Secretary Skills Test, Grade 3 | Practical: Manners and Hospitality
Problem 1 ・ Question 1 / 10
A visitor arrives earlier than the appointed time. Which response is most appropriate?
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Show the visitor through courteously, and check the availability and wishes of the person they have come to see.
Problem 1 ・ Question 2 / 10
Which is an appropriate way to answer the telephone when the manager is out?
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Do not give away unnecessary personal information; establish the caller's business and how they would like it handled.
Problem 1 ・ Question 3 / 10
Which is the appropriate way to receive a business card?
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Face the other person, take it politely, and check the name and affiliation.
Problem 1 ・ Question 4 / 10
In a reception room, which seat is generally the seat of honor?
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The quiet seat furthest from the door is generally the seat of honor for a visitor.
Problem 1 ・ Question 5 / 10
Which consideration is appropriate when serving tea to a visitor?
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Place it carefully where it obstructs neither the conversation nor the papers, and where it is safe and easy to reach.
Problem 1 ・ Question 6 / 10
You could not catch the caller's company name while transferring a call. What should you do?
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Repeat back and confirm politely, so that the call is not transferred in error.
Problem 1 ・ Question 7 / 10
Which is the appropriate way to refer to your own manager when speaking to someone outside the company?
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When speaking to someone outside the company, no honorific is attached to one's own colleagues, giving forms such as "Tanaka, our department manager".
Problem 1 ・ Question 8 / 10
What should you do when a meeting request must be declined?
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Keep consideration for the other party and offer what options there are, such as another date or another person to see.
Problem 1 ・ Question 9 / 10
What is the appropriate first response when taking a complaint by telephone?
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Listen first, show consideration for the trouble caused, and grasp the content accurately.
Problem 1 ・ Question 10 / 10
What needs the greatest care when notified of a bereavement?
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Funeral etiquette differs by religion, region and one's relationship to the bereaved, so check before acting.