COMMUNICATION AND CUSTOMER RELATIONS AUGUST 2022 PAST PAPER

MONDAY: 1 August 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. Identify six factors that could promote grapevine communication in an organisation. (6 marks)

2. Outline four limitations of formal communication in an organisation. (4 marks)

3. Examine five challenges that employees may face while using upward communication in an organisation. (10 marks)

(Total: 20 marks)

QUESTION TWO

1. Highlight ten elements of an official letter. (10 marks)

2. List five types of social media platforms that are used in holding video conferencing meetings. (5 marks)

3. Outline five components of an effective persuasive speech. (5 marks)

(Total: 20 marks)

QUESTION THREE

1. Discuss five stages of the communication process. (10 marks)

2. Evaluate ten preparations that an interviewee could undertake before a job interview. (10 marks)

(Total: 20 marks)

QUESTION FOUR

1. With reference to non-verbal communication, explain the following terms:

Tactile communication. (2 marks)

Paralinguistic. (2 marks)

Gesture. (2 marks)

Proxemics. (2 marks)

2. Summarise seven tips that a chairman could use to effectively chair a meeting. (7 marks)

3. Explain five advantages of the consensus method of group decision-making. (5 marks)

(Total: 20 marks)

SECTION II

QUESTION FIVE

1. Describe seven steps followed in a negotiation process with a debtor. (7 marks)

2. Analyse four types of difficult customers that customer care service staff usually deal with. (8 marks)

3. Outline five benefits of developing long-term relationships with customers. (5 marks)

(Total: 20 marks)

QUESTION SIX

1. Describe four techniques that companies could use to maintain data integrity of their customers. (8 marks)

2. With reference to customer relations, explain the term “value proposition”. (2 marks)

Discuss three types of value propositions. (6 marks)

3. List four tips of negotiating in customer relations. (4 marks)

(Total: 20 marks)

QUESTION SEVEN

1. Justify five reasons for the popularity of multi-channel contact centers in modern organisations. (5 marks)

2. Explain five techniques that could be used to handle negative comments from customers. (5 marks)

3. Assess five factors that could influence customer perception. (10 marks)

(Total: 20 marks)

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