1. A set of rules governing the behavior of all members of an organization is called a/an: | Office Procedures Questions
A. Virtual organization.
B. organizational structure.
C. code of business conduct.
D. Ergonomics structure.
Ans: C
2. Which of the following office support functions is not a typical function? | Office Procedures Questions
A. Routine function
B. Analytical function
C. Managerial function
D. Administrative function
Ans: D
3. In an organization where line managers use staff specialists to assist them, the organization structure is called a: | Office Procedures Questions
A. Line-and-staff organization.
B. Line organization.
C. Staff organization.
D. Chain-of-command organization.
Ans: A
4. A graphic illustration of the formal structure of an organization is called a/an: | Office Procedures Questions
A. Participatory management chart.
B. Organization chart.
C. NAFTA chart.
D. Scalar chart.
Ans: B
5. Which of the following tasks are typical of the virtual office? | Office Procedures Questions
A. Desktop publishing
B. Internet research
C. Travel arrangements
D. All of the above
Ans: D
6. A mission statement presents the goals, strategies, and business direction for a company. | Office Procedures Questions
A. True
B. False
Ans: A
7. Interpersonal office functions require judgment, analytical (decision-making), and people skills, such as coordinating a team project. | Office Procedures Questions
A. True
B. False
Ans: A
8. Organizational structure de-emphasizes people-to-people relationships and stresses the flow of information. | Office Procedures Questions
A. True
B. False
Ans: B
9. In line organization, authority flows vertically and horizontally within the organization. | Office Procedures Questions
A. True
B. False
Ans: B
10. The United States Free Trade Agreement allows companies to move plants and offices to Canada and Mexico, resulting in goods flowing freely across U. S. borders. | Office Procedures Questions
A. True
B. False
Ans: B
11. Which of the following is not considered to be building human relations in the office? | Office Procedures Questions
A. Thinking skills
B. Listening skills
C. Reading skills
D. Keyboarding skills
Ans: D
12. Projecting a pleasant personality is easy when things go right. To be successful in business, you must be able to do which of the following? | Office Procedures Questions
A. Maintain composure when things go wrong and be able to say "no" tactfully to a person.
B. Soothe the feelings of an irate customer or coworker and exhibit poise under extreme pressure.
C. Be considerate and tolerant of someone who is inconsiderate of you.
D. All of the above.
Ans: D
13. To be a team player, management expects you to be a productive worker whose efforts contribute to the goals and objectives of the organization. You should: | Office Procedures Questions
A. Involve others in your work by asking them to help you with your workload every time you feel you are overworked..
B. Study the problems, ask for help in deciding what to do if you need help, or make the necessary adjustment.
C. Project an image of excellence and enthusiasm at all times so coworkers can use you as a model.
D. Demand respect from others and give respect only to those who show respect to you.
Ans: B
14. Which of the following statements does not violate the rule to keep confidential information confidential? | Office Procedures Questions
A. Refrain from repeating your manager's opinions.
B. When there is an upcoming company announcement and you are aware of it, keep it confidential.
C. Be careful not to give away confidential information to your friends and colleagues or to your company's competitors.
D. None of the above.
Ans: D
15. Which of the following personal qualities is considered one of the most, if not the most important trait an office professional can possess? | Office Procedures Questions
A. Possessing integrity
B. Understanding diversity
C. Promoting excellent customer service
D. Being dependable
Ans: A
16. Five basic workplace skills are: Locate and manage resources; manage information; understand how social, organizational and technological systems work and operate; work with a variety of technologies; and be able to work with others. | Office Procedures Questions
A. True
B. False
Ans: A
17. A person who is self-confident relies on the correctness of his or her own judgment and competence in spite of the discouragement and influence of others. | Office Procedures Questions
A. True
B. False
Ans: A
18. It is more important for an office professional to be loyal than to possess integrity. | Office Procedures Questions
A. True
B. False
Ans: B
19. Diversity refers to the variety of experiences and perspectives that arise from differences in race, culture, religion, mental or physical abilities, heritage, age, gender, sexual orientation, and other characteristics. | Office Procedures Questions
A. True
B. False
Ans: A
20. Companies are aware of the effects stress has on employees and often establish wellness programs for the prevention of illness. | Office Procedures Questions
A. True
B. False
Ans: A
21. A functional resume is designed to:
A. Emphasize the applicant's job functions.
B. Focus on the applicant's achievements and abilities that relate only to a specific job.
C. Arrange work experience and education information first.
D. None of the above.
Ans: D
22. In one type of resume, lists are used to describe duties or skills. One of the following is not correctly listed.
A. Maintaining a budget of $250,000; managing 5 major electronic databases; supervising a staff of 30
B. Keying documents; managing electronic databases; planning 4 major conferences
C. Train a staff of 25 every 3 months; plan 6 annual meetings; supervise a staff of 45
D. Developed training manuals for 4 workshops; maintained 98 percent retention of participants; determined impact of training results for 75 employees
Ans: D
23. The purpose of the job interview is to:
A. Give the applicant a chance to appraise the job and organization.
B. Give the interviewer an opportunity to evaluate the applicant in terms of the needs of the organization.
C. Give the Human Resources Department an opportunity to meet their quota for the year.
D. Answers Aand B.
Ans: D
24. In the interview, you should not ask which of the following questions?
A. What will be my salary?
B. To whom should I report?
C. To how many people would I report?
D. How would you describe the corporate culture of this organization?
Ans: A
25. Which one of the following should not be taken to an interview?
A. Your portfolio
B. Extra copies of your resume
C. Your friend
D. Your list of questions
Ans: C
26. At the initial interview, your questions should not concern salary or benefits.
A. True
B. False
Ans: A
27. To prepare an electronic resume for scanning, you may use bold, italics, and underline.
A. True
B. False
Ans: B
28. Your resume should answer questions concerning who you are and your interests.
A. True
B. False
Ans: B
29. The targeted resume is designed to target the applicant's skills, abilities, and accomplishments that relate to several similar positions within an organization.
A. True
B. False
Ans: B
30. The purpose of a resume is to obtain a job.
A. True
B. False
Ans: B
31. Quality improvement is practiced through the following principle(s):
A. Customer focus, product improvement, leadership, and staff development
B. Customer focus, continuous improvement and learning, strategic planning, and leadership
C. Customer focus, continuous improvement and learning, strategic planning and leadership, and teamwork
D. None of the above.
Ans: C
32. To prioritize work, consider the following order:
A. Must be done immediately, must be done today, and must be done as soon as time allows
B. Must be done at the time of your manager's request
C. Must be done at the time of your manager's request, and then everything else must be done today
D. Must be done immediately, and everything else must be done as soon as time allows
Ans: A
33. To break the habit of procrastination, you must first gain a better understanding of this behavior by:
A. Asking yourself what is the worst thing that can happen while you procrastinate.
B. Admitting that you are procrastinating.
C. Asking yourself what types of projects cause you to procrastinate.
D. Answers 2 and 3.
Ans: D
34. A tickler file provides reminders according to dates and consists of the following:
A. Five folders with the names of the days of the work week.
B. One folder with the beginning of the week printed on the tab.
C. One folder with a copy of the week's calendar placed on the inside with the beginning of the week printed on the tab.
D. None of the above.
Ans: D
35. The ethical office is an extension of the ethical organization, an organization that:
A. Acts with integrity and lives up to its responsibilities and obligations.
B. Encourages employees to assume their responsibilities by authorizing and entrusting people to complete their job or task ethically and to the best of their ability.
C. Rewards employees who follow their managers' decisions.
D. Answers 1 and 2.
Ans: A
36. A pending file supports your regular calendars and holds the actual documents to be complete by specific dates.
A. True
B. False
Ans: A
37. A Gantt chart is a project management tool for comparing your planned work schedule against the actual time that is required to complete a task.
A. True
B. False
Ans: A
38. The most critical parts of a task, project, or assignment are the ones that require other people either to supply information or to actually perform certain tasks.
A. True
B. False
Ans: A
39. Procrastination is a productive behavior pattern that causes you to enhance your on-the-job efficiency because you focus on tasks that aren't priorities for the day or week.
A. True
B. False
Ans: B
40. An advantage of planning is that we tend to focus on what works today and not have to deal with the issues of tomorrow.
A. True
B. False
Ans: B
41. The voice you project is determined by these four factors:
A. Volume, speed, inflection, quality, and pronunciation.
B. Volume, tone, inflection, and courtesy.
C. Volume, speed, positive greeting, and enthusiasm.
D. Speed, inflection, positive greeting, and confidence.
Ans: A
42. Successful tips to answer the telephone effectively include:
A. Answer promptly.
B. Be courteous.
C. Ask "Who is calling?"
D. Answers 1 and 2 above.
Ans: D
43. The essential elements for writing or entering a complete telephone message are:
A. Date and time, name of caller, telephone number, business affiliation, and your initials.
B. Date and time, name of caller, telephone number with zip code, business affiliation, all pertinent information, and your initials.
C. Date and time, name of caller, telephone number, and your initials.
D. Date, name of caller, telephone number, business affiliation, and your initials.
Ans: B
44. Most effective tip to use first when handling an angry caller include:
A. Deal with the feelings first.
B. Deal with the situation.
C. Get the name of the caller and explain the situation to the caller so he or she understands the conflicting points.
D. Get the name of the caller and explain the situation to the caller so he or she understands the conflicting points; then, route the call to your manager.
Ans: A
45. When you are having difficulty making international calls, be sure to consider:
A. The correct format for dialing international numbers.
B. International holidays.
C. Time zones.
D. All of the above.
Ans: D
46. The United States is divided into four time zones: Eastern, Central, Mountain, and Pacific.
A. True
B. False
Ans: B
47. To place a direct-dialed international call, dial the international long-distance access number, the code for the country being called, the city code if it is required, and the local number.
A. True
B. False
Ans: A
48. The Greenwich zone is called the "zero zone" because the difference between standard time and Greenwich mean time is zero.
A. True
B. False
Ans: A
49. To make an international call from the U.S., begin dailing the country code.
A. True
B. False
Ans: B
50. Which of the following factors is not representative of nonverbal communication?
A. Image
B. Correctness
C. Personal space
D. Eye contact
Ans: B
