GRAAD 12

NATIONAL
SENIOR CERTIFICATE

GRADE 12

TOURISM

EXEMPLAR 2014

MARKS: 200

TIME: 3 hours

This question paper consists of 24 pages.

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INSTRUCTIONS AND INFORMATION

Read the instructions carefully before answering the questions.

1. This question paper consists of FIVE sections.

2. Answer ALL the questions.

3. Start EACH question on a NEW page.

4. In QUESTIONS 3.1.2 and 3.1.3, round off your answers to TWO decimal
places.

5. Use the mark allocation at each question as a guide to the length of your
answer.

6. Write neatly and legibly.

7. The table below is a guide to help you allocate your time according to each
section.

SECTION TOPIC MARKS TIME

(minutes)
SECTION A Short Questions 40 20

SECTION B Map Work and Tour Planning, Foreign Exchange 50 50

SECTION C Tourism Attractions, Culture and Heritage Tourism, 50 50

Marketing

SECTION D Sustainable and Responsible Tourism, Tourism 30 30

Sectors

SECTION E Domestic, Regional and International Tourism, 30 30

Communication and Customer Care

TOTAL 200 180

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SECTION A: SHORT QUESTIONS

QUESTION 1

1.1 Four options are provided as possible answers to the following questions.
Choose the answer and write only the letter (A–D) next to the question
number (1.1.1–1.1.20) in the ANSWER BOOK, for example 1.1.21 D.

1.1.1 The event displayed in the photograph below is …

A a meeting of government officials.

B Africa's largest travel retail trade show.
C a conference for tourism businesses.
D a conference for public-private tourism partnerships.

1.1.2 When crossing the IDL from east to west, a person will …

A lose a day.
B gain a day.
C lose a few hours.
D gain a few hours.

1.1.3 A South African has R3 500 which he needs to change to US

dollars.

According to the bank, the BBR is R9,55 and the BSR is R9,95.
How much will he receive in US dollars?

A US$34 825,00
B US$33 425,00
C US$351,76
D US$366,49

1.1.4 After having landed at an international airport, tourists follow the

red channel when they have …

A something to declare.
B nothing to declare.
C no prescription medication to declare.
D to present travel documentation.
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1.1.5 Standard time refers to the …

A time zone that a country has decided to follow.

B exact time of a country multiplied by the number of time
zones.
C approximate time determined by the international date line.
D local time of a country divided by the number of time zones.

1.1.6 The correct way to indicate international time according to the

24-hour clock:

A 00:00
B 12 pm
C 12 midnight
D 12h00

1.1.7 Drinking bottled water is a precaution one takes to prevent being

infected by this waterborne disease:

A Bilharzia
B Malaria
C Yellow fever
D Cholera

1.1.8 The preloaded payment method below is convenient for

international travel because it …

A is completely separate from the traveller's bank account.

B can only be used in one country.
C expires after one year, which is an important safety feature.
D gives the traveller the option of receiving monthly statements.

1.1.9 The total value of goods and services produced and consumed in a
country in a given year:

A VAT
B GDP
C GNP
D BBR
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1.1.10 The Batho Pele principles shown below were developed to improve
service delivery in the …

Batho Pele: Putting other people first before considering your own needs

A public sector.
B private sector.
C accommodation sector.
D attraction sector.

1.1.11 The Statue of Christ is associated with …

A Corcovado.
B the Colosseum.
C Chichen Itza.
D Cuzcu.

1.1.12 A tourist interested in climbing Mount Everest will have to travel

to …

A Spain.
B Russia.
C Jordan.
D Nepal.

1.1.13 A tourist attraction can be considered a successful business if …

1. The attraction caters for the strengthening and weakening of

the rand
2. The actual number of visitors exceeds the target number of
visitors
3. The tourist attraction has excellent management plans in
place
4. The attraction promotes the marketing activities of role
players in the industry
5. The income generated exceeds the target figures

A 1, 2, 3
B 2, 3, 4
C 2, 4, 5
D 2, 3, 5

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1.1.14 The civil war in Egypt in 2012–2013 has led to …

A the cancellation of all flights to Egypt.

B the cancellation of all tourist visas to Egypt.
C a decline in visitor numbers to the pyramids in Egypt.
D the shutdown of Egypt's main airport.

1.1.15 This World Heritage Site was nicknamed 'Deep Impact' and is the
oldest and largest visible meteorite impact site in the world:

A Sterkfontein
B iSimangaliso
C Mapungubwe
D Vredefort Dome

1.1.16 Is outfit A suitable for office wear?

A B

A Yes, white is one of the corporate colours of the company.

B Yes, ladies are allowed to wear pantsuits to work.
C No, the outfit is too casual for a business environment.
D No, the outfit does not portray the corporate colours of the
business.

1.1.17 The value of a code of conduct for a tourism business:

A It will promote integrity amongst workers and create a

cooperative atmosphere.
B It will give clarity to workers on the basic conditions of
employment.
C It will allow product owners to capture feedback data to
determine the level of customer satisfaction.
D It will describe infrastructure, investments and foreign-
exchange income in the business.

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1.1.18 Short-term costs that do not provide an immediate financial benefit

to a company, but instead promote positive change in communities
and the environment:

A Corporate social investment

B Corporate advertising initiatives
C Corporate governance policies
D Corporate performance management

1.1.19 The aim of this organisation is to encourage responsible and

sustainable practices:

A TEP
B TOMSA
C FTT
D SABS

1.1.20 The most recent logo used as a consolidated brand image for
South Africa (replacing all previous logos):

(20 x 1) (20)

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1.2 Give ONE word/term for each of the following descriptions by choosing a
word/term from the list below. Write only the word/term next to the question
number (1.2.1–1.2.5) in the ANSWER BOOK.

air market; land market; passport; visa; Berlin Wall; jet lag;
jet fatigue; BRICS Summit; G8 Summit; Time Square

1.2.1 These markets will arrive at Beit Bridge in South Africa (1)

1.2.2 A document required by a South African to enter Zimbabwe (1)

1.2.3 An example of an icon (1)

1.2.4 A condition that a passenger might experience after crossing many

time zones (1)

1.2.5 An event that took place in Durban in March 2013 (1)

1.3 Choose the correct word(s) from those given in brackets. Write only the
word(s) next to the question number (1.3.1–1.3.5) in the ANSWER BOOK, for
example 1.3.6 passport.

1.3.1 The act of buying or obtaining something in a company is called

(procurement/procedures). (1)

1.3.2 Tourism (volunteers/volumes) refer to the number of visitors to a

destination or attraction. (1)

1.3.3 A (SWIFT/SWOT) code is needed to transfer money to another

country. (1)

1.3.4 Medication for personal use is an example of (prohibited/restricted)

goods (1)

1.3.5 (Vaccinations/Vacations) are required for entering/leaving areas

where there is a high risk of contracting certain diseases. (1)

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1.4 Choose a logo from COLUMN B that matches a description in COLUMN A.

Write only the letter (A–E) next to the question number (1.4.1–1.4.5) in the
ANSWER BOOK, for example 1.4.6 F.

COLUMN A COLUMN B
1.4.1 The global organisation that A
monitors the outbreak of diseases
around the world and alerts
travellers to any precautions that
must be taken

['NOTHINGS'S MORE FUN

THAN A SHO'T LEFT']
1.4.2 South Africa's latest initiative used B
to honour tourism businesses for
service excellence

1.4.3 The main body that developed C

criteria for sites to be on the World
Heritage List and for the provision of
international assistance under the
World Heritage Fund

1.4.4 The customs division of this D

government agency plays a role in
regulating the movement of goods
and people entering or exiting the
borders of South Africa

1.4.5 An initiative by the NDT and SAT to E

promote domestic tourism in South
Africa

(5 x 1) (5)
1.5 The travel process is represented below by steps A–E. Arrange the steps in a
logical order (from beginning to end). Write only the letters (A–E) in the
correct order next to the question number (1.5) in the ANSWER BOOK.
A B C D E
Make Use transport and Share the Take the Find
reservations. accommodation experience. decision to information
and enjoy meals. travel. and select a
destination.
(5 x 1) (5)
TOTAL SECTION A: 40
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SECTION B: MAP WORK AND TOUR PLANNING, FOREIGN EXCHANGE

QUESTION 2

2.1 Study the World Time Zone Map below, read the article and answer the
questions that follow.

Tokyo

Johannesburg
London

Buenos Aires
San Francisco

00

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ROYAL BABY NAMED

Prince William and Duchess Catherine

(Kate Middleton) of the United Kingdom
have announced the name of their new-
born baby boy, Prince George Alexander
Louis. The baby will be known as His
Royal Highness Prince George of
Cambridge.
The photo was taken when the royal
couple left with him from the hospital in
London, on Tuesday 23 July 2013 at
20:00.
[Adapted from [Link]]

The United Kingdom applies daylight saving time from the last Sunday in
March to the last Sunday in October.

2.1.1 (a) Calculate the time and date the live broadcast of the royal
couple leaving the hospital was seen on television in South
Africa. (4)
(b) State ONE impact that daylight saving time has on travel
planning. (2)
(c) Give TWO reasons why the United Kingdom practises
daylight saving time. (4)

A family from Argentina flew from Buenos Aires to South Africa for their
holiday. They arrived on 3 January 2013 at 8:30 at OR Tambo International
Airport after a 9-hour flight.

2.1.2 Calculate the time and date the family departed from the airport in
Buenos Aires. Show ALL calculations. (6)

2.2 Study the entry requirements for Brazil below and answer the questions that
follow.

ENTRY REQUIREMENTS FOR BRAZIL

Visas are NOT required by South African passport holders. It is required that
all passport holders be in possession of a return or onward ticket,
accommodation arrangements and sufficient funds to support themselves
during their stay in Brazil. Passports must be valid for a minimum of six
months when entering Brazil.
[Source: [Link]]

2.2.1 Name TWO travel documents NOT mentioned in the above entry
requirements that may be required when travelling to Brazil. (2)
2.2.2 Name the document required when applying for a passport. (2)
2.2.3 Explain the phrase 'Passports must be valid for a minimum of six
months'. (2)
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2.2.4 Explain the process inbound international tourists will go through at

OR Tambo International Airport to declare their goods. (4)

2.2.5 Name ONE crime prevention safety tip travellers should be aware
of at airports. (2)
[28]

QUESTION 3

3.1 Study the table below and answer the questions that follow.

COUNTRY CURRENCY BBR BSR

CODE
United Kingdom GBP 15,66 16,39
Europe EUR 13,46 14,06
USA USD 10,18 10,51
Japan JPY 0,10 0,11

3.1.1 (a) Identify the inbound market who will NOT consider South
Africa as a value-for-money destination based on the
exchange rates. (1)

(b) Give ONE reason for your answer to QUESTION 3.1.1(a). (2)

A professional skateboarder from California needed to exchange USD1 500

during his visit to South Africa for the 2013 World Skateboarding
Championships in Kimberley in the Northern Cape.

3.1.2 Calculate the amount of local currency this skateboarder will

receive. Show ALL calculations and round off your answer to TWO
decimal places. (3)

Three students from Italy visit South Africa for a week. Their tour costs
R18 300 per person, flights and accommodation included.

3.1.3 Calculate the amount needed per person in their currency to cover
the costs of their trip. Show ALL calculations and round off your
answer to TWO decimal places.. (4)

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3.2 Study the bar graph below and answer the question that follows.

Exchange rate: South African rand (ZAR) to 1 euro (EUR)

between 30/09/2012 and 09/08/2013

13,0

12,5

12,0

11,5

11,0

10,5

Sept. Oct. Nov. Dec. Jan. Feb. Mar. Apr. May Jun. Jul. Aug.

[Source: [Link]]

Use the information from the bar graph and write a paragraph to explain the
effects of the rand-euro exchange rate on international tourism.

Include the following aspects in your paragraph:

• The fluctuation of the rand exchange rate with its lowest and highest
values (4)
• The effect that the highest rates have on South Africans travelling to
Europe (2)
• Identify the best time for travelling for:
(a) Inbound international tourists to South Africa (1)
(b) Outbound South African tourists (1)
• Give ONE reason for your answer to (a) and ONE reason for your
answers to (b). (2 x 2) (4)
[22]

TOTAL SECTION B: 50

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SECTION C: TOURISM ATTRACTIONS, CULTURE AND HERITAGE TOURISM,

MARKETING

QUESTION 4

4.1 Refer to the icons below and answer the questions that follow.

A B

4.1.1 Identify the icons above labelled A, B and C. (3)

4.1.2 Describe the profile of tourists that would be interested in visiting

icon B in QUESTION 4.1.1 (2)

In 2012, Saudi Arabian authorities requested that the number of visitors to

icon C be reduced. In South Africa, only 3 000 out of the 7 500 people who
wished to travel, were allowed to visit icon C in 2012.
[Source: [Link]]

4.1.3 Give ONE reason why the Saudi Arabian government reduced the
number of people travelling to icon C. (2)

4.2 Imagine you are a lecturer at a travel and tourism academy.

Explain the difference between an icon and an attraction to your students. (4)

4.3 The variety of icons and attractions in South Africa make a significant
economic contribution to our country.
Discuss TWO ways in which the increasing number of visitors to a particular
icon or attraction leads to economic growth in South Africa. (4)
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4.4 Read the case study below and answer the questions that follow.

TABLE MOUNTAIN AERIAL CABLEWAY

The Table Mountain Cableway strives to maintain responsible and

sustainable tourism. The Cableway is committed to restrict high volumes of
visitors whilst protecting the flora in the area.

The Cableway is committed to:

• Maintaining a clean, safe and healthy environment for employees and

visitors
• Reducing pollution
• Increasing the number of recycling bins

The aim is also to support local communities by offering employment

opportunities and buying from local suppliers. The Table Mountain Café has
well-trained staff that provide excellent service to all visitors and has a variety
of meals to suit different dietary needs/cultures. Ticket pricing for the
cableway is fair with many specials on offer and can be purchased online,
thereby minimising queues and delays. The cableway is accessible to people
with disabilities.

The Cableway supports the underprivileged by providing complementary or

concession tickets for a day out on Table Mountain. 'Siyafundisa', the
Cableway Academy of Learning, assists employees to reach their full
potential by developing their skills. The introduction of the Cable Card allows
hikers who frequent the trail access to the cable car daily for a year. Over the
years, the Cableway has earned several awards for its hard work and
continues to attract many visitors annually.
[Adapted from [Link]]

4.4.1 From the extract, identify ONE way how the Table Mountain
Cableway strives to maintain success through EACH of the
following factors:

(a) Sustainable and responsible management of the attraction (2)

(b) Positive experience by visitors (2)

(c) Universal access (2)

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4.4.2 If many tourists return to a particular attraction, it is normally an

indication of the success of that attraction.

By referring to the extract, advise the Cableway authorities of TWO

ways in which they can ensure repeat visitors to the attraction. (4)
[25]

QUESTION 5

5.1 Study the picture below and answer the questions that follow.

[Source: [Link]]

5.1.1 (a) Name the South African World Heritage Site (WHS) where
the gold rhino artefact above was recovered. (1)

(b) Name the location of the discovery. (1)

5.1.2 For an attraction to be awarded WHS status, it has to meet certain

criteria.

State TWO criteria met by the WHS in QUESTION 5.1.1. (4)

5.2 State ONE function of UNESCO as an organisation declaring World Heritage

Sites. (2)

5.3 Discuss TWO ways in which an attraction which is declared a WHS will add
value to the South African tourism industry. (4)
[12]

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QUESTION 6

6.1 Study the scenario below and answer the questions that follow.

LOSING HOPE

Keshmiel is the owner of a guesthouse in the small town of Hilton just outside
Pietermaritzburg in KwaZulu-Natal. The town has many restaurants and craft
shops on the popular Midlands Meander. There are many guesthouses that
are competitors in the town. Keshmiel has used newspaper advertisements
and flyers to help market his guesthouse and it has not been successful.

Keshmiel needs your advice on how TOMSA can assist in the marketing of
his guesthouse.

6.1.1 (a) Write out the acronym TOMSA in words. (2)

(b) Name THREE sectors currently contributing to the TOMSA

levy. (3)

6.1.2 Discuss the relationship between TOMSA and SA Tourism. (2)

6.1.3 Explain the involvement of the Tourism Business Council of South

Africa (TBCSA) in TOMSA's operations. (2)

6.2 Discuss the role of SA Tourism in marketing South Africa internationally as a

destination of choice for tourists. (4)
[13]

TOTAL SECTION C: 50

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SECTION D: SUSTAINABLE AND RESPONSIBLE TOURISM, TOURISM

SECTORS

QUESTION 7

7.1 Study the two businesses below and answer the questions that follow.
A B

7.1.1 You are a tourist visiting a city for the first time.
(a) Choose the business (A or B) where you will feel the most
comfortable to buy food. (1)
(b) Give TWO reasons for your answer. (4)

7.1.2 Business A will probably not be as profitable as Business B.

Do you agree with this statement?

Give TWO possible reasons why this will be the case. (4)

7.2 7.2.1 Name the document given to employees that spells out the basic
conditions of employment. (1)

7.2.2 Study the picture below and answer the questions that follow.

[Adapted from [Link]]

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From the picture, list THREE regulations that will be included in the
code of conduct of a business. (3)
[13]

QUESTION 8

8.1 Study the extract below and answer the questions that follow.

GREEN INITIATIVES RECOGNISED

Motswari Private Game Lodge, host to Africa's Big Five, has achieved Gold
Class status on the Heritage Environmental Certification Programme*.

The Lodge is the only environmentally certified property within the Timbavati
Nature Reserve. The name 'Motswari' means to keep and conserve, and so
management and staff are highly committed to sustainable principles.

*The Heritage Environmental Management Company administers certification

on behalf of the Heritage Environmental Certification Programme.

They specialise in:

• The recognition
• The review
• The certification
of environmental best practice across the service sector. They base their
standards on internationally recognised sustainability and responsible
business initiatives.

The criteria for being awarded Gold Class status are defined by the
contribution towards environmental conservation, greening programmes, food
safety, hygiene and energy efficiency.
[Source: [Link]]

8.1.1 Name the THREE pillars of sustainable tourism referred to as:

(a) People (1)

(b) Planet (1)
(c) Profit (1)

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8.1.2 You are part of the certification team who will assess the level of
performance of Motswari Private Game Lodge.

Discuss THREE greening initiatives you will look for before

certifying the establishment. (6)

8.2 Study the extract below and answer the questions that follow.

Being a responsible tourist maximises the benefits and minimises the

negative effects of tourism.

Responsible travel is about more authentic

(real) holiday experiences that enable
tourists to get a little bit more out of their
travels and give a little bit more back to
destinations and local people.

When we visit beautiful places, it is natural

to want our holidays to have a positive
impact on local people and the
environment in which they live.
[Adapted from [Link]]

8.2.1 Explain TWO benefits that responsible tourism behaviour has for a
community. (4)

8.2.2 State TWO ways in which a tourism business can ensure it will
attract environmentally conscious tourists. (4)
[17]
TOTAL SECTION D: 30

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SECTION E: DOMESTIC, REGIONAL AND INTERNATIONAL TOURISM,

COMMUNICATION AND CUSTOMER CARE

QUESTION 9

9.1 Read the information below before answering the questions that follow.

2016 OLYMPICS: IT IS A LONG ROAD FOR RIO

Successful tourist destinations around the world have good access, good
transportation, accommodation to suit a range of budgets and needs, a
variety of tourism products, attractions, a commercial sector that can
deliver and a resident population that can work within the tourism sector,
delivering great service and a warm welcome.

Does Brazil have this in place?

The accommodation sector in Rio currently has 29 000 rooms.

Accommodation prices are high due to strong demand and low supply.
Rio expects to deliver 11 000 more hotel rooms by 2016, taking its total to
40 000, creating the need for more employment. However, a total of
120 000 rooms were available during the London Olympics.

Getting around traffic congestion is a huge problem. Hopefully, Rio's traffic

issues will be solved by the BRT (Bus Rapid Transit) system. Considering
the recent protests that were caused by the increases in fares, Rio may
find funding the new scheme challenging.

The tourism industry requires a massive workforce

London employs over 250 000 people in its tourism sector. People have to
be disciplined, well trained, speak multiple languages – at least English.
London had much of the city infrastructure in place and is a well-
established international destination.
[Adapted from [Link]]

9.1.1 Explain ONE reason why the Olympic Games can be regarded as
a global event. (2)

9.1.2 The writer compares the London Olympic Games to the Rio
Olympic Games.

Discuss what the writer is implying about Rio when compared to

London. (2)
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9.1.3 Explain the political situation that poses a threat to the 2016
Olympic Games. (2)

9.1.4 Discuss ONE way in which this political situation can have a
negative impact on the Olympic Games. (2)

9.1.5 From the information given, illustrate TWO examples of how the
2016 Rio Olympic Games will fulfil the triple bottom-line approach
to sustainable development. (4)

9.1.6 Discuss ONE negative impact the hosting city may experience
during the event. (2)

9.2 Study the statistics below before answering the questions that follow.

SOUTH AFRICAN FOREIGN TOURIST ARRIVALS 2011–2012

Tourism performance indicator South Africa
Third Quarter Third Quarter
2011 2012
Total number of bed nights 15,9 million 16,8 million
Average number of provinces visited 1,2 1,1

Europe
1 396 978 arrivals
North America 9,5% up from 2011
393 446 arrivals
13,9% up from 2011 Middle East
54 172 arrivals
14,1% up from 2011

Asia
398 304 arrivals
33,7% up from 2011
Central and South America
119 913 arrivals
Oceania
37,0% up from 2011
142 949 arrivals
16,4% up from 2011
Africa
6 634 933 arrivals
8,5% up from 2011 Indian Ocean Islands
21 525 arrivals
9,1% up from 2011

[Source: [Link]]

9.2.1 (a) Identify the TWO continents that are South Africa's largest
inbound market. (2)

(b) Give ONE reason why there has been an increase in foreign
tourist arrivals from these continents. (2)

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9.2.2 Compare the bed nights spent in 2011 to the bed nights spent in
2012.

State the trend between the two years. (2)

9.2.3 Give ONE reason why it is important for South African Tourism to
know how many provinces were visited. (2)
[22]

QUESTION 10

10.1 Study the extract below taken from the customer review website hellopeter
and answer the questions that follow.

Hello Peter book peter | home

Login
Sunny Steak Ranch Complaint
Hello Peter book peter | home

Sunny Steak INDUSTRY Restaurant

SUPPLIER Ranch
BRANCH/ Montic Resort COUNTRY South Africa
AREA
TIME/ 08:44 PERSON Management
DATE Sun 21 Jul RESPONSIBLE
CUSTOMER nevillen1 View all reports
by user

6 15
PROBLEM Poor Service Post report

E-mail report
HEADLINE Poor Service,
Poor Food

We frequently eat at Sunny Steak Ranch Montic Resort and get good service.
Yesterday we had dinner at Sunny Steak Ranch and I must express my
disappointment at the service received. We had to wait about 10 minutes for
our drinks order to be taken and about 15 minutes for them to be brought to
us. When the food came, it was a little cold. No manager came to our table
and asked us how the service was and if the food was good. We spent about
R800,00 or more on meals – is the above the service we should receive?
I could only pay cash as they did not have any other payment facility.
[Adapted from [Link]]

10.1.1 Identify the customer feedback method used in this extract. (1)

10.1.2 Name ONE other feedback tool that Sunny Steak Ranch can use
to assess customer satisfaction. (1)

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10.2 Refer to the symbols in diagrams A and B below.

A B

6 15

Explain how you would interpret the service at Sunny Steak Ranch based on
your understanding of the symbols. (4)

10.3 Advise Sunny Steak Ranch on ONE type of payment method they could use,
other than cash. (2)
[8]

TOTAL SECTION E: 30
GRAND TOTAL: 200

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