NVQ level 2 unit 2 Business Administration. Worksheet on Principles of providing administrative services

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Business and Administration

Unit two: Principles of providing administrative services


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
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  • Then, go to  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 9 pages and is made up of 9 Sections.


Section 1 – Understand how to make and receive telephone calls

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

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).

How to use the telephone system-

  1. When making calls-

Always have the clients information on the screen before calling and the correct job number and details for the call. Plan the call before starting it. Use the right tone of voice and have a positive outlook in your mind.

When the call is answered always identify yourself and the company and ask who you are speaking to.Smile whilst talking.  If not the correct person ask for them. Clearly explain the reason for calling and ask them to confirm their details as per Data Protection Act. Get the job booked in and confirm date and job number back to customer. Thank the customer for their time and ask if there is anything else you can help them with.

  1. When receiving calls-

Always endeavour to answer within a specified time limit and greet the caller with the   personalised greeting that includes your name and ends with “ how can I help you today?” Actively listen to their request and ask questions where needed. Ask the caller to confirm all their details without you saying them first and if booking a job always confirm dates and times and job numbers back to them. Always smile as your voice will show this to them. If you have to put them on hold to find out more information always ask if ok or shall you call them back and try not to keep someone on hold for longer than 1 minute. Once all tasks are completed always ask if you can help them with anything else and when the call is completed thank them for calling.

Why you should give out a positive image.

Sometimes you are the first impression of the company and you need to make it count. You need to be knowledgeable and efficient and show the company in a good light. A good call could be the difference between keeping that customers business or losing it. You should use each call, whether making or receiving as an opportunity to offer great customer service.

Section 2 – Understand how to handle mail

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

Doing this all correctly will help the business operate efficiently. It ensures that the correct information, products and documents get to and from the correct people as quickly as possible. Not having the correct procedures in place will result in poor performance and possible loss of revenue and future business.

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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

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

  1. courier method would mean you have to do some research into different companies to ensure they can deliver what you want sent in the time limit requested, to the correct destination, possibly ...

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Here's what a teacher thought of this essay


A thorough piece of work that answers all the questions raised. There is clear evidence of research. It could be improved by more application, ie. saying what happens in a specific organisation. This could even be your school or college.