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6. Which stock control method is used when supplies are ordered as and when required?

  • Last in First out
  • First in First out
  • Just in time
  • Just in case

7. Which of the following is the term "Take it or Leave it" used in?

  • Hard negotiation
  • Soft negotiation
  • Win/Win negotiation
  • Informal negotiation

8. What is the most significant impact of the photocopier running out of toner?

  • An order can be placed
  • Work flow is reduced
  • Output is maintained
  • A technician must be called

9. What is the most important reason for having a clear procedure for dealing with customer complaints?

  • To ensure staff work autonomously
  • In order for customers to be treated the same
  • To ensure organisational requirements are met
  • In order to save time using letters (templates)

10. Which of the following should be used when booking a meeting for a colleague?

  • The external contractors diary
  • The organisations diary
  • The member of staffs diary
  • The departments diary

11. What is the most cost effective reason for the same model of printer to be used throughout an organisation?

  • Consistent use of equipment in all departments
  • One type of cartridge can be ordered
  • it enables anyone to place the cartridge order
  • Staff know how to use equipment

12. An issue that is the most likely to arise when booking an appointment for a co-worker is not..

  • Having relevant diary permissions
  • Having a good rapport
  • Knowing usual diary schedules
  • Knowing daily booking

13. Which of the following is most likely to exceed customer expectations?

  • A loyalty scheme
  • A formal feedback procedure
  • A focus group meeting
  • A brand logo

14. What method of feedback is a social media post from a customer?

  • Reactive
  • Informal
  • Proactive
  • Formal

15. Which of the following is a formal method of collecting feedback?

  • Focus groups
  • Online reviews
  • Letters of thanks
  • Customers comments

16. Why is it most important for an organisation to meet customers expectations?

  • For ensuring profit
  • To receive feedback
  • For repeat business
  • To receive approval

17. Which of the following must be used to keep a paper diary system private?

  • Colour coding
  • Shorthand
  • A lockable desk drawer
  • An alternate system

18. Which of the following is most likely to be caused by a positive change in team dynamics?

  • Decreased profitability
  • Increase morale
  • Increased profitability
  • Decreased morale

19. Why is it important to negotiate when handling a complaint?

  • It balanced the needs of organisations and the customer
  • The organisation avoids compensation
  • it shows that the organisation cares
  • The customer feels like they are being listened to

20. Why is it important to identify the desired outcome when working on a project?

  • To ensure colleagues are held accountable
  • So that a list of equipment is considered
  • So that sufficient resources are made available
  • To ensure organisational timetables are monitored