Business and Administration Level 2 Unit 2 Assessment

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Unit two: Principles of providing administrative services

Assessment

You should use this file to complete your Assessment.
• The first thing you need to do is save a copy of this document, either onto your computer or a disk • Then work through your Assessment, remembering to save your work regularly • When you’ve finished, print out a copy to keep for reference • Then, go to www.vision2learn.com and send your completed Assessment to your tutor via your My Study area – make sure it is clearly marked with your name, the course title and the Unit and Assessment number.

Please note that this Assessment document has 9 pages and is made up of 9 Sections.

Name:

Section 1 – Understand how to make and receive telephone calls

1. Complete the table below with descriptions of at least two different features of a telephone system and how / when they would be used.

|Feature |How / when used | |1. Answer phone. |This feature usually accessed by pressing a number one. And it lets | | |you to check messages that were left by others. You would use this | | |feature when you are not present in the office. | | | | |2. Call barring. |This feature stops you from making calls to expensive numbers, | | |international calls. It would be used in companies where are a lot | | |of foreign people and supervision isn’t available all the time. | | | |

2. Prepare a brief report advising people on:

• How to follow organisational procedures when making and receiving telephone calls • The purpose of giving a positive image of yourself and your organisation when making and receiving telephone calls.

If possible, use specific information from procedures in your own organisation (or one that you are familiar with).

The telephone is the first point of contact in most companies and therefore it is vital that all staff follow the correct procedure for dealing with calls. The telephone should be answered as soon as possible and in a courteous manner. There’s some guidance n how to answer the telephone:

Telephone should be answered with words:
1. “Good morning/ afternoon/ evening” following company’s name. 2. You should then give your name and ask how you can help. 3. As the caller gives you a reason they are calling you should make a brief note so you do not forget. 4. You must then ask for the caller’s name and write it down, before transferring them to the extension number they require. 5. When you ring the required extension give the details and the name of the caller, before putting the call through. 6. If you are unable to put call through, because the line is busy, or because the person is away from their desk. You must go back to the caller and take their telephone number so that we can call them back. 7. All the information that you have, the callers name, the number we can reach them on, and the brief details need to then be given to the person they are trying to call. This can either be written down or preferably sent by email.

Section 2 – Understand how to handle mail

1. Explain the purpose of correctly receiving, checking and sorting mail and packages (both incoming and outgoing).

The purpose of...
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