Meeting

c)

Agenda

d)

Minutes

2.

What name is given to the document used to record a summary of key points discussed at a previous meeting?

a)

Chairperson's Agenda

b)

Notice of Meeting

c)

Agenda

d)

Minutes

3.

Which task below would NOT be a consideration when choosing a suitable venue for a meeting?

a)

Cost / Budget available

b)

Distance for staff travelling

c)

If used by rival companies

d)

Facilities available

4.

E-diary is often used to enter meeting details. Which statements below are advantages of using this software?

a)

Ability to enter recurring meetings just once

b)

Able to check availability of staff to select most suitable date

c)

Can set an auto reply option if not in office for a period of time

d)

Able to set up an alert for meetings shortly due to start

5.

Which task would be completed immediately PRIOR to meeting?

a)

Check equipment and refreshments are available

b)

Send out Agenda

c)

Create Attendance Register

d)

Distribute Minutes of previous meeting

6.

Which task would be completed immediately AFTER the meeting?

a)

Check equipment and refreshments Re-route calls and take signs down

b)

Send out Agenda for next meeting

c)

Get attendees to sign Attendance Register

d)

Distribute Minutes of previous meeting

7.

Which task would NOT be done in the run up to a meeting?

a)

Create and send out Notice of Meeting and Agenda

b)

Prepare Chairperson's Agenda

c)

Book venue

d)

Type up Minutes of forthcoming meeting

8.

Meetings often use Powerpoint Presentation software to deliver key points. What is the name of the function which allows the presenter to access other documents or web pages quickly during a presentation?

a)

Animation

b)

Hyperlink

c)

Speaker Notes

d)

Master Slide

9.

Meetings often use Powerpoint Presentation software to deliver key points. What is the name of the function which allows the creation of slides which are consistent in terms of presentation style and design?

a)

Animation

b)

Hyperlink

c)

Speaker Notes

d)

Master Slide

10.

What name is given to the document used to inform attendees of a forthcoming meeting?

a)

Invitation to Meeting

b)

Notice of Meeting

c)

Agenda

d)

E-mail

11.

An AGM is held ...

a)

Every day

b)

Every week

c)

Every year

d)

When required

12.

Which technology allows meetings to be held between people in different locations with both visual and sound links?

a)

Web / Video conferencing

b)

Audio conferencing

c)

E-mail

d)

Tele conferencing

13.

Which technology can be subject to time delays which may cause frustration during meetings

a)

Web conferencing

b)

Interactive whiteboard

c)

E-mail

d)

Networks

14.

Which technology can help the Admin Assistant select the most suitable date and time for a meeting?

a)

Smart phones

b)

Interactive whiteboard

c)

E-diary

d)

Networks

15.

Which technology allows name badges for meetings to be made through the use of queries and reports?

a)

Word processing

b)

Spreadsheet

c)

Database

d)

Presentation software

16.

Which is NOT a standing item on an agenda?

a)

AOB

b)

Apologies for absence

c)

Date and time of next meeting

d)

Staff welfare

17.

What name is given to the document used to remind attendees of the tasks they have to complete prior to next meeting?

a)

Action Minutes

b)

Notice of Meeting

c)

Agenda

d)

Minutes

18.

Meetings often use Powerpoint Presentation software to deliver key points. What is the name of the function which allows the presenter to read additional help comments for each slide?

a)

Animation

b)

Hyperlink

c)

Speaker Notes

d)

Master Slide

19.

Which technology allows the Admin Assistant to search for suitable external venues?

a)

Word

b)

Internet

c)

Database

d)

Presentation software

20.
What is the definition of Customer Service
a)
the assistance and advice provided by a company to those people who buy or use its products or services.
b)
Offering a service, well and politely. 
c)
Doing a hair or beauty service without having a disagreement with your client.
d)
Doing a great job.
21.

Which of the following is a feature of good customer service? (pick 2)

a)

Putting the customer first

b)

Responding to emails a week later

c)

Ignoring phone calls from customers

d)

Providing a good after-sales service

22.

Which of the following are benefits of good customer service? (pick 2)

a)

Keeping loyal customers

b)

Poor competitive edge

c)

Higher staff turnover

d)

Attracting new customers

23.

Which of the following are impacts of poor customer service? (pick 2)

a)

Reduced costs

b)

Demotivated employees

c)

Lower staff turnover

d)

Loss of customers

24.

Which of the following are internal customers? (pick 2)

a)

Employees

b)

Consumers

c)

Managers

d)

Other businesses

25.

How can a business ensure they provide good customer care? (pick 2)

a)

Charge customers for calling them

b)

Respond to emails promptly

c)

Provide regular customer care training for employees

d)

Ensure they do not refund their item

26.
Which is NOT a key feature of good customer service?
a)
Providing a good after-sales service
b)
Dealing with complaints ineffectively
c)
Knowledgeable staff
d)
Regular and meaningful communication
27.
What is the best description of a mission statement?
a)
Short summary of an organisation's aims and objectives for staff to use
b)
Short summary of an organisation's aims and objectives for customers to use 
c)
Short summary of an organisation's aims and objectives for both staff and customers to use
d)
Short summary of an organisation's customer service evaluation results for staff to use
28.
Choose an example of good customer service.
a)
Food service assistands stands with their  backs to the customer
b)
A food service assistant smiles and greets the customer politely
c)
A food service assistant chews her nails whilst waiting for her customer to make their choice.
d)
A chef shouts at a colleague when they make an error with a food order.
29.

How do you handle a difficult customer who comes into the store for help?

a)

Tell them to write a review on Trip Advisor

b)

Hear customer out, calm customer and resolve situation

c)

Be disrespectful back to the customer

d)

Avoid interacting with the customer

30.
____ _____ is a company’s ability to supply wants and needs to customers.
a)
Customer service
b)
Profit sharing
c)
Human resources
d)
Customer surveys
31.
Customer service is important for
a)

ensuring that money is made

b)

businesses to become popular on social media

c)

ensuring that customers are satisfied

d)

understanding how to put other businesses out of business

32.
When dealing with an agressive customer, it is perfectly fine to be agressive in return.
a)
True
b)
False
33.

Provide 2 examples of written communication

a)

Sign language

b)

Telephone

c)

Email

d)

Letter

34.

How can complaints be bad for business? Select 2 answers

a)

The business can improve

b)

The business might lose customers and profits

c)

The business might gain a negative public image

d)

They improve customer loyalty

35.

Why is it important to resolve complaints before customers leave? Select 2 answers

a)

So the customer leaves satisifed

b)

Less likely to receive higher level complaints and helps to minimise the risk of others finding out about the situation

c)

Because the customer is always right

d)

So that you don't have to deal with the person again

36.

What are the first 3 things you should do when handling a complaint?

a)

Listen, apologise, action

b)

Listen, thank them for bringing it to your attention and apologise

c)

Apologise, listen, seek best solutions

d)

Apologise, seek best solutions, follow up

37.

Which word best completes the sentence on the benefits of good customer care?


A company will find that delivering consistently high customer care increases their ...

a)

Complaints

b)

Reputation

c)

Staff turnover

d)

Rival's profits

38.

In the introduction of a formal letter you must

a)

give your name and address

b)

state the reason for writing the letter

c)

ask the reader to keep in touch

39.
You may begin a complaint letter with...
a)
"Hi Manager"
b)
"To Whom it May Concern"
c)
"Dear Sir/Madam"
d)
"Hi Mr Lim"
40.

You may finish a formal letter with...

a)

Best wishes

b)

Yours faithfully

c)

Yours sincerely

d)

Yours

41.

If you know who you are writing to, you could open the letter with Dear Mr Jones. The correct way to close this letter would be Yours faithfully

a)

True

b)

False

42.

What goes in the top left hand side of a letter?

a)

your address

b)

The person you are writing to address

c)

your address and date

d)

The person you are writing to address and date

43.

Which of these are reasons for setting employee targets? There may be more than one.

a)

Employees know what is expected of them

b)

Provides employees with goals to work towards

c)

So employees can go on holiday

d)

Can be used to measure employee performance

44.

The team is hard working but lacks creative ideas to act upon. What role is required?

a)

Implementer

b)

Shaper

c)

Plant

d)

Completer Finisher

45.

The team has some wonderful ideas and successes, but nobody outside the team knows about it. What role is required?

a)

Resource Investigator

b)

Completer Finisher

c)

Shaper

d)

Plant

46.

Which of these are an implication to an employee of a data breach?

a)

Police prosecution

b)

Additional training needed

c)

Dismissal for Gross Misconduct

d)

Compensation paid to customers

47.

Which of the following are advantages of flexible working practices?

a)

improved work life balance

b)

decreased stress levels

c)

can be expensive to implement

d)

can provide support with family commitments

48.

Which of the following is an advantage of flexible working practices from the employers perspective?

a)

Expensive to provide equipment

b)

Difficult to supervise staff

c)

Harder to build working relationships

d)

Increase in staff morale which can lead to increase in productivity

49.

Which of the following tasks would an Administrator carry out during a meeting?

a)

Greet people on arrival

b)

Take a register

c)

Book the venue

d)

Take the notes for meeting

50.

Poor internet connection is an example of a communication barrier.

a)

True

b)

False

51.

Which legislation requires the employer to carry out a risk assessment of first-aid needs.

a)

Health and Safety (First Aid) Regulations

b)

Fire Precautions (Workplace) (Amendments) Regulations 1999

c)

Health and Safety (Display Screen Equipment) Regulations 1992

d)

Workplace (Health, Safety and Welfare) Regulation 1992

52.

Which legislation requires there to be detection and warning systems fitted in all workplaces

a)

Health and Safety (First Aid) Regulations

b)

Fire Precautions (Workplace) (Amendments) Regulations 1999

c)

Health and Safety (Display Screen Equipment) Regulations 1992

d)

Workplace (Health, Safety and Welfare) Regulation 1992

53.

Which legislation requires a record of accidents be kept in an accident report form

a)

Health and Safety (First Aid) Regulations

b)

Fire Precautions (Workplace) (Amendments) Regulations 1999

c)

Health and Safety (Display Screen Equipment) Regulations 1992

d)

Workplace (Health, Safety and Welfare) Regulation 1992

54.

Which legislation requires their to be an emergency plan in place with evacuation procedures

a)

Health and Safety (First Aid) Regulations

b)

Fire Precautions (Workplace) (Amendments) Regulations 1999

c)

Health and Safety (Display Screen Equipment) Regulations 1992

d)

Workplace (Health, Safety and Welfare) Regulation 1992

55.

Which legislation requires that suitable equipment is provided such as adjustable seating and monitors

a)

Health and Safety (First Aid) Regulations

b)

Fire Precautions (Workplace) (Amendments) Regulations 1999

c)

Health and Safety (Display Screen Equipment) Regulations 1992

d)

Workplace (Health, Safety and Welfare) Regulation 1992

56.

Which legislation requires that an employer must arrange and pay for eye tests if requested

a)

Health and Safety (First Aid) Regulations

b)

Fire Precautions (Workplace) (Amendments) Regulations 1999

c)

Health and Safety (Display Screen Equipment) Regulations 1992

d)

Workplace (Health, Safety and Welfare) Regulation 1992

57.

Which legislation requires a risk assessment to be carried out to identify any combustible material

a)

Health and Safety (First Aid) Regulations

b)

Fire Precautions (Workplace) (Amendments) Regulations 1999

c)

Health and Safety (Display Screen Equipment) Regulations 1992

d)

Workplace (Health, Safety and Welfare) Regulation 1992

58.

Which legislation requires an employer to provide appropriate safety equipment and training to employees

a)

Health and Safety (First Aid) Regulations

b)

Fire Precautions (Workplace) (Amendments) Regulations 1999

c)

Health and Safety (Display Screen Equipment) Regulations 1992

d)

Workplace (Health, Safety and Welfare) Regulation 1992

59.

Workplace (Health, Safety and Welfare) regulations state that faults with machinery or equipment should be reported is the responsibility of:

a)

Employer

b)

Employee

60.

Workplace (Health, Safety and Welfare) regulations state that a written health and safety policy must be kept is the responsibility of:

a)

Employer

b)

Employee

61.

Workplace (Health, Safety and Welfare) regulations state that employees must be familiar with the organisations health and safety policy is the responsibility of:

a)

Employer

b)

Employee

62.

Which act states that companies must keep evidence of permission given by people to opt in to marketing

a)

Freedom of Information Act 1990

b)

Computer Misuse Act 1990

c)

EU General Data Protection Regulations (GDPR)

d)

Copyright, Design and Patents Act 1988

63.

Which of the following are benefits of positive customer care?

a)

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

b)

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

c)

Employees feel more motivated and are therefore more productive

d)

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

64.

Which of the following are ways to monitor customer care?

a)

Focus Group

b)

Mystery Shopper

c)

Social Media

d)

All

65.

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

a)

Able to ask follow up questions

b)

Low response rates

c)

Body language can be observed

d)

Cheap method

66.

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

a)

Admin Assistant

b)

Chairperson

c)

Senior Admin Assistant

d)

All

67.

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

a)

Before the meeting

b)

During the meeting

c)

After the meeting

68.

This function allows Word to import selected fields from a database to include in a letter

(a)  

69.

Under GDPR, the individual or organisation that holds personal information is the...

a)

Data subject

b)

data controller

c)

data processor

70.

GDPR states that individuals have the right to (a)   the personal information an orgsanisation stores about them

71.

Which is NOT one of Belbin's team roles

a)

Implementer

b)

Spokesperson

c)

Completer finisher

d)

Coordinator

72.

What is the first of Tuckman's four (or five) stages of team development?

(a)  

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