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. Highlight six written methods that an organisation could use in external communication. (6 marks)
2. Identify six preparations than an interviewee could undertake before attending a job interview. (6 marks)
3. Assess four important principles that should be observed while using visual aids in written communication. (8 marks)
(Total: 20 marks)
QUESTION TWO
1. Identify five advantages of holding meetings in an organisation. (5 marks)
2. In the context of group formation, outline five purposes of establishing group norms. (5 marks)
3. Discuss five strategies that could be applied to improve non-verbal communication during a face to face conversation. (10 marks)
(Total: 20 marks)
QUESTION THREE
1. Outline four functions that feedback plays in the communication process. (4 marks)
2. Highlight six purposes of an invoice in business transactions. (6 marks)
3. Analyse five barriers to effective listening. (10 marks)
(Total: 20 marks)
QUESTION FOUR
1. Outline five guidelines that should be observed to enhance the effectiveness of video conferencing. (5 marks)
2. Identify five ways in which semantic barriers could arise in communication. (5 marks)
3. Examine five factors that determine the effectiveness of a team. (10 marks)
(Total: 20 marks)
SECTION II
QUESTION FIVE
1. Identify six factors that could affect the success of a negotiation process. (6 marks)
2. Highlight four benefits of handling customers’ complaints effectively. (4 marks)
3. Analyse five roles of social media in enhancing customer relations. (10 marks)
(Total: 20 marks)
QUESTION SIX
1. Outline five reasons that makes customer retention important to an organisation. (5 marks)
2. Identify five ethical values that should be observed to ensure good customer care practices in an organisation. (5 marks)
3. Examine five guidelines that should be followed to effectively negotiate with a customer. (10 marks)
(Total: 20 marks)
QUESTION SEVEN
1. Identify five methods that an organisation could use to obtain customers’ feedback. (5 marks)
2. Suggest five techniques that an organisation could apply to build long-lasting relationships with customers. (5 marks)
3. Analyse five measures that senior management of an organisation could take to enhance customer care. (10 marks)
(Total: 20 marks)
