CSEC Office Administration Paper 3 May/June 2010 - Free CXC Past Paper with Answers

Answer ALL questions.

Valerie's duties include maintaining a tickler file and receiving parcels. State FOUR procedures that Valerie MUST follow when performing EACH of these duties.

Maintaining a tickler file - (i) (ii) (iii) (iv)

Receiving parcels - (i) (ii) (iii) (iv)

On the reception register shown below complete the headings and enter the following details of callers in the order in which they visited the firm on 27 April 2010. Use the 24-hour clock system.

At 4:20 p.m. Mr Colin Nathan of Trimline Ltd called to see Mr Leo Stanley – he was seen by Ms Penny Melrose.
At 2:15 p.m. Ms P. Watts from Jamco enterprises called and was seen by Mr Fred Jones, legal assistant.
At 10:40 a.m. Mrs Jane Scott of JURO Services called to see Mr Mack Namara – she was seen by Ms Bett Ann Rogers.

The firm has hired a new trainee receptionist. Valerie wants to ensure that the trainee performs in a manner that would maintain a good relationship between the organization and members of the public. State THREE ways in which this can be done.

The following visitors have made arrangements to call on B A George & Co. on 25 June 2010. Copy and complete the appointment book below with the following details:

(a) Mr K. John, ACE Printers Ltd., Charlestown, to see administrative assistant at 0830 hrs. (b) Ms S. Salloum, 135 Miles Road, Frigate Bay, to see Mrs George, attorney at 1100 hrs. (c) Mr Q. Olson, 23A Horizon Villas, Bird Rock, to see Mr Leo Stanley, legal assistant at 1030 hrs.

Valerie Lewis is being promoted to another post in the organization. The new receptionist is expected to demonstrate the following THREE qualities:

Discretion
Tact
Initiative

State ONE way in which the receptionist will demonstrate EACH quality.

Discretion –

Tact –

Initiative –

Penny Melrose received the following phone call at 4:14 p.m. on 04 May 2010. Complete the telephone message form using the information received.

“Good Afternoon, George and Co.? I am Theresa Simmons calling on behalf of my son Jeremy Simmons. He has been unexpectedly delayed in St. Lucia. His flight was cancelled and there isn’t another flight out of St. Lucia to St. Kitts until tomorrow morning at 7:00. Can he come for his interview with Mr. George in the afternoon instead? Could you call him to confirm if that is okay? – The number is 749-8372. Thanks, Goodbye”.

Valerie received the following note from Nancy, the trainee receptionist/telephonist, who has been with the company for only three weeks.

Valerie

I have been having problems dealing with visitors and clients at the front office. I feel that I am not doing a good job because they get annoyed with me. I really want to keep this job and do not want to be fired, so I am asking you to give me some pointers. I panic when visitors arrive unexpectedly and the managers are unable to meet with them. I am expected to make excuses and there are times when I am unable to do so and they leave in a huff. There are other times when they come in and I am on the telephone, they get impatient when they are kept waiting.

My other problem is with the telephone. I try to take messages but at times I am unable to understand the person’s name or spell it correctly. There are times when I am tempted to snap at them and cut them off. I know that you will be able to assist me.

Thanks, Nancy.

For EACH of the following identify TWO things that Nancy, the trainee receptionist/ telephonist is doing wrong.

Receiving unexpected visitors:

Answering the telephone:

For EACH of the problems identified in (a) above, suggest TWO tips to Nancy, which could be used to rectify the problems.

Receiving unexpected visitors:

Answering the telephone:

The drawing below shows the cramped reception area at B A George & Co. Recommend FIVE ways in which the reception area can be improved to make it more comfortable and attractive to visitors who have to wait for a short time.

Nancy checked her appointment diary and noted that an appointment has been made on Wednesday 02 June for a meeting between Ms Rogers of B A George and Company and Mr Jacobs of M.G. Insurance. What FOUR arrangements should Nancy put in place the day before the meeting?

Recommend to Nancy the correct way to introduce a visitor.

CSEC Office Administration Paper 3 May/June 2010 Questions

Question 1 (8 marks)

Question 2 (5 marks)

Question 3

Question 4 (3 marks)

Question 5 (3 marks)

Question 6 (8 marks)

Question 7 (8 marks)

Valerie

Question 8 (5 marks)

Question 9 (4 marks)

Question 10 (3 marks)