Client Service And Human Relations NCV Level 4 — Document
November 2023 — NCV Level 4 — Client Service And Human Relations
NCV Level 4
2023
NCV Hospitality
Preparing document
📋 Document Analysis
See full analysis
Questions — A Preview of What to Expect in the Document
147
This section provides a quick preview of questions from the document. It may not display every question or the complete wording of each one. For the full content, including diagrams, tables and other information, view the original PDF above.
Q1— Section header —
1.1.10in the ANSWER BOOK.
1.1.1circulate the blood ease the shock deflate the lungs open the airway
1.1.2bleeding victim. head coverings medical masks plastic gloves safety shoes
1.1.3rst be completed before training or staff development can take place. orientation analysis
1.1.4A training program where a learner is employed by a company a nd receives both theoretical and practical training.
1.1.5Staf f working in the hospitality and tourism industry need to be salary status cultural
1.6Maintaining eye contact continuously while you are talking to an ol USA Korea Canada
1.1.7travellers prefer travelling alone and not in a group. First time
1.1.8Women avoid physical contac t with unrelated men in this culture. Muslim Hindu Chinese
1.1.9theory of needs. status growth air love
1.1.10Cultural tourists who visit other pl aces or countries to explore their religious tourists external tourists political tourists
1.2
1.5
1.6Recommend THREE ways in which these an agers can respond to written complaints. (3\
1.7Describe ways in which staff at The Grand Island Hotel can establish rapport with clients to prevent something like this from happening agai
1.8The General M anager wants to put procedures in place that will help to improve the way complaints a re handled. Suggest FOUR ways this can be done. (4\ [40]40
2.1Give ONE word/term for each of the following descriptions. Write only the answer next to the quest on number (2.1.1
2.1.5\n the ANSWER BOOK.
2.1.3.1.4
2.1.5A structured lesson where specific topics are addressed. Immediate care is given to an injured person.
2.2Suggest any EIGHT examples of accommodation that he can choose from to ensure that h er dream comes true. (8\
2.3In the future, Abby hopes to expand her business to include services such as transportation, information centres, tr ave and maybe gaming and leisure. Help her ca tegorise her ideas in t
2.4These additional servic es ill have to be advertised. Why is it impo rtant that Abby promote s the services h er business offers?
2.5Abby finds it difficult to decide on what form of media to use to promote her business to local tourists. Suggest THREE ways she c an o this. (3\
2.6All clients have basic needs and requirement Explain how Abby can meet th ese need to ensure excellent service under
2.6.1The nee d to feel appreciated
2.6.2The need to feel important The need to feel in control
2.7A potentia l client calls Abby to ask for directions to h er establ ishment. Suggest the best way for Abby to deal with this request. (4\ [40] (1101102440
Q3— Section header —
3.1Choose a term from COLUMN B t matches a description in COLUMN A. Write only the letter (A \nex t to the question number (3.1.1
3.1.5\in the ANSWER BOOK. COLUMN A COLUMN B
3.1.5A small number of customers who discuss product rel ated sues in a round table conversation
3.2Look at the image and ame the type of feedback displayed below (1\ [Source: www.valleybusinessreport.com
3.3Discuss the followi ng basic ways, n which telephone surveys can be done 3.
3.4Explain how having good interpersonal skills can benefit an employee. (4\
3.5nya works as a receptionist at Quickfast ravel gency. Monday mornings
3.5.1
3.5.2potential client has an appointment to see one of the consultants. Why is it important that the consultant is prepared arrival? (4
3.5The client arrives and tells Kanya that the area outside the building entrance is a mess with dirt ying all over the pla ce. Suggest the best way to deal with this matter.
3.5.4Suggest FIVE examples of complaints that the manager of the travel agency can receive that may suggest that staff have a lack of knowledge of new procedures (5\
3.6Discuss FIVE advantages of recognising key strengths and aknesses of employees. (5\
3.7Give TWO examples of each of the following constraints that could affect employee performance:
3.7.1Individual constraint
3.7.240
Q4— Section header —
4.1Indicate whether the following statements are TRUE or FALSE by writing only 'True' or ' False ' next to the question number (4.1.1
4.1.10\in the ANSWER BOOK.
4.1.1Excessive lack of fresh air can lead to a high rate of suffo catio n.
4.1.2patient who suffers from heart attack will have symptoms such as loss of bladder and bowel control.
4.1.3A j ob analysis is a tool used to obtain feedback from ients.
4.1.4If trapped in a building that is burning, stay c lose to t he floor w re the air will be less toxic.
4.1.5You must hold a wound below the level of your heart to stop the bleeding.
4.1.6A training programme m ust consider each in style
4.1.7Choose a basic First Aid pro gramm e th at is cert
4.1.8Most workplaces keep an accident logbook in which all incidents are recorded.
4.1.9The most important action to take in the case of a flood is to ev acuat e st aff and cl nts from a building to a low
4.1.10A review is the last stage in the training cycle. (10 1\ (10\ Mar works as a cleaner at Quickfast travel
4.3Fi nance
4.3.2Time (3\
4.3.3Training resources (2\ (11011024 11 Copyright res erved
4.4Explain the necessity of giving comments to staff throughout a training programme. 1\
4.5Never administer Substantiate the statement above. (8 1\ 8\
Q5— Section header —
5.1Choose a deviation of a vital sign from COLUMN B that match es a possible cause in COLUMN A. Write only the letter (A H\ ne xt to th qu estion num
5.1.5in the ANSWER BOOK. COLUMN A COLUMN B
5.1.5Fluid in lungs Hypodermic Heat stroke Cardiac arrest Blood loss
36.7
5.2Look at the picture below and answe r the questions that follow. [Source: www reddit. com
5.2.3Name the SEVEN symptoms that are associat ed with the above emergency. (7\ 5. .4 Recommend FOUR met hods of t
5.3Mary is scheduled to attend a health and safety course. What important information must be covered regarding the following
5.3.1The correct way to handle a chemical sp ill 1\ (6\
5.4What information must be available afety plan? (5 1\ (5\
5.5Recommend TWO ways to control bleeding. (2
5.6Na TWO types of wounds. (2\ [40] TOTAL: 20040
5.2Look at the picture below and answe r the questions that follow. [Source: reddit. com Ide ntify the pe of
5.2.3Name the SEVEN symptoms that are associat ed with the above emergency. Recommend FOUR met hods of t reatin g the abov situation.
5.3Mary is scheduled to attend a health and safety course. What important information must be covered regarding the following
5.3.1The correct way to handle a chemical spi Handling injuries the workplace.
5.4What information must be available [40] TOTAL: 1140
4.4Explain the necessity of giving comments to staff throughout a training programme.
4.5Never administer Substantiate the statement above. hy is it i ortant that the correct first aid personnel are contacted in a emergency? [40]40
Q5— Section header —
5.1Choose a deviation of a vital sign from COLUMN B that match es a possible cause in COLUMN A. Write only the letter (A COLUMN A COLUMN B
5.1.5Fluid in lungs Hypodermic Heat stroke Cardiac arrest Blood loss no pulse snoring white skin wheezing
36.7
Q4— Section header —
4.1Indicate whether the following statements are TRUE or FALSE by writing only 'True' or ' False ' next to the question number (4.1.1
4.1.10\in the ANSWER BOOK.
4.1.1Excessive lack of fresh air can lead to a high rate of suffo catio
4.1.2patient who suffers from heart attack will have symptoms such as loss of bladder and bowel control.
4.1.3A j ob analysis is a tool used to obtain feedback from ients.
4.1.4If trapped in a building that is burning, stay c lose to t he floor w the air will be less toxic.
4.1.5You must hold a wound below the level of your heart to stop the bleeding.
4.1.6A training programme m ust consider each in
4.1.7Choose a basic First Aid pro gramm e th at is cert ied in terms of the Occupational Hygiene and Sanitation Act of 1993.
4.1.8Most workplaces keep an accident logbook in which all incidents are recorded.
4.1.9The most important action to take in the case of a flood is to acuat e st aff and cl nts from a building to a low lying area.
4.1.10A review is the last stage in the training cycle. (10 (10\ Mar works as a cleaner at Quickfast travel agency. She receives a letter from her manager notifying her of h er an
4.3nance
4.3.2Time
4.3.3Training resources
3.3Discuss the followi ng basic ways, n which telephone surveys can be done Ask and Discussion telephone surveys.
3.4Explain how having good interpersonal skills can benefit an employee.
3.5nya works as a receptionist at Quickfast ravel gency. Monday mornings are especially busy and most days s he is the only person working at the front desk
3.5.1
3.5.2potential client has an appointment to see one of the consultants. Why is it important that the consultant is prepared
3.5The and ells Kanya ha the area utside the uilding entrance is a ss with
3.5.4Suggest FIVE examples of complaints that the manager of the travel agency can receive that may suggest that staff have a lack of knowledge of new procedures
3.6Discuss FIVE advantages of recognising key strengths and aknesses of employees.
3.7Give TWO examples of each of the following constraints that could affect employee performance:
3.7.1Individual constraint
3.7.240
Q3— Section header —
3.1Choose a term from COLUMN B t matches a description in COLUMN A. Write only the letter (A \nex t to the question number (3.1.1
3.1.5\in the ANSWER BOOK. COLUMN A COLUMN B
3.1.5A small number of customers who discuss product ated sues in a round table conversation Contacting different cus tomers by phone or email to ask them to evaluate the service they
3.2Look at the image and ame the type of feedback displayed below [Source: www.valleybusinessreport.com
2.5Abby finds it difficult to decide on what form of media to use to promote her business to local tourists. Suggest THREE ways she c an o this.
2.6All clients have basic needs and requirement Explain how Abby can meet th ese need to ensure excellent service under the following headings:
2.6.1The nee d to feel appreciated
2.6.2
2.7A potentia l client calls Abby to ask for directions to h establ ishment. Suggest the best way for Abby to deal with this request. [40]40
2.1Give ONE word/term for each of the following descriptions. Write only the answer next to the quest number (2.1.1
2.1.5\n the ANSWER BOOK.
2.1.3.1.4
2.1.5A structured lesson where specific topics are addressed. Immediate care is given to an injured person. example The st ard of service rendered to clients. People who work inside a compa ny and use its products to do their
2.2Suggest any EIGHT examples of accommodation that he can choose from to ensure that h dream comes true.
2.3In the future, Abby hopes to expand her business to include services such as transportation, information centres, tr ave and maybe gaming and leisure. Help her tegorise her ideas in t he list below, by copying and completing the
2.4These additional servic es ill have to be advertised. Why is it impo rtant that Abby promote s the services h business offers?
1.2
1.5
1.6Recommend THREE ways in which these agers can respond to written complaints.
1.7
1.8The General M anager wants put procedures in place that will help to improve the way complaints a re handled. Suggest FOUR ways this can be done. [40]40
1.6Maintaining eye contact continuously while you are talking to an Korea Canada Mexico
1.1.7travellers prefer travelling alone and not in a group. First time Int rnational Domestic Experienced
1.1.8Women avoid physical contac t with unrelated men in this culture. Muslim Hindu Chinese Western
1.1.9theory of needs. status growth air
1.1.10
Q1— Section header —
1.1.10in the ANSWER BOOK.
1.1.1circulate the blood ease the shock deflate the lungs open the airway
1.1.2bleeding victim. head coverings medical masks plastic gloves safety shoes
1.1.3rst be completed before training or staff development can take place. orientation analysis critical induction
1.1.4A training program where a learner is employed by a company a receives both theoretical and practical training. scholarship internship learnership service training
1.1.5Staf f working in the hospitality and tourism industry need to be salary status cultural
Topics Identified
2
Business EnvironmentsForms of Ownership
Mark Allocation
Total200 marks
Sections40 + 40 + 40 + 40 + 40 + 40 + 40 + 40 + 40 + 40 = 400 marks
Per-question sum144 marks
Key Information
Websitewww.valleybusinessreport.com
Qualification TypeDiploma
Paper information
TitleDocument
SubjectClient Service And Human Relations
LevelNCV Level 4
Document typeQuestion paper
Year2023
MonthNovember
Pages12
Downloads3
Examination context
Decade2020s
Years ago3y
SeasonSpring (SH)
Start dayWednesday
Exam periodNovember 2023
Days since exam1,074
About Client Service And Human Relations examination preparation
This TVET examination resource can be used as part of a structured revision programme. Past papers are most useful when learners attempt questions independently, work within a realistic time limit, and review their answers afterwards.
How to use this resource for revision
A TVET past examination paper is most useful when it is treated as an active revision exercise. Try the questions yourself before checking the corresponding memorandum. Where you make an error, identify the reason — was it a knowledge gap, a calculation mistake, an interpretation issue, or an examination technique problem?
For stronger examination practice, complete the paper without unnecessary interruptions and keep track of the questions that take the most time. Afterwards, review the memorandum and separate knowledge gaps from mistakes caused by interpretation, calculation, structure, or examination technique.
understanding question requirements
applying subject knowledge
working under time constraints
checking answers
identifying revision priorities
A practical revision approach
Start by completing the resource without looking at the memorandum. Review incorrect and incomplete answers afterwards and make a short revision list based on the areas that caused difficulty.
File details
File size602.2 KB
Pages12
Archived on8 September 2026
File age46d
ContributorFreeMode
FingerprintDB7F8C228ABC
Questions and learner discussion
Log in to ask a question or leave a review.
No questions or discussions have been posted yet.