COMMUNICATION AND CUSTOMER RELATION DECEMBER 2021 PAST PAPER

WEDNESDAY: 15 December 2021.       Time Allowed: 3 hours.

Answer any THREE questions in SECTION I and any TWO questions in SECTION II.  ALL questions carry equal marks.

SECTION I

QUESTION ONE

1.         Explain five barriers to effective listening.       (10 marks)

2.        Analyse five ways of improving non-verbal communication skills.    (10 marks)

(Total: 20 marks)

 

QUESTION TWO

1.         Summarise four sections of a questionnaire.    (4 marks)

2.        Discuss five disadvantages of using emails in business communication. (10 marks)

3.        Outline six sender-oriented mistakes in the communication process that could result to ineffective communication. (6 marks)

(Total: 20 marks)

 

QUESTION THREE

1.          Highlight four advantages of group decision making.     (4 marks)

2.          With reference to meetings, explain the following terms:

Teleconferencing.      (2 marks)

Video conferencing.  (2 marks)

3.          Propose six ways in which body language could be used while making a presentation.  (12 marks)

(Total: 20 marks)

 

QUESTION FOUR

1.          Summarise six reasons why it is important to prepare an outline before making a speech. (6 marks)

2.         Analyse seven guidelines for writing minutes of a meeting.     (14 marks)

(Total: 20 marks)

 

SECTION II

QUESTION FIVE

1.         Describe five steps followed in handling customer complaints.     (10 marks)

2.         In the context of customer relations:

Define the term “relationship marketing”.     (2 marks)

Analyse four ways in which an organisation could achieve relationship marketing.  (8 marks)

(Total: 20 marks)

 

QUESTION SIX

1.         Analyse four tools that could be used for tracking and measuring customer satisfaction.   (8 marks)

2.        Enumerate six customer loyalty breakers.   (6 marks)

3.           In the context of customer relations:

Define the term “customer care”.      (2 marks)

Outline four benefits of customer care to an organisation.   (4 marks)

(Total: 20 marks)

 

QUESTION SEVEN

1.          Analyse six principles of effective negotiation.      (12 marks)

2.          The customer is always right but this is not always the case.

Suggest four measures that one could take when dealing with a difficult customer.  (8 marks)

(Total: 20 marks)

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