McCreary Central High School
Office Procedures (CTE)
Teacher: G. Owens
3rd Nine Week Assessment
Directions: Using a test answer-sheet, identify the letter of the choice that best completes the statement
or answers each Multiple Choice question.
1. Which term means producing the desired result with a minimum of effort, expense, and waste?
a. Effectiveness
b. Efficiency
c. Interruptions
d. None of the above
B
2. Before you start performing a task:
a. Make sure you understand the instructions.
b. Look up the facts.
c. Visualize the work in finished form.
d. All of the above.
B
3. Which of the following statements is NOT true?
a. Organizational skills are a requirement for success in today’s workplace.
b. Office professionals work with a constant and rapid flow of information.
c. Efficiency means producing a definite or desired result.
d. Professionals must be able to organize their work and manage their time.
C
4. Interruptions can include all of the following EXCEPT:
a. A telephone ringing
b. A caller will walk in
c. Your weekly report is due today
d. A co-worker asks you a question
B
5. Which of the following is NOT a type of follow-up organizer?
a. Tickler file
b. Efficiency file
c. Pending file
d. Reading file
B
6. A clear voice increases your effectiveness and _______________
a. Shows that you are ready and willing to help.
b. Projects courtesy, confidence, and enthusiasm.
c. Allows the customer to ask for clarity.
d. Both A and B
D
Page |1
Revised: 3-1-12
McCreary Central High School
Office Procedures (CTE)
Teacher: G. Owens
3rd Nine Week Assessment
7. _______________ is transmitted by electronic signals that pass through the telephone lines. It is the least
expensive type of call.
a. Person to person
b. Station-to-station
c. Private Branch Exchange
d. Direct Distance Dialing
B
8. _______________ provides direct dialing to an office extension without assistance from an operator.
a. Direct inward dialing
b. Direct-Distance dialing
c. Central Exchange
d. Private Branch Exchange
B
9. The world is divided into _______________ time zones
a. 12
b. 18
c. 24
d. 30
C
10. If your organization has international direct-distance dialing (IDDD), you may dial from North America by
_______________.
a. Dialing 0.
b. Dialing 011, the country code, the city/area code, and the local telephone number.
c. Dialing 011, and the local telephone number.
d. Dialing the area code and the local phone number.
B
11. Which of the following statements is INCORRECT?
a. When you use the telephone to communicate with people inside and outside the organization, you
are the voice of your organization.
b. Whatever the situation may be, the caller forms an impression of the organization.
c. Next to face-to-face communication, the telephone is the most important link to customer service.
d. To be effective, an office professional must rely on his or her nonverbal expressions more so than
tone when speaking on the telephone.
D
12. The voice you project is determined by how well you can demonstrate the following elements:
a. Volume, rate of speed, inflection, quality, and pronunciation.
b. Volume, rate of speed, inflection, and listening.
c. Volume, inflection, quality, jargon.
d. Volume, quality, relationship, and empathy.
A
13. Which of the following statements demonstrates empathy?
a. “I’ll be glad to help you if you can wait for an answer.”
b. “I can hear how frustrated you are. . .”
c. “I’ll be happy to transfer you to our department who can help you.”
d. “Please hold while I ask my supervisor.”
B
Page |2
Revised: 3-1-12
McCreary Central High School
Office Procedures (CTE)
Teacher: G. Owens
3rd Nine Week Assessment
14. If you are in a peer’s office and you answer the phone, it is inappropriate to say:
a. “Who’s calling, please?”
b. “This is _____. How may I help you?”
c. “This is _____. I’m answering the phone for ____.”
d. “She is in a meeting; how may I help you?”
A
15. In the unlikely event you reach an office professional (instead of a voice mail of the person you are calling),
how should you address the person?
a. Ask for the person you are calling for.
b. Ask for the person’s extension without offering any other information.
c. Ask for the person you are calling for, state your name and purpose for calling.
d. Ask for the person you are calling for, and state your name.
C
16. The single most important factor in leaving a voice mail message is
a. Leave a message that is short and to the point.
b. Leave as much information as possible.
c. Leave your name.
d. Speak clearly and succinctly.
A
17. What does not need to be considered before you make a call?
a. Who you are calling.
b. The purpose of your call.
c. The best time to call.
d. A brief joke to help with the introduction.
D
18. Which of the following is NOT an active listening word that will let your caller know you are listening?
a. “What?”
b. “Yes.”
c. “I see.”
d. “Great.”
A
19. Why should you keep a writing pad and pen near the phone for use during a business call?
a. To make notes about things your caller says so you remember them.
b. To jot down notes about other things you need to do.
c. To jot down notes about other things that might be related to tasks yet to be completed.
d. To help with your call so you don’t forget anything on your task list.
A
20. When taking a call, you should
a. Be overly courteous.
b. Talk about personal issues.
c. Speak clearly.
d. Share the latest changes made in your organization.
C
21. Which of the following statements is a barrier to communication?
a. Knowing your goals.
b. Differing opinions.
c. Using familiar words.
d. Missing the meaning.
D
Page |3
Revised: 3-1-12
McCreary Central High School
Office Procedures (CTE)
Teacher: G. Owens
3rd Nine Week Assessment
22. When you are an active listener:
a. you let the other person you are willing to listen and understand.
b. you restate what the other person says in your own words and ask if that is what they were trying
to say.
c. it fosters more meaningful, more helpful, and closer relationships.
d. all of the above.
D
23. Which of the following statements is NOT part of the budgeting process?
a. Budgets may be developed for short periods such as a month or long periods such as a year.
b. Usually budgeting procedures begin at the department level and move downward.
c. The ultimate result in the budgeting process is to create a master budget.
d. A budget committee reviews and revises various estimates of income and expenses submitted by
other employees.
B
24. A budget report provides which of the following?
a. A basis for analyzing and revising spending activities of a company by comparing actual sales or
costs with figures that were budgeted for those sales or costs.
b. Provides budget reports weekly, others monthly, and perhaps evenly quarterly.
c. Information from the accounting department in the form of a budget report after the accounting
department closes the books.
d. All of the above.
D
25. To maintain an appropriate amount of office supplies inventory for your office, which of the following
procedures should NOT be followed?
a. Replenish your office supplies during the time of day or week when you are less busy.
b. Plan ahead so you are not searching for supplies when you are pressed for time to complete a rush
job.
c. Encourage others who check out supplies to send you an e-mail outlining the supplies they took
from the inventory.
d. When you take supplies from the supply cabinet or shelf, enter the amount in the checked-out
column of your perpetual inventory record.
C
26. Which of the following is not provided by a bank?
a. Petty cash fund
b. Cashier’s check
c. Traveler’s check
d. Stop-payment notification
A
27. Which of the following is NOT included in the bank reconciliation?
a. Canceled checks
b. Outstanding checks
c. Income statement
d. Deposits in transit
D
28. Which of the following steps are included when replenishing petty cash?
a. Count the cash on hand.
b. Endorse all petty cash vouchers on the back.
c. Total each distribution column.
d. Subtract the total amount paid out from the amount of petty cash
Page |4
Revised: 3-1-12
McCreary Central High School
Office Procedures (CTE)
Teacher: G. Owens
3rd Nine Week Assessment
29. A generic term that is being used to denote an employee that performs all types of basic office
functions is a/an
a. coordinator.
b. line manager.
c. virtual assistant.
d. assistant.
CH1
ANS
D
30. In a line organization, authority flows in a straight line from
a. top management to supervisory level.
b. parallel from top management to supervisory.
c. from lower level to middle management level.
d. supervisory level to vice president.
CH1
ANS
A
31. Bringing together project teams consisting of employees with the talents needed to work on a
specified project is called
a. participatory management.
b. informal management.
c. personnel management.
d. team management.
CH1
ANS
A
32. Which of the following is not an advantage of the line organization?
a. Employees have direct accountability to their superiors.
b. There is a clear-cut place for each worker.
c. It is more structured, thus, less flexible.
d. Employees are more likely to have an ease of understanding their job responsibilities.
CH1
ANS
C
Human relations are all of the following except:
a. Be pleasant, courteous, responsive, and understanding.
b. Treat others as you wish to be treated.
c. Display how knowledgeable you are to others.
d. Respect the rights of others.
33.
CH2
ANS
C
34. Personality is all the following except:
a. Ability to say “no” tactfully.
b. Understanding your company and its place in industry.
c. Soothes the feelings of an irate customer.
d. Maintain composure when things go wrong.
CH2
ANS
B
35. To give constructive criticism:
a. Be genuine.
b. Give criticism in private.
c. Focus on the problem, not the person.
d. All of the above.
CH2
ANS
D
36. Desirable workplace employee relations include:
a. Displaying a pleasant personality
b. Being a team player
c. Having the ability to deal with difficult people
d. All of the above
CH2
ANS
D
Page |5
Revised: 3-1-12
McCreary Central High School
Office Procedures (CTE)
Teacher: G. Owens
3rd Nine Week Assessment
37. Sociability demonstrates in group settings:
a. Understanding, friendliness, and adaptability
b. Friendliness, adaptability, and empathy
c. Empathy, politeness, and low-self-esteem
d. Understanding, friendliness, adaptability, empathy, and politeness
CH2
ANS
D
38. Statements that reveal philosophy or opinion may be used in
a. The functional resume.
b. The cover letter.
c. The chronological resume.
d. Opinions should never be stated.
CH3
ANS
B
39. A successful interview depends on
a. How you look.
b. Your personality.
c. Your preparation.
d. How much you know about the company.
CH3
ANS
C
40. Some of the basic source of job prospects are
a. The Internet.
b. College placement offices.
c. Newspapers.
d. All of the above.
CH3
ANS
D
41. When you answer an employment ad,
a. Be prompt–reply the same day or at least by the next day.
b. Follow instructions carefully.
c. Study the ad carefully and then submit a resume and cover letter.
d. All of the above.
CH3
ANS
D
42. An effective resume outline is
a. Career summary, Heading, Experience, and Education.
b. Heading, Career Summary, Education, and Experience.
c. Heading, Education, Career Summary, and Experience.
d. Heading, Experience, Career Summary, and Education.
CH3
ANS
B
43. When selecting a career, it is important to research future trends in occupational fields of
interest to you. The main reason for this is to
a. learn how many others have the same interests as you.
b. select a field that will have a demand for workers.
c. find out which fields will pay the most
d. learn about current job openings.
44. When asking a potential employer to consider you for a specific job, you send a letter of
a. recommendation
b. application
c. intent
d. inquiry
Page |6
Revised: 3-1-12
McCreary Central High School
Office Procedures (CTE)
Teacher: G. Owens
3rd Nine Week Assessment
45. American consumers spend more than half their money in three areas. What are these areas?
a. Housing, Transportation, and Education
b. Housing, Transportation, and Food
c. Housing, Insurance, and Transportation
d. Taxes, Housing, and Insurance
46. Both the chronological and skills resumes have a category labeled job objective. What goes in
this category?
a. Special skills and abilities you have acquired
b. past work experience
c. You state the job you are applying for.
d. You state the job you are planning on having when you graduate college.
47. Given the fact that all people make mistakes, why would a prospective employer be likely to
disregard a resume with only minor mistakes?
a. They may have a problem with anyone making mistakes even minor errors.
b. It may suggest carelessness or lack of attention to detail in a job candidate. The employer
may think that the candidate may be even more careless completing work activities.
c. It may cause the employer to dislike the applicant and not be willing to work with them.
d. Some people are arrogant and think they never make mistakes, so they would disregard a
resume with only minor mistakes.
48. When is it appropriate to use a skills resume rather than a chronological resume?
a. When you have a lot of work experience.
b. When you have had continuous work experience since you graduated high school.
c. When you have very few skills but a lot of work experience.
d. When you do not have a lot of work experience
49. Increasingly, companies scan resumes into their computers. They copy and store them
electronically for future use. There are a few things that you should remember when completing
your resume.
a. You should keep your resume clean, crisp, and use dark type.
b. You should avoid italics, underscores, and other fancy type.
c. You should use light colored paper and keywords in describing your experience
d. All of the above
50. When asking a potential employer to send you information such as an application you send a
a. letter of recommendation
b. letter of application
c. letter of intent
d. letter of inquiry
Page |7
Revised: 3-1-12