COMMUNICATION AND CUSTOMER RELATIONS DECEMBER 2023 PAST PAPER

MONDAY: 4 December 2023. Afternoon Paper. Time Allowed: 3 hours.

This paper has seven (7) questions. 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 SIX techniques that a sender could use to overcome barriers to communication. (6 marks)

2. Identify FOUR factors that could be considered while determining sections in a report that require use of visuals. (4 marks)

3. Explain FIVE functions of persuasion. (10 marks)

(Total: 20 marks)

 

QUESTION TWO

1. Identify FIVE functions of gestures in communication. (5 marks)

2. Outline FIVE benefits of meetings. (5 marks)

3. Discuss FIVE factors that could be put into consideration in order to build an effective team. (10 marks)

(Total: 20 marks)

 

QUESTION THREE

1. State FIVE characteristics of effective decision-making. (5 marks)

2. List FIVE vocal cues that could convey meaning in communication. (5 marks)

3. Describe FIVE factors that could lead to failure of committee meetings. (10 marks)

(Total: 20 marks)

 

QUESTION FOUR

1.  List FOUR ways in which an interviewee could display etiquette during an interview. (4 marks)

2. Identify SIX advantages of communication within informal groups in an organisation. (6 marks)

3. Describe FIVE steps followed while planning for a meeting. (10 marks)

(Total: 20 marks)

 

SECTION II

QUESTION FIVE

1.  Identify SIX situations when negotiation could be avoided. (6 marks)

2. Explain THREE techniques used to solve ethical dilemmas. (6 marks)

3. Describe FOUR methods of obtaining customer feedback. (8 marks)

(Total: 20 marks)

QUESTION SIX

1. State FIVE advantages of analysing customer feedback in an organisation. (5 marks)

2. Highlight FIVE factors that could hinder the success of a negotiation process. (5 marks)

3. Describe FIVE reasons why customer satisfaction surveys could fail. (10 marks)

(Total: 20 marks)

 

QUESTION SEVEN

1. In relation to communication, explain the meaning of “inbound call centres”. (2 marks)

Describe FOUR services offered by inbound call centres. (8 marks)

2. Discuss FIVE types of difficult customers that could be encountered in customer service. (10 marks)

(Total: 20 marks)

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