COMMUNICATION AND CUSTOMER RELATIONS APRIL 2022 PAST PAPER

MONDAY: 4 April 2022. Afternoon paper.                                                                                     Time Allowed: 3 hours.

Answer any THREE questions in SECTION I and any TWO questions in SECTION II. ALL questions carry equal marks. Do NOT write anything on this paper.

SECTION I

QUESTION ONE

1.          In relation to meetings:

Identify four reasons why it is important to manage time.                                                                          (4 marks)

Highlight four ways in which the chairman could enhance time management.                                             (4 marks)

2.        Outline six advantages of effective internal communication in an organisation.                                                         (6 marks)

3.        List six uses of non-verbal signals in communication.                                                                                               (6 marks)

(Total: 20 marks)

 

QUESTION TWO

1.         Discuss five indicators of ineffective teams.                                                                                                            (10 marks)

2.        Summarise five objectives of using open-ended questions in an interview.                                                               (5 marks)

3.        Enumerate five tactics that a manager could use to improve their listening skills.                                                      (5 marks)

(Total: 20 marks)

 

QUESTION THREE

1.          Discuss four steps that a chairman of a committee could take to make a committee work effectively.                       (8 marks)

2.         Explain the term “advertisement“.                                                                                                              (2 marks)

Examine five elements of effective advertisement.                                                                                   (10 marks)

(Total: 20 marks)

 

QUESTION FOUR

1.         Enumerate five benefits of decision making.                                                                                                              (5 marks)

2.         Highlight five features of an agenda.                                                                                                                          (5 marks)

3.         Summarise five techniques that could be used to enhance group dynamics.                                                            (10 marks)

(Total: 20 marks)

 

SECTION II

QUESTION FIVE

1.         Suggest six situations that could trigger customers complaints.                                                                                  (6 marks)

2.        Distinguish between a “call center” and a “contact center”.                                                                         (4 marks)

Analyse five benefits of establishing a contact center in an organisation.                         (10 marks)

(Total: 20 marks)

 

QUESTION SIX

1.       Propose five customer relationship marketing practices that could enhance customer retention.               (5 marks)

2.       Explain five strategies that could be employed in overcoming ethical dilemmas in customer care.               (5 marks)

3.       Examine five techniques of dealing with opposing views during a negotiation process.              (10 marks)

(Total: 20 marks)

 

QUESTION SEVEN

1.          Highlight six etiquette guidelines for receiving telephone calls.                                                                                 (6 marks)

2.         In the context of customer relations, distinguish between “good service” and “excellent customer service”. (4 marks)

Evaluate five benefits of developing long-term relationships with the customers.          (10 marks)

(Total: 20 marks)