1. Twenty Questions
Subject: Retail

2. Twenty Questions 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20

3. 1. Office policy might be that the receptionist opens & reads incoming mail. Why?
In order to identify the best or most appropriate person or department to deal with each item of correspondence.
Also to weed out any junk mail that is not necessary to pass on to people or departments

4. 2. What is a ‘With Compliments’ slip and what is it used for?
A ‘With Compliments’ slip is a smaller piece of paper (usually A5) that carries the company’s details in the form of letterhead with a small section to include a note to the recipient.
Usually used on outgoing mail when a document or attachment is sent and a full letter is not necessary

5. 3. List four details that may be recorded in the incoming mail register
Date received
Time received
Sender name/details
Subject
Nature of items
Action taken

6. 4. List four things that should be checked before mail is dispatched
Complete and correct address details
Address requirements followed
Correct postage
Suitable envelope
Items are securely packaged

7. 5. What are five requirements that Australia Post have regarding bulk mail
Sort envelopes by post code
Use bar coding
Bundle mail into bundles of specific number of envelopes
Bundle all same size envelopes together
Use correctly sized envelopes
Bundle all mail face up
Secure bundle with two thick rubber bands

8. 6. Do you need to do anything special for items sent by courier?
Still make sure they are correctly addressed and packed securely
They do not need to be batched the way normal mail does
It is easier for the courier if items that are to be delivered locally are kept separate from those going inter-state

9. 7. List 7 items of equipment you may come across in an office
Computer
Calculator
Scanner
Fax
Photocopier
Printer
Shredder
Laminator
Binder
Guillotine
Eftpos machine
Telephone
Answering machine

10. 8. What does MFD stand for? Give an example
Multi-Function Device
Examples
Printer, Photocopier & Scanner in one
Telephone & Fax in one

11. 9. What are some things you can to prevent and avoid computer problems?
Install anti-virus software
Run virus checks regularly
Regularly use the scandisk facility
Run regular disk defragmentation

12. 10. What are some daily practices for leaving the work computers at the end of the day?
Shut down computers completely every night
Shut down completely and turn off at the wall
Close all files and log off, leaving the computers on screen saver. This way you need a password to access the computers
Leave employees to chose their own personal preference for leaving at the end of the day.

13. 11. How can you identify faults with technology and equipment?
Perform regular routine equipment checks
Ask staff if they have encountered any problems
Keep a log book of detected faults
Perform regular OH&S inspections

14. 12. How can you anticipate and avoid faults with technology and equipment
Prepare a scheduled maintenance program
Read the instruction book
Regularly back-up data (computers)
Use the log of detected faults to look for patterns

15. 13. What information might you need to give to access or retrieve a file?
Name or initials
Position in company/business
Date
Time
If the file is not for you – the name of the person the file is for
Date that it is expected to be returned

16. 14. Activities which will update a file
Adding a document
Removing a document
Amending information in documents
Substituting or swapping documents

17. 15. What is wrong with using paperclips and staples to secure files?
Paperclips are ineffective – they can fall off or get caught up with other paper or clips
Staples are too permanent and can be annoying when trying to add or cull information from a file

18. 16. What are the major complaints from customers in relation to telephone calls?
Calls do not get returned
Have to hold on for too long
Lack of customer service

19. 17. What information do you need before making an outgoing call?
Correct telephone number
The name and department of the person you wish to speak to
Why you are calling – what is the purpose of the call

20. 18. What should you do when transferring a call
Tell the caller where their call will be transferred to and who they will be speaking to
Tell them why they are being transferred
Make sure that somebody picks up the call
If the call does not go through (the person you are transferring the call to is not there) apologise to the caller and give them the option of perhaps holding, calling back or having the person they need to speak to call them back

21. 19. What should you check when editing a document?
The style and layout
Spelling
Correct use of words – if in doubt check the thesaurus
Check that you have used well constructed sentences – that it makes sense
Paragraphs are correct and all important information is included
Check that it is easily understood and that it can’t be misinterpreted
Check for accuracy of information

22. 20. What is a ‘form’ letter?
A ‘form’ letter is a standard letter used in a business
Examples:
Letters requesting payment of outstanding money
Letters advising the arrival of a backorder