MONDAY: 5 December 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. Highlight FOUR advantages of oral communication. (4 marks)
2. Define the term “credit note”. (1 mark)
Outline FIVE types of information that could be included in a credit note. (5 marks)
3. Explain FIVE demerits of written communication. (10 marks)
(Total: 20 marks)
QUESTION TWO
1. Identify FIVE factors that could contribute to a productive meeting. (5 marks)
2. Summarise FIVE techniques which a sender could apply to improve on verbal communication. (5 marks)
3. Discuss FIVE reasons that might lead to group formation in an organisation. (10 marks)
(Total: 20 marks)
QUESTION THREE
1. Outline SIX factors that could inhibit group decision-making. (6 marks)
2. List SIX steps that could be followed while writing a business report. (6 marks)
3. Describe FOUR classifications of noise as a barrier to effective communication. (8 marks)
(Total: 20 marks)
QUESTION FOUR
1. Summarise THREE characteristics of nonverbal communication. (6 marks)
2. Outline SIX roles of a secretary in a meeting. (6 marks)
3. Analyse FOUR ways of enhancing group decision making. (8 marks)
(Total: 20 marks)
SECTION II
QUESTION FIVE
1. Outline FIVE functions of management in handling customer complaints in an organisation. (5 marks)
2. Identify FIVE benefits of a customer-centered organisation. (5 marks)
3. Describe FIVE techniques that could be used to attract customers. (10 marks)
(Total: 20 marks)
QUESTION SIX
1. Identify SIX unethical practices in customer service. (6 marks)
2. Outline FOUR customer care management trends an organisation could apply to gain a competitive edge. (4 marks)
3. Explain FIVE traits of an effective negotiator. (10 marks)
(Total: 20 marks)
QUESTION SEVEN
1. Highlight FOUR techniques that an organisation could institute to increase customer satisfaction. (4 marks)
2. Summarise THREE types of reactions during the negotiation process. (6 marks)
3. Explain FIVE principles of a good customer service. (10 marks)
(Total: 20 marks)
