Personal Assistance Supplementary NCV Level 4 — Document
March 2018 — NCV Level 4 — Personal Assistance Supplementary
NCV Level 4
2018
NCV Business
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Q1— Section header —
1.1.15in the ANSWER BOOK.
1.1.1A/An is a proposal made for considering during a meeting and can be ordinary or formal. amendments voting
1.1.2are the rules, procedures or practices of a meeting Amendments Seconding
1.1.3Gathering and analysing information about customers and arket segmentation sales
1.1.4s promise by the manufacturer to find a solution to a product that becomes faulty within a certain period of time.
1.1.5When a busin ess compiles a written record of a customer complaint it is called
1.1A reporting line runs from horizontal to vertical left to right right to left
1.1A customer who complains about the sa les lady who was very rude to her can be described as a complaint due to
1.1A/An manager makes all the decisions and sets out goals of the company. paternalistic
1.1skills include the ability to supervise others, which is qualitative factor that influences productivity.
1.1.1Factors that can affect demand are the number of sellers costs of production supplier expectations consumer preferences
1.1.1Levels of output divided by capital input is called productivity
1.1.1the difference between income and costs. Sales Mark
1.1.1the board of directors. close corporation private company public company
1.1.1are the cheapest form print media advertising. Newspapers Billboards Websites
1.1.1The of the complaint refers to what made the customer dis satisfied in the first place.
1.2.12\the ANSWER BOOK. 1.
2.1A meeting must close if it has ended but not all the items on the agenda have been dealt with. 1.
2.2Partnership must publish its financial statements. 1.
2.3Resolutions are a clear and accurate record of what happened in the meeting.
1.2.4Psychographic segmentation divides the market into group characteristics. 1.
2.5An autocratic manager allows workers to manage t hemselves and do as they please 1.
2.6Top management is responsible for the implementation of all the plans. 1.
2.7Qualitative factors can be measured 1.
2.8Customer satisfaction is a response given to a customer about his/her complaint 1.
2.9Solutions to customer complaints can only be communicated verbally 1.
2.10Examples of utilization are time, resources and human capital. 1.
2.11Labour productivity refers to the leather that is needed to produce handbags. 1.
2.12back up plan is a document which sets out the objectives and plans of a business. (12 1\
1.3Answe r the following questions
1.3.1Name TWO roles of a supervisor. (2\
1.3.2Give TWO environmentally friendly practices a business can put in place to ensure that their productivity benefits the environment. (2\
1.3.3Which TWO tools can be used to keep customer records? (2\
1.3.4How can staff be empowered to take responsibility to solve customer complaints? (2\ (8\ (3061044\ NC
1.4.15\the ANSWER BOOK. COLUMN A COLUMN B
1.4.15The business does not make a profit neither does it make a loss. A voucher for a free meal is given to satisfy a customer complaint and protect the business image. Goals that a business aims to achieve.
2.1Wh at is the form of ownership of Burger Den Motivate your answer. (2
2.2Name TWO interna stakeholders of Burger Den. (2
2.3Give THR EE different ways in which a business can communicate with customers. (3
2.4List SIX core values that can improve productivity at Burger Den. (6\
2.5Explain the advantages of the above form of ownership. Give THREE (3
2.8Wha t incentives can John give his mployees to ensure that they improve their single factor productivity (3 (30\
Q3— Section header —
3.1Write down FOUR things that are missing from the above document.
3.2Identify the above document. (1\
3.3Give THREE reasons for inefficiency in the business. (3 .4 Explain ways in which the chairman can manage discussions effectively.
3.6.1Fixed costs (3
3.6.2Variable costs (3
3.7Give TWO ways in which a business can increase its gross profit
Q4— Section header —
4.1Study the diagram below and answer the questions. Price in Rand (R\
0.0Quantity 0 10 20 30 40 50 60 70 80
4.1.1Identify the demand and supply curves from the above graph and write it in the ANSWER BOOK. (2\
4.1.2Explain the aw of supply (2
4.1.3Identify point C in the graph above and explain what happens at this point. (2
4.2Paul employed Thando as a marketer to assist him with the marketing of the business. Thando requests a job description so that she is clear with regard to her reporting lines and her responsibilities.
4.3The Burger Den will be turning 1 year old on the 31 st March 2018. To celebrate this Paul wants to run a birthday special where customers buy one burger and get one free.
4.3.1Compile an advertisement to promote this special on their Facebook page. (5\
4.4Re arrange the problem solving cycle steps below in the correct order. Write only the letters in the correct order in the ANSWER BOOK. Look for alternative solutions
4.5Social media marketing strategies are an undeniable force in today s world. Pamphlets and delivery menus slipped under doorways simply won t cut it anymore. In the competitive food industry, ignoring social media is a death
4.5.1Use the above information to compile the action plan. (8\ (30\ (3061044\ 12 NC
Q5— Section header —
5.1What is the origin of this complaint? (2\
5.2What is the nature of this complaint? (2
5.3How should Burger Den demonstrate commitment to resolve this complaint? (4
5.4Give a win win solution to this customer s complaint. (3\
5.5Define the term expertise.
5.6List FOUR different reporting methods that can be used when requesting expertise or resources. (4
5.7Identify FIVE qualitative factors that can have an influence on Burger Dens business. (5\
5.8Discuss the roles and responsibilities of each of the following in improving the single factor productivity at Burger Den
5.8.1Management (4\
5.8.2Employees (4\ (30\ (3061044\ 13 NC
Q6— Section header —
6.1.1 Calculate the t otal fact or productivity for January 2018 (6\
6.1.2 Calculate the total fact r productivity for February 2018 (6\
6.1.3 Is there a difference in the productivity of the two months? Motivate your answer. (2\
6.1.4 Use labour as a measuring tool to calculate the single factor productivity for February 2018 (4\ 6. Define
6.2.1 Contingency plan (2\
6.2.2 Vision statement (2\ 6. Explain the effect of
Topics Identified
5
Business EnvironmentsForms of OwnershipBusiness FunctionsLeadershipBusiness Plan
Mark Allocation
Total200 marks
Key Information
Websitewww.wordstream.com
Paper information
TitleDocument
SubjectPersonal Assistance Supplementary
LevelNCV Level 4
Document typeQuestion paper
Year2018
MonthMarch
Pages13
Downloads3
Examination context
Decade2010s
Years ago8y
SeasonAutumn (SH)
Start dayThursday
Exam periodMarch 2018
Days since exam3,145
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