Business and Administration Level 2

Unit two: Principles of providing administrative services

Assessment 2

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 youve 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 13 pages and is made up of 9
Sections.

Name: Joanne Boyes 3rd July 2015

Section 1: Using the telephone

This section will help you to evidence Learning Outcome 1: Understand how to
make and receive telephone calls.

Learning objective Place in Assessment

1.1 Describe the different features of telephone systems and Question 1 Page 1
how to use them

1.2 Describe how to follow organisational procedures when Question 2 Page 2

making and receiving telephone calls

1.3 Explain the purpose of giving a positive image of self and Question 2 Page 2
own organisation

1. Complete the table below with descriptions of at least two different features of a
telephone system and how / when they would be used. [1.1]

Feature How / when used

1. Transfer Enables the callers call to be transferred
to another extension. This is used when
the caller needs a specific person or
department.
2. Music on hold Music will be played when the caller is
placed on hold. This is used when the
person the caller wishes to speak with is
taking another call or the person taking
the call needs to speak with a colleague
regarding the matter being discussed
with the caller.

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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). [1.2] [1.3]

All businesses will follow different rules on how you should make and receive
telephone calls but will be pretty much similar in certain aspects. Before you can
follow the organisational rules for making and receiving call for the company you
work for, you must ensure first of all that you have familiarised yourself with the
telephone system used by the company, what functions it has, how they work and
what they are used for. Also ensure you know the extension numbers for all staff
and departments.

Thinking back to when I was working these are the rules I followed when receiving
and making calls.

Receiving Calls

Always be polite, friendly and professional

Answer the telephone within 4 rings whenever possible
Greet callers in the following way Good morning Woodhouse Roofing or Anco
Roofing Supplies, Joanne speaking, how may I help you?
Make a written note of the callers name and company they are calling from
for future reference
If the caller doesnt give their name ask who is calling please
If unsure of the spelling of a callers name or company name ask them to spell
the name out for you. So you have the accurate spelling and no confusion is
caused
Ask the caller what the nature of the call is to see if it is something you can
deal with personally or needs to be passed onto Melvyn or Lee
Transfer the caller to the appropriate member of staff who can help
Inform Melvyn or Lee who the caller is and the nature of the call
If Melvyn or Lee are unavailable, inform the caller and ask would they like to
hold, if they are taking another call, would they like to call back later or leave a
message and have Melvyn or Lee call them back when they are available
If a caller telephones regarding a confidential or personal matter and the
appropriate person is unavailable, make a note of the callers name and
phone number and tell the caller you will ask who they need to speak to call
them back as soon as they are available.
Politely decline any calls that are not appropriate to the business such as cold
callers
Never give out personal or confidential information, if asked politely decline
their request.

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Before ending the call, ask if there is anything else you can help them with
and thank them for their call

Making Calls

Be prepared when making an outgoing call, have pen and paper to hand and
all the appropriate phone numbers and any paperwork involved
Always be polite, friendly and professional
Always tell the recipient who you are Hello my name is Joanne and Im
calling from Woodhouse Roofing/Anco Roofing Supplies and wish to place an
order for example
When phoning to place and order with a supplier have a list of the required
items in front of you
When phoning a customer with a quotation have a clear list of costs and
supplies in front of you and ask if theyd like a written copy to be sent out to
them
To make sure you have given the correct information and it has been heard
correctly ask the recipient to read it back to you

It is important that you give a positive image of yourself and the organisation you are
working for when you are making and receiving calls for a number of reasons. You
need to create a good impression from the minute you answer the phone so that you
can ensure that your customers are satisfied and to help retain the existing
customers the organisation already has and also to attract new ones. From the
minute you answer the phone to when the call ends, always greet caller in a friendly,
polite and professional manner and continue this throughout. This will help create
the positive image you were aiming for and make it more likely that customers will
want to deal with the organisation again. If they encounter someone on the end of
the phone who is rude and unprofessional this will paint a negative image of the
organisation and could lead to loss of business.

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Section 2: Handling mail

This section will help you to evidence Learning Outcome 2: Understand how to
handle mail.

Learning objective Place in Assessment

2.1 Explain the purpose of correctly receiving, checking and Question 1 Page 3
sorting incoming and outgoing mail or packages

2.2 Identify different internal and external mail services Question 2 Page 3
available to organisations
2.3 Describe the methods of calculating postage charges for Question 3 Page 4
mail or packages

1. Explain the purpose of correctly receiving, checking and sorting mail and
packages (both incoming and outgoing). [2.1]

For the efficient running of the business it is essential that all mail and packages both
incoming and outgoing are checked and handled with professionalism and sorted
correctly. When mail is handled inefficiently this can result in consequences for the
business as mail plays a big part.

The consequences are things such as the loss of customers and business, existing
suppliers and future ones. This can be caused by the loss of money, payments in
and out of the business, for example money that has not been paid into the business
account or suppliers not receiving their payments for goods and equipment. Invoices
and other important documents going missing or not being delivered to the correct
person or department. This means the supplier than has the inconvenience of
having to chase up the payments. And if this becomes a regular occurrence could
call into question whether they should continue to do business with the company.

Problems could also be caused for others within the business if parts, material and
equipment they have ordered by post arent delivered to them, they may be unable
to complete their own work which could be the cause of customer dissatisfaction.

All things considered this will leave a bad and negative image of the business which
is why it is essential that all mail is delivered to the correct person and department as
quickly and promptly as possible.

2. Complete the table below with the following information:

At least two examples of internal mail services that are available to

organisations
At least two examples of external mail services that are available to
organisations [2.2.]

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Internal mail services
1. Internal Post. The method used by an
organisation to distribute mail between
departments and other branches of the
company. Mail sent to other departments
is sent in A4 envelopes, sealed if their
content is confidential and marked with a
confidential label. For mail being
circulated to a number of recipients a list
of names can be attached to the
envelope. More sensitive mail will be
circulated in secure containers rather
than envelopes. A signature may be
required for confidential internal items or
those delivered to other branches by
driver.
External mail services
1. Royal Mail. This is the most used
external mail service in the UK and offers
a number of services for business users.
Such as ways to save time and expense,
for example a franking service which is
done on the businesses premises and is
lower in price than conventional postage.
Royal mail also offers a service called
PPIS which stands for printed postage
impressions. A useful service for a
business that sends large amounts of
mail daily. PPIs are a convenient
alternative to using stamps or franking.
PPIs involves pre printing postage onto
envelopes, labels and other packages for
posting.

2. Intranet. This is a popular method 2. DHL. This is a company that offers

particularly for larger organisations to
send mail internally. Mail can be sent to
a large number of employees.
express delivery services and
international shipping. They offer a wide
range of express mail, parcel and
package services and shipping and
tracking solutions to fit with the needs of
any business.

Sources: http://www.royalmail.com/business/content/home-page-
http://www.dhl.co.uk/en/express.html

3. Describe two methods that you can use to calculate postage charges for mail
and / or packages. [2.3]

One method of calculating the postage charges for mail or parcels is to visit
www.royalmail.com/price-finder. It would be an advantage if you know the size and
weight of your parcel and have it noted down. For the purpose of this exercise the
parcel weighs 30kg and is going to a UK address.

Now go to the get price section of the royal mail website, you will then be asked a
series of questions as follows:-

1. Where are you sending to

Options UK- Overseas- HM Forces overseas
London UK

2. What are you sending?

Options- Letter Large Letter Parcel
Parcel

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What does your parcel weigh?
30kg = up to 100kg = large parcel

3. What is the value of your parcel, this is an optional

And you can choose only to be shown services with delivery confirmation again this
is only an option. A list of all the available services and prices for your particular
package will be shown and you can then choose the service that is most appropriate
to your needs. The postage can then be paid for online. See attached documents for
results royalmail.doc1/doc2

A second method that can be used to calculate postage is to use a comparison

website such as www.parcelmonkey.co.uk/compare-prices. The website offers a
simple and cheap way of booking parcel deliveries services in the UK and
international destinations are available too. The site compares the prices with its
premium carriers such as DHL, Parcel force, Citylink, DX and Bybox for the type and
size of package you wish to send and to where.

Again as an example the package Im wishing to send is 30kg in weight and being
delivered to a UK address. I typed 30kg into the weight box and UK as the
destination then clicked on Get a quote, this brought up a page of comparison
results, Once you have decided on which service best suits your needs you can
make a booking online. See attached document for results parcelmonkey.

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Section 3: Using different types of office equipment

This section will help you to evidence Learning Outcome 3: Understand how to
use different types of office equipment.

Learning objective Place in Assessment

3.1 Identify different types of equipment and their uses Question 1 Page 5

3.2 Explain the purposes of following manufacturers Question 2 Page 5

instructions when using equipment
3.3 Explain the purpose of keeping equipment clean, hygienic Question 3 Page 5
and ready for the next user

1. Describe the main types of equipment found in offices and how they are used.
Include examples of at least three different types of office equipment. [3.1]

The main types of equipment that can be found in the office are printer, computer
and photocopier.

Printers are connected to a computer and used to print out hard copies of
documents that are stored in files upon the computer. The main types of printer that
businesses use are laser and inkjet. The type of printer that is required is dependent
upon how much use it will get and what speed and print quality is required.
A small low cost inkjet model would be sufficient for office needs if not a lot of printing
is done. However if the demand for printing is higher a better quality model would be
better suited to office needs, because this type of model offers a higher quality copy
at a much faster rate and are ideal for the larger type office as it can be connected to
a multiple number of computers but does have its disadvantages of if more than one
person is needing to print things off theyll be in a queue.

Printing machines also come in all-in-one type models, these combine a number of
features in one machine as the name suggests, ideal if space is limited. They
combine printing, scanning and photo copying.

Photocopiers - are used to make exact copies of a document, such as reports and
letters. They can be used to make single or multiple copies of a document such as a
memo which needs to be given to all members of staff perhaps. The main features
of a photocopier are reduce and enlarge image function, image rotation, one sided
and back to back copying, speed, image density, colours (black and white or
colours), copier memory. And some models have a finishing mode this is the ability
to collate paged documents and staple them together or hole punch them

Photo copiers can produce copies far quicker and more cheaply than an inkjet printer
can.

Computers Most if not all businesses in the 21st century will be using computers in
the day to day running of the business as this enables their employees to carry out

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their work more quickly and efficiently. And with the right type of software installed
which is usually a version of Microsoft office a range of different functions essential
to a business can be carried out, word processing used for typing letters and reports
amongst other things, spreadsheets, and the creation of databases, accounting and
publishing. The computers are likely to be on a network within the office and
connected to the internet allowing for quick and simple communication with other
departments in the building. A good point to remember is to regularly save work and
back it up then should there be any technical problem with the computer is a power
cut you know all your work is safe and you wont have to waste valuable time starting
from scratch and inputting all the information again.

2. Explain the purpose of following manufacturers instructions when using

equipment. [3.2]

There are various reasons why the manufactures instructions should always be
followed. It is to ensure the health and safety of the user of the piece of equipment.
The equipment should be regularly maintained to help prolong its life; the instructions
produced by the manufacturers will explain how to get the best out of the equipment.
If the equipment is used incorrectly this could incur additional cost for the employer
with repair bills or having to purchase a replacement.

The instructions should also be followed to ensure the efficiency of the equipment. If
used incorrectly the job that it is designed to do could be done badly, take longer to
complete or not be completed at all. This can result in a poor product and service
being provided.

And lastly instructions should be followed correctly as in the unfortunate event of the
equipment developing a fault or breaking down within the guarantee/warranty period,
if upon inspection it is found to have been used incorrectly and this is what has
caused or contributed to the problem, the guarantee would become void and not be
honoured by the manufacturer resulting in extra expense for the business having to
pay for the repairs themselves or buying a replacement.

3. Explain the purpose of keeping equipment clean, hygienic and ready for the next
user. [3.3]

The purpose of this is important for a number of reasons. When colleagues are
sharing equipment it is important that it is regularly cleaned as it can become a
breeding ground for germs and bacteria which can easily be passed on to the next
user. This may well result in employees taking time off sick. This isnt good news for
the business cause if cover cant be found then they will be understaffed which could
lead to a backlog of work.

Pieces of equipment used for printing and copying documents need to be keep
clean, to prevent any marks that are present affecting the quality of copies being
printed. The slightest mark could have an effect and show up on copies, which
would mean having to reprint them, which then results in a waste of time and
valuable resources.

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Consideration should also be given to the next user, if the person who used the
equipment and workspace last has left it in a mess not only does this show a distinct
lack of respect for their colleagues but also means they will be using their own
valuable time having to clean and tidy the space and equipment but it is also
delaying them getting on with their own work.

In summary by keeping everything clean, hygienic and ready for use. There are
likely to be less days taken off sick, employees will be more productive and efficient
and be more motivated when they can just get straight on with their work. And
resources and time wont be wasted on un-necessary tasks.

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Section 4: Minimising waste at work

This section will help you to evidence Learning Outcome 4: Understand how to
keep waste to a minimum in a business environment.

Learning objective Place in Assessment

4.1 Explain why waste should be kept to a minimum in a Question 1 Page 6
business environment

4.2 Identify the main causes of waste that may occur in a Question 2 Page 6
business environment
4.3 Identify ways of keeping waste to a minimum in a business Question 3 Page 6
environment

1. Explain why waste should be kept to a minimum in a business environment. [4.1]

There are numerous reasons why keeping waste to a minimal amount is of great
importance, the main reason being to save money but also on materials and
resources.
When a business is producing too much it can have repercussion on the long term
growth of the business, as money will then have to be spent in order to deal with the
waste and its disposal.

The causes of waste are vast and can prove to be an inconvenience and affect
productivity and cause other problems with the business for its employees and
customers. This could mean that the business needs to raise its prices on the goods
and services it supplies to help recoup some of the money lost through wasted
materials and resources which is not good news for the customers which could lead
to loss of business because theyre not willing to or unable to afford to pay the new
increased price. It will also likely cause delays.

A wasteful nature will also have an impact on the environment, due to a lot of the
waste that isnt recyclable ending up going to landfill sites.

2. Identify at least two main causes of waste in a business environment. [4.2]

The main causes of waste are due to people who for the business, materials and
equipment and planning or processes.

A lot of waste that is accumulated within a business environment is down to human

error, when they have completed a task but done something wrong during the
process. For example a typist who has not proof read a document thoroughly and
gone onto print out a substantial number of copies before the error has been picked
up on. This will now result in having to waste time and effort rectifying the error.
Lack of training is also a cause of employees causing waste when they are unaware
of how to complete a task due to poor selection and/or training.

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Waste can also be caused due to problems with materials and/or equipment. This in
turn can cause the goods and services being produced by the business to be poor
quality and more expensive. Problems like this can be caused by the break down or
fault on a machine or piece of equipment, raw materials being of a substandard
quality, components supplied from an external source being faulty.

Planning processes can also have a part to play when it comes to causing waste and
at a significant level. A decision that is made by management could either mean
being efficient or the cause of significant waste. Examples of this are over or under
supplying a product or service. A cheaper alternative raw material is being used
which could lead to poor quality and lower class of product being produced that fail
to pass the quality control process. The business may also fail to invest within the
right area of the business.

3. How can you keep waste to a minimum in a business environment? Describe at

least two ways of doing this. [4.3]

Once a business has identified what areas are causing the most waste and why they
can put plans into operations to reduce the amount of waste being produced in these
areas.

There are numerous ways in which this can be achieved. If the machinery or
equipment is in a factory setting and used for printing on a large scale for example
and this develops a fault or breaks down this could cause a considerable amount of
waste if everything that has been produced by the machine isnt up to standard so
cant be used, it all would need to be disposed of, which could mean thousands of
posters, leaflets or booklets.

In order to prevent this from happening again and producing even more waste which
will cost the business, as paper and ink will have been wasted and more will need to
be bought. The equipment should be checked to ensure it is operating correctly
before use, be regularly maintained to keep it in good working order and the
maintenance schedule checked to see when it is due for its service. Also check if
the equipment needs to be replaced and always check that guarantees are in date.

Another common cause of waste being produced is due to human error, the people
working for the business completing tasks but making a mistake. If the company is a
printing firm who specialise in printing a wide range of top quality personalised
products such as business cards, menus and wedding stationery to name but a few.
Human error can occur during the process of producing one or more of these
products.

For example the company has received an order for some wedding stationery. The
order is for 100 wedding invitations and 150 evening invitations. The following
information is what needs to be printed on to the invitations.

Wedding Invitations Sophie & Arron, 16th August 2015, St Pauls Church, Alverthorpe,
Wakefield, 1.00 pm, reception at Dimplewell Lodge, Ossett, Wakefield

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Evening Invitations Sophie & Arron 16th August 2015, Dimplewell Lodge, Ossett,
Wakefield 8.00pm

The employee in charge of the order prints out the 2 sets of invitations a total of 250.
When the couple arrive to collect their order they realise that the printer had made a
mistake on both sets of invitations. The names on them read Sophi & Arron, not
Sophie & Arron, the letter e had been missed off the brides name. Before printing
the invitations the printer hasnt double checked all the details entered into the
computer, so hasnt seen that the letter is missing. As a result of this error the
invitations need to be reprinted again with the correct information and as also
resulted in wasted time and resources and produced waste. This could be avoided
in future if the printer proof reads everything before the printing process begins.

Another way to minimise the amount of waste produced if it is due to the fault with
the components or raw materials used supplied from external sources. Always
check orders that have been placed for raw materials and components to check the
correct amounts have been ordered and not too much, it could be something that is
none returnable for some reason which means the business will have excess which
they need to dispose of and the business will also be out of pocket. When materials
and components are delivered always check these before they are used, if they
appear to be of a substandard quality the finished product their use was intended for
will also be substandard quality and not be useable. If the materials and
components are faulty and this occurs regularly then it is advisable to consider
changing to a more reliable supplier of these items.

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Section 5: Making arrangements for meetings

This section will help you to evidence Learning Outcome 5: Know how to make
arrangements for meetings.

Learning objective Place in Assessment

5.1 Identify different types of meetings and their main features Question 1 Page 7

5.2 Identify the sources and types of information needed to Question 2 Page 7
arrange a meeting
5.3 Describe how to arrange meetings Question 2 Page 7

1. Complete the table below listing at least two different types of meetings and
describing the main features of each type of meeting. [5.1]

Type of meeting Main features

Annual General Meeting (AGM)
This type of meeting is help as the name
suggests once a year and attended by
the directors and shareholders of the
company. They are held to inform
members of activities since the last
meeting and future plans. And also to
elect the board of directors. It is also an
opportunity for members to ask
questions.

Regular Meeting This type of meeting is recurring and

usually attended by members of
management and their purpose is to
discuss any concerns, ongoing problems
and discuss ways of making
improvements.

Informal Meeting The purpose of this type of meeting is to

discuss non urgent problems and discuss
ideas.

Source: Wikipedia.org

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2. When arranging a meeting:

What sources and types of information are typically needed? [5.2]

How should meetings be arranged? [5.3]

When a meeting needs to be arranged, in order to ensure the smooth, trouble free
running of the meeting there are numerous steps to be taken before, during and after
the meeting. And many things to be taken into consideration, including the meeting
brief and what resources are going to be required.

Before The Meeting

The first thing to do is prepare a meeting brief; this should contain specific
information such as who needs to be in attendance for example managers, directors
or employees. When and where is the meeting to take place including date, time
and venue? And what resources and equipment is required, for example sound
system, number of chairs and tables, flips charts and video screen. And also what
the catering requirements are, such as refreshments only, light lunch or buffet. Once
you have all this information to hand, ask your manager too look over the brief and
confirm all is in order.

Once the brief had been confirmed get in contact with chosen venue, caterers and
company supplying remaining equipment and confirm details with them, date, place
and time and requirements, approximate number to cater for, tables and chairs. At
this stage you can now prepare and produce the meeting agenda and papers that
will be required for the meeting. The type of agenda used will depend upon the
purpose of the meeting. It will list things such as old business that was discussed at
a previous meeting and any new developments. A list of new business issues which
are to be discussed, other issues and the meeting closure which will be to go over
any key points made, how to inform those not at the meeting and confirm if there is
to be another meeting. The agenda will also state the date, start and finish times of
the meeting, name of the venue and list of attendees.

The invitations and copy of the meetings agenda can now be sent to the attendees.
Await confirmation from those invited who will be attending, this will help when
setting the room out. Make sure any specific needs any attendees have made you
aware of are met. Now is the time to resolve any errors regarding requirements
making sure enough chairs and tables have been ordered. Gather and dispatch all
the necessary paperwork for the meeting by the agreed date. Also ensure that spare
copies of necessary paperwork have been produced and readily available.

The final stage before the meeting is to set up the conference room arranging the
layout of tables and chairs and setting up the equipment ready for use.

During The Meeting

Once everyone is settled and the meeting ready to commence ensure that all those
in attendance have a full set of the relevant paperwork, if they have arrived without
provide them with a new copy.

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Make a record of accurate notes of the meeting. These are called the minutes
Ensure things such as date, time and venue, those present and those absent.
Matters discussed as per the agenda, decisions made and any action taken or to be
taken and who is or will be responsible. Any other business that may have been
discussed and date and time of the next scheduled meetings if applicable are all
recorded.

When required provide information and additional support such as arranging for
additional refreshments if the meeting is running longer than anticipated. Look up
information from a previous meeting if it is required.

After The Meeting

Once the meeting has ended, produce a typed up record of the minutes from the
meeting. Give it to your manager to peruse and approve, make any amendments to
the record should it be required. Then deliver the record to all parties concerned
within the agreed time scale. Also check that all equipment and resources have
been returned.

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Section 6: Organising travel and accommodation

This section will help you to evidence Learning Outcome 6: Understand procedures for
organising travel and accommodation arrangements.

Learning objective Place in Assessment

6.1 Explain the purpose of confirming instructions and Question 1 Page 8
requirements for business travel and accommodation

6.2 Outline the main types of business travel or Question 2 Page 8

accommodation arrangements that may need to be made and
the procedures to follow
6.3 Explain the purpose of keeping records of business travel Question 3 Page 9
or accommodation arrangements

1. Explain the purpose of confirming instructions and requirements for business

travel and accommodation. [6.1]

The purpose of this is to ensure that the business travellers specific requirements
are met and their trip is a smooth and hassle free one. If the person in charge of
booking everything fails to get instructions and requirements confirmed, then this can
cause a number of problems such as wasted time and money.

Before making bookings for accommodation and mode of transport it is essential that
all the information to hand has been verified by the traveller to avoid
misunderstandings, as misunderstandings can occur in different ways, including
places that have the same name for example Middleton this is a town in Greater
Manchester but there is also an area in Leeds West Yorkshire also called Middleton.
Confusion over the number of nights of a stay, for example a 3-day stay at a bed and
breakfast could also refer to 3 nights stay or 2 nights and 3 breakfasts. Confusion
can also arise over times and dates for example, 1.30 maybe referring to 1.30am,
1.30pm or in some cases 30th January.

So it is advisable to write down all the instructions and information then have the
traveller check you have all the accurate information and even ask them to sign it to
make doubly sure. If the traveller, then spots any inaccuracies with the brief at this
stage these can be rectified easily and then the process of finding suitable
accommodation and transport to meet the travellers needs can begin. When looking
at the options available always keep in mind any budget that may have been set for
the business trip. Once all the information on suitable options has been collected,
show this information to the travellers so they can decide upon which option they find
most suitable for them before making any firm booking and buying tickets. When
everything has been booked check carefully that everything is in order all dates and
times is correct. If there is the slightest mistake and its not picked up on, it could
prove to be an expensive mistake as new tickets may need to be purchased if a
refund is not available and it could also spoil the whole business trip for the traveller
having to deal with such mistakes as buying new tickets or finding alternative
accommodation if there has been a problem with the original booking such as double

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booked or booked in for the wrong date and no other suitable rooms are available at
the time.

2. Complete the table below with an outline of the main types of business travel and
accommodation arrangements that may need to be made and the procedures that
should be followed when doing this. [6.2]

Travel and accommodation Procedures

arrangements

Hotel/Bed and Breakfast Ask the traveller their requirements and

needs for example, length of stay, do
they require full or half board and
preferred dates. Sticking to agreed
budget. Research available suitable
accommodation. Use any discounts if
applicable. Pre-make booking and
confirm with traveller arrangements are
suitable and they are happy with these
arrangements, choice and location of
accommodation and dates. Keep a clear
and organised record of arrangements in
an easily accessible system.

Aeroplane Ask the traveller their requirements and

needs for example do they require
business or 1st class, and aisle or window
seat and dates and times they prefer to
travel. Ensure agreed budget is adhered
to. Check flight availabilities with the
different airlines to find the best deal or
with preferred airline of the traveller if
they use a particular one regularly.
Check with traveller they are happy and
the arrangements are to their
satisfaction. Book, confirm and pay for
the tickets and collect them. Keep a
clear record of all flight arrangements
made and put them with hotel records in
the filing system for future reference.

Train Gather information from the traveller as

to their requirements and needs for
example do they wish to travel 1st class,
do they prefer a direct route to their
destination, do they need any help on
arrival at the station, if they have a
disability for instance. As always stick to
agreed budget and check available train

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times, best deal on prices and routes.
Once you have the information check
with the traveller all is satisfactory and
meets their approval. Such as chosen
dates and times of journey, route and
location of the stations to and from their
destination. Book, pay for and collect
tickets. Keeping a record of all
arrangements and costs, file it with any
other travel/accommodation
arrangements made for the same
business trip.

Taxi/Hire Car Gather all relevant information from the

traveller with regards to their
requirements and needs, for example if
they chose taxi, what date, time and
locations do they wish the be collected
from and taken to. If they prefer to use a
hire car, what size vehicle, how long do
they wish to rent the vehicle for and
where do they wish to collect and deliver
the vehicle from and to. If using a taxi
service ask traveller to obtain receipts for
the cost of each journey taken. Keep a
record of hire car agreement and
charges or taxis arrangements and
receipts along with any other relevant
paper work related to the business trip.

3. Explain the purpose of keeping records of travel / accommodation arrangements

in a business environment. [6.3]

It is important for both financial and organisational reasons why records of all travel
and accommodation arrangements and expenditure should be kept.

Keeping records for financial purposes is a good idea and good business practise for
a number of reasons. It helps keep track of the expenditure being used on travel
and accommodation and also help to monitor how much is being spent by individual
members of staff and other departments. It also makes it possible to then review this
information against the set budgets which will have been agreed upon and given to
each individual or department. All this kept accurate information, receipts for train,
flights, tickets, fuel, hotel accommodation, food and other expenses can then be
used by the companys accountants when the accounts have to be drawn up and it
will also help with setting future budgets.

It is also important to keep a good, well organised and easy to retrieve record of all
travel and accommodation arrangements. This can be done by saving all the data to
computer and also keeping a hard paper based copy in a well organised filing

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system, then should any details need looking into at a later date, train or flight times,
car hire details this can be done quickly and is easily accessible to other members of
staff should be person who originally arranged everything is unavailable.

A business that keeps good accurate records is also building up a good bank of
knowledge which will be beneficial to the organisation. The records help to build up
a good record of all the travel processes that have been used for their business
travellers, for example which hotel was used and its location. Which airline was
used and how competitive are their prices. Also asking the business traveller a few
questions regarding their trip can be helpful. For example was their hotel ideally
situated, did it meet all their needs, was their flight up to standard. By gathering this
type of information will make things easier when planning future business trips
because the person in charge of making arrangements will have a better knowledge
of which hotels to use and which arent suitable, which airlines are cheaper but also
offer an excellent service. And which hotels and airlines are best avoided.

Section 7: Diary management procedures

This section will help you to evidence Learning Outcome 7: Understand diary
management procedures.

Learning objective Place in Assessment

7.1 Explain the purpose of using a diary system to plan Question 1 Page 10
activities

7.2 Identify the information needed to maintain a diary system Question 2 Page 10

1. Briefly explain the purpose of using a diary system to plan activities at work. Give
at least two reasons. [7.1]

It is important for a number of reasons why using a diary system of some mind in a
work environment is a good idea, and this is something I did personally when I
worked as a secretary for a busy roofing merchants/contractors. It made day to day
life a lot easier for me and my employers Melvyn and Lee.

A diary system allowed me to keep a record of varies commitments that me and my

employers had each day. It was a good way of keeping a record of any
appointments or meetings my employers had booked in for the day both business
and personal. By keeping a record in a diary it enabled me to remind them of these
commitments so that they werent missed and the times of other people and
recourses wasted. It also enabled me to ensure they didnt become doubled booked
and appointments made when they had other commitments away from the business
which became a daily occurrence when both my employers took on new jobs as
surveyors for councils in the Yorkshire area.

It was a good way of keeping a record of telephone calls especially those received,
who the call was from, who they wished to speak to, nature of the call and date and
time it was received and any message the caller left. We would also put our initials

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against each message recorded in the book so we knew whod taken the call in case
there was a query regarding some aspect of a particular call. Once the details had
been passed to the appropriate recipient either one of my employers or myself if I
was out of the office we would then either place a tick of highlight the entry.

A diary system is also an ideal way of keeping notes about tasks that have to be
completed day to day. Again this is something I did personally when I was working.
As I worked for two companies owned by brothers who shared a building I was the
only member of office staff employed so all work typing, book keeping, invoicing etc
for both companies was done by me so I had a lot of different and varied jobs to do
every day. On a Monday morning on arrival at my office Id check what my
employers had left for me that needed typing up and any other paperwork they made
me aware of and read through any other instructions left for me. I would then
prioritise the work and note down what I needed to deal with first for example typing
up invoices to send to account customers when it neared the end of each month,
and quotations that had been requested for roofing work or the cost of supplies. The
remaining work I would spread out over the course of the week, when each task was
completed I would highlight the entry so then at a glance I could see which tasks I
still had outstanding. It was also useful for my employers when they came into the
office over the weekend when we were closed and I wasnt there, they could check
my diary in my absence and see that all that weeks work had been completed
successfully and on time by the time I locked up for the weekend. It was also of
benefit to my employers if I was away from the office due to illness or I was at the
training centre, they could see what still needed to be completed and if necessary
arrange cover for me.

2. Identify the information needed to maintain a diary system in the workplace. [7.2]

When maintaining a diary system it is a good idea to keep the five Ws in mind. The
five Ws are Who, What, When, Where and Why. This will provide accurate and
adequate information which can then be entered into the diary.

For example when I was working for the roofing company on occasions I had to book
appointments for my employers with representatives from suppliers or the site
manager from one of the housing developments that we had contracts with. The
following information is what I would enter in to the diary.

Who Brian Naylor-Site manager

What Regarding Plot numbers 20 & 21

When 11th May 2015 @ 2.00pm

Where Report to site office, Persimmon Development- Lark Rise View, Leeds,
Telephone 01132 610417

Why Problem with roof tiles

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This gave my employer adequate and accurate information needed to prepare him
for the meeting and sort out any paperwork he may need to take along. He knew
who his meeting would be with, what the meeting was about, when the meeting was
taking place, where the meeting was taking place and why the meeting was needed.

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Section 8: Delivering effective customer service

This section will help you to evidence Learning Outcome 8: Understand the purpose of
delivering effective customer service and how to do so.

Learning objective Place in Assessment

8.1 Contrast the differences between internal and external Question 1 Page 11
customers in a business environment

8.2 Explain why customer service should meet or exceed Question 2 Page 11
customer expectations
8.3 Identify the purpose and ways of building positive Question 3 Page 12
relationships with customers

8.4 Identify how customers demonstrate their own needs and Question 4 Page 12
expectations

1. What are the differences between internal and external customers in a business
environment? [8.1]

An internal customer is someone such as an employee because they are directly

linked with the business. An example of this is when I worked for the roofing
company; our roofing contractors would request materials they needed in order to
continue with their job, things such as roofing tiles, bitumen and nails. The request
would be passed to Andrew the trainee who worked in supplies who would then
collect the items requested ready for the contractors to pick up on their way out.

An external customer is someone who has no internal connections with the

business. An example again from my time working for the roofing company, we had
trade customers others in the roofing trade who would come to us to buy all their
materials and equipment

2. Explain why customer service should meet or exceed customer expectations.

Include at least three reasons in your answer. [8.2]

The importance of meeting and exceeding the expectations of your customers is so

that they will be satisfied and happy with the services with which you are providing
them.
Good customer services are of benefit not just to the customer but also the business
as well. There are numerous reasons customer expectations should be met and
exceeded.

When you are providing your customers with an excellent customer service you will
gain their trust as they will know that you are a business that can be relied upon to
deliver your promise to them and should they experience a problem with anything
that they have purchased from the company, that you will do whatever it takes to

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rectify the matter. Having the trust of your customers will also lead to customer
loyalty and they will not hesitate to do business with you again and again.

Giving your customers an excellent customer service experience will encourage

them to recommend your business to their family and friends because they know the
products you produce and sell are of excellent quality and affordable and that the
people they have given recommendations to are going to receive the same excellent
service that they themselves have experienced. This also gains your business good
publicity from all the word of mouth recommendations from all who have had an
excellent customer service experience.

Also delivering your customers with excellent customer services means that you will
have a greater feeling of job satisfaction from knowing that you have done everything
humanly possible for your customers they will appreciate that extra mile you may
have gone for them. This will lead to the quick growth of the business due to all the
new customers coming through the doors and you have a greater chance of your job
security.

If you were to give your customers poor customer services things would turn out very
differently, you wouldnt have their trust, may only use your business once and warn
others against the business due to the bad customer service experience they have
had, which will lead to the business receiving bad publicity which is likely to lead to
loss of custom and the future of your job may become uncertain.

3. Explain the importance of building positive relationships with customers. Outline

two ways in which this can be achieved. [8.3]

Building positive customer relationships is important and of mutual benefit to both the
business and your customers. There are some factors to be taken into consideration
that can contribute to forming a positive relationship, these are respect for each
other, trust between both parties communication between both parties is very
important. Focus from both parties is needed to gather the facts and on finding
solutions. And finally clarity, both parties should be clear on how each other is
feeling and their needs.

A business that is committed and has a positive attitude to building relationships with
their customers will be far more likely to be able to satisfy their customers needs in
long run which is beneficial to both parties.

There are numerous ways in which to achieve positive relationships between

business and customer. When dealing with a customer who regularly uses your
business and buys your products or uses the services you provide, treat them with
respect and as a valued customer and if you know their name and feel it would be
right to do so address them by their name Good morning Mrs Hunt, How are you
today? This will make them feel valued as an individual and show that you dont
just see them as a faceless individual amongst the crowd and merely a means of
making money.

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If one of your customers requests a specific item that you dont stock are awaiting a
delivery of the item they want. Explain to your customer why you dont have the item
in stock either because you dont have great demand for the item so its not really
cost effective or the item is very popular and is currently out of stock but a new
delivery is expected. Then tell them what you will do, when the new stock arrives
you will reserve one of the requested items for them so that they dont miss out
should they sell out again before the customer is able to visit the business again, or
you will try and another source who may stock the item that you dont.
By doing this your customer will feel valued and appreciate the extra mile you are
willing to go for them and this may also help bring extra business your way

4. How do customers demonstrate their own needs and expectations? [8.4]

In order for business customers to demonstrate their needs and expectations, it is

good business practise for the business to obtain feedback from their customers. By
doing this the business will gain a better knowledge of whether or not the products
and services they currently offer their customers are meeting their needs. Also by
gaining feedback from their customers shows that the business is committed to them
and thinking of their needs and not just of their own.

There are several ways in which a business can gather the feedback they require
from their customers. By informal means, a focus group, feedback forms and
customer surveys, customer research and complaints.

If collecting feedback in an informal manner feedback can be collected by members

of staff and be done by having conversations with the customers. Using this form of
feedback the customers can verbally express their feedback opinions on what they
like or dislike about the business or product/service currently on offer. Their
preferences for the future, what theyd like to see added to a product range or a new
service added for example a gift wrapping service if the business is one that sells
cards and gifts. And any other changes they may wish to see. Once all this
feedback had been collected it can then be analysed and any recurrent themes in
particular identified. And then senior managers can be informed of these to enable
them to look into them and respond.

If the business decides to use a focus group approach as a way to gather feedback,
their customers or potential customers will be put into small groups and asked to
discuss the various aspects of products or services that they buy. The purpose of
this approach is so the business can identify things that could be of influence to
current and future products or services.

The business may choose to use feedback forms and customer surveys as their
means of gathering feedback their customers needs and expectations. Customers
will be asked to complete them then either hand them in or return them via post if
they were received by post. Once all the completed questionnaires and surveys
have been returned they will then be looked at and any recurrent themes identified.
The purpose of this form of gathering feedback is to collect information from high
quality customers. A business can also survey potential new customers to find out
their needs and expectations.

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Another useful source in which a business can gain useful feedback is by speaking
to former customers regarding what customers need and are expecting. If your
customers are no longer doing business with you and are getting the products and
services from another company, then you need to know why, if its more than just a
case of them having moved from the area maybe. So this process will be helpful
and gather the valuable feedback needed as to why this has happened and like with
all other forms of feedback any recurring themes identified and looked into on ways
they can be improved upon in the future.

Businesses can also gain valuable feedback from any customer complaints they
receive which ideally no business wants to be in receipt of but this can unfortunately
occur from time to time. When a customer feels the need to make a complaint about
some aspect of a product or service they have received, this is because their needs
or what they were expecting from the product or service havent been met to their
satisfaction. This will give the business a crystal clear view of what they were
expecting or needed and the reasons these needs and expectations fell short and
give them the opportunity to put things right so they dont continue to receive
complaints about the same things in future.

Being able to satisfy customers needs and expectations is a must and businesses
should make sure that they design the systems, procedures and tasks they use so
that the desired expectations are met. Outputs within the business need to be
agreed upon and outputs that the business is confident of being able to deliver. If
delivery outputs are below the level of customer needs, this could be the cause of
dissatisfied customers and loss of sales or customers or an increase in the number
of complaints.

Section 9: Reception services and procedures

This section will help you to evidence Learning Outcome 9: Understand the purpose of
reception services and how to follow reception procedures.

Learning objective Place in Assessment

9.1 Describe the purpose of the receptionist role as the first Question 1 Page 13
point of contact between the public / client and an organisation

9.2 Explain how to present a positive image of self and the Question 2 Page 13
organisation and the purpose of doing so
9.3 Explain how to carry out entry, departure, security and Question 3 Page 13
confidentiality procedures in a reception area

1. What is the purpose of the receptionist role as the first point of contact in a
business environment? [9.1]

For many businesses especially larger ones they will employ a receptionist who will
be the first person visitors will come into contact with on arrival. The receptionist
therefore is usually the person who gives the visitors a first impression of what the

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business is going to be like. When welcoming visitors and answering the
receptionist should act in a professional, quick and efficient manner and be polite
and friendly at all times. This gives the business a positive image. If the receptionist
treats visitors and callers with disrespect and in an unfriendly, inefficient manner this
paints the business in a negative light and could result in the loss of valuable
business.

2. Describe how a receptionist can present a positive image of themselves and the
organisation and explain why this is important. [9.2]

There are numerous ways in which a receptionist can present a positive if

themselves and the company they work for. An absolute must is the receptionist is
of smart appearance and well groomed at all times when doing their job. This
means clothing or uniform are immaculate, ironed and shoes that have been
polished and are spotless. Wearing perfumes and aftershaves that are too
overpowering should be avoided; less is more as the saying goes. It is essential as
well as clean clothing and footwear the receptionist has well groomed hair which is
clean and tidy, clean hands and nails that are neatly manicured.

A key quality that is essential in the roll as receptionist is excellent communication

skills, when speaking to visitors and callers the receptionists speech should be clear
and at a sensible speed and volume that fits the occasion as they could be dealing
with someone who is hard of hearing, if this is the case they need to speak more
loudly so they can be heard. Ask the caller or visitor relevant questions and pay
close attention to their responses. If the person the visitor has arrived to see is
running late for example, keep them informed of what is happening. It is also vital
that the receptionist behaves in a polite and friendly manner and is attentive without
being overbearing and use non verbal cues such as a smile, make eye contact with
the visitor and pay attention when they are speaking.

The receptionist should demonstrate professionalism at all times, making sure

visitors are dealt with quickly, visitors badges issued where necessary and making
sure that they have signed in and out in the visitors book.

A receptionist who behaves in a friendly, helpful and professional manner not only
provides a good impression of themselves but also the company they are employed
by. This will encourage visitors to want to do business with the company again and
they will be more likely to recommend the company to others. If visitors and callers
found the receptionist to have an unprofessional, unfriendly abrupt manner, a
negative image of the company is given and may make the visitor/caller uneasy and
they may not wish to do business with the company again in the future and when
asked by other for a recommendation they will give a bad review of the company,
losing them potential new business.

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3. In relation to your own organisation (or one that you are familiar with), explain
what must be done when carrying out entry, departure, security and confidentiality
procedures in a reception area. [9.3]

In most business premises the reception area is more often than not always situated
in an easy to locate position within the front entrance. And this I have found to be
the case during recent visits to 3 different places. Having the reception area situated
in such a place also means the receptionists job along with answering the telephone
and greeting visitors to the business will also have the responsibility of carrying out
entry, departure, security and confidentiality procedures.

It is essential that some types of procedures are in place as this will ensure the
business is a safer more secure environment in which to work and visit for everyone,
staff and visitors. Some businesses have a buzzer or intercom system in place
outside their main external door which leads into the reception area, this is controlled
from inside by the receptionist and needs to be pressed by visitors in order for them
to be admitted in to reception.

During business hours it is important that the receptionist or relief receptionist is on

duty at all times. The receptionist should safeguard the confidentiality of the
computers that may be used in the reception area. The desk should be laid out so
that the monitor is facing away from the front desk to ensure that it cannot be
overlooked by visitors. If the receptionist should need to step away from her desk,
she should ensure all screens on the computer have been closed and has logged
out of the system. This will prevent anyone gaining access to confidential
information help on the system.

If any files or documents of a confidential nature are left in the reception area, the
receptionist should put these in a safe place that can only be accessed by authorised
personnel. The information stays confidential and is not disclosed to members of the
public. As reception is a public area confidential documents left lying around could
easily be looked at.

On arrival the visitor/staffs first point of contact is the receptionist who will log their
name and time of arrival in the visitors book. This is good business practise
especially in large businesses and is useful should in the unfortunate event of an
emergency arising which requires the building to be evacuated everyone on the
premises can be accounted for by checking them against the entry in the book.

Once the visitor has been logged in the visitors book, the receptionist may issue
them with a visitors badge if they are there in a professional capacity such as
representatives from another company or someone from another branch. By issuing
visitors badges makes it easier to keep track of authorised and unauthorised
visitors especially in restricted areas of the building. Anyone not wearing a badge
and not down in the visitors book can then be asked to leave and escorted from the
building.

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On arrival ask the visitor the name of the person with whom they have an
appointment if they havent already done so. The receptionist can then inform the
appropriate person that their visitor has arrived and in doing so verify their identity
and that they do have an appointment. It also ensures the visitor isnt kept waiting
unnecessarily and is seen quickly.

Once the visitor has finished their business the receptionist should collect the visitors
badge and in the visitors book log down what time the visitor leaves. The reception
area should be checked regularly to ensure visitors havent left any belonging
behind. Any items such as bags and brief cases that have been left behind and not
claimed will be treated as suspicious and it is the receptionists duty to inform the
appropriate people on the premises and inform the police. So it is a good idea to
check with visitors before they leave that they have everything as this will save a lot
of time and disruption being caused later.

Once you have completed all 9 Sections of this Assessment, go to

www.vision2learn.com and send your work to your tutor for marking.

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