as 3 OFFICE PROCEDURES TIME : (15 MINUTES MULTIPLE CHOICE (1% Hovss) PAPER I 26? o2- ’ An application forthe position ofdispatch —-«S,_—=Miicrofilming is used primarily for clerk was addressed to the company. To _ whom should the mail clerk send this (A) starting a new filing system application? (B) —_economising on the use of stor- age space for files (A) Shipping supervisor (C) sorting files for numerical filing (B) Administrative officer (D) destroying old records (©) Marketing manager (D) © Personnel manager . 6.\\ Mr. Lee of the Sales Department asked sthe telephonist to wansfer a call from a In Which of the following situations would customer to Mr. Field of the Accounts the relationship between two employees Department. If the call is disconnected be described as a ‘lateral relationship"? while it is being put through to the Accounts Department, what should the (A) Each has a similar status in the telephonist do? firm, 2 (B)--Oneis more senior than the other. (A) Telephone Mr. Lee, explain what (C) One has been employed longer happened and offer an apology. than the other. (B) Telephone Mr. Field, explain (D) * Each has an important job in the what happened and offer an : company. apology. (C) Leave the tine open so that the ‘customer can call again, Which of the following pieces of equip- (D) Ask Mr, Lee for the customer's ‘ment may be used to imprint slogans on number, call, apologise and con- envelopes? nect to Mr. Field. (A) Franking machine (B) Electric typewriter 7. To determine if a reference book has (©) Addressograph information on a specific topic, one (D) Duplicating machine * should consult the (A) foreword * Which of the following statements would (B) title page apply to the ink-steneil method of dupli- (©). bibliography cating? (D) «index jy .Ib is a cheap method of produc- ing a large number of copies. 7 8 ‘The master can be used only once, ‘The copies fade when exposed to sunlight, II. IV. Corrections cannot easily be made on the master, (A) Tonly (B) Wand 1V only (©) " Mand IV only @) 1, Iand Ml only In business a memorandum is used (A) for short letters (B) _ in place of post-cards (C) for internal communication * (@) asamemory aid GO ON TO THE NEXT PAGE Cc 290710, Which of tie following duties shouid be 12, As a wages clerk, you are instructed:to carried out by the mail clerk? Temove some PAYE Income. Tax docu- ments to make room for new ones. Which i I. Check that all enclosures are re of the following employees’ tax docu- | ceived. ments should you dispose of? ' H, —Stamp the correspondence to Fi i show the date received. 1 Current employees who are on WH. Record remittances and send minimum wages \ them tothe bank. * UL. Employees who have been trans- | TV. Cheek if return addresses on the ferred to other branch offices i envelopes correspond with the pita Employees who have left the addresses in the letters. ‘company over the last five years > IV. Employees who have retired for k (A) Honly ‘more than six years (B) J, Wand Mi only : i (©) 1, Wand IV only (A) only : t () 0, Hand IV only ®) Wonly acca (C) Tand IV only i ©) 1,Mand monly i ‘On opening the mail, the clerk discovers . I an envelope marked “Urgent” with no t ‘correspondence enclosed. Which of the a A PBX system is used to facilitate t following courses of action should be: ‘ taken? (A) oral communication (B) —_ writen communication (A) Contact the firm indicated in the (C) retrieval of documents return address on the envelope (D) storage of documents and explain the error. (B) Place a written reportin the pend- ing tray to the head of your 14, t } g A cheque which has been sent to your firm \ department. is made payable to another firm. What } © Expect that the company will action should be taken?. t send it as soon as the error is ' discovered. 1. Forward the cheque tothe firm to : (D) Place the envelope in the waste which it is made payable, i basket and proceed with the I Change the name on the cheque, } opening of the other envelopes. + initial it, and notify the sender. k UL Make a note of the error in the a . Remittances Book, t A business letter which begins with the NV. ‘Retum the cheque to the sender, } salutation “Dear Sirs” should end with the i complimentary close (A) Land ITonly ¥ (@®) Monty i (A) Yours sincerely (©) Wand Wonly ¥ @) Your affectionately (DB) MandIv. only (C) Yours faithfully ©) Faittfutly yours GO ON TO THE NEXT PAGEdb ‘What should a receiving clerk do if'aship- ment has fewer packages than indicated ‘on the receiving document? » Ignore the discrepancy. Refuse the entie order, Notify the accounts department, Record the difference on the delivery note, ZEre (A) Tonly @) only (©) Hand monly (DB) Wand IV only A draft of revised procedures for handling mail is to be prepared and submitted to the Office Manager. Which of the fol- Jowing formats should be used? (A) Letter @) — Repon (©) «Statement @) Note ‘Your diary indicates that a certain fil needed today, but the officer who mado the request is on sick leave for one week. ‘Which of the following actions should you take? (A) + Keep the file and give itto him as soon as he returns, (B) Cheek to see if someone else can take the necessary action, (©) | Make an éntry in the file that he was sick and return the.file to store, (DB) Make an entry in your diary to release the file two weeks hence, 18. 19, ‘Which of the following gives the proce- dure for filing in correct sequence? L Cheek Sort ML Code TV. Cross-reference Vv. File VIL Index (A) 1, VII IV, IV (B) 1, Vi, HH, IV, V © ULN,IVYVVELV ©) DEVEL, 0,1yV Which of the following procedures could the file clerk BEST use to avoid delays in finding correspondence from Mary Browne-Smith? (A) Make a copy of each piece of correspondence and file it under Browne-Smith, Mary and - Smith Browne, Mary, (®) File correspondence under Browne-Smith, Mary and cross-reference it under= Smith Browne, Mary. (C) File correspondence under Mary Browne-Sinith without re- arranging the name to avoid confusion, (©) Filecorrespondence under-Smith Browne, Mary and cross- reference it under Browne- Smith, Mary,oman 20, 21, 2. ‘The Head Otfice of a Caribbean company uses a geographical filing system, In which order should index cards for the following be filed? 1, Anthony Jackson, Queen Street, Bridgetown, Barbados iH, Brown Brothers Lid, Broad Street, Roseauy, Dominica HL. Carlton Associates, Grenville Street, Basseterre, St Kitts IV. Smith and Co, Ltd., High Street, . St. John’s, Antigua @ m1v @) mv © OLLLIv ©) WLU m ‘The filing system in your office is to be changed from the alphabetical system to the numerical system. How would this change affect the filing system? (A) There would be tess confusion from simitar names on file. (B) Tt would be cheaper, (©) Expansion of files would be easier, (D) The filing clerk would remember numbers easily. Which of the following would be Tecorded on a minute sheet in afile? + (A) Extracts of reports of meetings (B) A list of correspondence con- tained in the file (C) A summary of cach item of cor respondence in the file ©) Notes between staff members on Correspondence contained inthe file, 24, 25, ‘Which of the following are MOST likely to be kept in departmental files? (A) © Petsonal records (B) Dead files ©) Customer files @) Specialised documents Under which of the following conditions would a cross-reference sheet be pre- pared? (A). Two pieces of correspondence are to be put in the same file, _ (B) One piece of correspondence can bbe put on two or more files, (C) Correspondence is to be seen by more than one person, () The current correspondence refers-to previous correspond- ence. A'telephone call comes to the Teception- ist fora visitor, Mr, Lee, who is with the sales manager in his office. What action should the receptionist take? (A) Put the call through to the sales manager's office. @) Make a note of the call and give it to Mr. Lee, (QC) Ask Mr. Lee to take the call on another telephone line, (D) Ask the cailer to call back at a given time, GO ON TO THE NEXT PAGE6, The salesman from Beverages Manufac- turing Co., Ltd. has arrived for his ap- pointment to see the Manager, Mr. Hill. However, Mr. Grant of Healthy Foods Co., is meeting with Mr. Hill: Which of the following, would be thé BEST response for the receptionist to make? (A) “Lam sorry, Mr. Hill is busy at present. He is having a discus- sion with Mr. Grant of Healthy. Foods Co.” “Mc. Hill is busy. You will have to wait. Please take a seat.” “Tam sorry, Mr. Hill will be busy for a few minutes. Will you have a seat?” “Mr. Hill is busy with a caller. You can either wait a few min- utes or make a new appoint- ment.” ®) © ©) ‘:27. The correct procedure for a receptionist to use when introducing a visitor is to announce the person’s (A) name (B) name and company (©) name, title and company (©) name, company and ttle +28 Which of the following names can be used to refer to the reception area? Lobby 1, Information desk UL. Service entrance 1. Enquiries desk (A) Land I only (B) 1, Wand If only (©) 1, Wand IV only @Y UY, Wand IV only 29. 30. 31. ‘Members who cannot attend a mceting at which officers will be elected but who wish to vole can tio so by (A) poll (B) proxy © order (D) ballot For which of the following duties is a chairman of a meeting responsible? I. Approving the agenda I, Seconding all motions U1. Signing the adopted minutes of the last meeting IV. Directing and controlling the pro- ceedings at the meeting (A) I, Wand IV only (B) I, Wand IV only (©) Ui, Wand IV only @) 1,0, Wand IV ‘The notice and agenda of an Annual Gen- ral Meeting of a public company should be sent to shareholders at LEAST (A) 2-3 days before the meeting (B) 6-14 days before the meeting (C) 21 days before the pceting (D) one month before the meeting In what order should the following items ‘on an agenda be arranged? 1. Any other business I, Minutes of last meeting il. ‘Matters arising from the minutes IV. Space allocations and equipment - WNL IV,1 (B) IL 1V, f, WL (10, mr ©) 1,01j 33. 35. 36. 7, If the number of persons required to form a quorum is NOT present, the meeting must be (A) adjourned (B) postponed (C) conducted as a sub-committee (D) conducted as an extra-ordinary meeting ‘i In the Caribbean, which of the following can usually be obtained through a travel ageney for travel overseas? L Aitline tickets I, Hotel reservations TE. Foreign currency IV. Visas to visit foreign countries (A) Tonly (8) Land Honly (C) 4, Wand tf only ©) LT Mand IV ‘Which one of the following documents is NOT used in the Works Control Of fice? (A) Job cards (B) Planning master (©) Destination shect () Progress advice ‘You are travelling to a country which is one hour ahead of yourtime. IFyour plane departs at 12.00 noon and your flight takes ‘one hour and fificen minutes, at what time would you arrive at your destination? (A) 0215 hours (B) 1215 hours (©) 1315 hours (©). 1415 hours 3. 38. 39. 40, ‘The purpose of a visa is to (A) __ record entry and exit to and from acountry (B) __vorify that all taxes were paid in ‘your country (C) introduce a person to a foreign country (D) grant permission to enter a coun- try ‘Which of the following bits of informa- tion is NOT required by the Human Re- source Officer when recruiting staff? {A) Disciplinary procedures (B) Duties and responsibilities (© Attitudes and skills (D) Qualifications of applicants An employce’s gross earnings were $182.80. His statutory deductions totalled $22.00 and voluntary $9.80. How much ‘was his net pay? (A) $151.00 @) $160.80 (©) $173.00 () $214.60 ‘Which of the following is NOT @ func tion of the Human Resources office? (A) Preparing cheques for training specialists (B) Evaluating taining programmes (©) Arranging for employee induc- tion (D) Preparing staff records ' k taL. 42. 43, ‘A ‘post-dated cheque’ is one which (A) carries a date after that on which itis written (B) carries a date before-that on which itis written (Cc) is mailed on the day on which it is written (©) is mailed after the date on which itis written : In which of the following situations should the customer's account be cred- ited? 1. Damaged goods were returned by the customer. ML, Containers, on which a deposit was charged, were retumed by the customer. IIL The customer was undercharged for goods supplied. IV. The customer was charged twice for the same goods. (A) Tand only (@B) 1, Mand IV only (©) MLonly () 1,0, Mand iv A customer wishes to pay a shopkeeper with a cheque which was paid to him, What must he do before passing the cheque to the shopkeeper? (A) Write ‘A/e Payee Only’ on the back of the cheque. (B) Replace his name on the cheque with the shopkeeper’s name and initial the change. (C) Sign his name at the back of the cheque and request that pay- ment be made to the shopkeeper. (D) Present the cheque to the shop- Keeper with a letter asking the bank to give him the money. 44, 45, 46. Balance B/F $60 March 2, Invoice $150 March 4, Invoice $78 March 20, Debit Note $11.60 ‘The above information was extracted from B, Smith's statement of account. ‘The amount outstanding on March 21 is, (A) $156.40 @) $179.60 (© $276.40 () $299.60 Which of the following bank services should be used to pay specified personal bills each month? 1. Ask the bank to act as an execu- tor. Il, Use standing order facilities. IIL Ask the bank to pay the creditors on demand. IV. Lodge post-dated cheques for creditors with the bunk, (A) Land If only (B) Land Vonly (©) Wand 10 only (D) Mand IV only ‘The MAIN reason for controlling credit isto (A) | deal with delinquent customers @) minimise bad debts of customers (C) _ meet financial commitments to creditors - @) give credit to all customersDays | M| Tlw]T] F . Hours} 8 | 8 |10| 8 | 8] 6 47. ‘The above table gives the number of hours an \ : employee worked in one week. What is the gross pay if the rate of pay is $10.00 an hour : for an 8-hour day, Monday to Friday, and time-and-a-half for overtime and Saturday? ’ e (A) $480.00 EE { 8) $520.00 © $560.00 @) $720.00 Se em 48 refers to the table below. The information shown below appears on a stationery stock card. Maximum: 50 reams Minimum: 20 reams DATE DETAILS RECEIVED | ISSUED | BALANCE 01.03.95 45 08.03.95 | Sales Department 10 35 10.03.95 | ‘Typing Poo! 12 2 10.03.95 | A.S. Bounty & Sons Ltd. 25 48 01.04.95 | Purchasing Department 8 40. 12.04.95 | ‘Typing Pool + 10 30 x 23.04.95 | Personnel Department 10 20 48, How many reams must be ordered on April 23 to restore stock on maximum? (A) 20 : (B) 30 © 45 ©) 50 GO ON TO THE NEXT PAGEeee aye 49, 50, 5k. 52, -10- Which of the following items would a stock clerk be responsible for ordering? L Postage stamps IL Pens m ‘Typewriters IV. Typewriting ribbons (A) only @): and IV only (©) LWandVonly > (©) EU, Mand1v What is the correct action to be taken by areceptionist who has run low on station- ery? (A) Send immediately to suppliers for a further order, (B) Ask the Petty Cashier for money to buy stationery, (©) _ Complete a requisition and hand itto the stock clerk. @) Buy the stationery at herexpense >and make a claim later. Which of the following sots of informa. tion is NOT required when preparing pur- ‘chasing requisitions? (A) Date, reference, quantity {B) Description, department, signa- ure (Q) Transport, x, arrival time (D) Sender, catalogue number, sup- lier Which of the following abbreviations is MOST likely to be included on an invoice? RSV. @ E&OE, © NCR @) RD. 53. 54, 38. 256. ‘Which of the following documents is sent to the buyer when goods are purchased? (A) An invoice ®) — Aquotation ©) Anenquiry (@) — Adebit note A time card is used when calculating the (A) salaries for monthly paid work- ers (B) machine hours needed for a job (C) time required to complete a job (D) wages for hourly paid workers An invoice dated 6 May was billed for $500 and allowed a trade discount of 2y%. The terms were 2/10, N/3O. 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