# Tourism Grade 11 P1 November Mock 2026 Question Paper (Eng) > Grade 11 Tourism Paper 1 question paper from the November Mock Exam 2026 (English), 19 pages. Read online or download the free PDF. - Page: https://www.hlayiso.com/library/grade-11-tourism-2026-november-mock-exam-question-paper/a927b422-3e11-47ed-8885-c769f36cc72c - Updated: 2026-10-29 - Subject: Tourism - Grade: Grade 11 - Language: English - Document type: Question paper - Year: 2026 - Exam period: November Mock Exam - Paper: 1 - Publisher: Hlayiso - Curriculum: CAPS - Pages: 19 Breadcrumbs: [Home](https://www.hlayiso.com/) › [Library](https://www.hlayiso.com/library) › [Grade 11](https://www.hlayiso.com/library/grade-11) › [Tourism](https://www.hlayiso.com/library/grade-11/tourism) › [Tourism Grade 11 P1 November Mock 2026 Question Paper (Eng)](https://www.hlayiso.com/library/grade-11-tourism-2026-november-mock-exam-question-paper/a927b422-3e11-47ed-8885-c769f36cc72c) ## About this document Tourism · Grade 11 · November Mock Exam · 2026 · English. Question paper, 19 pages. Read online or download the PDF. Read it free online on the page above; download the PDF from there. ## Matching paper and memo - [Grade 11 Tourism November 2026 Mock Memo](https://www.hlayiso.com/library/grade-11-tourism-2026-november-mock-exam-memorandum/93512bd5-80c7-49fa-9325-fd2c57213fd1) — Memo · 2026 · Eng ## Document text Text extracted from the PDF. Layout, diagrams and tables may not survive extraction. ### Page 1 Mock hlayiso mock exams Practice Series: Grade 11 Exam Preparation WWW.HLAYISO.COM NATIONAL SENIOR CERTIFICATE GRADE 11 TOURISM NOVEMBER EXAMINATION 2026 (MOCK) MARKS: 200 TIME: 3 hours This question paper consists of 19 pages. Copyright reserved Please turn over ### Page 2 Tourism 2 Hlayiso/Mock 2026 NSC Mock INSTRUCTIONS AND INFORMATION Read the instructions carefully before answering the questions. 1. This question paper consists of FIVE sections. 2. ALL questions in SECTIONS A, B, C, D and E are COMPULSORY. 3. Start EACH question on a NEW page. 4. You may use a non-programmable pocket calculator. 5. It will be to your advantage to show ALL calculations. 6. Round off your answers to TWO places after the decimal point in QUESTIONS 1.1.15, 3.3, 3.4 and 8.2.3. 7. Use the mark allocation of each question as a guide to the length of your answer. 8. Write neatly and legibly. 9. The table below is a guide to help you allocate your time according to each section. SECTION QUESTION TOPICS MARKS TIME (minutes) A 1 Short Questions 40 20 B 2–3 Map Work and Tour Planning; Foreign 20 30 Exchange C 4–6 Tourism Attractions; Culture and 50 50 Heritage Tourism; Marketing D 7 Tourism Sectors 50 50 E 8–9 Domestic, Regional and International 40 30 Tourism; Communication and Customer Care TOTAL 200 180 Copyright reserved Please turn over ### Page 3 Tourism 3 Hlayiso/Mock 2026 NSC Mock SECTION A: SHORT QUESTIONS QUESTION 1 1.1 Various options are provided as possible answers to the following questions. Choose the answer and write only the letter (A–D) next to the question numbers (1.1.1 to 1.1.20) in the ANSWER BOOK, e.g. 1.1.21 A. 1.1.1 A car rental company forms part of the … sector of the tourism industry. A accommodation B transport C food and beverage D attractions 1.1.2 The capital city of Mozambique: A Maputo B Beira C Lusaka D Lilongwe 1.1.3 The area of an airport terminal where passengers wait after the security check before they board the aircraft: A Arrivals hall B Baggage reclaim area C Departure lounge D Check-in counter 1.1.4 The document issued to a passenger at check-in that allows him/her to get onto the aircraft: A Boarding pass B Visa C Itinerary D Luggage tag 1.1.5 A luxury train that offers scenic journeys between Pretoria and Cape Town: A Gautrain B Metrorail C Blue Train D Shosholoza Meyl 1.1.6 A hop-on hop-off bus service that is popular with backpackers in South Africa: A Rea Vaya B Baz Bus C Gautrain bus D MyCiTi Copyright reserved Please turn over ### Page 4 Tourism 4 Hlayiso/Mock 2026 NSC Mock 1.1.7 The optional insurance that reduces the amount a renter must pay if a rented vehicle is damaged in an accident: A Collision damage waiver (CDW) B Theft loss waiver (TLW) C Personal accident insurance (PAI) D Medical aid 1.1.8 The capital city of Botswana: A Gaborone B Windhoek C Harare D Maseru 1.1.9 The Tsodilo Hills, a World Heritage Site with thousands of rock paintings, are located in … A Namibia. B Zambia. C Botswana. D Lesotho. 1.1.10 The Great Limpopo Transfrontier Park links the Kruger National Park with parks in Mozambique and … A Botswana. B Zimbabwe. C Namibia. D Eswatini. 1.1.11 The agency responsible for the identification, protection and management of heritage resources in South Africa: A SAHRA B SATSA C SANParks D TBCSA 1.1.12 The language spoken as a home language by the largest number of people in South Africa: A English B Afrikaans C isiXhosa D isiZulu 1.1.13 A short, catchy phrase that is used in marketing to make a product or destination easy to remember: A Logo B Slogan C Brochure D Budget Copyright reserved Please turn over ### Page 5 Tourism 5 Hlayiso/Mock 2026 NSC Mock 1.1.14 An example of an above-the-line advertising technique: A Television advertisement B Brochure C Exhibition stand D Direct mail 1.1.15 A tourist who exchanges R10 000 for US dollars at a bank selling rate of 18,50 will receive … A $185 000,00. B $540,54. C €540,54. D $1 850,00. 1.1.16 The rate that a bank uses when it buys foreign currency back from a traveller who returns from a trip: A Bank selling rate B Bank buying rate C Interest rate D Inflation rate 1.1.17 The organisation responsible for marketing South Africa as a tourism destination, both locally and internationally: A South African Tourism B SAHRA C SANParks D SARS 1.1.18 A family from Zimbabwe that travels to Durban for a holiday is an example of … tourists to South Africa. A domestic B regional C outbound D long-haul 1.1.19 Food prepared according to Jewish dietary laws is described as … A halaal. B kosher. C haram. D vegan. 1.1.20 A form that a guest completes before checking out to give the hotel written feedback on its service: A Comment card B Billboard C Itinerary D Invoice (20 x 1) (20) Copyright reserved Please turn over ### Page 6 Tourism 6 Hlayiso/Mock 2026 NSC Mock 1.2 Choose a term from COLUMN B that matches a description in COLUMN A. Write only the letter (A–H) next to the question numbers (1.2.1 to 1.2.5) in the ANSWER BOOK, e.g. 1.2.6 I. You may use an option only once. COLUMN A COLUMN B 1.2.1 A detailed day-by-day plan of a tour, A Kosher with times, activities and accommodation 1.2.2 A summary of a client’s needs, B Itinerary interests, budget and travel dates, used to plan a tour 1.2.3 Food that may be eaten according to C Non-verbal Islamic dietary laws communication 1.2.4 Sending a message through body D Tourist profile language, facial expressions and gestures 1.2.5 A tour that includes transport, E Halaal accommodation and some meals for one price F Verbal communication G Inclusive tour H Scheduled tour (5 x 1) (5) 1.3 Choose the correct word(s) from those given in brackets. Write only the word(s) next to the question numbers (1.3.1 to 1.3.5) in the ANSWER BOOK. 1.3.1 The (Gautrain/Shosholoza Meyl) links OR Tambo International Airport with Sandton. 1.3.2 After landing, passengers collect their checked luggage in the (baggage reclaim/check-in) area. 1.3.3 A South African buying foreign currency before an overseas trip will be charged the (bank selling rate/bank buying rate). 1.3.4 Brochures and exhibitions are examples of (above-the-line/ below-the-line) marketing. 1.3.5 Many Hindus do not eat (beef/chicken), because the cow is regarded as sacred. (5 x 1) (5) Copyright reserved Please turn over ### Page 7 Tourism 7 Hlayiso/Mock 2026 NSC Mock 1.4 Choose a destination from the list below that matches each description. Write only the destination next to the question numbers (1.4.1 to 1.4.5) in the ANSWER BOOK. You may use an option only once. Great Zimbabwe; Sossusvlei; Maletsunyane Falls; Chobe National Park; Zanzibar; Lake Kariba; Kasanka National Park 1.4.1 The ruins of a large medieval stone city near Masvingo that gave its name to the country in which it is found 1.4.2 Huge red sand dunes and a clay pan in the Namib Desert 1.4.3 A waterfall of almost 200 m near Semonkong in Lesotho, popular for abseiling 1.4.4 A park in northern Botswana, famous for one of the largest concentrations of elephants in Africa 1.4.5 An island off the coast of Tanzania, known for spice farms and the historic Stone Town (5 x 1) (5) 1.5 Study the simplified diagram of the inside of a passenger aircraft below. Identify the areas labelled 1.5.1 to 1.5.5 by choosing a term from the list. Write only the term next to the question numbers (1.5.1 to 1.5.5) in the ANSWER BOOK. cockpit; galley; cargo hold; economy class; business class; jet bridge; control tower 1.5.4 1.5.3 1.5.2 1.5.1 1.5.5 [Source: Examiner’s own simplified sketch (not to scale)] (5 x 1) (5) [40] TOTAL SECTION A: 40 Copyright reserved Please turn over ### Page 8 Tourism 8 Hlayiso/Mock 2026 NSC Mock SECTION B: MAP WORK AND TOUR PLANNING; FOREIGN EXCHANGE QUESTION 2 Study the advertisement below and answer the questions that follow. GARDEN ROUTE FAMILY ESCAPE Kwela Tours (a fictional tour operator) Departs from Cape Town every Saturday from September to April. 5 days/4 nights, ending in Gqeberha. Included: Highlights: • Air-conditioned minibus and driver-guide • Ostrich farm visit in Oudtshoorn • 4 nights in 3-star family rooms • Guided tour of the Cango Caves • Breakfast and dinner daily • Boat cruise on the Knysna lagoon • All entrance fees • Treetop canopy walk in Tsitsikamma Price: R9 800 per adult; children under 12 pay half price. We strongly recommend comprehensive travel insurance. [Source: Examiner’s own creation] 2.1 Classify this tour as a scheduled tour OR a tailor-made (personal) tour. Give a reason for your answer. (2) 2.2 Name TWO details, other than the budget, that a travel consultant must obtain from a family when compiling their tourist profile. (2) 2.3 Explain why this tour will appeal to families with young children. (2) 2.4 Explain ONE reason why Kwela Tours recommends that tourists take out comprehensive travel insurance. (2) [8] QUESTION 3 Kagiso, a teacher from Mahikeng, is planning a trip to the Okavango Delta in Botswana. Study the exchange rate table below and answer the questions that follow. SIMBA FOREX BUREAU: EXCHANGE RATES (14 NOVEMBER 2026) CURRENCY CODE BANK BUYING RATE BANK SELLING RATE US dollar USD 17,62 18,54 Euro EUR 19,95 21,10 British pound GBP 23,40 24,85 Botswana pula ? 1,25 1,38 NOTE: The rates are fictional and are given in South African rand (ZAR). [Source: Examiner’s own data] 3.1 Give the currency code for the Botswana pula. (1) 3.2 Name ONE SADC country where the South African rand is accepted together with the local currency. (1) 3.3 Kagiso exchanges R6 500 into pula before he leaves. Calculate the amount of pula he will receive. (3) Copyright reserved Please turn over ### Page 9 Tourism 9 Hlayiso/Mock 2026 NSC Mock 3.4 On his return he has 750 pula left. Calculate the amount in rand he will receive when he exchanges the pula at the forex bureau. (3) 3.5 Explain why the bank selling rate is higher than the bank buying rate. (2) 3.6 Explain ONE advantage of using a prepaid travel card instead of carrying a large amount of cash. (2) [12] TOTAL SECTION B: 20 Copyright reserved Please turn over ### Page 10 Tourism 10 Hlayiso/Mock 2026 NSC Mock SECTION C: TOURISM ATTRACTIONS; CULTURE AND HERITAGE TOURISM; MARKETING QUESTION 4 Study the cards below that describe the stops on a 16-day ’SADC Explorer’ overland tour (a fictional tour) and answer the questions that follow. A Known locally as ’the smoke B A river from Angola flows into that thunders’, this waterfall on the the Kalahari and spreads out into a Zambezi River lies on the border maze of channels and islands. It never between two countries. Brave tourists reaches the sea. Tourists explore it in bungee jump from the bridge. a mokoro. C The highest mountain in Africa: D A national park built around a a dormant volcano with snow and huge, flat salt pan. In the dry season glaciers near its summit, even though large herds of animals gather at the it lies close to the equator. waterholes. F A steep, winding mountain pass E The third-largest lake in Africa. It that climbs from KwaZulu-Natal over is famous for hundreds of species of the Drakensberg into the ’Mountain colourful cichlid fish and for snorkelling Kingdom’. Only 4x4 vehicles may use at Cape Maclear. it. [Source: Examiner’s own creation] 4.1 Identify the attractions described on cards A to F. (6 x 1) (6) 4.2 Name the SADC country in which the attractions on cards B, C, D and E are located. (4 x 1) (4) 4.3 Suggest ONE adventure activity, other than bungee jumping, that tourists can do at the attraction on card A. (2) 4.4 Explain why the dry season is the best time for game viewing at the attraction on card D. (2) 4.5 Discuss TWO reasons why tourists must climb the attraction on card C with a registered guide. (2 x 2) (4) [18] Copyright reserved Please turn over ### Page 11 Tourism 11 Hlayiso/Mock 2026 NSC Mock QUESTION 5 5.1 Study the Heritage Day programme below and answer the questions that follow. MZANSI ON SHOW: HERITAGE DAY AT KHANYISA HIGH SCHOOL (a fictional school) Stall 1 Colourful geometric wall painting and beadwork demonstration by a local artist Stall 2 Cape Malay food: bobotie, samoosas and koeksisters Stall 3 A Zulu dance group performs indlamu, accompanied by drums Stall 4 A grandmother tells traditional Sepedi folk tales around a fire Stall 5 Learners model traditional clothing of the Xhosa, Venda and Tsonga people [Source: Examiner’s own creation] 5.1.1 Explain the concept cultural heritage. (2) 5.1.2 Identify the cultural group best known for the colourful geometric wall paintings at Stall 1. (2) 5.1.3 Name TWO different aspects of culture that visitors can experience at the Heritage Day programme. (2 x 1) (2) 5.1.4 Discuss TWO ways in which South Africa’s cultural diversity can attract international tourists. (2 x 2) (4) 5.2 Read the extract below and answer the questions that follow. ROCK ART SHELTER UNDER THREAT The Ntabazwe Rock Shelter (a fictional site) in the Eastern Cape contains hundreds of San rock paintings of eland, rain animals and dancing people, some of them thousands of years old. Because of its outstanding importance to the whole country, the site has been graded as a heritage site of national significance and is managed by SAHRA. However, the site is under threat. Visitors have scratched their names into the rock and some have splashed water on the paintings to make them look brighter for photographs. Cattle shelter against the rock face and rub against the paintings, and rain water runs down the walls during storms. [Source: Examiner’s own scenario] 5.2.1 Write the acronym SAHRA in full. (2) 5.2.2 Identify the heritage grade (Grade I, II or III) given to a site of national significance. (2) Copyright reserved Please turn over ### Page 12 Tourism 12 Hlayiso/Mock 2026 NSC Mock 5.2.3 Quote TWO threats caused by people to the Ntabazwe Rock Shelter. (2 x 1) (2) 5.2.4 Suggest TWO ways in which the site can be protected while still allowing tourists to visit it. (2 x 2) (4) [20] Copyright reserved Please turn over ### Page 13 Tourism 13 Hlayiso/Mock 2026 NSC Mock QUESTION 6 Study the advertisement below and answer the questions that follow. TREETOPS ADVENTURE PARK – MAGALIESBERG (a fictional business) SCHOOL HOLIDAY MADNESS! Zip lines • Climbing wall • Mountain-bike trails • Kids’ obstacle course Kids under 14: R150 Adults: R220 Show your school report card for a FREE milkshake! Only 1 hour from Johannesburg and Pretoria Book online: www.treetopsadventure.example Tel: 014 555 0123 [Source: Examiner’s own creation] 6.1 Identify the target market of this advertisement. (2) 6.2 The park plans to promote the special using the following techniques. Classify EACH technique as either above-the-line OR below-the-line: (a) An advertisement on a regional radio station (b) Flyers handed out at primary schools (c) A billboard next to the N4 highway (d) A stand at a holiday expo in a shopping mall (4 x 1) (4) 6.3 Name TWO costs that the park must include in its marketing budget for this campaign. (2 x 1) (2) 6.4 Explain TWO advantages for a small business such as Treetops Adventure Park of using social media to market itself. (2 x 2) (4) [12] TOTAL SECTION C: 50 Copyright reserved Please turn over ### Page 14 Tourism 14 Hlayiso/Mock 2026 NSC Mock SECTION D: TOURISM SECTORS QUESTION 7 7.1 Zanele is flying from King Shaka International Airport in Durban to Cape Town for a conference. Study her boarding pass below and answer the questions that follow. UBUNTU AIR (a fictional airline) BOARDING PASS PASSENGER FLIGHT DATE UA 312 14 DEC DUR – CPT MS ZANELE MKHIZE UA 312 14 DEC 2026 SEAT 17C FROM TO DURBAN (DUR) CAPE TOWN (CPT) BOARDING DEPARTS GATE SEAT CLASS 10:35 11:05 B4 17C ECONOMY Gate closes 15 minutes before departure. [Source: Examiner’s own creation] 7.1.1 Name ONE document that Zanele must show together with her boarding pass before she boards this domestic flight. (2) 7.1.2 The aircraft has six seats in each row (A, B, C – aisle – D, E, F). Determine whether seat 17C is a window, middle or aisle seat. (2) 7.1.3 Determine the time at which the boarding gate will close. (2) 7.1.4 Explain TWO steps that Zanele must follow when she checks in for her flight at the check-in counter. (2 x 2) (4) 7.1.5 Name ONE item that passengers may NOT carry in their hand luggage. (2) 7.1.6 Explain the purpose of the security check at an airport. (2) Copyright reserved Please turn over ### Page 15 Tourism 15 Hlayiso/Mock 2026 NSC Mock 7.2 Zanele rents a car in Cape Town for her five-day stay. Study the quotation below and answer the questions that follow. CAPE DRIVE CAR RENTAL: QUOTATION (a fictional company) Group B (compact, manual) – daily rate R420,00 per day Free kilometres 200 km per day Extra kilometres R2,85 per km Super cover (reduces excess to R0) R95,00 per day GPS navigation unit R60,00 per day A valid driver’s licence and a credit card in the driver’s name are required. [Source: Examiner’s own data] 7.2.1 Calculate the total cost for five days if Zanele takes the super cover AND the GPS unit (excluding extra kilometres). (3) 7.2.2 Zanele drove 1 150 km during the five days. Calculate the amount she must pay for extra kilometres. (3) 7.2.3 Explain why car rental companies require a credit card from the renter. (2) 7.2.4 Suggest ONE thing Zanele should check before she drives away from the rental depot. (2) 7.3 Read the extract below and answer the questions that follow. The MV Ocean Pearl (a fictional cruise liner) offers 3-night cruises from Durban along the coast of Mozambique. Passengers can choose between interior cabins, ocean-view cabins and balcony suites. Facilities on board include restaurants, a casino, a spa, a children’s club and live shows. [Source: Examiner’s own creation] 7.3.1 Identify the type of cabin that will be the cheapest on board the MV Ocean Pearl. (2) 7.3.2 Explain ONE advantage of a cruise holiday for a family. (2) 7.3.3 Suggest ONE way in which a passenger can prevent or reduce seasickness. (2) 7.4 Answer the following questions on rail travel in South Africa. 7.4.1 Name the TWO cities linked by the north–south line of the Gautrain. (2) 7.4.2 Explain ONE benefit of the Gautrain for business tourists arriving at OR Tambo International Airport. (2) 7.4.3 Compare the Blue Train and the Shosholoza Meyl in terms of the type of passenger each one targets. (2) Copyright reserved Please turn over ### Page 16 Tourism 16 Hlayiso/Mock 2026 NSC Mock 7.5 Read the extract below and answer the questions that follow. FROM UNEMPLOYED GRADUATE TO TOUR BOSS After finishing Grade 12 with Tourism as a subject, Thabo (a fictional person) could not find a job. He trained as a tourist guide, registered with the provincial registrar and started ’Ekasi Walks’, offering walking tours of his township. He saved money, designed a simple website and convinced local restaurants to give his groups lunch at a discount. Today he employs four young people from the community. He says: ’I never give up, and I always look for new ideas to make my tours special.’ [Source: Examiner’s own creation] 7.5.1 Identify the sector of the tourism industry in which Ekasi Walks operates. (2) 7.5.2 Identify TWO entrepreneurial qualities that Thabo shows in the extract. (2 x 1) (2) 7.5.3 Explain TWO challenges that a new small tourism business such as Ekasi Walks may face. (2 x 2) (4) 7.5.4 Explain why tourist guides in South Africa must be registered. (2) 7.5.5 Discuss ONE way in which Ekasi Walks benefits the local community. (2) 7.5.6 Name ONE career in the food and beverage sector of the tourism industry. (2) [50] TOTAL SECTION D: 50 Copyright reserved Please turn over ### Page 17 Tourism 17 Hlayiso/Mock 2026 NSC Mock SECTION E: DOMESTIC, REGIONAL AND INTERNATIONAL TOURISM; COMMUNICATION AND CUSTOMER CARE QUESTION 8 8.1 Study the social-media post below and answer the questions that follow. @LekkerGetaways (a fictional travel agency) #ShotLeft LONG-WEEKEND SPECIAL: CLARENS, FREE STATE Escape to the mountains this Heritage Day long weekend! 2 nights in a cosy cottage for 2 people for only R2 400 – breakfast included. Perfect for couples who love art galleries, craft beer, hiking and romantic dinners. Only a 3,5-hour drive from Johannesburg! Book now – limited cottages available. [Source: Examiner’s own creation] 8.1.1 Name SA Tourism’s domestic marketing campaign that is referred to in the post. (2) 8.1.2 Explain the concept domestic tourism. (2) 8.1.3 Identify the market segment that is targeted in the post. (2) 8.1.4 Calculate the cost per person per night of the special. (2) 8.1.5 Discuss TWO reasons why many South Africans do NOT travel domestically. (2 x 2) (4) 8.1.6 Explain how specials over long weekends help tourism businesses to deal with seasonality. (2) 8.2 Study the table below and answer the questions that follow. ARRIVALS IN SOUTH AFRICA FROM SELECTED SADC COUNTRIES COUNTRY ARRIVALS Zimbabwe 1 900 000 Lesotho 1 700 000 Mozambique 1 300 000 Eswatini 820 000 Botswana 600 000 [Source: Fictional data compiled by the examiner for this paper] 8.2.1 Name the capital city of Eswatini. (1) 8.2.2 Identify the country that sent the second-highest number of visitors to South Africa. (2) Copyright reserved Please turn over ### Page 18 Tourism 18 Hlayiso/Mock 2026 NSC Mock 8.2.3 Calculate the percentage of the visitors in the table that came from Botswana. (3) 8.2.4 Explain ONE reason why most regional tourists travel to South Africa by road. (2) [22] Copyright reserved Please turn over ### Page 19 Tourism 19 Hlayiso/Mock 2026 NSC Mock QUESTION 9 9.1 The Umhlanga Bay Hotel (a fictional hotel) is hosting a tour group from India, most of whom are Hindus, as well as a group of Muslim business travellers from Malaysia. Study the dinner buffet menu below and answer the questions that follow. DINNER BUFFET A Beef curry D Pork sausages B Vegetable biryani E Grilled kingklip C Halaal-certified roast chicken F Fruit salad [Source: Examiner’s own creation] 9.1.1 Identify ONE dish (A–F) that the Muslim guests will NOT eat. (2) 9.1.2 Identify ONE dish (A–F) that the Hindu guests will avoid. (2) 9.1.3 Suggest ONE way in which the hotel staff can show respect for the religious beliefs of their guests. (2) 9.1.4 Explain why staff members must understand the non-verbal communication (body language) of guests from different cultures. (2) 9.2 Read the conversation below and answer the questions that follow. AT THE SEAFRONT GRILL (a fictional restaurant) Mr Naidoo: Excuse me, we have been waiting for 50 minutes and our food is still not here. My children are hungry! Waiter: (looking at his phone) It’s not my fault. The kitchen is very slow tonight. Mr Naidoo: And I ordered my steak well-done, but the one you brought earlier was raw! Waiter: (shrugs) Then you should speak to the chef. I’m busy. [Source: Examiner’s own creation] 9.2.1 Identify TWO reasons for Mr Naidoo’s complaint. (2 x 1) (2) 9.2.2 Identify TWO examples of poor customer service by the waiter. (2 x 1) (2) 9.2.3 Explain THREE steps, in the correct order, that the restaurant manager should follow to handle Mr Naidoo’s complaint effectively. 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