office procedures

Question 1

work ethic

Answer 1

a belief in work as a moral good

Question 2

efficiency

Answer 2

productivity without waste of time or resources

Question 3

effective

Answer 3

successful in producing a desired or intended result.

Question 4

answering calls correctly

Answer 4

1. know your telephone system
2. answer the phone promptly
3. Identify yourself
4. Position the telephone correctly
5. Be courteous to callers
6. explain interruptions
7. conclude calls courteously

Question 5

listening skills

Answer 5

1. Speak clearly.
2. Repeat information for clarification.
3. Summarize key points given to you.
4. Use verbal reinforcers to the other person, such as Yes and I see.
5. Use the first name (or last name if more appropriate) of the person or the pronoun “you.”
6. Answer questions frankly or admit that you don’t know but that you’ll find out.

Question 6

obtain information for return call

Answer 6

1,The caller’s name—spelled correctly

2. The phone number—with correct area code and extension
3. The company name of the caller
4. The time and date of the call
5. The purpose of the call with all details clearly written
6. Your initials or first name in case the message receiver has questions

Question 7

How to take detailed messages

Answer 7

1. Write down every instruction clearly. You may choose to type instructions in a computer program as well.
2. Ask questions immediately when you don’t understand a word, phrase, or idea.
3. Repeat back, word for word, the entire message after it’s given.
4. Establish clearly whether the message must be processed by a certain time.
5. Ask what-if questions when you aren’t sure the message can be acted upon within the allotted time frame.

Question 8

making international calls

Answer 8

1.Dial the international call dial prefix: 011.
2.Next, dial the country code. Every country has a two- or three-digit country code and
can be found online at a variety of sites, including Country Calling Codes.
3.Then, use the city code. Most major international cities have a one- to five-digit city code.
4.Finally, dial the local number.

Question 9

(pbx)private branch exchange system

Answer 9

a switching system which connects all the telephones in a company through a central switching mechanism

Question 10

(pabx) private automatic branch system

Answer 10

phone system in which code numbers are used

Question 11

Voice over Internet Protocol (VoIP)

Answer 11

calls are routed over the Internet rather than traditional telephone lines.

Question 12

Call forwarding

Answer 12

allows you to forward incoming calls to another extension.

Question 13

Call waiting

Answer 13

indicates that another call is coming in while you’re engaged in an existing telephone conversation.

Question 14

when using voicemail

Answer 14

1.you can record a personalized greeting that will play when you’re unable to answer the phone.

Question 15

When leaving a voice mail

Answer 15

make sure you repeat your name and contact information, make your message clear and concise, and provide a good time to return your call.

Question 16

price driven

Answer 16

finding the least expensive rate when booking travel plans

Question 17

schedule driven

Answer 17

making travel decisions for specific dates and time no matter what the price is.

Question 18

trip to do list

Answer 18

a tool used to manage the various steps of a business trip

Question 19

electronic ticket or (e-ticket)

Answer 19

a paper less ticket generated when you make reservation through an airline website or travel website

Question 20

unrestricted fare

Answer 20

An airfare that’s more expensive this type of fare has some flexibility and may allow for changes. This fare is usually refundable

Question 21

Layover

Answer 21

a period of time where a passenger waits for a transportation connection. This can sometimes last overnight

Question 22

boarding pass

Answer 22

documentation which allow a passenger to get through airport check points