Tourism Grade 11 Eastern Cape November 2013 Memo (English)

Downloaded from hlayiso.com NATIONAL SENIOR CERTIFICATE GRADE 11 NOVEMBER 2013 TOURISM MEMORANDUM MARKS: 200 This memorandum consists of 8 pages.

Downloaded from hlayiso.com 2 TOURISM (NOVEMBER 2013) SECTION A: SHORT QUESTIONS QUESTION 1: MULTIPLE-CHOICE QUESTIONS 1.1 1.1.1 C√ (1) 1.1.2 D√ (1) 1.1.3 A√ (1) 1.1.4 B√ (1) 1.1.5 D√ (1) 1.1.6 A√ (1) 1.1.7 A√ (1) 1.1.8 B√ (1) 1.1.9 B√ (1) 1.1.10 A√ (1) 1.1.11 B√ (1) 1.1.12 C√ (1) 1.1.13 A√ (1) 1.1.14 B√ (1) 1.1.15 B√ (1) 1.1.16 C√ (1) 1.1.17 A√ (1) 1.1.18 D√ (1) 1.1.19 A√ (1) 1.1.20 C√ (1) 1.2 1.2.1 Above the line √ (1) 1.2.2 RETOSA √ (1) 1.2.3 Itinerary √ (1) 1.2.4 Established √ (1) 1.2.5 Surveys √ (1) 1.3 1.3.1 Ndebele/AmaNdebele √ (1) 1.3.2 Zulus/AmaZulu √ (1) 1.3.3 Basotho/Sotho √ (1) 1.3.4 Venda/AmaVenda √ (1) 1.3.5 Xhosas/AmaXhosa √ (1) 1.4 1.4.1 C√ (1) 1.4.2 D√ (1) 1.4.3 A√ (1) 1.4.4 E√ (1) 1.4.5 B√ (1) 1.5 1.5.1 Economy class √ (1) 1.5.2 Schedule flight √ (1) 1.5.3 Cockpit √ (1) 1.5.4 Luggage Carousel √ (1) 1.5.5 Boarding pass √ (1) TOTAL SECTION A: 40

Downloaded from hlayiso.com (NOVEMBER 2013) TOURISM 3 SECTION B: MAPWORK, TOURPLAN AND FOREIGN EXCHANGE QUESTION 2 2.1 2.1.1 (a) Sports tourists √ Outbound OR international/foreign tourists (1) (b) They are visiting Brazil for a They are going to another sporting event/soccer country. √ matches. √ (1) 2.1.2 Budget √ Date √ Time √ Client profile √ (Names, Country of origin, number of people, next of kin, contact details, hobbies) √ Age √ Interests √ Religion √ Likes and dislikes √ (Any 4 x 1) (4) 2.1.3 A general itinerary is made for a group of tourists √ with a common interest √ whereas a personalised itinerary will focus on an individual √ and his or her specific needs. √ (4) 2.2 Local currency is the money that the countries use for transacting within their countries, √√ for example, US dollar is the local currency in the USA. (2) 2.3 2.3.1 AU$8,00 x √ R8,16 √ = R65,28 √ (√√√) (3) 2.3.2 £25 000 x √ R12,58 √ = R314 500 √ (√√√) (3) 2.4  Commercial banks √  Bureau de Change √  Airport kiosk √  Major hotels √  Cruise ships √ (Any 2 x 1) (2) TOTAL SECTION B: 20

Downloaded from hlayiso.com 4 TOURISM (NOVEMBER 2013) SECTION C: TOURISM ATTRACTIONS, CULTURAL AND HERITAGE TOURISM, AND MARKETING QUESTION 3 3.1 3.1.1 Marketing budget is a budget that summarises the tasks necessary to realise specific marketing goals and the resources required to do these tasks. √√ (2) 3.1.2  Trade workshops across key markets √√  Numerous travels √√  Trade and media familiarisation trips √√  On-going in-depth research into consumer needs √√ (Any 3 x 2) (6)  3.1.3 “… to travel South Africa ourselves like tourists in our own country…” √√ (2) 3.1.4  To find out what customers think about a potential product or service before it goes on sale. √√  To find out more about competitors so as to gain a competitive advantage. √√  To get to know exactly what customers need and want. √√  In order to satisfy customers’ needs. √√  To ensure repeat visits. √√  In order to get good reputation and positive Word of Mouth (WOM). √√ (Any 4 x 2) (8) 3.2 3.2.1  As means of exchange √√  Payment of lobola √√  Trade for land √√  Slaughtering of cattle for special celebrations √√  Slaughtering at funerals, rituals and customs √√  Selling to generate income √√ (Any 4 x 2) (8) 3.2.2 (a) Sotho/Basotho √ (1) (b) Tshivenda/Venda √ (1) (c) Zulus/Swati √ (1) (d) Afrikaans-speaking people √ (1) 3.3 SAHRA √ (1)

Downloaded from hlayiso.com (NOVEMBER 2013) TOURISM 5 3.4  To co-ordinate all provincial heritage site agencies and ensure that they comply with national principles, standards and policy for heritage resources management. √√  To promote public understanding and enjoyment of the national estate. √√  To encourage public interest and involvement of the national estate. √√  To encourage public interest and involvement in the identification, assessment recording and management of heritage resources. √√  To promote education and training in fields related to the management of the national estates. √√ (Any 3 x 2) (6) 3.5 3.5.1 KwaZulu-Natal √ (1) 3.5.2 Western Cape √ (1) 3.5.3 Northern Cape √ (1) [40] QUESTION 4 4.1 Tanzania √ (1) 4.2  It is a world heritage site (WHS) √  It is the highest mountain in Africa √  It is the world’s tallest free standing mountain √  5 895 m high √  Dormant/inactive volcano √ (Any 4 x 1) (4) 4.3 4.3.1 South Africa √ and Lesotho √ (2) 4.3.2 Zimbabwe √ and Zambia √ (2) 4.4 Windhoek √ (1) [10] TOTAL SECTION C: 50

Downloaded from hlayiso.com 6 TOURISM (NOVEMBER 2013) SECTION D: TOURISM SECTORS: SUSTAINABLE AND RESPONSIBLE TOURISM QUESTION 5 5.1 5.1.1 Departure: Addis Ababa √ Arrival: Johannesburg √ (2) 5.1.2 Transcontinental √ It moves from one city (country) to another within the same continent, e.g. Africa. √√ (3) 5.1.3 (a) Day 4 (Thursday) √ (1) (b) Departure time √ (1) (c) Arrival time √ (1) (d) Aircraft type √ (1) (e) Direct flight – There is no stop between Johannesburg and Addis Ababa √ (1) 5.2 5.2.1 14:00 √ (1) 5.2.2 (a) One way √ (1) (b) Return √ (1) 5.2.3 Frequency indicates the days on which the train is scheduled to depart. √√ (2) 5.2.4 09:30 – 14:00 = 19h30 min √√ (2) 5.3 5.3.1 A day rate is a flat fee that you must pay for each day that the car is hired. √√ For Mrs Senge it is R100,00 per day. √√ (2 x 2) (4) 5.3.2 Theft Loss Waiver √ (1) 5.3.3 R100,00 x 5 days √ = R500,00 √ (Admin fee: R30; TLW: R120,00) Total cost: R500,00 + R30,00 + R120,00 = R650,00 √√ (4) 5.3.4  Avis √  Hertz √  Budget √ (Any 2 x 1) (2) 5.3.5 Credit Card √ (1) 5.3.6  Assures the companies that the customer is financially reliable. √√  It provides the identity of the client. √√  Guarantees the payment of the car and its tracking in the case of a renter stealing the car. √√  It ensures safety for the rental company. (Any 3 x 2) (6) [31]

Downloaded from hlayiso.com (NOVEMBER 2013) TOURISM 7 QUESTION 6 6.1 A cruise is journey on a ship or boat taken for pleasure or as a holiday that usually stops at several places. √√√ (3) 6.2 Cape Town √ Port Elizabeth √ East London √ Durban √ (4) 6.3 A cabin is a room on a ship where passengers sleep √√ and a suite is the largest accommodation area with a private entertainment area available on a cruise ship. √√ (4) 6.4  A deck for passengers’ entertainment and relaxation √√  A deck for passengers’ accommodation, catering and ship’s control √√ (4) [15] TOTAL SECTION D: 50 SECTION E: DOMESTIC, REGIONAL AND INTERNATIONAL TOURISM, COMMUNICATION AND CUSTOMER CARE QUESTION 7 7.1 7.1.1 To attract or increase domestic tourists numbers. √√ (2) 7.1.2  GDP growth √  Job Creation √  Transformation √ (Any 2 x 1) (2) 7.1.3 Offer discounts during off peak (season) times √√  Offer special packages to target markets that can travel during off- peak times. √√  Creating niche markets during off peak times.  Aggressive marketing (including WOM/social media) during off-peak times. √√  Add-ons and special offerings/incentives during off peak times. √√ 2 + (Any 1 x 2) (4) 7.2 7.2.1 BBBEE – Broad-Based Black Economic Empowerment √ (1) 7.2.2 SMME – Small Medium-Micro Enterprises √ (1) 7.3  Young and upcoming √  Independent young couples and families √  Striving families √  Well-off homely couples √  Home-based low-income couples √  Older families with basic needs √  Golden active couples √ (Any 5 x 1) (5) [15]

Downloaded from hlayiso.com 8 TOURISM (NOVEMBER 2013) QUESTION 8 8.1 8.1.1 Compliment √ (1) The customer was very impressed with the service of this particular airline. √√ (2) (3) 8.1.2 (a) Would definitely attract new passengers. √√ (2) (b) Trustworthy business and perceived as offering excellent service. √√ (2) 8.1.3  The staff member was very prompt and showed efficiency in the handling of the request. √√  On arrival at the airport no hiccups experienced. The changes were effected as arranged the day before. √√ (4) 8.1.4 Direct: A formal written complaint/a verbal face to face complaint. √√ Indirect: Attitude or body language/expressing dissatisfaction to nearby customers. √√ (2 x 2) (4) 8.1.5  Listen carefully to the customer and let them finish. √  Ask questions in a caring and concerned manner. √  Apologise without blaming. √  Solve the problem immediately. √  Offer the customer something such as an upgrade, a free product, extra discount or a full refund. √  Thank the customer for letting you know about the problem. √ (6) 8.2 8.2.1 Transport sector √ (1) 8.2.2  Booking agents √  Reservation clerks √  Tour bus drivers √  Taxi drivers √  Shuttle bus drivers √  Car hire consultants √  Cruise ship crew √  Tour operators √  Flight cabin crew √  Flight cabin attendants √  Pilots √ (3) [25] TOTAL SECTION E: 40 GRAND TOTAL: 200