QUESTIONS

TEST ONE

Marks: 70
QUESTION 1

Match each description in Column B with the term in Column A. Write down only the letter of the correct answer next to the question number.

[15]
QUESTION 2
Find the correct term for each of the descriptions listed below. The answers can be found in the table of letters. Answers can be vertical, horizontal or diagonal from top to bottom or backwards.
Example: A person who likes to travel for longer than twenty-four hours is known as a tourist.

 2.1 The monetary unit used by tourists visiting France (1)
2.2 World time is measured from this place (1)
2.3 Physical condition caused by crossing time zones during a flight (1)
2.4 Natural disaster in December 2004 (1)
2.5 Telegraphic transfer system of money from one country to another (1) [5]

QUESTION 3
Read the following headlines and then answer the questions that follow.

3.1 How do unforeseen occurrences like these affect a country's social and economic arenas? Give FIVE examples. (5)
3.2 Can crime be regarded as an unforeseen occurrence of this type? Give a reason for your answer. (2)
3.3 Predict what influence an increase in crime would have on existing and potential tourism in South Africa. (3) [10]

QUESTION 4
Read the following extract carefully and answer the questions that follow.

4.1 Explain what type of crisis happened in Egypt. Give a reason for your answer. (2)
4.2 Explain what is the meant by "isolated incidents". (2)
4.3 Discuss why the tourism industry is vital for a country. (2)
4.4 Discuss the major impact of a political situation on a country. Give FOUR points. (4)  [10]

QUESTION 5
Read the information, background and instructions very carefully before answering the questions that follow.

Background A young couple from England are visiting Durban for a vacation. They will arrive on Tuesday evening and will leave on Monday morning. For calculation purposes, they will be in Durban for six days. During their stay in Durban they want to visit a cultural city. A game reserve tour is definitely part of their itinerary as well as a mountain splendour tour. They also want to go on a city tour. They plan to spend one afternoon buying souvenirs. For Saturday evening they have bought tickets for a live concert, and on Sunday evening they will spend time with friends. UShaka Marine World is a must! The couple will take advantage of the Holiday Inn’s “Rack Rates” special tariffs and they will stay in the Elangeni Holiday Inn. They will hire their car from Hertz. They will get the car on Tuesday and bring it back on Monday morning. The car hire will cost them R 2 330,00 They are budgeting R200,00 each per day for meals, R200,00 each per day for extra entertainment and R500,00 each per day for shopping.

Note: Rates quoted are “per persons per night” - subject to top availability. Exclude 1% levy.

Plan a tour and budget for the couple by answering the questions below and using the information provided. Wherever possible show all your calculations.
5.1 During the six days they will travel 750 km around Durban. What would their fuel cost be if their car runs on 10 km/litre and petrol costs R3,90 per litre? (2)
5.2 What will the hotel cost per person per night? (1)
5.3 Explain the phrase “Minimum 2 pax”. (1)
5.4 What will the levy be for a one-night stay at Elangeni Holiday Inn? (2)
5.5 Fill in the missing labels (a) to (j) to show what they will be doing or where they will be going during the week. Write the correct answer next to the appropriate letter.

(8)
5.6 Copy the table below into your answer book to compile a travel budget for the tourists. (Show all your calculations.)

(12)
5.7 What will the couple pay for the week in British pound for the tour if one British pound equals R10,38? (2)
5.8 What FOUR travel documents will they need for their visit to South Africa? (2) [30]
[TOTAL: 70 marks]

TEST TWO

Marks: 70
QUESTION 1
1.1 Differences exist in working environments and working conditions. Discuss examples of the different working environments and conditions found in the tourism industry. (3)
1.2 Name FOUR ways in which people can develop their careers in the tourism industry. (4)
1.3 Briefly explain what a code of conduct is. Express your opinion on the importance of a code of conduct in the workplace environment. (3) [10]

QUESTION 2
Read the following case study carefully and answer the questions that follow.

2.1 Explain the main aims of UNESCO. (2)
2.2 Give FOUR examples of the advantages of having a World Heritage site in a country. (8)
2.3 Define the following concepts:

1. Heritage (3)
2. Diversity (3)

2.4 There are 788 World Heritage sites across the globe; six of the sites are in South Africa. Indicate, for each of the following World Heritage sites, the province in which the site is located in South Africa.

1. Cape Floral Region
2. Robben Island
3. iSimangaliso Wetland Park
4. uKhuhlamba Drakensberg Park
5. Cradle of Humankind (5)

2.5 Differentiate between “inbound tourism” and “domestic tourism”. (4)
2.6 Specific criteria must be met for a place to be declared a World Heritage Site. List THREE criteria for a cultural site and TWO criteria for a natural site. (5) [30]

QUESTION 3
Answer the following questions regarding responsible tourism.
3.1 Define each of the following terms in a short sentence:

1. Responsible tourism (1)
2. Conservation (1)
3. Indigenous (1)

3.2 Give TWO examples of irresponsible practices in tourism. (2)
3.3 Briefly describe FIVE feature that would benefit responsible tourism? (5)
3.4 Explain what is meant by responsible tourism for the following components:

1. Environmental components (3)
2. Social components (3)
3. Economic components (2)
4. Development of infrastructure (2) [20]

QUESTION 4
4.1 What is the currency (money used in the country) of each of the following countries:

1. Namibia
2. Japan
3. France (3)

4.2 Advise a tourist on how and where she can exchange money. (3)
4.3 Explain how a tourist visiting South Africa with US dollars would use the electronic board below, if they want to buy rand and sell rand. (2)
The following table represents an electronic board in South Africa showing buying and selling exchange rates:

4.4 Look at the exchange rates in the table and answer the questions:

1. When Tommy arrives in Johannesburg, he wants to change £850 to rand. How many rand does he get? (1)
2. When Tommy leaves Johannesburg, he wants to change R400 back to pounds sterling. How many pounds does he get? (1)[10]
   [TOTAL: 70 marks]

TEST THREE

Marks: 70
QUESTION 1
Various possible answers are provided for each of the following questions. Write the letter only of the correct answer next to the corresponding number.
1.1 A computerised banking system which exchanges one monetary unit for another monetary unit against the current rate is known as:

1. Internet banking
2. GDS banking
3.  ATM banking
4. SWIFT system (1)

1.2 The monetary unit used in London is:

1. Euro
2. British pound
3. English dollar
4. Yen (1)

1.3 Identify the monetary unit used by tourists visiting the Eiffel tower:

1. Euro
2. Franc
3. Dollar (US $)
4. British pound (1)

1.4 South Africa's prime travel and tourism show organised by a magazine is known as:

1. Rand Easter Show
2. Indaba
3. GSA Show
4. Getaway Show (1)

1.5 UNESCO is also known as the …

1. World Heritage Centre
2. United Nations Educational, Scientific and Cultural Organisation
3. Integrated Nature-based Tourism Management Development Project
4. United Nations International Children’s Emergency Fund (1)

1.6 Which alternative does not fit? You can save the earth by …

1. supporting conservation organisations.
2. encouraging the tourism industry to make use of environment friendly practices.
3. preserving species and their habitats.
4. buying ivory in order to help poachers earn an income. (1) [6]

QUESTION 2
Decide whether the following statements are TRUE or FALSE. Write down only TRUE or FALSE next to the relevant question.
2.1 A SWIFT transfer is a transfer of money directly into someone’s bank account in another country. (1)
2.2 The monetary unit used in Tokyo, Japan is called the yen. (1)
2.3 Proudly South African is a campaign which promotes South African sport achievers. (1)
2.4 Getaway Road Show is the biggest tourism show in southern Africa displaying tourism products. (1) [4]

QUESTION 3
Match the acronym in COLUMN A with the correct description in COLUMN B. Write only the letter of the correct answer next to the question number.

[5]

QUESTION 4
Tourism organisations that provide poor customer service are likely to suffer from, for example, a decrease in sales and lack of customer loyalty. Name FIVE other elements of poor customer service. [10]

QUESTION 5
Study the Proudly South African logo and the advertisements shown below.

5.1 The aim of the Proudly South African campaign is to help create jobs and encourage economic growth in our country. Who or what does the Proudly South African campaign promote? (2)
5.2 Who is the target market of each advertisement? Give a reason for your answer. (6)
5.3 To what extent are the services and/or experiences offered in the advertisements unique to South Africa? (3)
5.4 Name FOUR ways in which you would promote these services and/or experiences to the international tourist market. (4) [15]

QUESTION 6
The management of Rail Trail, a passenger train business, has decided to improve their service to customers. They want to make sure they meet their clients’ needs. They decide to do a customer satisfaction survey on the Internet. Below is an extract from their survey. Use the extract to answer the questions that follows.

6.1 Why is it so important for a business that provides a service to tourists to get regular feedback from tourists? (2)
6.2 If a tourist answered no to questions 7, 9 and 17 of the satisfaction survey of Rail Trail, what services could they improve? (3)
6.3 Will a business traveller make use of long distance train travel in South Africa for business purposes? Give reasons for your answer. (3)
6.4 As the customer care manager you must draw up a code of conduct for the employees of Rail Trail to better the service of the company. Draw up a FOUR-point code of conduct. (12) [20]

QUESTION 7
7.1 Explain why good customer service is important for tourism businesses. (4)
7.2 Name and give a short description of THREE ways in which a company can get feedback from customers on their customer service. (6) [10]
[TOTAL: 70 marks]

TEST FOUR

Marks: 70
QUESTION 1
Various possible answers are provided for each of the following questions. Write the letter only of the correct answer next to the corresponding number.
1.1 The current grading system for accommodation of SAT is known as the:

1. Tourism Grading Council of South Africa (TGCSA)
2. National Grading and Classification Scheme (NGCS)
3. South African Tourism Services Association (SATSA)
4. Indaba (1)

1.2 The tourist association that tour guides must register with, and sign a code of conduct, is known as:

1. Tourism Grading Council of South Africa (TGCSA)
2. Regional Tourism Organisation of South Africa (RETOSA)
3.  South Africa Tourism Services Association (SATSA)
4. South Africa Tourism Association (SATA) (1)

1.3 Identify the National Department of Tourism guideline that tourism organisations do NOT have to follow to become responsible and sustainable:

1. apply the Responsible Tourism Guidelines
2. follow practical steps provided in the Responsible Tourism Handbook
3. follow the South African National Road Safety Campaign
4. use responsible tourism as part of their marketing strategy (1)

1.4 What organisation promotes sustainable tourism development?

1. Environmental Protection Strategy
2. Fair Trade in Tourism South Africa
3. Stormsriver Adventures
4. Imvelo (1)

1.5 The SA Travel and Tourism Industry Conference and the Indaba are initiatives organised by South African Tourism to promote:

1. marketing of South African tourism
2. outbound travel
3. sustainable tourism
4. safety and security (1) [5]

QUESTION 2
Match the concept in COLUMN A with the correct description in COLUMN B. Write the letter of your choice next to the question number.

[15]

QUESTION 3
Write the following in full.
3.1 SCHSA (2)
3.2 TBCSA (2)
3.3 TOMSA (2)
3.4 SATSA (2)
3.5 EFT (2) [10]

QUESTION 4
Read the following advertisement carefully and answer the questions that follow.

4.1 List FOUR criteria that must be included in an employment contract. (4)
4.2 Explain how it could impact on an employee’s loyalty to be treated unfairly in terms of payment from the company. (2)
4.3 Compile a FOUR-point code of conduct for the position advertised. (4) [10]

QUESTION 5
Ms Adams, a businesswoman from Los Angeles in the United States, visited Beijing in China, which is in the same time zone as Hong Kong, for a five-day business conference. Answer the following questions about her trip, using the time zone map given on the next page where necessary.
5.1 Explain to Ms Adams why it is important for her to consider the following information before her trip:

1. health precautions
2. safety
3. travel insurance (6)

5.2 Ms Adams’ flight from Los Angeles departed on Monday 1 July at 19:00. The flying time from Los Angeles to Beijing was 12 hours. Calculate the time and day the flight arrived in Beijing. Ignore DST. Explain ALL your calculations. (4)
5.3 Upon her arrival in Beijing, Ms Adams suffered from jet lag. Besides being tired, name TWO other symptoms she experienced. (2)
5.4 During the conference, she urgently needed documentation to be faxed to her from her office in Los Angeles. She placed a call to her office at 14:00 Beijing time.

1. Calculate the time and day (previous day/same day/next day) that the call would have been received in Los Angeles. Ignore DST. Show ALL your calculations. (4)
2. Do you think this is a suitable time to call her office? (1) 
3. Give a reason for your answer to QUESTION 5.2.2. (2)

5.5 Ms Adams would like to undertake a five-day independent tour of Beijing and China after the conference. State TWO elements of tour planning she should consider when planning her tour. (2)
5.6 Name one world icon she could visit while in China. (1)
5.7 Ms Adams took $3 000.00 with her on her trip. The exchange rate at the time was 1 US dollar = 6.3485 Chinese Yuan. Calculate how many Yuan she will receive in China. (4)
5.8 When she returns to the USA she has 2 850 Yuan remaining. Use the information below to calculate how many dollars she will receive for her Yuan from the bank.

(4) [30]

[TOTAL: 70 marks]

MEMORANDUM

TEST ONE MEMO

QUESTION 1
1.1 D ✓
1.2 C ✓
1.3 E ✓
1.4 N ✓
1.5 G ✓
1.6 J ✓
1.7 H ✓
1.8 L ✓
1.9 A ✓
1.10 I ✓
1.11 P ✓
1.12 F ✓
1.13 B ✓
1.14 O ✓
1.15 Q ✓ [15]

QUESTION 2
2.1 Euro ✓ (1)
2.2 Prime meridian ✓ (1)
2.3 Jetlag ✓ (1)
2.4 Tsunami ✓ (1)
2.5 SWIFT ✓ (1)
 [5]
QUESTION 3
3.1

• Increased unemployment ✓
• Increased homelessness ✓
• Deflation ✓
• Increased crime ✓
• Other social and economic problems ✓ (5)

3.2 Yes, crime can be seen as a crisis. ✓ The results of crime have a negative impact on our social and economic environment ✓ (2)
3.3

• Tourists will be scared to visit SA again ✓
• Bad publicity for SA ✓
• Victimised tourists will tell their friends – bad word of mouth ✓ (3) [10]

QUESTION 4
4.1 Political instability✓. Attacks by Islamist militants ✓ (2)
4.2 The attacks will not be repeated ✓✓ (2)
4.3 Tourism creates the multiplier effect ✓ which is vital for a country’s economic growth ✓ (2)
4.4 

• Increased unemployment ✓
• Homelessness ✓
• Deflation ✓
• Crime and other social and economic problems ✓ (4) [10]

QUESTION 5
5.1 750 km / 10 = 75 litres x R3,90 per litre = R292,50 ✓✓ (2)
5.2 R330,50 ✓ (1)
5.3 No fewer than two passengers / There have to be at least two passengers ✓ (1)
5.4 R330,50 x 1% = R3.31 ✓✓ (2)
5.5

1. Culture tour ✓
2. Game reserve tour (½)
3. Game reserve tour (½)
4. City tour ✓
5. Souvenirs ✓
6. Mountain splendour tour (½)
7. Mountain splendour tour (½)
8. Live concert ✓
9. UShaka Marine world ✓
10. Spend time with friends ✓ (8)

5.6

(12)
5.7 R23 555,12 / R10,38 = R2 269,27 ✓✓ (2)
5.8

• A passport (½)
• A visa (½)
• Health certificates (½)
• Travel tickets (½) (2) [30]
  [TOTAL: 70 marks]

TEST TWO MEMO

QUESTION 1
1.1

• Differences may exist in the location of the work ✓
• Differences may exist in dress requirements ✓
• Differences may exist in working hours ✓ (3)

1.2

• Training opportunities to increase their skills ✓
• Receiving better pay as they gain experience ✓
• Promotions to supervisory and management positions ✓
• Sideways moves to parallel positions ✓ (4)

1.3 A code of conduct is a set of rules to guide behaviour and decisions. ✓✓ The value of a code of conduct is that it ensures common standards. ✓ (3) [10]

QUESTION 2
2.1

• To recognise places in the world that are rich in heritage ✓
• To protect and preserve these places for future generations ✓ (2)

2.2 Any four of the following:

• Provide job opportunities for local people ✓✓
• Generate income from tourists spending money ✓✓
• Infrastructure improves e.g. roads ✓✓
• Umbundu effect ✓✓
• Living standards improve ✓✓ (8)

2.3

1. Heritage: is made up of natural, indigenous, historical and cultural inheritance that make communities unique. Communities wish to preserve this rich history for future generations. ✓✓✓ (3) 
2. Diversity: differences amongst people, species, environments, religions and backgrounds. It is important to recognise and appreciate one another’s uniqueness. ✓✓✓ (3)

2.4

1. Western Cape ✓
2. Western Cape ✓
3. KwaZulu-Natal ✓
4. Free-State/KwaZulu-Natal ✓
5. Gauteng ✓ (5)

2.5 Inbound tourism: a tourist visiting a country from another country. Travel with a passport ✓✓ (2)
Domestic tourism: a tourist travelling in the country where he/she stays ✓✓ (2)
2.6 Cultural site: any three of the following:

• It represents a masterpiece of human creative genius. ✓
• It shows an important interchange of human values concerning developments in architecture, technology, monumental arts, town-planning or landscape design. ✓
• It bears exceptional testimony to a cultural tradition or civilisation which is living or which has disappeared. ✓
• It is an outstanding example of a type of landscape, building or technology that shows an important stage in human history. ✓
• It is an outstanding example of a type of building, architecture, technology or landscape which illustrates a significant stage in human history. ✓
• It is an outstanding example of human interaction with the environment, or a traditional settlement, land-use or sea-use of a culture. ✓
• It is directly linked with events, traditions, ideas, beliefs, art or literature of outstanding worldwide importance. ✓

Natural site: any two of the following:

• It contains superlative natural phenomena or areas of exceptional natural beauty. ✓
• It represents major stages in the evolution of the earth and its geological development. ✓
• It is an example of significant ongoing developments in ecosystems and groups of plants and animals. ✓
• It is a unique, significant, natural habitat where biological diversity and threatened species must be conserved to ensure their survival. ✓ (5) [30]

QUESTION 3
3.1

1.  Tourism that does not harm the ecological, social and economic environment ✓ (1)
2. Protecting the earth’s resources so that they can support all life for future generations ✓ (1)
3. Something that is native to a specific area ✓ (1)

3.2 Any two acceptable answers such as:

• The overdevelopment of natural areas, e.g. forests, coastlines, etc. ✓
• The degradation of natural features, e.g. mountains, reefs, rivers, etc. ✓
• By not using local skills and products. ✓ (2)

3.3

• Rapid growth ✓
• More returning clients ✓
• A greater sense of purpose ✓
• Better working partnerships ✓
• Improved media presence ✓ (5)

3.4

1. Conservation of water, ✓ recycling, correct waste disposal ✓ and the planting of indigenous trees and shrubs ✓ (3)
2. Facilitating health, ✓ education and literacy development ✓ and respecting local culture ✓ (3)
3. Using local skills where possible ✓ and buying products locally ✓ (2) 
4. Designing buildings according to local architecture ✓ using sustainable materials from the region ✓ (2) [20]

QUESTION 4
4.1 

1. Namibian dollar ✓
2. Yen ✓
3. Euro ✓ (3)

4.2 Exchanging money:

• Using ATM (Automatic Teller Machine) cards ✓
• Exchanging traveller’s cheques at any Bureau de Change ✓
• Buying with credit cards ✓ (3)

4.3 If a tourist has arrived in South Africa with US dollars and she wants to buy rands, the US dollar "buy" price is what she should check. ✓
If she wants to sell rands back to the bank when she leaves the country, the US dollar "sell" price is the guide. ✓ (2)
4.4

1. £850 x R 11,51 = R9 783,50 ✓ (1)
2. R400 / R11,55 = £34,63 ✓ (1) [10]
   [TOTAL: 70 marks]

TEST THREE MEMO

QUESTION 1
1.1 D ✓ (1)
1.2 B ✓ (1)
1.3 A ✓ (1)
1.4 D ✓ (1)
1.5 B ✓ (1)
1.6 D ✓ (1) [6]

QUESTION 2
2.1 True ✓ (1)
2.2 True ✓ (1)
2.3 False ✓ (1)
2.4 False ✓ (1) [4]

QUESTION 3
3.1 D ✓ (1)
3.2 E ✓ (1)
3.3 F ✓ (1)
3.4 C ✓ (1)
3.5 A ✓ (1) [5]

QUESTION 4
Any five of the following:

• Fewer customers ✓✓
• Negative word of mouth ✓✓
• Poor organisational image ✓✓
• Negative impact on other sectors ✓✓
• Unhappy employees ✓✓
• Dissatisfied customers ✓✓ [10]

QUESTION 5
5.1 SA companies, ✓ products and services ✓ (2)
5.2

1. Leisure tourists ✓ - it is a tour to SAB, so it seems more appealing to leisure tourists ✓
2. Historical tourists ✓ - a tour about the history of President Nelson Mandela ✓
3. Cultural tourists ✓ - a tour to Lesedi Cultural village ✓ (6)

5.3

1. South African brewery ✓
2. President Nelson Mandela ✓
3. Lesedi Cultural village - display of South African cultures ✓ (3)

5.4 Any four suitable answers such as:

• Newspapers ✓
• Radio ✓
• Magazines ✓
• Brochures ✓ (4) [15]

QUESTION 6
6.1 Without regular feedback, companies would not know if they were lacking in any part of their service delivery ✓.
With regular feedback they can rectify and prevent bad service delivery ✓ (2)
6.2 Rail Trail l could better their toilet facilities, ✓ assistance of their staff ✓ and safety precautions. This would ensure that they satisfy tourists’ needs ✓ (3)
6.3 No ✓. Travelling by train is too slow for a business traveller in South Africa ✓✓ (3)
6.4 Any four suitable answers such as:

• Attitude ✓ - you must be considerate of the tourist ✓✓
• Prevention ✓ - do not let the tourist ask for anything ✓✓
• Never argue ✓ - the customer is always right ✓✓
• Efficiency ✓ - do as much as you can for the client ✓✓ (12) [20]

QUESTION 7
7.1 Good customer service is important as it creates a positive impression of the business. ✓
Customers will be happier and will return. ✓
Customers will tell other people about the good service and more clients will come to the business. ✓
The business will earn more money and will grow expand. ✓ (4)
7.2 Any three methods and appropriate short descriptions:

• Surveys and questionnaires ✓ - a set of short, simple questions about service for customers to answer
• Feedback cards✓ - rating or comment cards placed where guests can find them easily, with short questions about service for guests to answer
• Follow-up calls✓ - phoning guests soon after the visit to find out if they were happy with the service
• SMS messages✓ - SMS feedback portal allows customers to report problems or ask questions via SMS
• Web-based responses✓ - the business’s website provides online feedback forms or surveys, or live chat
• Online independent travel review sites ✓ - websites on which tourists can share their good or bad experiences (6) [10]
  [TOTAL: 70 marks]

TEST FOUR MEMO

QUESTION 1
1.1 B ✓ (1)
1.2 D ✓ (1)
1.3 C ✓ (1)
1.4 B ✓ (1)
1.5 A ✓ (1) [5]

QUESTION 2
2.1 I ✓ (1)
2.2 J ✓ (1)
2.3 Q ✓ (1)
2.4 G ✓ (1)
2.5 P ✓ (1)
2.6 O ✓ (1)
2.7 L ✓ (1)
2.8 M ✓ (1)
2.9 K ✓ (1)
2.10 E ✓ (1)
2.11 D ✓ (1)
2.12 B ✓ (1)
2.13 F ✓ (1)
2.14 C ✓ (1)
2.15 A ✓ (1) [15]

QUESTION 3
3.1 Sectoral Determination for the Hospitality Sector Act ✓✓ (2)
3.2 Tourism Business Council of South Africa ✓✓ (2)
3.3 Tourism Marketing Levy South Africa ✓✓ (2)
3.4 Southern Africa Tourism Services Association ✓✓ (2)
3.5 electronic fund transfers ✓✓ (2) [10]

QUESTION 4
4.1 Any four suitable answers such as: salary ✓, leave ✓, working hours ✓, place of work ✓, job description ✓, bonus ✓, code of conduct. ✓ (4)
4.2 Any two suitable answers such as: Employees’ loyalty could decrease ✓ because they feel undervalued by their employer ✓. They may not want to work as hard ✓ and may speak negatively about the company. ✓ (2)
4.3 Any four suitable answers such as:

• Be exceptionally polite, friendly and efficient. ✓
• Be able to work under stress and remain calm and collected. ✓
• It is important to be neatly and professionally dressed always. ✓
• It is important to be on time always. ✓ (4) [10]

QUESTION 5
5.1

1. She may need to get vaccinations, take prophylactics, and pack appropriate clothing. (any 2) ✓✓ (2)
2.  Climate, appropriate clothing, suntan lotion. (any 2) ✓✓ (2)
3. She needs to be insured before she travels in case her luggage is lost or stolen or she becomes ill. ✓✓ (2)

5.2 Los Angeles is at -8 and Beijing is at +8, so there is a 16 hour time difference. ✓ Flying time is 12 hours so plane lands at 19.00 plus 12 is 07:00 Los Angeles time. ✓ Beijing is ahead, so subtract 16 hours from 07:00 is 15:00 ✓ in Beijing the next day✓. (4)
5.3 disorientation, nausea, headache (any 2) ✓✓ (2)
5.4

1. There is a 16 hour time difference. ✓ Beijing is ahead, so subtract 16 hours from 14:00 ✓, therefore the call is placed at 22:00 ✓ the day before ✓ in Los Angeles. (4)
2. No ✓ (1)
3. It is late in Los Angeles and the people from work will have gone home. ✓✓ (2)

5.5 Transport, accommodation, attractions and activities (any 2) ✓✓ (2)
5.6 Great Wall of China ✓ (1)
5.7 $3 000 x 6.348 ✓✓ = 19 044 Yuan ✓✓ (4)
5.8 2 850 Yuan/ 6.352 ✓✓ = $448.65 ✓✓ (4)
[30]
[TOTAL: 70 marks]

THE IMAGE OF THE COMPANY
PRODUCT PACKAGING

1. Packaging That Captures Attention
2. Packaging That Connects the Brand Message to the Consumer
3. Package Messaging That Is Clear and Concise

THE IMAGE OF THE COMPANY
CUSTOMER SERVICE POLICIES
Customer service policy
Covers:

• the statement to the customer - what level of service can they expect?
• standards that can be expected
• loyalty schemes
• formal complaints procedure - organisational and customer.

INTERACTION WITH CUSTOMERS

COMMUNICATION SKILLS

CONDITIONS OF EMPLOYMENT
REFERS TO THIS:

Basic Conditions of Employment Act (No 75 of 1997)
The Act regulates the following employment conditions:

• Work time and rules
• Remuneration and deductions
• Termination of employment
• Administrative obligations
• Prohibition of the employment of children
• Variation of basic conditions of employment
• Monitoring, enforcement and legal proceedings

Professional image in the tourism industry
THE IMAGE OF THE STAFF

Uniform Allowance

• Employers may provide employees with tax-free allowances to purchase uniforms if the apparel qualifies under the Internal Revenue Code (IRC) as a uniform and employees substantiate their expenses under the accountable plan rules of the IRC.

PERSONAL HYGIENE & GROOMING
Grooming refers to the things that people do to keep themselves clean and make their face, hair, and skin look nice.

Employment Contract
BY ALISON DOYLE | Updated January 06, 2020

What is an employment contract, and how does having an employment agreement impact your status as an employee?
An employment contract is a signed agreement between an individual employee and an employer or a labor union. It establishes both the rights and responsibilities of the two parties: the worker and the company.
Review information on what to expect when you're asked to sign a contract, other types of agreements that cover employees in the workplace, and the pros and cons of contracts.

PROFESSIONAL APPEARANCE

Normal working hours

• Weekly hours = maximum 45 hours/week.
• Daily hours =
  • Working 5 days/week or less = 9 hours/day.
  • Working more than 5 day/week = 8 hours/day. I
  • f an employee's duties include serving the public, an extension of 15 minutes per day is allowed to a maximum of 60minutes/week.
• Maximum working hours per day = 12 hours.
• Goal of the Act is ultimately to reach a 40hour working week.

Flight Attendant

• High Salary 
• Travel, Medical, Dental, Pension Benefits 
• Discounts on Accommodations, Tour Packages, Duty Free, etc.

FRINGE BENEFITS

BCEA (Leave I)

• Leave provisions do not apply to employees who work for less than 24 hours per month.
• Different types of leave: 
  • Annual leave 
  • Sick leave 
  • Maternity leave 
  • Family responsibility

BCEA (Leave II) 
Annual leave

• Characteristics: 
  • Leave with full pay
  • 12 month leave cycle 
  • 21 consecutive days' leave per year after 12 months' service with same employer
  • At least one day leave for every 17 days of completed work 
  • Leave extended by 1 day for every public holiday which falls within leave period.
• Remuneration l.r.o. leave must be paid to employee on last day of work before leave period commences or on usual pay day. Annual leave must be granted within first 6 months of completion of leave cycle.
• Annual leave must be taken and may not be traded for 'money'.
• May not run concurrently with a period of notice or any other period of leave.
• Can be reduced with days fully paid casual leave granted by employer at request of employee.
• Employee not allowed to work for employer during leave - only at termination of service.
• Remuneration for leave should be at least equal to normal remuneration for the same time worked.

JOB DESCRIPTIONS
CORE DUTIES
BCEA (Leave III)
Sick leave

• Characteristics: 
  • Leave with full pay 
  • 36 month leave cycle 
  • Number of days normally worked during period of 6 weeks after initial 6 months of employment 
  • One day's pald sick leave for every 26 days worked during first 6 months of employment 
  • Slek leke payments my be reduced by agreement
• Payment for sick leave must take place on usual pay day.
• Can agree on reduced remuneration but number of days must increase and remuneration not less than 75% of what he/she would have earned (e.g. entitled to 30 days - R100 per day, increased to 40 days – R75 per day).
• Medical certificate required after 2 dorms of absence after 2 occasions of absence within 8-week period. If no proof is submitted, employer not obliged to pay employee.
• May not run concurrently with annual leave or perfod of notice.
• If resident on employer's premises and not able to obtain medical certificate easyemployer not allowed to withhold remuneration provided reasonable Issistance rendered to employee to obtain medical certicate.

BCEA (Leave III)
Family responsibility leave

• Characteristics:
  • 3 days' paid leave per annual leave cycle 
  • When child is born, gets ill or dies or when a spouse, life partner, parent, grandparent, grandchild or sibling dies 
  • Only employees who work for 4 days or more per week are entitled to this leave and who are employed > 4 months .
• Employer may require proof of event before payment.
• Unused days do not accrue.
• Number of days and circumstances may be varied by collective agreement.

SERVICE ETHICS
ETHICS AND ETHICAL BEHAVORIAL
Ethics

• Ethics
  • A code of moral standards of conduct for what is "good" and "right" as opposed to what is "bad" or "wrong".
• Ethical Behavior
  • That which is “right” or “good” in the context of governing moral code. – Ethical behavior is value driven

ACTIVITY 1:
QUESTION 7
Study the pictures of employees at a travel agency below and answer the questions that follow.

7.1 Explain the importance of a code of conduct at a travel agency.
7.2 Discuss TWO ways in which the unprofessional behaviour of the staff members in the pictures above can impact negatively on the work ethics of
the other staff members at the travel agency with regard to:
7.2.1 Harassment
7.2.2 Laziness
7.3 Explain TWO ways in which the employer can deal effectively with the above cases of unprofessional behaviour to ensure productivity at the travel agency.[14]
7.2 Study the advertisement below and answer the questions that follow.

ACTIVITY 2:
Study the information below and answer the questions that follow.
7.1 Good communication is a key consideration for businesses when it comes to maintaining a professional image.
The manager of the A1 Hotel received an e-mail in which a hotel guest complained about the poor work ethic of some of the staff members at the hotel and the lack of good service delivery.
MANAGER'S RESPONSE TO THE COMPLAINT

7.2.1 Refer to the advertisement above, name TWO values expected from the person applying for this position. (2)
7.2.2 Name TWO communication skills that are required for this position. (2) [14]
7.1.1 Name the document employees have to sign when accepting a position in the hospitality industry.
7.1.2 Explain why the owner of this hotel can take disciplinary action against the manager after seeing the e-mail above.
7.1.3 Explain ONE reason why the hotel's slogan ' We put you first' will be included in the hotel's customer feedback policy.
7.1.4 The manager of the A1 Hotel has poor business writing skills.

1. Identify TWO examples of poor written communication in the manager's e-mail that should NOT be used in business communication.
2. Correct TWO examples of poor written communication identified in QUESTION 7.1.4(a).

ACTIVITY 3:
7.1 Refer to the extract from the website of South African National Parks below and answer the questions that follow.

Choose an item from the extract that matches a description below. Write only the question number (7.1.1-7.1.4) and the letter (A-D) in the ANSWER BOOK, for example 7.1.5 E.
7.1.1 The logo of South African National Parks (1)
7.1.2 ONE aim of South African National Parks (1)
7.1.3 Information on South African National Parks (1)
7.1.4 Availability of accommodation at South African National Parks (1)
7.2 Study the photograph below and answer the questions that follow.

7.2.1 State TWO aspects of Nkosi Xaba's dress code that show the professional image of South African National Parks (SANParks). (2)
7.2.2 Refer to Nkosi's words in the speech bubble.
Discuss ONE way in which routine patrols show that SANParks has an environmental policy in place.

ACTIVITY 5
Study the brand images of companies below and answer the questions that follow.
The professional image of a company is more than just a recognisable and trustworthy brand. It is portrayed (shown) in many ways other than the physical appearance of the buildings and the staff."

7.1 Identify TWO tourism companies above where the staff must have excellent telephone skills and e-mail writing skills when making transport bookings.(2)
7.2 Give ONE reason for your choice in QUESTION 7.1 (2)
7.3 List FOUR elements that must appear on the letterhead of Sunset Air that will project a professional image. (4)
7.4 Give ONE example of how the companies in QUESTION 7.1 may improve their e-mail writing skills to promote their professional image. (2) [10]

ACTIVITY 4:
Study the picture below and answer the questions that follow.

7.1 Identify the tourism industry sector shown in the picture.(2)
7.2 Explain the importance of personal appearance in the sector identified in QUESTION 7.1. (2)
7.3 The employee in the picture above does not comply with the code of conduct of the Palms Hotel. Identify THREE examples of unprofessional appearance/conduct by the employee in the picture. (6)
7.4 Suggest THREE intervention strategies to management that will improve this employee's conduct. (6) [16]

QUESTIONS

Questions

1. What do you understand by the phrase global event? (4)
2. Name two of the biggest sporting events in the world? (4)
3. What do you understand by the phrase tourism indaba? (6)
4. List six positive effects for a country hosting a global event?  (12)
5. List six possible negative impacts for a country hosting a global event? (12)
6. Name three examples of political instability and safety in a country which might affect a tourists decisions about whether or not to travel there? (6)
7. Give an example of an unforeseen circumstance that could affect tourism?  (2)
8. Give 4 examples of the impact of political situations and unforeseen occurrences on tourism?(8)
9. Give 4 examples of diseases that may make people fearful of travelling to certain areas? (4)
10. Explain what the phrase tsunami means? (4)

Questions

1. What is the difference between tourist attractions and icons?  (4)
2. What is the reason why some attractions become icons? (2)
3. Give an  example of an icon linked to a famous person? (2)
4. Give 10 examples of famous world icons (20)
5. List 4 characteristics of a successful tourist attraction (8)
6. What does the phrase multiplier effect mean?  (4)
7. Name two things that can be done to ensure staff obtain the skills needed to do their jobs properly?  (4)
8. Name 7 things that make an attraction accessible? (14)
9. Is the general appearance and upkeep of an attraction important?  (2)
10. What are the five main areas in attraction management that impact on the success of an attraction?  (10)

Questions

1. What does the phrase foreign exchange mean? (4)
2. What does the phrase Gross Domestic Product mean?(4)
3. What do you understand by the phrases strong and weak currencies? (4)
4. Name three effects of a weak currency? (6)
5. List the different factors that determine exchange rates? (14)
6. List two effects a fall in the value of the South African rand has on tourism? (4)
7. Name the two ways exchange rates are quoted? (4)
8. What are the steps that need to be taken to determine an exchange rate? (6)
9. List three effects of a strong currency?  (6)
10. What is the multiplier effect and its link to the GDP? (4)

Questions

1. What does the abbreviation EFT stand for? (2)
2. List four advantages of using  EFTs. (8)
3. What is a telegraphic transfer or SWIFT transfer? (4)
4. Name one advantage of using a telegraphic transfer? (2)
5. List four advantages of using the internet to make payments? (8)
6. List four disadvantages of using the internet to make payments? (8)
7. Explain what a credit card is? (4)
8. List three advantages of using a credit card to make payments? (6)
9. Explain the phrase foreign market share? (4)
10. The two main categories of foreign markets are? (4) 

Questions

1. What are the two main objectives in marketing South Africa as a destination? (4)
2. What is the core business of South African Tourism (SAT)?  (2)
3. Name three marketing activities that SAT undertakes? (6)
4. What are the segments that SAT divides the market into? (14)
5. Name two international trade expos that SAT participates in? (4)
6. Name two local trade expos that promote South Africa? (4)
7. Explain how SAT is funded?  (8)

Questions

1. Explain what the phrase bottom line means? (4)
2. Explain what the phrase triple bottom line means? (4)
3. Name two things you can do to help water and energy management?  (4)
4. What are the three R's in waste management?  (6)
5. Explain what the phrase environmentally friendly building means?  (4)
6. List three ways in which Fair Trade promotes sustainable and responsible tourism. (6)
7. What is meant by the term Corporate Social Investment? (4)

Questions

1. What is the concept behind World Heritage Sites?  (8)
2. What is the role of UNESCO?  (2)
3. What are the three types of World Heritage Sites? (6)
4. What are the eight World Heritage Sites in South Africa? (16)

Questions

1. Explain what the phrase customer feedback means? (4)
2. What are the top four reasons for getting customer feedback? (8)
3. List six methods a company can use to obtain customer feedback? (12)
4. What steps need to be taken to analyse customer feedback? (8)
5. List six advantages that good service delivery have on an organisation’s business profitability? (12)

Questions

1. List six factors that contribute towards the professional image of a company? (12)
2. List five factors that contribute towards the professional image of staff? (10)
3. The Employment Act applies to all employers and workers, but excludes who? (8)
4. Which details are normally included in an employment contract? (10)
5. The Basic Conditions of Employment Act stipulates that workers should not work more than how many hours per week?  (2)
6. The Basic Conditions of Employment Act stipulates that workers should be paid what rate for overtime? (2)
7. Explain what the phrase code of conduct means?  (4)
8. Give two examples of organisations in South Africa that have  codes of conduct?  (4)

Answers

Answers

1. A global event is an organised event involving people from countries from around the world.
   There are many different types of global events and they can attract a lot of media attention.(4)
2. The Olympic Games is the largest sporting event in the world, the FIFA Soccer World Cup is the second largest sporting event in the world, the Tour de France cycling event is the third largest sporting event in the world and is held mainly in France. (4)
3. The word indaba is an isiZulu word meaning ‘a meeting of elders’ but is used as a general term for meetings, exhibitions, and conferences. The Tourism Indaba is South Africa’s tourism showcase. It is the largest incoming travel trade exhibition in Africa and is held annually.(6)
4. Generation of foreign exchange income, investment, the multiplier effect as money spent by a tourist circulates through the economy, development of infrastructure in the host country, job creation, future growth in international tourism.  (12)
5. Facilities built for the event, may not be suitable for domestic use after the event, during the event, domestic tourism in the host country normally slows down, pollution of areas in and around the places used during the event, possible security risks, it might take a long time for the country to pay off this debt, construction workers involved in building roads and other facilities in preparation for the event could lose their jobs once the construction work is completed. (12)
6. Civil war, terrorism, general unrest. (6)
7. Natural disasters, diseases, Tsunamis, earthquakes, Global recession, accidents. (2)
8. Travellers who have already booked will may cancel their trips. Tourists who haven’t yet booked trips to affected areas delay their bookings,  or may go elsewhere. Tour operators avoid booking trips to affected countries. Airlines suspend their flights to affected areas. (8)
9. Malaria, yellow fever, bird flu, swine flu.   (4)
10. A tsunami is a series of very large ocean waves caused by an underwater earthquake or volcanic eruption which damage infrastructure, buildings, attractions, ports, coastlines and beaches.(4)

Answers

1. Packaged tour, Escorted packaged tour, Group packaged tour, Independent packaged tour, Scheduled tours.  (10)
2. A tourist profile is a summary of personal information and facts relevant to the tourist’s wants and expectations. The tourist profile helps the travel agent plan a tour and make sure that the needs of the tourist are met.   (4)
3. A valid passport, a valid visa, sufficient funds to cover their stay in the country, a return ticket, or onward ticket to another country, international law requires travellers crossing the borders of countries where yellow fever is endemic, to have a yellow fever vaccination. (10)
4. An identity number, two passport photographs, fingerprints must be taken if aged 16 years or older, a fee dependent on the type of passport applied for. (8)
5. DST is a way of making better use of daylight by setting the clock ahead during summer months (thus losing one hour) when DST starts, and setting it back again one hour in the winter months (thus gaining one hour) when DST ends.  (4)
6. The phrase time zone refers to any of the 24 longitudinal divisions of the earth's surface in which a standard time is kept, the primary division being that bisected by the Greenwich meridian. Each zone is 15° of longitude in width, with local variations, and observes a clock time one hour earlier than the zone immediately to the east. (4)
7. Jet lag is a general feeling of fatigue and disorientation often experienced by travellers by jet aircraft who cross several time zones in relatively few hours.  (4)
8. They do not drink alcoholic beverages the day before their flight, during the flight, or the day after the flight, They do not drink caffeinated beverages before, during, or just after a flight, They drink plenty of water to offset the effects of the dry air in the plane, They do not eat too much on the plane, They exercise their legs from time to time while they are seated for their flight, They get up and walk around every hour or two, They do not take sleeping pills, They do not nap for more than an hour at a time, They break up long-haul trips across many time zones, if feasible, with a stay in a city about halfway to their destination, They wear comfortable clothes and shoes, They make use of sleeping aids. (8)
9. Earth is divided into the Northern and Southern Hemispheres by the equator, and the Eastern and Western Hemispheres by the Greenwich Meridian.(4)
10. Step 1: Locate the place for which you already know the time and day on a time zone map.
    Step 2: Locate the place for which you wish to know the time and the day of the week on a time zone map.
    Step 3: Count the time zones between the two places
    Step 4: Calculate the time by either adding or subtracting an hour for each time zone, depending on whether you are moving east or west.
    Step 5: If you have crossed the International Date Line, identify the day. (10) 

Answers

1. Tourist attractions are places that tourists like to visit, such as national parks and heritage sites. An icon is a tourist attraction that is world famous and comes to represent or be symbolic of the country or city in which it is located.  (4)
2. Icons are unique and tourists find them fascinating because they are the only one of their kind in the world.  (2)
3. Robben Island and Nelson Mandela.   (2)
4. (Students can list any ten of the following below)
   Australia: Sydney Opera House, Ayers Rock/Uluru-Kata Tjuta National Park.
   Brazil: The Statue of Christ the Redeemer
   Canada: Niagara Falls
   Italy: The Colosseum, The Leaning Tower of Pisa, Venice, Vatican City
   Egypt: The Great Pyramids of Giza, The Sphinx
   Germany: Berlin Wall and the Brandenburg Gate, The Black Forest
   China: The Great Wall of China
   Israel: The Dome of the Rock, The Wailing Wall
   Greece: The Parthenon
   India: The Taj Mahal
   Turkey: The Blue Mosque
   France: The Eiffel Tower, The French Riviera
   Japan: Mount Fuji
   Mexico: Chichén Itzá (Yucatan)
   Jordan: Petra
   Nepal: Mount Everest
   Saudi Arabia: Mecca
   Switzerland: The Swiss Alps
   Netherlands: Mill Network at Kinderdijk, Elshout
   Peru: Machu Picchu (Cuzcu)
   Poland: Auschwitz Concentration Camp
   Portugal: The Algarve
   Spain: Alcazar of Segovia, Bullfights
   Thailand: Floating markets
   Russia: The Kremlin, Red Square
   United Kingdom: Big Ben, Buckingham Palace, Tower of London, London Bridge
   United States of America: The Statue of Liberty, The Grand Canyon.  (20)
5. Actual number of visitors exceeds the target number of visitors, repeat visits, income generated exceeds target figures, positive impact on local community and environment.  (8)
6. Is an effect in economics in which an increase in spending produces an increase in national/regional income and consumption greater than the initial increase. (4)
7. Good induction programmes and continuous training.(4)
8. Transport to the attraction, Transport at the attraction, Parking, Accommodation, Toilet facilities, Information, Support facilities and services.  (14)
9. Yes. (2)
10. Marketing, Income and financial management, Human resources, visitor management, Operation management.  (10)

Answers

1. The phrase foreign exchange refers to the exchange of one currency for another, or the conversion of one currency into another currency. Foreign exchange also refers to the global market where currencies are traded virtually around-the-clock. The term foreign exchange is usually abbreviated as "forex".   (4)
2. The GDP is a measure of a given country’s national income. GDP is a measure of all the goods and services produced domestically, usually in a period of one calendar year. The components included are consumer spending, investment made by industry, value of exports minus value of imports, and government spending. (4)
3. Strong currency, also known as a hard currency, refers to a currency when it is worth more relative to other currencies. A weak currency, also known as a soft currency, is a currency with value that has depreciated significantly over time against other currencies and will fluctuate erratically or depreciate against other currencies. (4)
4. (Any three of the following below)
   • A weak currency is good for nations that have more exports than imports because their exports will become cheaper for foreign buyers.
   • A weak currency will stimulate manufacturing and export to areas with stronger currency.
   • There will be an increase in manufacturing and job creation if the demand for exports increases.
   • More foreign tourists will be able to afford to visit countries with weak currencies as it will increase their purchasing power.
   • Imports become more expensive for the countries with weak currencies.
   • Higher prices of foreign products increase the cost of living in countries with weak currencies.
   • Purchasing power weakens for people in countries with weak currencies.
   • A weak currency has a negative effect for people planning to travel to areas with a strong currency. (6)
5. Inflation, Interest rates, Trade balance, Terms of trade, Government debt,  Political and economic instability, Employment outlook of a country. (14)
6. It makes international travel for South Africans more expensive, It makes travelling in South Africa cheaper for foreign tourists.(4)
7. The bank buying rate, The bank selling rate.(4)
8. Step 1: Identify the exchange rate of the currency you need and find the ISO code. For example, the currency code of the rand is ZAR, while that of the US Dollar is USD.
   Step 2: Look up the exchange rate for your two currencies.
   Step 3: Calculate the exchange rate by looking at a currency pair (two currencies). The first currency in the pair, known as the base currency, is the transaction currency and the second currency is the payment currency. (6)
9. (Any of the three below)
   • Imports become cheaper for the countries with strong currencies.
   • Imported products and services, especially fuel, become more affordable.
   • Exports become more expensive. Countries with strong currencies will export less as the demand will decrease.
   • Domestic manufacturing will decrease as there is less demand from both the domestic and foreign markets.
   • Fewer foreign tourists will be able to afford to visit countries with strong currencies as it will decrease their purchasing power.
   • Purchasing power strengthens for people in countries with strong currencies.
   • A strong currency has a positive effect for people planning to travel to areas with a weak currency.  (6)
10. Every time there is an injection of new demand into the circular flow there is likely to be a multiplier effect. This is because an injection of extra income leads to more spending, which creates more income, and so on. The multiplier effect refers to the increase in final income arising from any new injection of spending. (4)

Answers

1. Electronic fund transfer   (2)
2. It is safe and secure, It is efficient and fast, It is less expensive than paper cheque payments and collections, Money can be transferred throughout the world. (8)
3. Telegraphic transfers  are a method of electronic funds transfer from one person or institution to another. A wire transfer can be made from one bank account to another bank account or through a transfer of cash at a cash office. Wire transfer systems are intended to provide more individualized transactions than bulk payment systems.  (4)
4. (One of the two listed below)
   If you are stuck overseas without cash, someone at home can send you money electronically within a day OR You do not need Internet banking as the banks send the information directly to each other. (2)
5. They can save time, No need to stand in long queues to pay a bill, People can log into their accounts at any time to get an up-to-date statement of their transactions, Low transaction costs/fees. (8)
6. No internet access can cause late payments, There is no direct contact with the business from which a product or service is purchased, Computer crimes may result in money being stolen, Criminals record a user’s keystrokes and then use this information to illegally access accounts. (8)
7. A card issued by a financial company giving the holder an option to borrow funds, usually at point of sale. Credit cards charge interest and are primarily used for short-term financing. Interest usually begins one month after a purchase is made and borrowing limits are pre-set according to the individual's credit rating.  (4)
8. Cards can be used to buy expensive items as the debt can be paid off over time, They avoid having to carry large amounts of cash, Most businesses accept credit cards as a form of payment.(6)
9. Foreign market share is the portion of the inbound tourism market that a specific country controls and includes both the number of tourists and the amount they spend. (4)
10. Land markets and air markets.(4)

Answers

1. Increase in annual volume of foreign arrivals to South Africa and increase in international awareness of South Africa as a travel destination. (4)
2. Marketing South Africa as a destination, both domestically and internationally.  (2)
3. Participation in major travel shows both locally and internationally, Advertising, public relations and direct mailing campaigns, Holding educational work sessions with the international partners of South Africa’s travel industry.   (6)
4. Core markets, investment markets, tactical markets, watch-list markets, markets of strategic importance and strategic air link or hub markets.  (14)
5. ITB (Berlin) and the World Travel Market (London)  (4)
6. Tourism Indaba and the Getaway Show.  (4)
7. SAT needs a great deal of funding because international marketing is expensive. Tourism Marketing Levy South Africa (TOMSA) was set up in 1998 to raise additional funds for the marketing of destination South Africa. It is a private sector initiative. South African Tourism (SAT) makes use of these funds to promote the country as a preferred tourist destination, both locally and internationally.
   The TOMSA levy is 1% of each confirmed booking. The collection of the TOMSA levy by tourism businesses is voluntary. The amounts paid are not the same as paying a tax to the business. The tourist pays the levies and the business just acts as a collector of the levies. These levies are paid to the Tourism Business Council of South Africa (TBCSA), which administrates TOMSA. (8)

Answers

1. The phrase bottom line refers to the bottom line of a financial statement, called the income statement. This line shows how much profit a company has made in a particular period.(4)
2. As international tourism continues to grow, governments have realised that tourism has more than just an economic impact on a country. Tourism also has social (people) and environmental (planet) impacts. These two aspects are added to the economic (profit) aspect to form the triple bottom line approach. If profit was the only objective, human and natural resources could be exploited so  balanced approach is required.  (4)
3. Turning of unused appliances and fixing leaking taps.   (4)
4. Reduce, re-use and re-cycle.  (6)
5. Environmentally friendly building is the construction and design of new buildings, such as hotels, which are designed to have the minimal negative impact on the environment both during building and once operational.   (4)
6. (Any three below)
   Creating awareness of sustainable tourism issues, Researching better ways of implementing and planning sustainable tourism, Advocacy of sustainable tourism issues to tourism authorities, Building capacity through training, facilitating a tourism Fair Trade certification programme, the first of its kind in the world.   (6)
7. Corporate social investment is how companies help their communities. They set aside money, time or expertise for local nonprofit organizations to use to provide solutions for significant social problems.   (4)

Answers

1. Heritage is the legacy preserved by past generations for future generations. In order to be given World Heritage status, sites must have outstanding natural, cultural or historical value and meet at least one of UNESCO’s ten selection criteria. A country can apply to the UNESCO World Heritage
   Committee for a site to be proclaimed a World Heritage Site. A place that is declared a World Heritage Site is proclaimed by the Minister of Environmental Affairs and Tourism by notice in the Government Gazette and thereafter included in the World Heritage List. An example is Robben Island. (8)
2. UNESCO is responsible for the protection and development of heritage.  (2)
3. Cultural: sites accorded the status on the basis of their tangible and intangible cultural heritage Natural: sites accorded status on the basis of their natural heritage
   Mixed:  sites accorded status on the basis of both cultural and natural heritage.(6)
4. Mapungubwe Cultural Landscape, Cradle of Humankind, Richtersveld Cultural and Botanical Landscape, Robben Island, iSimangaliso (Greater St Lucia) Wetland Park, Vredefort Dome, uKhahlamba/Drakensberg Park, Cape Floral Region. (16)

Answers

1. Customer feedback  is information coming directly from customers about the satisfaction or dissatisfaction they feel with a product or a service. Customer comments and complaints given to a company are an important resource for improving and addressing the needs and wants of the customer. The information is procured through written or oral surveys, online forms, emails, letters, or phone calls from the customer to the company. (4)
2. Innovation, External performance feedback, Retaining customers, Advance warning in customer trends.  (8)
3. Surveys, Questionnaires, Feedback cards, Follow-up calls, SMS messages on cell phones, Web-based responses.  (12)
4. Study the feedback, Identify most common complaints, Decide on an action plan, Start the intervention process. (8)
5. Increased sales, Customer loyalty, Enhanced public image, More effective employees, Motivated staff members, Reduced marketing costs.(12)

Answers

1. Company image, Company staff, Physical appearance and product packaging, Company customer policies, Marketing material, Company environmental policies.(12)
2. Uniforms, Appropriate dress code, Good personal hygiene and grooming, Interaction with customers, Good communication skills.  (10)
3. The National Defence Force, The National Intelligence Agency, The South African Secret Service, Unpaid volunteers working for charity. (8)
4. Employer and employee details, Employment details, Payment details, Leave details, Notice/contract period. (10)
5. Workers are not allowed to work more than 45 hours a week or nine hours a day. (2)
6. Overtime must be paid at 1,5 times the normal wage.  (2)
7. A code of conduct is a set of rules outlining the responsibilities of or proper practices for an individual, party or business. The code of conduct thus takes the aims and objectives of the organisation into account. The code of conduct contains procedures to follow in certain situations and requires certain behaviours.(4)
8. South African National Parks and the Southern Africa Tourism Services Association (SATSA). (4)

Term 1

Topic 1 Domestic, regional and international tourism

Overview
This topic introduces you to tourism and the impact of global events on the tourism industry as well as the positive and negative effects for a country of hosting an event of global significance.
In this topic you will learn about:

• Global events of international significance
• The positive and negative impact of global events on international tourism
• The impact of hosting a global event on domestic tourism in the host country
• The impact of hosting a global event on the economy of the host country
• The advantages and disadvantages of hosting global events for the host country
• Political situations and unforeseen occurrences of international significance
• The impact of these situations and occurrences on international tourism and the economy of the affected country.

Global events of international significance

• Definition of a global event
• Types of events
• The impact of global events on international tourism
• The impact of hosting a global event on the host country
• The advantages and disadvantages for the host country

Political situations and unforeseen occurrences of international significance
The concepts
Examples of recent political situations
Examples of unforeseen occurrences
The impact of political situations and unforeseen occurrences on international tourism and the economy of the affected country

Unit 1 Global events of international significance

1. What is a global event?

A global event is an organised event involving people from countries from around the world. There are many different types of global events and they can attract a lot of media attention.

1.1 Sporting events
Sports tourism refers to travel which involves either viewing or participating in a sporting event staying apart from their usual environment. Sport tourism is a fast growing sector of the global travel industry and equates to 600 billion dollars a year. Sport event tourism refers to the visitors who visit a city to watch events.  An example of this would be during the Olympics. Each Olympic host city receives an immense amount of tourism.
Examples of major international sporting events include:

• The Olympic Games is the largest sporting event in the world.
• The FIFA Soccer World Cup is the second largest sporting event in the world.
• The Tour de France cycling event is the third largest sporting event in the world and is held mainly in France.
• Wimbledon is a prestigious annual international tennis championship played in the London suburb of Wimbledon.
• The Comrades Marathon is the world’s largest ultra-marathon. It takes place annually in May or June between Pietermaritzburg and Durban in KwaZulu-Natal.

1.2 Other events
The G8 Summit: This forum is for the governments of eight of the world's largest economies France, the United States of America, the United Kingdom, Russia, Germany, Japan, Italy, and Canada (It excludes, however, two of the actual eight : China, 2nd, and Brazil, 7th). In recent years the ‘Plus Five’ countries Brazil, the People’s Republic of China, India, Mexico, and South Africa, have participated as guests.
Summits on climate change: Summits on climate change try to find ways to cut down on global carbon emissions and pollution. In 2000 the Southern African Economic Summit was held in Durban. In 2011 the UN Climate Change Summit was also held in Durban.
Tourism Indaba: The word indaba is an isiZulu word meaning ‘a meeting of elders’ but is used as a general term for meetings, exhibitions, and conferences. The Tourism Indaba is South Africa’s tourism showcase. It is the largest incoming travel trade exhibition in Africa and is held annually.

2. The impact of global events on international tourism

2.1 Positive impacts

• Short term economic benefits include higher spending at hotels, restaurants and shops, and the creation of temporary jobs
• Longer-term economic benefits include increased international tourism and increased investment resulting from improved global name recognition due to media coverage.
• Creates a positive impact on the long term association people have with the host.

2.2 Negative impacts

• It might take a long time for the country to pay off the debt incurred in hosting the event.
• Facilities, such as sports stadiums, that are especially built for the event may not be suitable
  for domestic use after the event.
• Other facilities built to host the international tourists who attended the event may stand
  empty if the number of tourists declines after the event.

3. The impact of hosting a global event on the host country

The legacy left behind after the event can improve the long-term well-being and lifestyle of citizens in the host country. This contributes enormously to nation building as we saw in South Africa when we hosted the 2010 FIFA World Cup.

3.1 Impact on domestic tourism in the host country
Domestic tourism slows down in the host country during a major global event such as the Olympic Games, FIFA World Cup or Tour de France because during a global event foreign tourists displace local tourists from the most popular tourist attractions.

3.2 The impact on the economy of the host country
Hosting global events can have the following positive impacts:

• Generation of foreign exchange income
• Investment
• The multiplier effect as money spent by a tourist circulates through the economy
• Development of infrastructure in the host country
• Job creation
• Future growth in international tourism.

Hosting global events can have the following negative impacts:

• Facilities built for the event, may not be suitable for domestic use after the event
• During the event, domestic tourism in the host country normally slows down
• Pollution of areas in and around the places used during the event
• Possible security risks
• It might take a long time for the country to pay off this debt
• Construction workers involved in building roads and other facilities in preparation for the
  event could lose their jobs once the construction work is completed.

Unit 2 Political situations and unforeseen occurrences of international significance

1. Concepts

1.1 Political situations
Political situations are events that are linked to the political circumstances within a country or region for example civil war or terrorism.

1.2 Unforeseen occurrences
Unforeseen occurrences are events that happen without any warning such as earthquakes and natural disasters.

2. Examples of recent political situations

A tourists perceptions of political instability and safety in a country will affect their decisions about whether or not to travel there.

2.1 Civil war
A civil war is a war between opposing groups of citizens of the same country. Civil wars have recently occurred in Libya, Egypt, Somalia and Kenya.

2.2 Terrorism
Terrorism is the use of violent acts to achieve a political goal. One of the most significant terrorist attacks in recent years was the September 11, 2001 attacks on the World Trade Centre in New York.

2.3 General unrest
Unrest is an uneasy or troubled condition. General unrest in Zimbabwe has stopped almost all of the tourism into that country.

3. Examples of unforeseen occurrences

3.1 Tsunamis
A tsunami is a series of very large ocean waves caused by an underwater earthquake or volcanic eruption which damage infrastructure, buildings, attractions, ports, coastlines and beaches.

3.2 Earthquakes
An earthquake is a sudden and violent shaking of the ground caused by movements within the earth’s crust or volcanic activity, and can cause great destruction.

3.3 Natural disasters
A natural disaster is an event caused by the forces of nature such as a tornado and can cause great destruction.

3.4 Global recession
A global recession is a period of general economic decline around the world and has a direct impact on tourism demand because people have less disposable income to spend.

3.5 Diseases
A disease is an abnormal condition which interrupts the normal bodily functions leading to feelings of pain and weakness. Diseases such as malaria, yellow fever, and more recently bird flu and swine flu, not only make travelling fearful of visiting certain areas.

3.6 Accidents
Transport accidents can have a negative impact on tourist numbers as they affect the safety image of a destination.

3.7 Economic upsets
Tourism establishments such as hotels and tourist attractions can experience economic upsets when they have financial trouble or difficulty as a result of low visitor numbers.

4. The impact of political situations and unforeseen occurrences on international tourism and the economy of the affected country

The impact of reduced tourism on a country’s economy can be disastrous: it may lead to increased unemployment, homelessness, deflation, crime, and other social and economic problems. Examples include:

• Travellers who have already booked will may cancel their trips
• Tourists who haven’t yet booked trips to affected areas delay their bookings or may go elsewhere
• Tour operators avoid booking trips to affected countries
• Airlines suspend their flights to affected areas.

Questions

1. What do you understand by the phrase global event? (4)
2. Name two of the biggest sporting events in the world? (4)
3. What do you understand by the phrase tourism indaba? (6)
4. List six positive effects for a country hosting a global event?  (12)
5. List six possible negative impacts for a country hosting a global event? (12)
6. Name three examples of political instability and safety in a country which might affect a tourists decisions about whether or not to travel there? (6)
7. Give an example of an unforeseen circumstance that could affect tourism?  (2)
8. Give 4 examples of the impact of political situations and unforeseen occurrences on tourism?(8)
9. Give 4 examples of diseases that may make people fearful of travelling to certain areas? (4)
10. Explain what the phrase tsunami means? (4)

Topic 2 Map work and tour planning

Overview

Planning is very important in any industry and more so in the tourism industry than most because attention to detail makes the difference between a successfully planned our and an unsuccessful one.

In this topic you will learn about:

• Tour plans and route planning
• Compiling a day-by-day itinerary
• Compiling a tour budget
• The concepts World Health Organisation, health certificates, travel clinics, compulsory and recommended vaccinations
• Health and safety precautions for tourists travelling to high-risk destinations
• Required travel documentation for tourists travelling between countries
• Customs regulations when departing from or arriving in South Africa
• The concepts duty free goods, prohibited goods, green channel, red channel, to declare, travel allowances
• World time zones and daylight saving time
• The impact of time zones and daylight saving on travel planning
• Calculating arrival and departure times with and without daylight saving time
• Jet lag and jet fatigue.

Tour plans and route planning

• Developing tour plans

Compiling a tour budget

• Factors influencing the development of a budget
• A basic tour budget

Travel documentation

• Required travel documents
• An international driver’s permit (IDP)
• Passports
• Visas
• Completing an application form
• Concepts
• Customs regulations

World time zones

• Concepts
• Introduction to a world time zone map
• Daylight saving time (DST)
• The impact of time zones and DST on
• travel planning and travelling

Compiling a day by day itinerary

• The main aspects of an itinerary
• Requirements of logical itinerary planning
• Drawing up itineraries according to different scenarios
• Vaccination required for entering / leaving areas of high risk
• TB and HIV and AIDS risks for inbound tourists
• Recommended health precautions when visiting health risk areas

2. Safety of tourists

• Reasons why the safety of tourists in South Africa is important
• General safety precautions for tourists

Calculations of world times when travelling between countries

• Calculating arrival, departure and flying time
• Jet lag and jet fatigue

Unit 1 Tour plans and route planning

1. Developing tour plans

People travel for many different reasons. Whatever the reason if it is well planned it is more likely to be successful.

1.1 What is a tour plan?
A good tour plan should indicate:

• The route the tour will follow
• The length of the tour
• The mode of transport
• The type of accommodation
• The meals and drinks offered
• The places of interest and attractions visited
• Leisure time for the tourist
• The dates of the tour
• Cost of the tour (budget).

1.1.1 Types of tours
Packaged tour: Is also known as an inclusive tour because the price is all-inclusive. The itinerary for a packaged tour is planned in advance.
Escorted packaged tour: A tour guide escorts the tour and takes care of all services from the beginning to the end of the tour.
Group packaged tour: These tours are popular with first time travellers and for tourists who prefer to travel in a group. The itinerary is set and cannot be changed and because the tour was organised for large groups of tourists makes the tour more affordable.
Independent packaged tour: These tours are planned to meet the individual needs of the tourist and are flexible and can be changed if necessary.
Scheduled tours: Scheduled tours have a timetable with set departure and arrival times.

1.3 Tourists profiles
A tourist profile is a summary of personal information and facts relevant to the tourist’s wants and expectations. The tourist profile helps the travel agent plan a tour and make sure that the needs of the tourist are met.

1.4 Available budget
A tour budget is calculated using the costs of the different tour components. They include:

• Transport
• Accommodation
• Meals included in the tour
• Attractions, including entrance fees, permits and optional extras
• Additional costs, including airport tax, service charge, etc...

1.5 Available time
When developing a tour plan, it is important to consider how much time a tourist has available.
Steps need to be taken to avoid wasting time while also ensuring tourists have adequate leisure and relaxation time.

2. Route planning

Route planning involves choosing the best way to travel to all the destinations identified in the tour plan. The distances between the places visited en route must be taken into account.
The following will help to develop a logical route plan:

• Knowledge of the geography of the region
• A variety of maps
• Distance tables to determine distances between major cities
• GPS
• Computers or smart phones
• Tour brochures, travel guidebooks, and travel magazines.

3. Choice of transport and accommodation to suit customers needs and preferences

3.1 Transport
Tour plans use a variety of transport options for each leg of a tour. Examples include cars, buses, planes, etc...
A customer’s choice of transport may also be influenced by how environment friendly they are. They might take into account by these facts:

• Fuel emissions from motorised vehicles are harmful to the environment
• Aircraft emit CO2 and other greenhouse gases into the upper atmosphere
• Oil, black water, greywater, rubbish, hazardous waste, ballast water, diesel and CO2 from cruise liners pollute the sea and harm coral reefs and marine life.

3.2 Accommodation
Most countries offer a wide range of accommodation options ranging from luxury safari lodges to backpackers hostels. The type of establishment chosen by the tourist is influenced by a combination of factors, including:

• The type of accommodation required
• The quality of accommodation required
• The desired location
• The availability of the accommodation
• Their budget.

4. Choice of tourist attractions and activities to suit tourists profiles

4.1 Attractions
When planning a tour the interests and preferences of the customers will determine the choice of attractions. The attractions offered on a tour plan are often one of the main reasons why a customer will select one tour plan above another.

4.2 Activities
The popularity of a tour plan depends on the activities that are available at the attraction sites and destinations. Tourists enjoy and remember a tour if they participate in and experience these activities.

Unit 2 Compiling a day-by-day itinerary

A tour plan gives general information about a tour. The specific, detailed information is presented in an itinerary which is a written day-by-day schedule of the dates, times, transport, accommodation, and activities that will make up the trip.
There are three different types of itineraries:

• Specific itineraries are drawn up with a target market in mind
• A general itinerary appeals to the overall market
• A personal itinerary is drawn up for an individual tourist.

1. The main aspects of an itinerary

The main aspects to be considered in an itinerary are:

• Transport
• Accommodation
• Attractions (natural and human-made)
• Activities (at natural and human-made attractions)
• Stops for meals and refreshments.

2. Factors to consider when drawing up an itinerary

Factors to consider when drawing up an itinerary include:

• Time
• Tour objectives
• Tourists needs and preferences
• Tour information
• Tour route
• Tour sequence
• Tour budget.

3. Drawing up itineraries according to different scenarios

3.1 Presentation of an itinerary

• The layout of the itinerary must be neat, clear and interesting
• Use the 24-hour clock to indicate time
• Write the itinerary as if you were talking to the tourist
• Do not make promises you cannot guarantee
• Mention interesting facts
• Use adjectives to describe places.

3.2 Format of an itinerary
A general itinerary may be presented in paragraph form or in tabular form.

Unit 3 Compiling a tour budget

A tour budget is a document that specifies all the costs of a tour and helps you plan accordingly.
Establishing what the tour will cost is important as the cost will determine who will be able to afford
to go on it.

1. Factors influencing the development of a budget

The development of a tour budget is dependent on a combination of factors such as:

• The type of tour
• The tour group
• Transport
• Accommodation
• Sundry expenses.

2. A basic tour budget

A basic tour budget shows what the tour will cost, what this includes and excludes and the cost of the optional extras. 

Unit 4 Health and safety

In order to reduce the risk of contracting a disease, tourists should obtain advice on the possible health risks in the areas to which they are travelling. Other possible health risks include the effects of unusual climatic conditions, contact with insects and animals, and physical injuries.

1. Concepts related to health

1.1 World Health Organisation (WHO)
The WHO is a specialized agency of the United Nations (UN) that is concerned with international public health. It was established on 7 April 1948, with headquarters in Geneva, Switzerland. Since its creation, WHO has been responsible for playing a leading role in the eradication of smallpox. Its current priorities include communicable diseases, in particular, HIV/AIDS, malaria and tuberculosis; the mitigation of the effects of non-communicable diseases; sexual and reproductive health, development, and aging; nutrition, food security and healthy eating; occupational health; substance abuse; and drive the development of reporting, publications, and networking.

1.2 Health certificates
Global travel on this scale exposes tourists to a range of health risks. Many of these risks can be reduced by taking precautions before the start of a journey.
A health certificate is an official document that is issued and signed by a health authority. It confirms that an individual has received the vaccine or prophylactic as indicated on the certificate.

1.3 Travel clinics
The spread of infectious diseases from one part of the world to another is not something new but it remains a concern. Travel clinics providing up-to-date specialised international travel healthcare.

1.4 Vaccinations
Millions of deaths have been avoided because of worldwide immunisation programmes against infectious diseases. For tourists this is important as safe and effective vaccines help to reduce the possibility of contracting a disease when travelling to high-risk destinations.
Compulsory vaccinations: The WHO decides which vaccinations are compulsory.
Recommended vaccinations: These vaccinations are not enforced but are recommended as a precaution.

2. Precautions to take when travelling to high-risk destinations

Destinations are considered high-risk if they are in regions that pose a threat to the health of the tourist. Areas where malaria, bilharzia and cholera are found are high-risk destinations. 

2.1 A region known to have malaria
Malaria is a potentially fatal disease transmitted by the bite of mosquitoes. 
Precautions that can take when travelling in malaria-infested areas include:

• Taking anti-malarial prophylactics
• Avoiding being outdoors at night
• Wearing clothing that conceals as much of the body as practical
• Spraying sleeping areas with mosquito repellent
• Sleeping under a mosquito net
• Burning insecticide coils or using electronic vaporizing mats
• Avoiding still water areas and dark damp places.

2.2 A region known to have bilharzia
Bilharzia is also known as schistosomiasis and is caused by parasites that contaminate fresh water, especially when infected people urinate or defecate in the water.
Precautions are necessary when travelling in areas known to have bilharzia:

• Avoid swimming or wading in dams and rivers
• Drink only boiled or filtered water
• Bath in hot water that is at least 65 °C, to destroy possible parasites on the skin
• Dry vigorously with a towel to prevent the parasite from penetrating the skin.

2.3 A region known to have cholera
Cholera is a bacterial disease transmitted mainly through contamination of food and water in areas where there is poor sanitation and hygiene.
Tourists in areas where cholera has occurred should observe the following precautions:

• Drinking water should be boiled, sterilised or filtered
• Foods must be well cooked and eaten hot
• Avoid undercooked or raw fish and shellfish
• Avoid local salads as they may carry cholera-infected water
• Avoid foods and beverages from street vendors
• Swim only in chlorinated swimming pools.

3. Vaccinations required for entering/leaving areas of high risk

Proof of vaccination is often required for tourists travelling into or from countries with a high risk of an infectious disease. An example is a yellow fever vaccination.

4. TB and HIV and AIDS risks for inbound tourists

4.1 The risk of TB for inbound tourists
Tuberculosis (TB) is a preventable and curable infectious bacterial disease. It is prevalent in South Africa. Examples of behaviours of inbound tourists that increase their likelihood of being exposed to the risk of TB include:

• Traveling on a flight lasting longer than eight hours while being seated within two rows of an infected passenger
• Using overcrowded, public transport and accommodation options
• Spending time in poorly ventilated and overcrowded environments, such as indoor events and festivals.

4.2 The risk of HIV and AIDS for inbound tourists
Tourists must be aware of the risk of HIV and AIDS when they travel as there is no vaccine available to prevent infection.

5. Recommended health precautions when visiting health risk areas

The WHO recommends six general health precautions for tourists visiting health risk areas. Their six ‘I’s’ are:

• Insects: Have repellents and medication available
• Ingestion: Drink bottled water and eat uncontaminated food
• Indiscretion: Prevent HIV
• Injury: Carry a traveller’s first aid kit. Apply sun block
• Immersion: Avoid swimming in fresh water rivers and dams
• Insurance: Use preventative medicine and have medical insurance.

The safety of tourists when they are in South Africa is important for the following reasons:

• Tourism generates income
• Tourism creates jobs
• Infrastructure development
• Community development.

Unit 5 Travel documentation

Tourists need travel documents to gain entry into a country for security, health, safety, and identification. These documents change from country to country.

1. Required travel documents

The following travel documents are required for entry into a country:

• Passport
• Visa
• Health certificates for certain countries.

1.1 Valid passport
A passport is an official government document that certifies one's identity and citizenship and permits a citizen to travel abroad.
There are different kinds of passports:

• Tourist passports that consist of 32 pages
• Maxi tourist passports with 48 pages for frequent travellers
• Official passports
• Diplomatic passports
• Temporary passports.

An official passport is  issued to someone who is travelling internationally on official business for the country and is usually a different colour from regular passports. A diplomatic passport is issued to someone who will travel internationally on official state business such as diplomats and consuls when they are posted to foreign countries. A temporary passport is issued to South African citizens who have applied for a regular passport but need to travel urgently before the regular passport can be issued.

1.2 Visa
A visa is an endorsement on a passport indicating that the holder is allowed to enter, leave, or stay for a specified period of time in a country. A visa application must usually be made before departure as visas are not often issued at ports of entry.
Examples of different kinds of visas are:

• Visitor visas
• Transit visas
• Diplomatic visas
• Courtesy visas
• Official visas.

1.3 Health certificates
A health certificate is an official document that is issued and signed by a health authority which confirms that an individual has received the vaccine as indicated on the certificate.

1.4 Requirements for tourists travelling between countries
Tourists must have proof of the following before travelling between countries:

• A valid passport
• A valid visa
• Sufficient funds to cover their stay in the country
• A return ticket, or onward ticket to another country
• International law requires travellers crossing the borders of countries where yellow fever is
  endemic, to have a yellow fever vaccination.

2. An international driver’s permit (IDP)

An IDP is a document recognized by many countries which allows the permit-holder to drive a private motor vehicle in that country. The Automobile Association of South Africa (AA) has the authority to issue the permit. An IDP can be obtained directly from any AA Autoshop or AA Travel Experience Store in South Africa.

3. Passports

3.1 Requirements for obtaining a passport
To apply for a passport the following is required in South Africa:

• An identity number
• Two passport photographs
• Fingerprints must be taken if aged 16 years or older
• A fee dependent on the type of passport applied for.

4. Visas

4.1 Requirements for obtaining a visa
The basic requirements to qualify for a visa include:

• A valid, acceptable passport
• Sufficient funds for the duration of the stay
• A return or onward travel ticket
• Identity photographs, as per requirement of the country for which application is made
• Blank pages in the passport as per requirement of country
• A yellow fever certificate if the applicant passes through a high risk area
• A statement and/or documentation confirming the purpose and duration of the visit
• Payment of the prescribed fee in the currency of the country in which the application is made
• In the case of children, proof of guardianship or custody, or consent from the guardian must be provided
• A completed visa application form. 

5. Concepts

All travellers arriving at South Africa’s ports of entry, whether by land, sea or air, are required to pass through immigration control before collecting their baggage. The South African Department of Home Affairs provides this service. Travellers then pass through customs control where their baggage may be X-rayed or examined by customs officers. After passing through immigration control travellers collect their baggage. They then have a choice of two channels. By selecting the green channel, a traveller indicates that they have no goods to declare, in other words, they have no prohibited or restricted goods, and no goods in excess of the duty free allowances.

5.1 Duty free goods
Duty free goods are those goods that travellers are allowed to bring into South Africa without paying customs duty or value-added tax (VAT).

5.2 Prohibited goods
Prohibited goods refer to those goods that travellers are not allowed, by law, to bring into South Africa such as illegal drugs.

5.3 Travel allowances
This refers to how much money a traveller is allowed to take out of South Africa. These transactions are subject to exchange control regulations, governed by the South African Reserve Bank.

Unit 6 Time zones

1. Concepts

1.1 Time zone
The phrase time zone refers to any of the 24 longitudinal divisions of the earth's surface in which a standard time is kept, the primary division being that bisected by the Greenwich meridian. Each zone is 15° of longitude in width, with local variations, and observes a clock time one hour earlier than the zone immediately to the east.
Most countries have only one time zone, for example, South African. More than one time zone may apply if countries extend across many degrees of longitude.

1.2 UTC (Universal Time Coordinate)
UTC is the primary time standard by which the world regulates clocks and time. It is one of several closely related successors to Greenwich Mean Time (GMT).

1.3 Greenwich
The 0º line of longitude passes through Greenwich in London, England. This line divides Earth into the Western and Eastern Hemispheres and is also known as the prime meridian.

1.4 Hemispheres
Earth is divided into the Northern and Southern Hemispheres by the equator, and the Eastern and Western Hemispheres by the Greenwich Meridian.

1.5 Equator
The equator is the 0º line of latitude. It is located at equal distance from the North and South Poles and divides Earth into the Northern and Southern Hemispheres.

1.6 Seasons
Seasons are the four divisions of the year: spring, summer, autumn and winter. The four seasons are the result of Earth’s changing position with the sun.

1.7 Standard time
The local time at the standard meridian of a country is called standard time. Standard time is the same for all places in that particular country and is calculated from Greenwich.

1.8 Local time
Local time is the specific time at any given place. is the time everyone in an area agrees upon as the local time.

1.9 The International Date Line (IDL)
The International Date Line (IDL) is an imaginary line on the Earth’s surface at 180° longitude.

1.10 The 24-hour clock
The 24-hour clock is a convention of time keeping in which the day runs from midnight to midnight and is divided into 24 hours, indicated by the hours passed since midnight, from 0 to 23. This system is the most commonly used time notation in the world today.

1.11 Latitude and longitude
A geographic coordinate system is a coordinate system that enables every location on the Earth to be specified by a set of numbers. They lie east and west of the Greenwich Meridian and divide the world into 24 time zones.

2. Introduction to a world time zone map

The map shows the different time zones around the world.

3. Daylight saving time (DST)

DST is a way of making better use of daylight by setting the clock ahead during summer months (thus losing one hour) when DST starts, and setting it back again one hour in the winter months (thus gaining one hour) when DST ends.
Reasons for implementing daylight saving time are:

• Some countries feel they can make better use of the extra daylight in the evenings.
• Some countries are of the opinion that fewer road accidents and injuries occur because of better visibility.
• The extra hour of daylight in the evening can give children more time for social activities.
• The extra hour of daylight in the evening may boost the tourism industry as it creates an opportunity to increase participation in outdoor activities.
• It can help to save energy and reduce artificial lighting during the evening hours.

4. The impact of time zones and DST on travel planning and travelling

Time zone differences must be taken into account during long flights eastward or westward because an hour is lost for each time zone that is crossed when flying eastwards.
Travellers must be familiar with the time changes, especially when flying east or west across time zones. They must know when a country has DST and whether they will be crossing the International Date Line as this can affect the times of flight changes, catching trains, etc...

Unit 7 Calculations of world times when travelling between countries

1. Calculating arrival, departure and flying time

1.1 Determining the time and day in a different time zone
Step 1: Locate the place for which you already know the time and day on a time zone map.
Step 2: Locate the place for which you wish to know the time and the day of the week on a time zone map.
Step 3: Count the time zones between the two places
Step 4: Calculate the time by either adding or subtracting an hour for each time zone, depending on whether you are moving east or west.
Step 5: If you have crossed the International Date Line, identify the day.

1.2 Calculating arrival, departure and flying time
Time difference calculations are also important when calculating arrival, departure, and flying times.

1.3 Calculating time using DST
When DST applies to countries one has to add an hour to the time zone for countries to the east and subtract an hour for countries to the west.

2. Jet lag and jet fatigue

2.1 Definition of jet lag
Jet lag is a general feeling of fatigue and disorientation often experienced by travellers by jet aircraft who cross several time zones in relatively few hours.

2.2 Symptoms of jet lag
The main cause of jet lag is the inability of the body to immediately adjust to the time in a different zone.
Other factors that contribute to jet lag are:

• The food and drinks consumed during the flight
• Cabin pressure, which causes leg swelling and tiredness
• Stale air in the plane, which cause tiredness, irritability and headaches
• Lack of exercise during the flight
• Lack of sleep during the flight.

2.3 How to minimise and ease the effects of jet lag
Before the flight, travellers should make sure:

• They are in good physical shape and that they eat correctly before their trip.
• They are well informed about any medical condition from which they suffer.
• They begin adjusting their bodies to the new time zone before they leave if their stay
  in the destination time zone will last more than a few days.
• They try to go to sleep and get up earlier if they are travelling east.
• They get a good night’s sleep the night before departure.

During the flight, travellers should make sure:

• They do not drink alcoholic beverages the day before their flight, during the flight, or the day after the flight.
• They do not drink caffeinated beverages before, during, or just after a flight
• They drink plenty of water to offset the effects of the dry air in the plane.
• They do not eat too much on the plane
• They exercise their legs from time to time while they are seated for their flight
• They get up and walk around every hour or two.
• They do not take sleeping pills.
• They do not nap for more than an hour at a time.
• They break up long-haul trips across many time zones, if feasible, with a stay in a city about halfway to their destination.
• They wear comfortable clothes and shoes.
• They make use of sleeping aids.

After the flight travellers should make sure:

• They try and get at least an hour’s worth of sunlight as soon as possible after reaching their destination if they are travelling west.
• They check, on arrival, whether beds and bathroom facilities at their accommodation are satisfactory
• They adapt to the local schedule as quickly as possible to help their bodies adjust faster.
• They try to establish sleeping patterns according to the time at their destination without resorting to sleeping pills.

Questions

1. List 5 different types of tours?  (10)
2. What does the phrase tourist profile mean?  (4)
3. Name 5 requirements for tourists travelling between countries? (10)
4. What are the requirements for obtaining a passport in South Africa?  (8)
5. What does the phrase daylight saving time mean? (4)
6. What does the phrase time zone mean? (4)
7. What does the phrase jet lag mean?   (4)
8. Name 4 things travellers can do during the flight to minimise jet lag? (8)
9. What does the phrase hemisphere mean? (4)
10. List the 5 steps that can be taken to determining the time and day in a different time zone? (10)

Term 2

Topic 1 Domestic, regional and international tourism

Overview

This topic examines the different world famous icons of different countries, their locations and why they are tourist attractions.
In this topic you will learn about:

• The difference between a tourist attraction and an icon
• The reasons why specific tourism attractions are regarded as icons
• Profiles and statistics of tourists visiting these icons
• The economic significance of icons for a country or area
• World famous icons and attractions in different countries of the world
• The location of the world famous icons and attractions on a map
• The reasons why these attractions are considered to be world famous icons
• Interesting facts about these icons. 

Units 1-4 Famous world icons and attractions

• The difference between tourist attractions and icons
• Reasons why some attractions become icons
• Profiles of tourists visiting icons
• Statistics of tourists visiting icons
• Famous world icons

Successful tourist attractions

• Factors contributing to the success of a tourist attraction
• Characteristics of a successful tourist attraction 

Units 1-4 Famous world icons and attractions

In your learner book units 1-4 of topic 1 term 2 deal with the different icons that are tourist attractions in different countries. You need to make sure that you know what icon belongs to which country.

1. The difference between tourist attractions and icons

Tourist attractions are places that tourists like to visit, such as national parks and heritage sites. An icon is a tourist attraction that is world famous and comes to
represent or be symbolic of the country or city in which it is located. Icons can be human-made or natural. A World Heritage Site is a place such as a forest, mountain, lake, desert, monument, building, complex, or city that is listed by UNESCO as being of special cultural or physical significance.

2. Reasons why some attractions become icons

Icons are unique and tourists find them fascinating because they are the only one of their kind in the world. Many icons are also proclaimed as World Heritage Sites by UNESCO because of their special cultural or physical significance.  Sometimes an icon provides a sense of identity, such as the Vatican City to people of the Catholic faith. An icon may be linked to famous people such as Robben Island and Nelson Mandela.

2.1 The economic significance of icons for a country
Tourism icons are used by the tourism industry as pull factors and are often included in tour packages and can therefore make a significant economic contribution to a country or region where they are located. Businesses involved in the tourism industry are interrelated and dependent on each other. For this reason the economic benefits of tourism reach almost everyone in the region in some way. This is called the multiplier effect which is an effect in economics in which an increase in spending produces an increase in national/regional income and consumption greater than the initial increase.

3. Profiles of tourists visiting icons

Different types of tourists will visit different types of icons, depending mainly on their interests, age, professions and income. A young adventurous tourist might climb Mount Everest while an older wealthier tourist might relax on the beaches of the French Rivera.

4. Statistics of tourists visiting icons

The numbers of tourists visiting icons are used to plan:

• Marketing strategies
• The time and level of maintenance and upkeep of the icon
• Restrictions to protect icons from possible damage caused by mass tourism.

Examples of famous world icons include:
Australia: Sydney Opera House, Ayers Rock/Uluru-Kata Tjuta National Park.
Brazil: The Statue of Christ the Redeemer
Canada: Niagara Falls
Italy: The Colosseum, The Leaning Tower of Pisa, Venice, Vatican City
Egypt: The Great Pyramids of Giza, The Sphinx
Germany: Berlin Wall and the Brandenburg Gate, The Black Forest
China: The Great Wall of China
Israel: The Dome of the Rock, The Wailing Wall
Greece: The Parthenon
India: The Taj Mahal
Turkey: The Blue Mosque
France: The Eiffel Tower, The French Riviera
Japan: Mount Fuji
Mexico: Chichén Itzá (Yucatan)
Jordan: Petra
Nepal: Mount Everest
Saudi Arabia: Mecca
Switzerland: The Swiss Alps
Netherlands: Mill Network at Kinderdijk, Elshout Peru: Machu Picchu (Cuzcu)
Poland: Auschwitz Concentration Camp
Portugal: The Algarve
Spain: Alcazar of Segovia, Bullfights
Thailand: Floating markets
Russia: The Kremlin, Red Square
United Kingdom: Big Ben, Buckingham Palace, Tower of London, London Bridge
United States of America: The Statue of Liberty, The Grand Canyon.

Unit 5 Factors contributing to the success of tourist attractions

Attractions form a key component of the tourism industry. They draw local and international tourists to cities and regions and motivate tourists to visit a destination.
Successful tourist attractions are those that:

• Continue to attract tourists
• Give enough information about the attraction where applicable
• Provide for the needs of tourists
• Meet the interests of the tourists
• Are easily accessible
• Are well maintained
• Provide a safe experience for tourists.

1. Factors that make a tourist attraction successful

The five main areas in attraction management that impact on the success of an attraction are:

• Marketing
• Income and financial management
• Human resources
• visitor management
• Operation management.

1.1 Marketing of tourism products locally and /or internationally
Successful marketing strategies are key to the success of tourist attractions. It is important that the marketing technique that is used will improve visitor numbers, and stimulate out of season and seasonal visits. Furthermore, the strategy must create a brand awareness and help to reach the budgeted income. The strategy must make the tourist attraction stand out from all other available options.

1.2 Sustainable and responsible management plans
Sustainable and responsible management entails sound management of both the financial and environmental aspects of the tourist attraction.

1.2.1 Environmental management
The environment on which the attraction is dependent for its existence must be looked after and developed.

1.2.2 Financial management
Financial management issues that must be well managed to ensure the success of an attraction are:

• The budget
• External issues such as inflation and tax laws
• Controlling costs and income.

1.3 Efficiency and ethical behaviour of staff and management
Labour costs will make up a significant portion of the budgeted costs. It is therefore important that staff are managed well and that they are efficient and behave ethically. To ensure this, good staff planning and training are needed. Good induction programmes and continuous training are important to make sure that staff obtains the skills needed.

1.4 Positive experience of visitors
To ensure positive visitor experiences it is important that:

• Visitor numbers are controlled
• Opening hours are convenient
• Pricing is right
• Pathways are clear and signage is displayed
• Informative brochures and leaflets are available.

1.5 Safety and crime prevention
The safety and security of tourists is the highest priority of any tourist attraction and a well co-ordinated strategy must be developed to protect tourists and make them feel safe.

1.6 General appearance and upkeep of the attraction
A successful attraction should have a pleasing and clean appearance. This means that regular maintenance of the facilities must take place.

1.7 Considering the needs of people with disabilities
Tourism attractions should be accessible to all including people with disabilities.

1.8 Universal access
Tourists have different needs. To be successful an attraction should have universal access. In other words it must be accessible to a wide range of tourists.
Key aspects that make an attraction accessible include:

• Transport to the attraction
• Transport at the attraction
• Parking
• Accommodation
• Toilet facilities
• Information
• Support facilities and services.

2. Characteristics of a successful tourist attraction

These include:

• Actual number of visitors exceeds the target number of visitors
• Repeat visits
• Income generated exceeds target figures
• Positive impact on local community and environment.

Questions

1. What is the difference between tourist attractions and icons?  (4)
2. What is the reason why some attractions become icons? (2)
3. Give an  example of an icon linked to a famous person? (2)
4. Give 10 examples of famous world icons (20)
5. List 4 characteristics of a successful tourist attraction (8)
6. What does the phrase multiplier effect mean?  (4)
7. Name two things that can be done to ensure staff obtain the skills needed to do their jobs properly?  (4)
8. Name 7 things that make an attraction accessible? (14)
9. Is the general appearance and upkeep of an attraction important?  (2)
10. What are the five main areas in attraction management that impact on the success of an attraction?  (10)

Topic 2 Foreign Exchange

Overview

When tourists travel to another country they have to exchange their own currency for that of the country they are visiting in order to buy things such as food, gifts or pay for accommodation. The rate at which one currency can be exchanged for another affects not only the decisions made by tourists to visit a particular country but also the amount of foreign currency earned by a country.

In this topic you will learn about:

• The term GDP and its benefits to the economy
• The multiplier effect and its link to the GDP
• The concepts of a weak and strong rand
• The relative strength and relative weakness of a currency
• How to interpret a currency rate sheet
• How to convert major currencies
• The difference between bank selling rate (BSR) and bank buying rate (BBR)
• The effect of exchange rates on international tourism
• Fluctuations in exchange rates.

Exchange rate conversions

• How to interpret a currency rate sheet
• Conversion of major currencies to understand
• the buying power of different currencies
• Differentiation between bank selling rate and bank buying rate

Exchange rates and the economy

• Gross domestic product (GDP) and its benefits to our economy 
• The multiplier effect and its link to the GDP  
• The concept ‘strong’ and ‘weak’ rand 
• The relative strength and weakness of a currency at specific times

The impact of exchange rates on tourism

• Effect of exchange rates on international tourism and its influence on South African travel patterns
• Fluctuations in the exchange rate

Unit 1 Foreign exchange

The phrase foreign exchange refers to the exchange of one currency for another, or the conversion of one currency into another currency. Foreign exchange also refers to the global market where currencies are traded virtually around-the-clock. The term foreign exchange is usually abbreviated as "forex".

1. Gross domestic product (GDP) and its benefits to our economy

The GDP is a measure of a country’s national income. GDP is a measure of all the goods and services produced domestically, usually in a period of one calendar year. The components included are consumer spending, investment made by industry, value of exports minus value of imports, and government spending.
Our economy is diversified with key economic sectors contributing to the GDP, including:

• Mining
• Agriculture and fisheries
• vehicle manufacturing
• food processing
• Clothing and textiles
• Telecommunication
• Energy
• Financial and business services
• Tourism
• Transportation
• Wholesale and retail trade.

If there are more goods and services produced in a year than in the previous year, we say there has been growth in the GDP. If GDP is increasing the economy is in good health and the nation is progressing and standards of living are improving.

2. The multiplier effect and its link to the GDP

The multiplier effect refers to the increase in final income arising from any new injection of spending. Every time there is an injection of new demand into the circular flow there is likely to be a multiplier effect. This is because an injection of extra income leads to more spending, which creates more income, and so on.

2.1 The tourism multiplier effect
Tourism not only creates jobs in the tourism industry, it also encourages growth in other sectors of industry. This is known as the tourism multiplier effect. Simply stated, this is how many times money spent by a tourist circulates through a country’s economy.

2.2 The multiplier effect and the GDP
The multiplier effect is an effect in which an increase in spending produces an increase in national income and consumption greater than the initial amount spent. Therefore the tourism multiplier affects GDP and is very important for South Africa because we need to grow the economy and create more jobs.

3. The concept ‘strong’ and ‘weak’ rand

Strong currency, also known as a hard currency, refers to a currency when it is worth more relative to other currencies. A weak currency, also known as a soft currency, is a currency whose value has depreciated significantly over time against other currencies and will fluctuate erratically or depreciate against other currencies. A weak currency is often the result of political or fiscal instability in the country. The terms strong rand and weak rand are used in the foreign exchange
market to describe the value and strength of the South African Rand against other currencies. When one unit of our currency trades for more units of another currency, it is known as a strong rand.

4. The relative strength and weakness of a currency at specific times

Some of the effects of a weak currency:

• A weak currency is good for nations that have more exports than imports because their exports will become cheaper for foreign buyers.
• A weak currency will stimulate manufacturing and exports to areas with a stronger currency.
• There will be an increase in manufacturing and job creation if the demand for exports increases.
• More foreign tourists will be able to afford to visit countries with weak currencies as it will increase their purchasing power.
• Imports become more expensive for the countries with weak currencies.
• Higher prices of foreign products increase the cost of living in countries with weak currencies.
• Purchasing power weakens for people in countries with weak currencies.
• A weak currency has a negative effect for people planning to travel to areas with a strong currency.

Effects of a strong currency:

• Imports become cheaper for the countries with strong currencies.
• Imported products and services, especially fuel, become more affordable.
• Exports become more expensive. Countries with strong currencies will export less as the demand will decrease.
• Domestic manufacturing will decrease as there is less demand from both the domestic and foreign markets.
• Fewer foreign tourists will be able to afford to visit countries with strong currencies as it will decrease their purchasing power.
• Purchasing power strengthens for people in countries with strong currencies.
• A strong currency has a positive effect for people planning to travel to areas with a weak currency.

5. How to interpret a currency rate sheet

Currency rates, also known as foreign exchange rates or simply exchange rates, tell how much of one currency you need to purchase a unit of another currency.
In order to calculate a foreign exchange rate follow these steps:

• Identify the exchange rate of the currency you need and find the ISO code. For example, the currency code of the rand is ZAR, while that of the US Dollar is USD.
• Look up the exchange rate for your two currencies.
• Calculate the exchange rate by looking at a currency pair (two currencies). The first currency in the pair, known as the base currency, is the transaction currency and the second currency is the payment currency.

Unit 2 Foreign exchange (part 2)

7. Differentiation between bank selling rate and bank buying rate
In the trading world of the currency exchange markets, a different buying rate and selling rate will be quoted. Exchange rates are quoted in two different rates:

• The bank buying rate
• The bank selling rate.

The buying rate (BBR) is the rate at which the exchange bank will buy a currency. The selling rate (BSR) is the rate at which the exchange bank will sell a currency.
The quoted rates will include an allowance for a dealer’s margin (profit) in trading. Alternatively the profit may be recovered in the form of a commission. Banks perform a vital role in foreign currency exchange transactions. Banks trade in international currencies in order to make a profit.

8. Effect of exchange rates on international tourism and its influence on South African travel patterns
Exchange rates can impact the tourism industry either negatively or positively. A fall in the value of the South African rand has a twofold effect:

• It makes international travel for South Africans more expensive
• It makes travelling in South Africa cheaper for foreign tourists.

Tourist travel patterns are influenced by the exchange rates as they affect the tourist’s purchasing power. Tourists visiting South Africa from another country will have more or less money to spend depending on the exchange rate.

9. Fluctuations in the exchange rate
Factors that determine exchange rates are:

• Inflation
• Interest rates
• Trade balance
• Terms of trade
• Government debt
• Political and economic instability
• Employment outlook of a country.

Questions

1. What does the phrase foreign exchange mean? (4)
2. What does the phrase Gross Domestic Product mean?(4)
3. What do you understand by the phrases strong and weak currencies? (4)
4. Name three effects of a weak currency? (6)
5. List the different factors that determine exchange rates? (14)
6. List two effects a fall in the value of the South African rand has on tourism? (4)
7. Name the two ways exchange rates are quoted? (4)
8. What are the steps that need to be taken to determine an exchange rate? (6)
9. List three effects of a strong currency?  (6)
10. What is the multiplier effect and its link to the GDP? (4)

Term 3

Topic 1 Domestic, regional and international tourism

Overview

In this topic you will learn about:

• Forms of payment when travelling internationally including:
• Electronic fund transfers (EFT)
• Telegraphic transfers (SWIFT transfers)
• Bank drafts
• Internet payments
• Foreign bank notes (cash)
• Credit cards (Visa, MasterCard, American Express, Diners Club)
• Traveller’s cheques
• Preloaded foreign currency debit cards such as Cash Passport Card/Travel Wallet/International Travel Card
• The advantages and disadvantages of each form of payment
• Interpreting statistics regarding inbound international tourism including:
• Foreign arrivals to South Africa and how the arrival statistics can determine foreign market share
• Most visited provinces in South Africa
• Length of stay in each province
• Average expenditure per tourist
• Activities undertaken whilst in South Africa.

Forms of payment when travelling internationally

• Electronic fund transfers
• (EFT)
• Telegraphic transfers (SWIFT
• transfers)
• Bank draft s
• Internet payments
• Foreign bank notes
• Credit cards
• Preloaded foreign currency debit cards
• Traveller’s cheques

Foreign Market Share
Concepts
Foreign arrivals to South Africa
Most visited provinces in South Africa
Length of stay in each province
Average expenditure per tourist
Activities undertaken whilst in South Africa

Unit 1 Forms of payment when travelling internationally

There are several methods tourists can use to pay for goods and services when travelling in a foreign country. Each method of payment has its advantages and disadvantages and tourists need to do research before deciding which method is best suited to them.

1. Electronic fund transfers (EFT)
An EFT is the electronic exchange, transfer of money from one account to another, either within a single financial institution or across multiple institutions, through computer-based systems.
Its advantages are:

• It is safe and secure
• It is efficient and fast
• It is less expensive than paper cheque payments and collections
• Money can be transferred throughout the world.

Its disadvantages are:

• Funds will only show on a beneficiary’s account if the transaction is done before a specific time of the day, otherwise it will only show the next day.
• Funds might be transferred to or from a person’s account on the incorrect date.
• It may be difficult to cancel an EFT.

2. Telegraphic transfers (SWIFT transfers)
Telegraphic transfers  are a method of electronic funds transfer from one person or institution to another. A wire transfer can be made from one bank account to another bank account or through a transfer of cash at a cash office. Wire transfer systems are intended to provide more individualized transactions than bulk payment systems.
Its advantages are:

• If you are stuck overseas without cash, someone at home can send you money electronically within a day
• You do not need Internet banking as the banks send the information directly to each other.

Its disadvantages are:

• Fees can be high.

3. Bank drafts
A banker's draft (also called a cashier's check) is a cheque where the funds are taken directly from the financial institution rather than the individual drawer's account.
Its advantages are:

• It is one of the safest ways to send money abroad.

Its disadvantages are:

• Bank fees and charges can be high
• Drafts need to be physically sent by mail or courier, so they may take a few weeks to reach the recipient.
• The recipient cannot cash the draft unless he has a bank account in which to deposit it.

4. Internet payments
Internet payments describe any online payment (on the internet) for a product or service. Its advantages are:

• They can save time
• No need to stand in long queues to pay a bill
• People can log into their accounts at any time to get an up-to-date statement of their transactions
• Low transaction costs/fees.

Its disadvantages are:

• No internet access can cause late payments
• There is no direct contact with the business from which a product or service is purchased
• Computer crimes may result in money being stolen
• Criminals record a user’s keystrokes and then use this information to illegally access accounts.

5. Foreign Bank notes
Foreign bank notes are cash (coins and notes) that the tourist uses in the country that they are visiting.
Its advantages are:

• It’s useful to have cash on hand for immediate expenses.

Its disadvantages are:

• This is the most risky form of payment as if cash is stolen or lost it cannot be recovered.

6. Credit Cards
A card issued by a financial company giving the holder an option to borrow funds, usually at point of sale. Credit cards charge interest and are primarily used for short-term financing. Interest usually begins one month after a purchase is made and borrowing limits are pre-set according to the
individual's credit rating.
Its advantages are:

• Cards can be used to buy expensive items. The debt can be paid off over time
• They avoid having to carry large amounts of cash
• Most businesses accept credit cards as a form of payment.

Its disadvantages are:

• Some businesses do not accept credit cards
• It is easy to overspend and incur debt
• Transaction costs are charged every time you use the card
• Illegal copying of information from the magnetic strip of a card may give criminals access to an account (card skimming)
• Interest rates are high.

7. Preloaded foreign currency debit cards
These cards, issued by all major banks, are preloaded with foreign currency before tourists travel and are also known as ‘cash passports’.
Its advantages are:

• There is no chance of running into debt
• The money loaded onto the card is safe
• Activation of the card is protected by a PIN.

Its disadvantages are:

• Bank fees may be high
• Some cards charge a fee when you use them to make a purchase or withdraw money
• A lack of Internet access may make it difficult to load foreign currency onto the cards.

8. Traveller’s cheques
A traveller’s cheque is a cheque issued by a financial institution that can be used as a form of payment and, if necessary, exchanged for cash.
Its advantages are:

• They are refunded if lost or stolen
• They are available in all major currencies and can be exchanged at most hotels, restaurants and shops around the world
• They are useful as currency if a tourist is unable to find a functioning ATM.

Its disadvantages are:

• The exchange rate for traveller’s cheques is not as favourable as the interbank rate that tourists get when using a credit or debit card
• Nowadays few shops and businesses accept traveller’s cheques for the purchase of goods
• There are bank charges and fees for converting cash into traveller’s cheques.

Unit 2 Foreign market share

1. Concepts

1.1 Inbound tourists
Inbound tourists are incoming tourists, ie - people travelling to South Africa.

1.2 Foreign market share
Foreign market share is the portion of the inbound tourism market that a specific country controls and includes both the number of tourists and the amount they spend.
The two main categories of foreign markets are:

• Land markets: Countries where at least 60% of arrivals from the country arrive by land. For South Africa land markets are Botswana, Lesotho, Mozambique, Malawi, Namibia, Swaziland, Zambia and Zimbabwe.
• Air markets: Those countries where at least 60% of arrivals from the country arrive by air.

1.3 Arrival statistics
Arrival statistics indicate the numbers of international tourists that arrive in South Africa. These numbers are collected, classified, analysed and interpreted.

2. Foreign arrivals to South Africa

Foreign tourist arrivals vary from year to year. We use the phrase source markets to describe the main areas from which these tourists come from. One of South
Africa's source markets is Europe. Examples of emerging foreign markets are India and China.

Questions

1. What does the abbreviation EFT stand for? (2)
2. List four advantages of using  EFTs. (8)
3. What is a telegraphic transfer or SWIFT transfer? (4)
4. Name one advantage of using a telegraphic transfer? (2)
5. List four advantages of using the internet to make payments? (8)
6. List four disadvantages of using the internet to make payments? (8)
7. Explain what a credit card is? (4)
8. List three advantages of using a credit card to make payments? (6)
9. Explain the phrase foreign market share? (4)
10. The two main categories of foreign markets are? (4) 

Topic 2 Marketing

Overview

International tourists visiting South Africa form a vital part of our economy. In this topic you will learn about:

• The importance of marketing South Africa internationally
• The core business of South African Tourism
• Opportunities for marketing South Africa internationally
• How SAT’s marketing activities are funded
• The concept of branding and South Africa’s brand logo
• Local travel shows such as the Tourism Indaba and the Getaway show as
• Opportunities to promote South Africa and the Southern African region to the world.

Marketing South Africa

• The importance of marketing South Africa internationally
• The core business of South African Tourism
• Opportunities for marketing South Africa internationally
• Funding SAT’s international marketing initiatives: the role of Tourism Marketing Levy South Africa (TOMSA)
• South Africa’s brand logo
• Opportunities to promote South Africa and the Southern African region to the world

Unit 1 Marketing South Africa as a tourism destination

1. The importance of marketing South Africa internationally
Tourism is a very important part of South Africa’s economy. In order to ensure that tourism continues to grow, South Africa must be actively marketed to international tourists as a tourism  destination. There are two main objectives in marketing South Africa as a  destination:

• Increase in annual volume of foreign arrivals to South Africa
• Increase in international awareness of South Africa as a travel destination.

2. The core business of South African Tourism (SAT)
SAT has been specifically tasked with marketing South Africa as a destination, both domestically and internationally and can be described as a National Destination Marketing Organisation (DMO).

2.1 Marketing South Africa internationally as a tourism destination of choice
SAT undertakes a number of marketing activities. These include:

• Participation in major travel shows both locally and internationally
• Advertising, public relations and direct mailing campaigns
• Holding educational work sessions with the international partners of South Africa’s travel industry.

SAT divides the international market into segments to identify the most important markets on which to focus. SAT categorises market segments as core markets, investment markets, tactical markets, watch-list markets, markets of strategic importance and strategic air link or hub markets. Core markets are the most important and receive the most attention.

2.2 Maintaining and enhancing the standard of facilities and services in the industry
The product aspect of marketing is one of the five Ps of the marketing mix. Since facilities and services form the basis of the tourism product, the quality of these facilities and services needs to be maintained or, if necessary, improved. One of the ways in which SAT can do this is through the Tourism Grading Council of South Africa (TGCSA). The TGCSA evaluates accommodation establishments, such as guesthouses and hotels, and awards them a star grading.
Other initiatives to ensure that the standard of facilities and services are improved include:

• Welcome Awards
• The Emerging Tourism Entrepreneur of the Year Award (ETEYA).

2.3 Coordinating the marketing activities of role players in the industry
SAT spends a large amount of time and money on marketing South Africa as a destination. Other tourism organisations should use the marketing done by SAT as a platform for their own marketing initiatives. Marketing efforts should be coordinated so that they align with the strategy and positioning of South African Tourism. For this reason SAT works closely with other Direct Marketing Organisations (DMOs) at both provincial and local levels. SAT coordinates the marketing efforts of the different provinces and cities with the national marketing efforts.

3. Opportunities for marketing South Africa internationally
Tourism intermediaries are very important in generating tourism business for a destination.
International travel trade shows and expos are hosted around the world. The two best known of these are the International Tourism Exchange (ITB) in Berlin and the World Travel Market (WTM) in London.

3.1 ITB (Berlin)
The ITB takes place annually in March. ITB draws more than 170 000 visitors, including 108 000 trade visitors, and over 10 000 exhibitors from 180 countries.

3.2 World Travel Market (London)
The idea is to create opportunities for a wide variety of people from the global travel trade to meet, network, negotiate and conduct business under one roof. This is an annual event that normally takes place in November.

4. Funding SAT’s international marketing initiatives: the role of Tourism Marketing Levy South Africa (TOMSA)
SAT needs a great deal of funding because international marketing is expensive. Tourism Marketing Levy South Africa (TOMSA) was set up in 1998 to raise additional funds for the marketing of destination South Africa. It is a private sector initiative. South African Tourism (SAT) makes use of these funds to promote the country as a preferred tourist destination, both locally and internationally.
The TOMSA levy is 1% of each confirmed booking. The collection of the TOMSA levy by tourism businesses is voluntary. The amounts paid are not the same as paying a tax to the business. The tourist pays the levies and the business just acts as a collector of the levies. These levies are paid to the Tourism Business Council of South Africa (TBCSA), which administrates TOMSA.

5. South Africa’s brand logo
South African Tourism’s logo and corporate identity were redeveloped in 2009 in collaboration with the International Marketing Council (IMC). The logo uses the colours of the South African flag and the inspiration for the logo is the pride in South Africa that South African Tourism strives to nurture among all South Africans.

6. Opportunities to promote South Africa and the Southern African region to the world
6.1 Tourism Indaba
This is owned by SAT and is one of the largest tourism marketing events on the African calendar.
Indaba can be compared to other ‘must visit’ events of its kind on the global calendar, such as the WTM and ITB. This tourism trade event showcases a wide variety of Southern Africa’s best tourism products, and attracts international visitors and media from across the world. Indaba takes place annually over four days normally in mid-May. It attracts well over 13 000 delegates from the travel, tourism, and related industries.

6.2 The Getaway Show
The Getaway Show takes place annually both in the Western Cape, usually during March/April, and in Gauteng during August/September. The show is organised by the publishers of Getaway magazine and includes a wide variety of exhibitors, including outdoor equipment companies, safari tour
operators, and tourist destinations in Southern Africa.

Questions

1. What are the two main objectives in marketing South Africa as a destination? (4)
2. What is the core business of South African Tourism (SAT)?  (2)
3. Name three marketing activities that SAT undertakes? (6)
4. What are the segments that SAT divides the market into? (14)
5. Name two international trade expos that SAT participates in? (4)
6. Name two local trade expos that promote South Africa? (4)
7. Explain how SAT is funded?  (8)

Topic 3 Sustainable and responsible tourism

Overview

In this topic you will learn about:

• The concept and background of the triple bottom line approach
• How tourism businesses can act responsibly (environmentally, economically and socially)
• Codes of conduct for tourist behaviour (social, economic and environmental)
• How a destination can attract tourists who are conscious of the triple bottom line
• How Fair Trade in Tourism South Africa contributes to responsible and sustainable practices
• How to make use of case studies of companies that practise the triple bottom-line approach.

The three pillars of sustainable tourism

• The concept and background of the triple bottom line approach
• Environmental impacts (planet)
• Economic impacts (profit)
• Social impacts (people)

Responsible tourism and tourists

• Codes of conduct for tourist behaviour (social, economic and environmental)
• How can a tourism destination attract environmentally (people, planet, profit) conscious tourists?
• The contribution of Fair Trade in Tourism South Africa (FTTSA) towards encouraging responsible and sustainable practices
• Case studies of companies that practice the triple bottom-line approach 

Unit 1 The three pillars of sustainable tourism

1. The concept and background of the triple bottom line approach

The phrase bottom line refers to the bottom line of a financial statement, called the income statement. This line shows how much profit a company has made in a particular period.
As international tourism continues to grow, governments have realised that tourism has more than just an economic impact on a country. Tourism also has social (people) and environmental (planet) impacts. These two aspects are added to the economic (profit) aspect to form the triple bottom line approach.
If profit was the only objective, human and natural resources could be exploited so balanced approach is required.

2. Environmental impacts (planet)

2.1 Resource management (energy and water)
Resource management refers to the way in which scarce and limited resources are managed. It is important that tourism businesses reduce their energy usage to help reduce pollution and protect our limited resources. Simple things like switching off unused appliances and lights that have been left on help conserve electricity.  The supply of fresh water is limited and large parts of South Africa receive little rain and are very dry. We need to conserve water to ensure that there is enough water for everyone. Simple things like fixing leaking taps help conserve water.

2.2 Waste management
Waste management refers to the management of the amount of waste generated by a tourism business. It is important that tourism businesses manage their waste since waste has a negative environmental impact. The three Rs can be applied to manage waste - reduce, re-use and re-cycle.

2.3 Litter control
Litter control is the reduction or avoidance of litter. Tourists should be encouraged not to litter.
Tourism organisations should ensure that they provide enough rubbish bins, and encourage tourists to place litter in the correct bins for recycling. They should also encourage tourists to reduce, re-use and recycle.

2.4 Pollution control
Tourism organisations should use environmentally friendly products where possible. This is done through pollution control. Pollution should be reduced or completely avoided. This will ensure that fewer harmful chemicals that pollute the ground and water are produced. Certain types of waste, for example, used motor oil and fluorescent tube lights, should be handled by professional waste management companies.

2.5 Environmentally friendly building
Environmentally friendly building is the construction and design of new buildings, such as hotels, which are designed to have the minimal negative impact on the environment both during building and once operational.

2.6 Promotion of indigenous flora and control of alien invasive plants in grounds and gardens
Alien invasive plants are plants that do not naturally occur in a particular area. They often grow out of control, affecting the indigenous flora. It is better to use indigenous plants when planning a garden, for example, for a new hotel, as they use less water and are part of our natural heritage.

3. Economic impacts (profit)

If tourism businesses do well, they have a positive economic impact on a destination. Tourism businesses have an important role to play in the responsible and sustainable management of tourism.

3.2 Responsible attitude of a tourism business towards the people and the environment it affects
Tourism businesses must realise that their businesses are about more than just profit. They have a responsibility towards the community and the environment in which they operate. The most important aspect of this responsible attitude of a tourism business is that they do not exploit people or the environment for profit.

3.3 Ways to manage economic impacts

• Ownership: It is very important that government encourages and promotes local tourism business ownership.
• Employment: Employing local residents is important to ensure that the economic benefits remain at the destination.
• Procurement of local goods and services: Through the procurement of local goods (buying) from local suppliers, they are sharing the economic benefits of tourism with the other businesses at the destination.

4. Social impacts (people)

4.1 Positive and negative effects of tourism on local communities, culture and heritage
Tourism can have both positive and negative impacts on communities, and their culture and heritage.
Examples of positive effects include:

• Tourism creates an awareness of different traditions, cultures, and art forms.
• Tourism creates understanding between people of different cultures.
• Local communities absorb new ideas, interests, and values from tourists.
• Cultural heritage is preserved and money can be raised for the maintenance of cultural sites and museums.
• The local community learn to take pride in their culture.
• The money generated can be used to uplift the community.

Examples of negative effects include:

• Crime and violence may increase.
• Cultural changes may occur as the locals may adopt the culture of tourists instead of valuing their own culture and heritage.
• The money generated by tourism may not feed back into the local community.
• There may be racial tension between tourists and locals.
• There may be negative tourist behaviour such as public drunkenness.
• Tension may arise between tourists and locals if locals are denied access to culturally significant places.
• Sometimes privacy is not respected, sacred sites are invaded, and cultural ceremonies are exploited.

4.2 Corporate social investment (CSI)
Corporate social investment involves a contribution by a business (corporate) to the community in which it operates and can take many forms.

Unit 2 Responsible tourism and tourists

1. Codes of conduct for tourist behaviour (social, economic and environmental)

Most responsible tourism guidelines and handbooks focus on what tourism businesses should do to be more sustainable. There are also several organisations that have created lists of ways in which tourists can be more responsible travellers.

2. How can a tourism destination attract environmentally (people, planet, profit) conscious tourists?

People all over the world are becoming more concerned with sustainability. As a result, tourists are more concerned about whether tourism businesses are implementing responsible tourism practices. Tourism destinations can attract the right type of tourists by marketing the destination as a
responsible tourism destination.

3. The contribution of Fair Trade in Tourism South Africa (FTTSA) towards encouraging responsible and sustainable practices

Fair Trade in Tourism South Africa (FFTSA) is a nongovernmental organisation (NGO) that promotes sustainable tourism development and responsible tourism management.
FFTSA promotes sustainable and responsible tourism by:

• Creating awareness of sustainable tourism issues
• Researching better ways of implementing and planning sustainable tourism
• Advocacy of sustainable tourism issues to tourism authorities
• Building capacity through training
• facilitating a tourism Fair Trade certification programme, the first of its kind in the world.

Questions

1. Explain what the phrase bottom line means? (4)
2. Explain what the phrase triple bottom line means? (4)
3. Name two things you can do to help water and energy management?  (4)
4. What are the three R's in waste management?  (6)
5. Explain what the phrase environmentally friendly building means?  (4)
6. List three ways in which Fair Trade promotes sustainable and responsible tourism. (6)
7. What is meant by the term Corporate Social Investment? (4)

Topic 4 Culture and heritage

Overview

In this topic you will learn about:

• The concept of a World Heritage Site
• The role of UNESCO
• The logo and main functions of UNESCO
• The types of World Heritage Site
• Descriptions of the World Heritage Sites in South Africa
• The location of the World Heritage Sites in South Africa
• How the World Heritage Sites meet UNESCO’s criteria
• The value of the World Heritage Sites to South African tourism.

World Heritage Sites

• The concept of World Heritage Sites
• The role of UNESCO
• Types of World Heritage Sites
• The World Heritage Sites in South Africa
• The value of the World Heritage Sites to South Africa’s tourism industry

Unit 1 World heritage sites

1. Concept: World Heritage Sites

Heritage is the legacy preserved by past generations for future generations. In order to be given World Heritage status, sites must have outstanding natural, cultural or historical value and meet at least one of UNESCO’s ten selection criteria. A country can apply to the UNESCO World Heritage Committee for a site to be proclaimed a World Heritage Site. A place that is declared a World Heritage Site is proclaimed by the Minister of Environmental Affairs and Tourism by notice in the Government Gazette and thereafter included in the World Heritage List. An example is Robben Island.

2. The role of UNESCO

The United Nations Educational, Scientific and Cultural Organisation (UNESCO) is a leading international organisation responsible for the protection and development of heritage.

2.1 UNESCO logo and main functions
The main functions of UNESCO are in five major areas. These are:

• Education
• Natural sciences
• Social and human sciences
• Culture
• Communication and information.

Examples of UNESCO sponsored projects include literacy and teacher-training programs.

3. Types of World Heritage Sites

The three types of World Heritage Sites are:
Cultural: Sites accorded the status on the basis of their tangible and intangible cultural heritage
Natural: Sites accorded status on the basis of their natural heritage
Mixed:  Sites accorded status on the basis of both cultural and natural heritage.

4. The World Heritage Sites in South Africa

There are eight heritage sites in the country that are inscribed in the World Heritage List because of their unique cultural and natural value to all humanity.
They are:

• Mapungubwe Cultural Landscape
• Cradle of Humankind
• Richtersveld Cultural and Botanical Landscape
• Robben Island
• iSimangaliso (Greater St Lucia) Wetland Park
• Vredefort Dome
• uKhahlamba/Drakensberg Park
• Cape Floral Region.

5. The value of the World Heritage Sites to South Africa’s tourism industry

They are valuable in the following ways:

• They bring an awareness of the existence of the sites to both domestic and foreign markets.
• They increase the economic value of the provinces in which they are located as they attract both domestic and foreign visitors.
• They bring income into the establishments in the area of World Heritage Sites through provision of services such as accommodation, transport, food, drink, souvenirs and entry fees.
• They encourage close working relationships between tourism organisations and establishments in managing World Heritage Site destinations in order to
  improve the quality of visitor experience.
• They contribute to a sense of ownership and pride of cultural and natural heritage in the local community.
• They create job opportunities as increased visitor numbers result in increased demand for services.
• They result in the improvement of the infrastructure that provides access to the sites.

Questions

1. What is the concept behind World Heritage Sites?  (8)
2. What is the role of UNESCO?  (2)
3. What are the three types of World Heritage Sites? (6)
4. What are the eight World Heritage Sites in South Africa? (16)

Topic 5 Communication and customer care

Overview

In this topic you will learn about:

• The concept of customer feedback
• The purpose of obtaining customer feedback
• Methods to obtain customer feedback including surveys, questionnaires, feedback cads, follow-up calls, SMS messages and web-based responses
• How to analyse feedback including studying and capturing feedback, identifying common complaints , deciding on an action and starting the intervention process
• The impact of the service delivered on an organisation and its profitability.

Methods of obtaining customer feedback and measuring customer feedback

• Concept: Customer feedback
• Purpose of obtaining customer feedback
• Methods to obtain customer feedback
• Analysing customer feedback
• The impact of service delivery on an organisation’s business profitability

Unit 1 Methods to obtain customer feedback and measure customer satisfaction

1. Concept: Customer feedback

Customer feedback  is information coming directly from customers about the satisfaction or dissatisfaction they feel with a product or a service. Customer comments and complaints given to a company are an important resource for improving and addressing the needs and wants of the customer. The information is procured through written or oral surveys, online forms, emails, letters, or phone calls from the customer to the company.

2. Purpose of obtaining customer feedback

The top four reasons for getting customer feedback are:

• Innovation
• External performance feedback
• Retaining customers
• Advance warning in customer trends.

3. Methods to obtain customer feedback

There are a number of methods available for companies to use to do this, such as:

• Surveys
• Questionnaires
• Feedback cards
• Follow-up calls
• SMS messages on cell phones
• Web-based responses.

4. Analysing customer feedback

The following steps can be taken to analyse customer feedback:

• Study the feedback
• Identify most common complaints
• Decide on an action plan
• Start the intervention process.

5. The impact of service delivery on an organisation’s business profitability

The impacts that good service delivery have on an organisation’s business profitability include:

• Increased sales
• Customer loyalty
• Enhanced public image
• More effective employees
• Motivated staff members
• Reduced marketing costs.

Questions

1. Explain what the phrase customer feedback means? (4)
2. What are the top four reasons for getting customer feedback? (8)
3. List six methods a company can use to obtain customer feedback? (12)
4. What steps need to be taken to analyse customer feedback? (8)
5. List six advantages that good service delivery have on an organisation’s business profitability? (12)

Term 4

Topic 1 Tourism sectors

Overview

In this topic you will learn about:

• Factors influencing a company’s professional image
• The importance of the image of company staff
• Basic conditions of employment in the tourism industry
• Contracts of employment
• The purpose and value of a code of conduct. 

Professional image in the tourism industry

• Factors contributing to a professional image in the tourism industry
• The image of company staff

Conditions of employment

• Information contained in an employment contract
• Basic conditions of employment in a tourism field

The purpose and value of a code of conduct

• Purpose of a code of conduct
• Value of a code of conduct
• Examples of codes of conduct 

Unit 1 Professional image in the tourism industry

It is important that people in the tourism industry portray a professional image. The image of a tourism business and its staff is of great importance when dealing with tourists from various countries, cultures and personal backgrounds.

1. Factors contributing to a professional image in the tourism industry

The following factors contribute towards the professional image of a company:

• Company image
• Company staff
• Physical appearance and product packaging
• Company customer policies
• Marketing material
• Company environmental policies.

2. The image of staff in the tourism industry

Tourists expect professionalism from tourism employees, who must be presentable, efficient and well trained. If service providers are unprofessional, it creates a poor image.
Staff must have a professional image which includes:

• Uniforms
• Appropriate dress code
• Good personal hygiene and grooming
• Interaction with customers
• Good communication skills.

Unit 2 Conditions of employment

Conditions of employment refer to the terms under which an employer has employed a person.
Conditions of employment cover a broad spectrum of work related issues. Employees should read these conditions very carefully before signing a contract to avoid any misunderstandings or disagreements.
The Employment Act applies to all employers and workers, but excludes:

• The National Defence Force
• The National Intelligence Agency
• The South African Secret Service
• Unpaid volunteers working for charity.

1. Information contained in an employment contract

The following details are normally included in an employment contract:

• Employer and employee details
• Employment details
• Payment details
• Leave details
• Notice/contract period.

2. Basic conditions of employment in a tourism field

The Basic Conditions of Employment Act stipulates that: 

• Workers are not allowed to work more than 45 hours a week or nine hours a day.
• Employees cannot be forced to work overtime, and by agreement for no more than ten
  hours a week.
• Overtime must be paid at 1,5 times the normal wage.
• Employees must have a meal break of one hour after five hours of work.
• Employees must have a daily rest period of 12 consecutive hours and a weekly rest period of 36 consecutive hours.
• Employees who work occasionally on Sunday must be paid double, and those who normally work on a Sunday must be paid 1,5 times the normal wage.
• Employees cannot be forced to work on a public holiday, and must be paid double if they agree to.
• Employees are entitled to 21 consecutive days' annual leave or, by agreement, one day for every 17 days worked.
• Employees cannot receive money instead of holidays, except when they leave the company.
• Employees are entitled to six weeks' paid sick leave in a 36-month period.
• Pregnant employees are entitled to four consecutive months of maternity leave, although they do not have to be paid during this time.
• Full-time employees are entitled to three days of paid family responsibility leave per year, but an employer can ask for reasonable proof of the circumstances.

Unit 3 The purpose and value of a code of conduct

A code of conduct is a set of rules outlining the responsibilities of or proper practices for an individual, party or business. The code of conduct thus takes the aims and objectives of the organisation into account. The code of conduct contains procedures to follow in certain situations and requires certain behaviours.

1. Purpose of a code of conduct

A code of conduct:

• Spells out the expected conduct of staff in their performance of duties
• Offers guidance for staff members faced with ethical challenges
• Guides behaviour
• Helps businesses ensure that employees act responsibly
• Protects businesses from lawsuits and ensures good workplace and public relations
• Acts as a public face for the business, identifying the ethics of the organisation to the outside world
• Is used as a reference for a business’ proposed course of action, or for when this course of action is questioned.

2. Value of a code of conduct

A code of conduct:

• Creates a cooperative and collaborative atmosphere
• Assists in promoting integrity in the workplace
• Creates agreed upon behaviours and methods of operation for the business
• Leads to improved company performance if linked to the aims and objectives of the company
• Promotes a good company culture as employees know what behaviour is expected of them
• Assists in the development of good communication between employer and employees
• States the company’s unique set of values and beliefs
• Can be used to create publicity and attract new customers.

3. Examples of codes of conduct

3.1 South African National Parks
The Board of SANParks is highly committed to a policy of fair dealing and integrity in the conduct of their business. Their commitment is based on the belief that all activities should be conducted honestly, fairly and legally. The primary purpose of the code is a positive one: to promote exemplary conduct.

3.2 Southern Africa Tourism Services Association (SATSA)
The SATSA Code of Conduct aims to ensure that the public receive the best possible service from members. The association wishes to maintain and enhance their reputation, standing and good name.

Questions

1. List six factors that contribute towards the professional image of a company? (12)
2. List five factors that contribute towards the professional image of staff? (10)
3. The Employment Act applies to all employers and workers, but excludes who? (8)
4. Which details are normally included in an employment contract? (10)
5. The Basic Conditions of Employment Act stipulates that workers should not work more than how many hours per week?  (2)
6. The Basic Conditions of Employment Act stipulates that workers should be paid what rate for overtime? (2)
7. Explain what the phrase code of conduct means?  (4)
8. Give two examples of organisations in South Africa that have  codes of conduct?  (4)

Answers

Term 1

Topic 1

1. A global event is an organised event involving people from countries from around the world.
   There are many different types of global events and they can attract a lot of media attention.(4)
2. The Olympic Games is the largest sporting event in the world, the FIFA Soccer World Cup is the second largest sporting event in the world, the Tour de France cycling event is the third largest sporting event in the world and is held mainly in France. (4)
3. The word indaba is an isiZulu word meaning ‘a meeting of elders’ but is used as a general term for meetings, exhibitions, and conferences. The Tourism Indaba is South Africa’s tourism showcase. It is the largest incoming travel trade exhibition in Africa and is held annually.(6)
4. Generation of foreign exchange income, investment, the multiplier effect as money spent by a tourist circulates through the economy, development of infrastructure in the host country, job creation, future growth in international tourism.  (12)
5. Facilities built for the event, may not be suitable for domestic use after the event, during the event, domestic tourism in the host country normally slows down, pollution of areas in and around the places used during the event, possible security risks, it might take a long time for the country to pay off this debt, construction workers involved in building roads and other facilities in preparation for the event could lose their jobs once the construction work is completed. (12)
6. Civil war, terrorism, general unrest. (6)
7. Natural disasters, diseases, Tsunamis, earthquakes, Global recession, accidents. (2)
8. Travellers who have already booked will may cancel their trips. Tourists who haven’t yet booked trips to affected areas delay their bookings,  or may go elsewhere. Tour operators avoid booking trips to affected countries. Airlines suspend their flights to affected areas. (8)
9. Malaria, yellow fever, bird flu, swine flu.   (4)
10. A tsunami is a series of very large ocean waves caused by an underwater earthquake or volcanic eruption which damage infrastructure, buildings, attractions, ports, coastlines and beaches.(4)

Topic 2

1. Packaged tour, Escorted packaged tour, Group packaged tour, Independent packaged tour, Scheduled tours.  (10)
2. A tourist profile is a summary of personal information and facts relevant to the tourist’s wants and expectations. The tourist profile helps the travel agent plan a tour and make sure that the needs of the tourist are met.   (4)
3. A valid passport, a valid visa, sufficient funds to cover their stay in the country, a return ticket, or onward ticket to another country, international law requires travellers crossing the borders of countries where yellow fever is endemic, to have a yellow fever vaccination. (10)
4. An identity number, two passport photographs, fingerprints must be taken if aged 16 years or older, a fee dependent on the type of passport applied for. (8)
5. DST is a way of making better use of daylight by setting the clock ahead during summer months (thus losing one hour) when DST starts, and setting it back again one hour in the winter months (thus gaining one hour) when DST ends.  (4)
6. The phrase time zone refers to any of the 24 longitudinal divisions of the earth's surface in which a standard time is kept, the primary division being that bisected by the Greenwich meridian. Each zone is 15° of longitude in width, with local variations, and observes a clock time one hour earlier than the zone immediately to the east. (4)
7. Jet lag is a general feeling of fatigue and disorientation often experienced by travellers by jet aircraft who cross several time zones in relatively few hours.  (4)
8. They do not drink alcoholic beverages the day before their flight, during the flight, or the day after the flight, They do not drink caffeinated beverages before, during, or just after a flight, They drink plenty of water to offset the effects of the dry air in the plane, They do not eat too much on the plane, They exercise their legs from time to time while they are seated for their flight, They get up and walk around every hour or two, They do not take sleeping pills, They do not nap for more than an hour at a time, They break up long-haul trips across many time zones, if feasible, with a stay in a city about halfway to their destination, They wear comfortable clothes and shoes, They make use of sleeping aids. (8)
9. Earth is divided into the Northern and Southern Hemispheres by the equator, and the Eastern and Western Hemispheres by the Greenwich Meridian.(4)
10. Step 1: Locate the place for which you already know the time and day on a time zone map.
    Step 2: Locate the place for which you wish to know the time and the day of the week on a time zone map.
    Step 3: Count the time zones between the two places
    Step 4: Calculate the time by either adding or subtracting an hour for each time zone, depending on whether you are moving east or west.
    Step 5: If you have crossed the International Date Line, identify the day. (10) 

Term 2

Topic 1

1. Tourist attractions are places that tourists like to visit, such as national parks and heritage sites. An icon is a tourist attraction that is world famous and comes to represent or be symbolic of the country or city in which it is located.  (4)
2. Icons are unique and tourists find them fascinating because they are the only one of their kind in the world.  (2)
3. Robben Island and Nelson Mandela.   (2)
4. (Students can list any ten of the following below)
   Australia: Sydney Opera House, Ayers Rock/Uluru-Kata Tjuta National Park.
   Brazil: The Statue of Christ the Redeemer
   Canada: Niagara Falls
   Italy: The Colosseum, The Leaning Tower of Pisa, Venice, Vatican City
   Egypt: The Great Pyramids of Giza, The Sphinx
   Germany: Berlin Wall and the Brandenburg Gate, The Black Forest
   China: The Great Wall of China
   Israel: The Dome of the Rock, The Wailing Wall
   Greece: The Parthenon
   India: The Taj Mahal
   Turkey: The Blue Mosque
   France: The Eiffel Tower, The French Riviera
   Japan: Mount Fuji
   Mexico: Chichén Itzá (Yucatan)
   Jordan: Petra
   Nepal: Mount Everest
   Saudi Arabia: Mecca
   Switzerland: The Swiss Alps
   Netherlands: Mill Network at Kinderdijk, Elshout
   Peru: Machu Picchu (Cuzcu)
   Poland: Auschwitz Concentration Camp
   Portugal: The Algarve
   Spain: Alcazar of Segovia, Bullfights
   Thailand: Floating markets
   Russia: The Kremlin, Red Square
   United Kingdom: Big Ben, Buckingham Palace, Tower of London, London Bridge
   United States of America: The Statue of Liberty, The Grand Canyon.  (20)
5. Actual number of visitors exceeds the target number of visitors, repeat visits, income generated exceeds target figures, positive impact on local community and environment.  (8)
6. Is an effect in economics in which an increase in spending produces an increase in national/regional income and consumption greater than the initial increase. (4)
7. Good induction programmes and continuous training.(4)
8. Transport to the attraction, Transport at the attraction, Parking, Accommodation, Toilet facilities, Information, Support facilities and services.  (14)
9. Yes. (2)
10. Marketing, Income and financial management, Human resources, visitor management, Operation management.  (10)

Topic 2

1. The phrase foreign exchange refers to the exchange of one currency for another, or the conversion of one currency into another currency. Foreign exchange also refers to the global market where currencies are traded virtually around-the-clock. The term foreign exchange is usually abbreviated as "forex".   (4)
2. The GDP is a measure of a given country’s national income. GDP is a measure of all the goods and services produced domestically, usually in a period of one calendar year. The components included are consumer spending, investment made by industry, value of exports minus value of imports, and government spending. (4)
3. Strong currency, also known as a hard currency, refers to a currency when it is worth more relative to other currencies. A weak currency, also known as a soft currency, is a currency with value that has depreciated significantly over time against other currencies and will fluctuate erratically or depreciate against other currencies. (4)
4. (Any three of the following below)
   • A weak currency is good for nations that have more exports than imports because their exports will become cheaper for foreign buyers.
   • A weak currency will stimulate manufacturing and export to areas with stronger currency.
   • There will be an increase in manufacturing and job creation if the demand for exports increases.
   • More foreign tourists will be able to afford to visit countries with weak currencies as it will increase their purchasing power.
   • Imports become more expensive for the countries with weak currencies.
   • Higher prices of foreign products increase the cost of living in countries with weak currencies.
   • Purchasing power weakens for people in countries with weak currencies.
   • A weak currency has a negative effect for people planning to travel to areas with a strong currency. (6)
5. Inflation, Interest rates, Trade balance, Terms of trade, Government debt,  Political and economic instability, Employment outlook of a country. (14)
6. It makes international travel for South Africans more expensive, It makes travelling in South Africa cheaper for foreign tourists.(4)
7. The bank buying rate, The bank selling rate.(4)
8. Step 1: Identify the exchange rate of the currency you need and find the ISO code. For example, the currency code of the rand is ZAR, while that of the US Dollar is USD.
   Step 2: Look up the exchange rate for your two currencies.
   Step 3: Calculate the exchange rate by looking at a currency pair (two currencies). The first currency in the pair, known as the base currency, is the transaction currency and the second currency is the payment currency. (6)
9. (Any of the three below)
   • Imports become cheaper for the countries with strong currencies.
   • Imported products and services, especially fuel, become more affordable.
   • Exports become more expensive. Countries with strong currencies will export less as the demand will decrease.
   • Domestic manufacturing will decrease as there is less demand from both the domestic and foreign markets.
   • Fewer foreign tourists will be able to afford to visit countries with strong currencies as it will decrease their purchasing power.
   • Purchasing power strengthens for people in countries with strong currencies.
   • A strong currency has a positive effect for people planning to travel to areas with a weak currency.  (6)
10. Every time there is an injection of new demand into the circular flow there is likely to be a multiplier effect. This is because an injection of extra income leads to more spending, which creates more income, and so on. The multiplier effect refers to the increase in final income arising from any new injection of spending. (4)

Term 3

Topic 1

1. Electronic fund transfer   (2)
2. It is safe and secure, It is efficient and fast, It is less expensive than paper cheque payments and collections, Money can be transferred throughout the world. (8)
3. Telegraphic transfers  are a method of electronic funds transfer from one person or institution to another. A wire transfer can be made from one bank account to another bank account or through a transfer of cash at a cash office. Wire transfer systems are intended to provide more individualized transactions than bulk payment systems.  (4)
4. (One of the two listed below)
   If you are stuck overseas without cash, someone at home can send you money electronically within a day OR You do not need Internet banking as the banks send the information directly to each other. (2)
5. They can save time, No need to stand in long queues to pay a bill, People can log into their accounts at any time to get an up-to-date statement of their transactions, Low transaction costs/fees. (8)
6. No internet access can cause late payments, There is no direct contact with the business from which a product or service is purchased, Computer crimes may result in money being stolen, Criminals record a user’s keystrokes and then use this information to illegally access accounts. (8)
7. A card issued by a financial company giving the holder an option to borrow funds, usually at point of sale. Credit cards charge interest and are primarily used for short-term financing. Interest usually begins one month after a purchase is made and borrowing limits are pre-set according to the individual's credit rating.  (4)
8. Cards can be used to buy expensive items as the debt can be paid off over time, They avoid having to carry large amounts of cash, Most businesses accept credit cards as a form of payment.(6)
9. Foreign market share is the portion of the inbound tourism market that a specific country controls and includes both the number of tourists and the amount they spend. (4)
10. Land markets and air markets.(4)

Topic 2

1. Increase in annual volume of foreign arrivals to South Africa and increase in international awareness of South Africa as a travel destination. (4)
2. Marketing South Africa as a destination, both domestically and internationally.  (2)
3. Participation in major travel shows both locally and internationally, Advertising, public relations and direct mailing campaigns, Holding educational work sessions with the international partners of South Africa’s travel industry.   (6)
4. Core markets, investment markets, tactical markets, watch-list markets, markets of strategic importance and strategic air link or hub markets.  (14)
5. ITB (Berlin) and the World Travel Market (London)  (4)
6. Tourism Indaba and the Getaway Show.  (4)
7. SAT needs a great deal of funding because international marketing is expensive. Tourism Marketing Levy South Africa (TOMSA) was set up in 1998 to raise additional funds for the marketing of destination South Africa. It is a private sector initiative. South African Tourism (SAT) makes use of these funds to promote the country as a preferred tourist destination, both locally and internationally.
   The TOMSA levy is 1% of each confirmed booking. The collection of the TOMSA levy by tourism businesses is voluntary. The amounts paid are not the same as paying a tax to the business. The tourist pays the levies and the business just acts as a collector of the levies. These levies are paid to the Tourism Business Council of South Africa (TBCSA), which administrates TOMSA. (8)

Topic 3

1. The phrase bottom line refers to the bottom line of a financial statement, called the income statement. This line shows how much profit a company has made in a particular period.(4)
2. As international tourism continues to grow, governments have realised that tourism has more than just an economic impact on a country. Tourism also has social (people) and environmental (planet) impacts. These two aspects are added to the economic (profit) aspect to form the triple bottom line approach. If profit was the only objective, human and natural resources could be exploited so  balanced approach is required.  (4)
3. Turning of unused appliances and fixing leaking taps.   (4)
4. Reduce, re-use and re-cycle.  (6)
5. Environmentally friendly building is the construction and design of new buildings, such as hotels, which are designed to have the minimal negative impact on the environment both during building and once operational.   (4)
6. (Any three below)
   Creating awareness of sustainable tourism issues, Researching better ways of implementing and planning sustainable tourism, Advocacy of sustainable tourism issues to tourism authorities, Building capacity through training, facilitating a tourism Fair Trade certification programme, the first of its kind in the world.   (6)
7. Corporate social investment is how companies help their communities. They set aside money, time or expertise for local nonprofit organizations to use to provide solutions for significant social problems.   (4)

Topic 4

1. Heritage is the legacy preserved by past generations for future generations. In order to be given World Heritage status, sites must have outstanding natural, cultural or historical value and meet at least one of UNESCO’s ten selection criteria. A country can apply to the UNESCO World Heritage
   Committee for a site to be proclaimed a World Heritage Site. A place that is declared a World Heritage Site is proclaimed by the Minister of Environmental Affairs and Tourism by notice in the Government Gazette and thereafter included in the World Heritage List. An example is Robben Island. (8)
2. UNESCO is responsible for the protection and development of heritage.  (2)
3. Cultural: sites accorded the status on the basis of their tangible and intangible cultural heritage Natural: sites accorded status on the basis of their natural heritage
   Mixed:  sites accorded status on the basis of both cultural and natural heritage.(6)
4. Mapungubwe Cultural Landscape, Cradle of Humankind, Richtersveld Cultural and Botanical Landscape, Robben Island, iSimangaliso (Greater St Lucia) Wetland Park, Vredefort Dome, uKhahlamba/Drakensberg Park, Cape Floral Region. (16)

Topic 5

1. Customer feedback  is information coming directly from customers about the satisfaction or dissatisfaction they feel with a product or a service. Customer comments and complaints given to a company are an important resource for improving and addressing the needs and wants of the customer. The information is procured through written or oral surveys, online forms, emails, letters, or phone calls from the customer to the company. (4)
2. Innovation, External performance feedback, Retaining customers, Advance warning in customer trends.  (8)
3. Surveys, Questionnaires, Feedback cards, Follow-up calls, SMS messages on cell phones, Web-based responses.  (12)
4. Study the feedback, Identify most common complaints, Decide on an action plan, Start the intervention process. (8)
5. Increased sales, Customer loyalty, Enhanced public image, More effective employees, Motivated staff members, Reduced marketing costs.(12)

Term 4

Topic 1

1. Company image, Company staff, Physical appearance and product packaging, Company customer policies, Marketing material, Company environmental policies.(12)
2. Uniforms, Appropriate dress code, Good personal hygiene and grooming, Interaction with customers, Good communication skills.  (10)
3. The National Defence Force, The National Intelligence Agency, The South African Secret Service, Unpaid volunteers working for charity. (8)
4. Employer and employee details, Employment details, Payment details, Leave details, Notice/contract period. (10)
5. Workers are not allowed to work more than 45 hours a week or nine hours a day. (2)
6. Overtime must be paid at 1,5 times the normal wage.  (2)
7. A code of conduct is a set of rules outlining the responsibilities of or proper practices for an individual, party or business. The code of conduct thus takes the aims and objectives of the organisation into account. The code of conduct contains procedures to follow in certain situations and requires certain behaviours.(4)
8. South African National Parks and the Southern Africa Tourism Services Association (SATSA). (4)

English Home Language: Poetry

QUESTION 2: POETRY – CONTEXTUAL QUESTION

Read the poem below and then answer the questions that follow.
REMEMBER – Christina Rossetti

1. Remember me when I am gone away,
2. Gone far away into the silent land;
3. When you can no more hold me by the hand,
4. Nor I half turn to go yet turning stay.
5. Remember me when no more day by day
6. You tell me of our future that you plann'd:
7. Only remember me; you understand
8. It will be late to counsel then or pray.
9. Yet if you should forget me for a while
10. And afterwards remember, do not grieve:
11. For if the darkness and corruption leave
12. A vestige of the thoughts that once I had,
13. Better by far you should forget and smile
14. Than that you should remember and be sad.

2.1 Account for the repetition of the word, 'remember' throughout the poem. (2)
2.2 Refer to lines 5–8: 'Remember me when … then or pray.'
Explain what these lines suggest about the speaker's relationship with her loved one. (2)
2.3 Comment on the significance of the reference to 'the darkness and corruption' (line 11) in the context of the poem. (3)
2.4 Refer to lines 13–14: 'Better by far … and be sad.'
Critically comment on how the speaker's tone in these lines reinforces the central idea of the poem. (3) [10]

QUESTION 2: POETRY – CONTEXTUAL QUESTION
'REMEMBER' – Christina Rossetti
2.1 The repetition highlights the speaker's desire to be remembered after her death as she fears being forgotten. Initially, she wants to be in her loved one’s memory constantly. Later, she wants to be remembered only if it does not cause her loved one pain.
Candidates might refer to the repetition as reflecting the imperative tone to create a forceful and urgent appeal. They might also comment on how the repetition emphasises the depth of love the speaker feels for her loved one.
[Award 2 marks for any two relevant and distinct points.] (2)

2.2 The lines suggest a close, intimate relationship where plans are made for a shared future. The lines also allude to the active role the loved one plays in the plans; this possibly suggests his significant role in the relationship. The speaker's reminder to her loved one that a time will come when he will not be able to 'counsel' or 'pray' for her suggests that he offers her guidance, support, advice and comfort.
[Award 2 marks for any two relevant and distinct points.] (2)

2.3 Darkness suggests death and the unknown. It conveys her fear of death and a sense of foreboding of the desolation/despair that her passing might bring. The word, 'corruption' refers to the dreadful physical effects of illness which may alter the body; it also refers to the decay of the body after death. The speaker is concerned that witnessing the harsh physical manifestations of the illness will leave a sad memory of what she used to be. This might lead to a distorted image of her that would bring pain to her loved one. It is for this reason that she would rather he forget her.
[Award 3 marks only if ‘darkness’ and ‘corruption’ are discussed.] (3)

2.4 A reconciliatory, consoling and comforting tone is used. The speaker is at peace with her impending death and separation from the physical world. The two contrasting ideas, 'forget and smile' and 'remember and be sad', help to reinforce the tone of acceptance. The speaker wants her lover to be happy and continue to live a fulfilled life and not be melancholic when he remembers her.
[Award 3 marks only if the tone and central idea are fully discussed.] (3) [10]

QUESTION 2: POETRY – CONTEXTUAL QUESTION

Read the poem below and then answer the questions that follow.
REMEMBER – Christina Rossetti

1. Remember me when I am gone away,
2. Gone far away into the silent land;
3. When you can no more hold me by the hand,
4. Nor I half turn to go yet turning stay.
5. Remember me when no more day by day
6. You tell me of our future that you plann'd:
7. Only remember me; you understand
8. It will be late to counsel then or pray.
9. Yet if you should forget me for a while
10. And afterwards remember, do not grieve:
11. For if the darkness and corruption leave
12. A vestige of the thoughts that once I had,
13. Better by far you should forget and smile
14. Than that you should remember and be sad. 

2.1 Refer to lines 1–2: 'gone away,/Gone far away'. How do these words set the initial mood of the poem? (2)
2.2 Explain what the use of the phrase, 'the silent land' (line 2) conveys about the speaker's state of mind. (2)
2.3 Refer to line 4: 'Nor I half turn to go yet turning stay.' Discuss the significance of this description in the context of the poem. (3)
2.4 The speaker of this poem is self-centred. Do you agree with this statement? Justify your response by referring to imagery and/or diction. (3) [10]

QUESTION 2: POETRY – CONTEXTUAL QUESTION
'REMEMBER' – Christina Rossetti
2.1 The speaker’s impending death, anticipated by these words, creates a melancholic/sombre/sad/sorrowful mood./This mood creates a sense of loss and finality.
Candidates might refer to the repetition and use of long vowel sounds that create a sad mood.
[Award 2 marks only if mood is discussed.] (2)

2.2 'the silent land' is used euphemistically for death/the afterlife. She might be fearful/apprehensive of the unknown and the isolation she might experience./She might be fearful of being alone and forgotten. The speaker might also see death as mysterious and eerie. Alternatively, she might see it as a peaceful escape from her pain.
[Award 2 marks for two relevant and distinct points.] (2)

2.3 This image signifies the speaker's suspended state/state of limbo. She knows that she is going to die yet tries to prolong her life for as long as possible. For her, death is merely a 'half turn' away. However, her innate strength/determination enables her to turn toward life in order to remain with her beloved for as long as she can.
[Award 3 marks for two ideas well discussed OR three ideas.] (3)

2.4 [Candidates should recognise that a mixed response is the most appropriate response as the speaker's feelings undergo a change in the course of the poem.]
The speaker's concern with self is evident when she commands her beloved to remember her after she dies ('Remember me when I am gone away'). She implores him to remember her when he can no longer discuss their planned future together ('Remember me ... you planned'). The use of the ‘I’ pronoun indicates her self-absorption.
However, in the sestet, her focus shifts from her selfish need to be remembered to a concern for her beloved's happiness ('Better by far ... be sad'). The use of ‘you’ and the transitional ‘Yet’ reflects this change in attitude.
[A cogent 'Agree' or 'Disagree' response is unlikely; however, treat all responses on their merits.]
[Award 3 marks only if reference is made to imagery and/or diction.] (3) [10]

SECTION A: POETRY
PRESCRIBED POETRY
Answer any TWO of the following questions.
QUESTION 1: POETRY – ESSAY QUESTION
Read the poem below and then answer the question that follows.
FIRST DAY AFTER THE WAR – Mazisi Kunene

1. We heard the songs of a wedding party.
2. We saw a soft light
3. Coiling round the young blades of grass
4. At first we hesitated, then we saw her footprints,
5. Her face emerged, then her eyes of freedom!
6. She woke us up with a smile saying,
7. 'What day is this that comes suddenly?'
8. We said, 'It is the first day after the war'.
9. Then without waiting we ran to the open space
10. Ululating to the mountains and the pathways
11. Calling people from all the circles of the earth.
12. We shook up the old man demanding a festival
13. We asked for all the first fruits of the season.
14. We held hands with a stranger
15. We shouted across the waterfalls
16. People came from all lands
17. It was the first day of peace.
18. We saw our Ancestors travelling tall on the horizon. 

In 'First Day after the War', the speaker focuses on the celebration of new beginnings.
With close reference to diction, imagery and tone, critically discuss the validity of this statement.
Your response should take the form of a well-constructed essay of 250–300 words (about ONE page). [10]

SECTION A: POETRY
PRESCRIBED POETRY
QUESTION 1: POETRY – ESSAY QUESTION
'FIRST DAY AFTER THE WAR' – Mazisi Kunene

• Use the following points, among others, as a guideline to marking this question. Responses might differ, depending on the candidate's sensitivity to and understanding of the poem.
• Refer to page 24 for the rubric to assess this question.

The poem is a celebration of the end of apartheid and of new beginnings.

• The poem deals with excitement and the desire to tell people about the dawn of a new era, which suggests a fresh start and is a symbol of hope and change.
• The wedding metaphor symbolises celebration. It is the beginning of a new life and a time of peace and harmony. The reference to the 'songs' at the 'wedding party' conveys joyous celebration.
• The allusion to freedom illustrates the lifting of the restrictions and oppression of the apartheid era. This is cause for jubilation.
• 'Then without waiting we ran to the open space' conveys the people's excitement. Their joy is spontaneous, unrestrained and boundless. They erupt in celebration.
• The word, 'suddenly' suggests that the ending of oppression and subsequent unification are unexpected pleasures to be celebrated.
• The end of the war, together with the eradication of suffering, is met with great festivity and jubilation.
• Words like 'calling', 'shook', 'demanding' and 'shouted' are forceful. They convey the people's enthusiasm and determination to enjoy the occasion. They are unable to contain their joy, which is expressed in wild actions.
• The use of the onomatopoeic word, 'ululating' conveys the sound of the people's spontaneity and expression of ecstasy and elation. The word is associated with traditional forms of African celebration.
• The repetition of 'we' emphasises the coming together of people who were previously divided. This is reinforced by their holding hands – a gesture of intimacy and comfort. There is a sense of harmony, ubuntu and accord. A common humanity is celebrated.
• Because of the celebratory mood, people demand the 'first fruits of the season'. The occasion is so great that only the best will do. It is also an expression of gratitude for blessings bestowed.
• The announcement of the advent of democracy is shared with all. The spirit is so infectious that people 'came from all the lands' to join the unification.
  • Even the ancestors join the celebration. They are proud and 'travelling tall'.
• The tone initially is one of disbelief that oppression has come to an end, then restrained joy, followed by ecstatic celebration, jubilance and pride. The tone might also be celebratory/enthusiastic/excited.
  [A cogent ‘Invalid’ response is unlikely. However, treat all responses on their merits.]
  [Credit valid alternative responses.]                       [10]

SECTION A: POETRY
PRESCRIBED POETRY
Answer any TWO of the following questions.
QUESTION 1: POETRY – ESSAY QUESTION
Read the poem below and then answer the question that follows.
THE ZULU GIRL – Roy Campbell

1. When in the sun the hot red acres smoulder,
2. Down where the sweating gang its labour plies,
3. A girl flings down her hoe, and from her shoulder
4. Unslings her child tormented by the flies.
5. She takes him to a ring of shadow pooled
6. By thorn-trees: purpled with the blood of ticks,
7. While her sharp nails, in slow caresses ruled,
8. Prowl through his hair with sharp electric clicks.
9. His sleepy mouth plugged by the heavy nipple,
10. Tugs like a puppy, grunting as he feeds:
11. Through his frail nerves her own deep languors ripple
12. Like a broad river sighing through its reeds.
13. Yet in that drowsy stream his flesh imbibes
14. An old unquenched unsmotherable heat –
15. The curbed ferocity of beaten tribes,
16. The sullen dignity of their defeat.
17. Her body looms above him like a hill
18. Within whose shade a village lies at rest,
19. Or the first cloud so terrible and still
20. That bears the coming harvest in its breast. 

With close reference to the diction, imagery and tone used in this poem, discuss how the speaker explores issues of endurance and hope for the future.
Your response should take the form of a well-constructed essay of 250–300 words (about ONE page). [10]

SECTION A: POETRY
PRESCRIBED POETRY
QUESTION 1: POETRY – ESSAY QUESTION
'THE ZULU GIRL'– Roy Campbell

• Use the following, among other points, as a guide to marking this question. Responses might differ, depending on the candidate's sensitivity to and understanding of the poem.
• Refer to page 23 for the rubric to assess this question. 

Despite the oppression and hardship experienced by the tribe, there is a sense of optimism for a better life in the future.

• The image, 'the hot red acres smoulder' indicates the harsh conditions under which the workers labour. The sun is so intense that the landscape appears ready to burst into flames. The reference to the' gang' suggests that its members have no identity/individuality and work under compulsion. 'Sweating' further communicates their discomfort and the intensity of the heat.
• 'Flings' describes the frustration/exasperation experienced by the girl as well as her defiance of the system under which she labours.
• Her child's being 'tormented by flies' reinforces the impression of unhygienic and unbearable working conditions.
• In stanza 2, the harshness of the environment is intensified: there is little shade offered by the thorn-trees; the area is smeared with the blood of ticks –'ring of shadow … ticks'. The girl searches the child's hair for ticks, emphasising the unpleasant conditions under which she lives.
• The intimate bond between mother and child allows the latter to imbibe not only nourishment but also her thoughts and feelings. While he 'grunts' in satisfaction, the mother's emotions 'ripple' through his 'frail nerves'. Her 'languors …sighing' might imply her partial acceptance of her current state.
• The mother is proud of the heritage which she imparts to her son - 'old unquenched unsmotherable heat'. Although her tribe has been 'curbed' and beaten, they retain their 'dignity'. They are a fierce warrior nation that will not be quelled.
• The comparison of the mother to a hill suggests her shielding and protecting her child and, by implication, her tribe. 'The first cloud...in its breast' foreshadows the uprising of the people against their oppressors. The girl and her son represent the potential of her nation to liberate itself.
• 'The coming harvest' indicates the ultimate victory of the people when they reap the fruit of their uprising and overthrow their oppressors.
• Initially, the tone is sympathetic to the plight of the girl. It changes to awe at the immense strength and endurance of a downtrodden nation. There is a tone of optimism for a better future. [10]

QUESTION 3: POETRY – CONTEXTUAL QUESTION
Read the poem below and then answer the questions that follow.
THE ZULU GIRL – Roy Campbell

1. When in the sun the hot red acres smoulder,
2. Down where the sweating gang its labour plies,
3. A girl flings down her hoe, and from her shoulder
4. Unslings her child tormented by the flies.
5. She takes him to a ring of shadow pooled
6. By thorn-trees: purpled with the blood of ticks,
7. While her sharp nails, in slow caresses ruled,
8. Prowl through his hair with sharp electric clicks.
9. His sleepy mouth plugged by the heavy nipple,
10. Tugs like a puppy, grunting as he feeds:
11. Through his frail nerves her own deep languors ripple
12. Like a broad river sighing through its reeds.
13. Yet in that drowsy stream his flesh imbibes
14. An old unquenched unsmotherable heat –
15. The curbed ferocity of beaten tribes,
16. The sullen dignity of their defeat.
17. Her body looms above him like a hill
18. Within whose shade a village lies at rest,
19. Or the first cloud so terrible and still
20. That bears the coming harvest in its breast. 

3.1 Refer to line 1: 'When in the sun the hot red acres smoulder'. How does this line set the initial mood of the poem? (2)
3.2 Explain what the word, 'flings' (line 3) suggests about the girl's state of mind. (2)
3.3 Refer to line 11: 'Through his frail nerves her own deep languors ripple'. Discuss the significance of this description in the context of the poem. (3)
3.4 The concluding stanza offers visions of the future. Do you agree with this statement? Justify your response by referring to imagery and/or diction. (3) [10]

QUESTION 3: POETRY – CONTEXTUAL QUESTION
'THE ZULU GIRL' – Roy Campbell
3.1 The mood is oppressive/unforgiving/foreboding/unbearable/stifling because of the extreme heat and discomfort experienced by the girl and the labourers.
[Award 2 marks only if mood is discussed.] (2)

3.2 The girl is part of a gang of labourers working under extreme conditions, and this action can be viewed as exasperated and an act of defiance against authority. The girl is exhausted by her physical activity and her exhaustion is compounded by having to carry her child while she works.
[Award 2 marks for two relevant and distinct points.] (2)

3.3 The act of breast feeding not only provides nourishment for the child but also transmits to him the mother's feelings and attitude. The word, 'languors' suggests that the mother is weary and despairing of the situation in which she finds herself. It might suggest that the mother transmits her strength to the child so that one day he will free his people from oppression.
Alternatively, it might be suggested that there is a sense of calmness/tenderness, at least for the present. Her innermost emotions are conveyed during this time of intimacy.
[Award 3 marks for two ideas well discussed OR three distinct ideas.] (3)

3.4 YES.
The mother represents the two visions the oppressed people of South Africa have. As the 'hill', she 'looms' over them, protecting her people who are 'a village ... at rest', implying that they will remain quietly accepting of their position. Alternatively, she is 'the cloud', bringing a 'terrible' storm which will result in a 'coming harvest'. This implies the rising up of the people against their oppressors.
OR
NO.
[A 'No' response is unlikely. However, treat all responses on their merits.]
[Award 3 marks only if reference is made to imagery and/or diction.] (3) [10]

QUESTION 7: POETRY – CONTEXTUAL QUESTION
Read the poem below and then answer the questions that follow.
FUNERAL BLUES – WH Auden

1. Stop all the clocks, cut off the telephone,
2. Prevent the dog from barking with a juicy bone,
3. Silence the pianos and with muffled drum
4. Bring out the coffin, let the mourners come.
5. Let aeroplanes circle moaning overhead
6. Scribbling on the sky the message He Is Dead,
7. Put crêpe bows round the white necks of the public doves,
8. Let the traffic policemen wear black cotton gloves.
9. He was my North, my South, my East and West,
10. My working week and my Sunday rest,
11. My noon, my midnight, my talk, my song;
12. I thought that love would last forever: I was wrong.
13. The stars are not wanted now; put out every one;
14. Pack up the moon and dismantle the sun;
15. Pour away the ocean and sweep up the wood;
16. For nothing now can ever come to any good.

7.1 Account for the speaker's desire to 'Stop all the clocks' (line 1). (2)
7.2 Suggest a reason for the use of capital letters in 'He Is Dead' (line 6). (2)
7.3 Refer to line 9: 'He was my North, my South, my East and West'. Discuss the effectiveness of this image in the context of the poem. (3)
7.4 Critically comment on how the images in the final stanza convey the speaker's attitude toward the death of his loved one. (3) [10]

QUESTION 7: POETRY – CONTEXTUAL QUESTION
'FUNERAL BLUES' – WH Auden
7.1 The clocks indicate normality and the passing of time. By stopping the clocks, he wants other people's normality to cease so that they can relate to his situation. The death of his loved one is so momentous that he feels the world cannot continue.
It was tradition to stop the clocks from ticking when someone in the house had died. The speaker wants the world to acknowledge the death of his loved one.
[Award 2 marks for any one idea well discussed OR any two relevant and distinct points.] (2)

7.2 The capital letters indicate the importance of the loved one in the speaker's life and emphasise the intensity of the grief he is experiencing./It creates the impression that the person who has died is a person of significance within society and thus deserving of outpourings of public grief./Capital letters draw the reader's attention to the stark finality of death.
[Award 2 marks for any one idea well discussed OR any two relevant and distinct points.] (2)

7.3 The deceased was like the points on a compass to the speaker. He provided him with guidance and played a significant role in the speaker's life. The image is effective because, like a compass, the deceased was dependable and one on whom the speaker could always rely. Now that he is dead, the speaker feels lost and without direction. The four compass points emphasise that the deceased was an important part of every aspect of the speaker's life.
[Award 3 marks for any two ideas well discussed OR three ideas.] (3)

7.4 The speaker is devastated/distraught/despondent because he sees no future. He wants the entire universe to come to an end. All sources of light need to be extinguished because to him, everything is now dark and depressing. He wants all of nature to disappear as it is now inconsequential to him. The hyperbolic statements emphasise the intensity of his pain at the death of his loved one.
[Award 3 marks for any two ideas well discussed OR three ideas.] (3) [10]

QUESTION 8: POETRY – CONTEXTUAL QUESTION
Read the poem below and then answer the questions that follow.
MOTHO KE MOTHO KA BATHO BABANG – Jeremy Cronin
(A Person is a Person Because of Other People)

1. By holding my mirror out of the window I see
2. Clear to the end of the passage.
3. There's a person down there.
4. A prisoner polishing a doorhandle.
5. In the mirror I see him see
6. My face in the mirror,
7. I see the fingertips of his free hand
8. Bunch together, as if to make
9. An object the size of a badge
10. Which travels up to his forehead
11. The place of an imaginary cap.
12. (This means: A warder.)
13. Two fingers are extended in a vee
14. And wiggle like two antennae.
15. (He's being watched.)
16. A finger of his free hand makes a watch-hand's arc
17. On the wrist of his polishing arm without
18. Disrupting the slow-slow rhythm of his work.
19. (Later. Maybe later we can speak.)
20. Hey! Wat maak jy daar?
21. – a voice from around the corner.
22. No. Just polishing baas.
23. He turns back to me, now watch
24. His free hand, the talkative one,
25. Slips quietly behind
26. – Strength brother, it says,
27. In my mirror,
28. A black fist. 

8.1 Explain the significance of the 'mirror' to the prisoners. (2)
8.2 Suggest a reason for the reference to 'person' (line 3) and then 'prisoner' (line 4). (2)
8.3 Refer to lines 13–14: 'Two fingers are … like two antennae.' Discuss the effectiveness of this image in the context of the poem. (3)
8.4 Refer to line 28: 'A black fist.' In your view, is this line an appropriate conclusion to the poem? Justify your response. (3) [10]
AND

QUESTION 8: POETRY – CONTEXTUAL QUESTION
'MOTHO KE MOTHO KA BATHO BABANG' – Jeremy Cronin
8.1 The mirror is used as a means of communication and allows the prisoners to bond with one another./The mirror is a reminder that there is no direct contact between the prisoners, and reinforces their isolation and deprivation.
[Award 2 marks for any one idea well discussed OR any two relevant and distinct points.] (2)

8.2 In 'person', the speaker acknowledges the humanity of the man before referring to his institutionalised state. However, in 'prisoner', the authorities merely view him as a criminal who has no worth. The prisoner is dehumanised by the authorities.
[Award 2 marks for two relevant and distinct points.] (2)

8.3 The 'antennae' are the two fingers used for communication. The description is effective because the wiggling fingers are like moving feelers. Just as insects move their antennae, using them as a sensory organ, the prisoner wiggles his fingers to show he is being watched.
Candidates might refer to the ‘antennae’ being compared to radio/TV antennae that are necessary for the reception of communication signals.
[Award 3 marks for any two ideas well discussed OR three ideas.] (3)

8.4 YES
The poem is about togetherness/ubuntu/solidarity/power in spite of the oppression caused by apartheid policies. The black fist is a symbol of freedom, human rights and solidarity. It is an appropriate conclusion to the poem because the prisoners have been incarcerated as a result of their political activity to champion human rights. The fist is a reminder that the people's human rights have been violated but the people will not give up the fight against oppression. The solidarity of the prisoners is conveyed by the fist.
[A cogent 'No' response is unlikely. However, treat all responses on their merits.]
[Award 3 marks for any two ideas well discussed OR three ideas.] (3) [10]

QUESTION 5: POETRY – ESSAY QUESTION
Read the poem below and then answer the question that follows.
A HARD FROST – Cecil Day Lewis

1. A frost came in the night and stole my world
2. And left this changeling for it – a precocious
3. Image of spring, too brilliant to be true:
4. White lilac on the windowpane, each grass-blade
5. Furred like a catkin, maydrift loading the hedge.
6. The elms behind the house are elms no longer
7. But blossomers in crystal, stems of the mist
8. That hangs yet in the valley below, amorphous
9. As the blind tissue whence creation formed.
10. The sun looks out, and the fields blaze with diamonds.
11. Mockery spring, to lend this bridal gear
12. For a few hours to a raw country maid,
13. Then leave her all disconsolate with old fairings
14. Of aconite and snowdrop! No, not here
15. Amid this flounce and filigree of death
16. Is the real transformation scene in progress
17. But deep below where frost
18. Worrying the stiff clods unclenches their
19. Grip on the seed and lets our future breathe. 

The poem describes how frost plays a role in the transformation of the landscape.
By close reference to DICTION, IMAGERY and TONE, critically discuss the validity of this statement.
Your response should take the form of a well-constructed essay of 250–300 words (about ONE page). [10]

QUESTION 5: POETRY – ESSAY QUESTION
'A HARD FROST' – Cecil Day Lewis

• Use the following, among other points, as a guide to marking this question. Responses might differ, depending on the candidate's sensitivity to and understanding of the poem.
• Refer to page 36 for the rubric to assess this question.

VALID
The speaker depicts a winter's morning that has been transformed into an image of spring by the harsh winter frost. Despite spring's early arrival being an illusion, the frost plays a powerful transformative role in nourishing new life below the surface of the ground.

• The appearance of the landscape is altered by the arrival of the frost. The word, 'changeling' suggests that a secret, magical exchange has apparently occurred overnight. 'Stole' conveys the speaker's surprise when he views the unexpected transformation.
• The patterns created by the frost are compared to spring flowers. This gives the false illusion that spring has arrived.
• The frost glistens like diamonds and crystal in the sun, but this brilliance will not last as the dreariness of the winter will soon return. This is simply a temporary transformation of the landscape. The reference to 'Mockery spring' reinforces the superficiality of the scene by suggesting the deceptiveness of the frost.
• The white frost coating the countryside is compared to a 'raw country maid' wearing a beautiful bridal outfit. The rural environment temporarily exhibits a beautiful, refined appearance, but once the frost has melted, the winter scene will once again be revealed. The superficiality ('bridal gear') will return to the reality of average looking ('old fairings').
• The current landscape is one of 'flounce' and 'filigree': it is overly ornamented. Once the frost melts, it will prove to have been unnatural and overdone/excessive. 
• While the surface appears fairylike, the real transformation is happening below the surface. Although the frost seems to have a frozen hold over the clods of earth, its grasp is slowly being released and the seeds of the true flowers will be set free. The personification effectively conveys the grip the frost has over the soil: it is like a clenched fist which is slowly opening.
• The frost has produced an image of the beauty of a spring morning. However, the beauty of 'the real transformation' is in progress 'deep below', not above the surface. The advent of spring is already underway, even though it is still winter. Once spring arrives, it will result in a ‘permanent’ transformation of the landscape.
• Initially, the speaker's tone is one of admiration and amazement because the scene he views is so surprising. However, his tone might be disapproving when he describes the temporary nature of the 'bridal gear' and the frost as mocking people with the illusion of spring's arrival. He condescendingly refers to the 'filigree' and 'flounce' of the scene.
• Finally, the speaker's tone reveals his awe of and respect for the power of nature and spring in the last three lines of the poem.
  [A cogent 'Invalid' response is unlikely. However, treat all responses on their merits.] [Accept valid alternative responses.] [10]

QUESTION 3: POETRY – CONTEXTUAL QUESTION
Read the poem below and then answer the questions that follow.
A HARD FROST – Cecil Day Lewis

1. A frost came in the night and stole my world
2. And left this changeling for it – a precocious
3. Image of spring, too brilliant to be true:
4. White lilac on the windowpane, each grass-blade
5. Furred like a catkin, maydrift loading the hedge.
6. The elms behind the house are elms no longer
7. But blossomers in crystal, stems of the mist
8. That hangs yet in the valley below, amorphous
9. As the blind tissue whence creation formed.
10. The sun looks out, and the fields blaze with diamonds.
11. Mockery spring, to lend this bridal gear
12. For a few hours to a raw country maid,
13. Then leave her all disconsolate with old fairings
14. Of aconite and snowdrop! No, not here
15. Amid this flounce and filigree of death
16. Is the real transformation scene in progress
17. But deep below where frost
18. Worrying the stiff clods unclenches their
19. Grip on the seed and lets our future breathe. 

3.1 Refer to line 1: 'A frost came in the night and stole my world'. What impression of the frost is created in this line? (2)
3.2 Refer to line 3: 'Image of spring, too brilliant to be true'. How do these words contribute to your understanding of the speaker's feelings? (2)
3.3 Refer to lines 11–14: 'Mockery spring …'/'aconite and snowdrop!' Discuss how the imagery in these lines conveys the speaker's tone. (3)
3.4 Refer to lines 17–19: 'But deep below …'/'our future breathe.' Comment on how these lines capture the central idea of the poem. (3) [10]

QUESTION 3: POETRY – CONTEXTUAL QUESTION
'A HARD FROST'– Cecil Day Lewis
3.1 The personification/comparison of the frost to a thief is disturbing: it suggests that the frost works silently and stealthily, taking that which does not belong to it.
[Award 2 marks for one idea well discussed.] (2)

3.2 While the speaker is delighted at the transformation of his world from the bleak harsh landscape of winter, he is equally pensive in that he knows that this transformation is temporary/effectively illusory.
[Award 2 marks for two relevant and distinct points.] (2)

3.3 The winter landscape is metaphorically compared to a plain/an unattractive country maid who is transformed on her wedding day by her bright and beautiful bridal outfit. Her beauty is short-lived since after her wedding she will return to her old self, as will the landscape after the frost has melted. The speaker's tone is of disappointment that this beauty is short-lived, and perhaps, he is disparaging of the frost's trickery.
[Award 3 marks only if tone is discussed.] (3)

3.4 The speaker looks forward to the new cycle of life as the frost nudges the earth to release the seeds that will sprout in Spring, which will signify an end to the hardships of winter. The transformation in nature might possibly be equated to transformation in the life of people who experience hardship but can still look forward to a future that has the potential for a better life.
[Award 3 marks for two ideas/interpretations well discussed.] (3) [10]

QUESTION 4: POETRY – CONTEXTUAL QUESTION
Read the poem below and then answer the questions that follow.
AN AFRICAN THUNDERSTORM – David Rubadiri

1. From the west
2. Clouds come hurrying with the wind
3. Turning
4. Sharply
5. Here and there
6. Like a plague of locusts
7. Whirling
8. Tossing up things on its tail
9. Like a madman chasing nothing.
   
   
10. Pregnant clouds
11. Ride stately on its back
12. Gathering to perch on hills
13. Like dark sinister wings;
14. The Wind whistles by
15. And trees bend to let it pass.
    
    
16. In the village
17. Screams of delighted children
18. Toss and turn
19. In the din of whirling wind,
20. Women –
21. Babies clinging on their backs –
22. Dart about
23. In and out
24. Madly
25. The Wind whistles by
26. Whilst trees bend to let it pass.
27. Clothes wave like tattered flags
28. Flying off
29. To expose dangling breasts
30. As jaggered blinding flashes
31. Rumble, tremble, and crack
32. Amidst the smell of fired smoke
33. and the pelting march of the storm.

4.1 Refer to line 9: 'Like a madman chasing nothing.' What impression of the wind is conveyed by this description? (2)
4.2 Suggest how the word, 'sinister' (line 13) contributes to the mood of the poem. (2)
4.3 Refer to lines 20–24: 'Women – /Babies clinging … In and out/Madly'. Discuss how these lines convey the attitude of the women towards the storm. (3)
4.4 Refer to lines 30–33: 'As jaggered blinding …'/'of the storm.' Comment on whether these lines are an appropriate conclusion to the poem. (3) [10]
AND

QUESTION 4: POETRY – CONTEXTUAL QUESTION
'AN AFRICAN THUNDERSTORM' – David Rubadiri
4.1 The impression is that the wind is unpredictable/out of control and dangerous, bringing with it chaos and disruption.
[Award 2 marks for one idea well discussed.] (2)
4.2 'Sinister' has connotations of something that is evil, frightening and destructive. The mood is oppressive, ominous and foreboding.
[Award 2 marks only if mood is discussed.] (2)
4.3 The women's panicked state and anxiety reflect their fearful attitude toward the storm. Their rushing about gathering their possessions and their children creates a sense of urgency. The children's having to cling to their mothers' backs intensifies the agitation of the mothers and their determination to protect their children. They dread the havoc that the storm might cause.
[Award 3 marks for two ideas well discussed OR three ideas.] (3)
4.4 The conclusion is appropriate because the title creates the expectation that the poem is about a thunderstorm. The poem's focus is on the build-up to the storm. By focusing on the elements of the wind and the clouds, the speaker gives them a significance and power of their own. They are the harbingers alerting people to the approach of the storm. The lightning flash and the rumbling thunder create tension as the reader anticipates the final eruption of the storm.
Candidates might see the thunderstorm as an extended metaphor for the destructive effects of colonialism. Credit such responses on their merits.
Candidates might suggest that the conclusion is not appropriate since the storm does not actually break, despite its build-up having been described throughout the poem. It ends anti-climactically.
[Award 3 marks for two ideas well discussed OR three ideas.] (3) [10]

QUESTION 4: POETRY – CONTEXTUAL QUESTION
Read the poem below and then answer the questions that follow.
AN AFRICAN ELEGY – Ben Okri

1. We are the miracles that God made
2. To taste the bitter fruit of Time.
3. We are precious.
4. And one day our suffering
5. Will turn into the wonders of the earth.
   
   
6. There are things that burn me now
7. Which turn golden when I am happy.
8. Do you see the mystery of our pain?
9. That we bear poverty
10. And are able to sing and dream sweet things
    
    
11. And that we never curse the air when it is warm
12. Or the fruit when it tastes so good
13. Or the lights that bounce gently on the waters?
14. We bless things even in our pain.
15. We bless them in silence.
    
    
16. That is why our music is so sweet.
17. It makes the air remember.
18. There are secret miracles at work
19. That only Time will bring forth.
20. I too have heard the dead singing.
    
    
21. And they tell me that
22. This life is good
23. They tell me to live it gently
24. With fire, and always with hope.
25. There is wonder here
    
    
26. And there is surprise
27. In everything the unseen moves.
28. The ocean is full of songs.
29. The sky is not an enemy.
30. Destiny is our friend. 

4.1 Refer to line 8: 'Do you see the mystery of our pain?' Suggest a reason for the inclusion of the rhetorical question. (2)
4.2 Refer to line 9: 'That we bear poverty'.
Explain what the word, 'bear' implies about the local people. (2)
4.3 Refer to lines 16–17: 'That is why … the air remember.' Comment on the significance of the music's being 'so sweet' that it 'makes the air remember'. (3)
4.4 Refer to the final stanza. Critically comment on how the speaker's tone conveys the central idea of the poem. (3) [10]
AND

QUESTION 4: POETRY – CONTEXTUAL QUESTION
'AN AFRICAN ELEGY' – Ben Okri
4.1 The rhetorical question emphasises the inexplicable nature of the people's reaction to their suffering. The mystery lies in their ability to 'sing and dream sweet things' despite their hardship. The speaker is puzzled by their magnanimous reaction.
Candidates might refer to the reaction of the people's being paradoxical as they are able to express joy despite their pain.
[Award 2 marks for any one point well discussed.] (2)
4.2 The local people's problems are a burden which they put up with without anger. They endure and tolerate their hardship without distress or annoyance. They are accepting of their suffering and are prepared to live with it. The word conveys the extent and relentlessness of their suffering.
[Award 2 marks for any two relevant and distinct points.] (2)
4.3 The music is gratifying/rewarding/pleasurable/harmonious. It is significant because it is an expression of the people's optimistic attitude to life. The air 'remembers' because people are aware of the music even after it has ended. Its impact on the surroundings resonates and the feeling of upliftment endures.
Candidates might refer to the sounds carried by the air as being a reminder of the close spiritual connection between nature and the ancestors.
[Award 3 marks for any two ideas well discussed OR three ideas.] (3)
4.4 The tone is optimistic/contemplative/meditative/thoughtful. The speaker is in awe of the magical quality of nature and life. He focuses on the promise of a better life and the need to be in harmony with our world. The speaker's tone reflects his amazement at the people's faith and endurance. The message of the poem is that Africans are eternally hopeful in spite of hardship. They are able to find positives even in difficult situations.
[Award 3 marks only if the tone and central idea are fully discussed.] (3) [10]

QUESTION 6: POETRY – CONTEXTUAL QUESTION
Read the poem below and then answer the questions that follow.
AN AFRICAN ELEGY – Ben Okri

1. We are the miracles that God made
2. To taste the bitter fruit of Time.
3. We are precious.
4. And one day our suffering
5. Will turn into the wonders of the earth.
   
   
6. There are things that burn me now
7. Which turn golden when I am happy.
8. Do you see the mystery of our pain?
9. That we bear poverty
10. And are able to sing and dream sweet things
    
    
11. And that we never curse the air when it is warm
12. Or the fruit when it tastes so good
13. Or the lights that bounce gently on the waters?
14. We bless things even in our pain.
15. We bless them in silence.
    
    
16. That is why our music is so sweet.
17. It makes the air remember.
18. There are secret miracles at work
19. That only Time will bring forth.
20. I too have heard the dead singing.
    
    
21. And they tell me that
22. This life is good
23. They tell me to live it gently
24. With fire, and always with hope.
25. There is wonder here
    
    
26. And there is surprise
27. In everything the unseen moves.
28. The ocean is full of songs.
29. The sky is not an enemy.
30. Destiny is our friend. 

6.1 Refer to line 3: 'We are precious.' Account for the use of the word, 'precious' in the context of the first stanza. (2)
6.2 Suggest a reason for the repetition of the word, 'And' throughout the poem. (2)
6.3 Refer to line 13: 'Or the lights that bounce gently on the waters?' Discuss the effectiveness of this image in the context of the poem. (3)
6.4 Refer to lines 22–24: 'This life is good …gently/With fire'. Critically comment on the contradictory advice given to the speaker by the ancestors. (3) [10]

QUESTION 6: POETRY – CONTEXTUAL QUESTION
'AN AFRICAN ELEGY' – Ben Okri
6.1 The word conveys how valuable, special and unique the African people are./ They endure hardship without complaint and remain hopeful. The speaker praises and motivates the people to remain optimistic.
[Award 2 marks for one idea well discussed OR any two relevant and distinct points.] (2)
6.2 The word, 'and' conveys the never-ending suffering. One problem is compounded and followed by another. There is no respite for the people. The repetition also conveys the people's resilience. They remain optimistic and never become despondent. The word also suggests that when the people are released from their suffering, there will be multiple rewards.
[Award 2 marks for any two relevant and distinct points.] (2)
6.3 The lights and gentleness of the image convey the people's sense of hope, optimism and forgiveness. In spite of their hardships, the people see and appreciate the beauty around them. They remain tolerant and are not bitter. The word, 'bounce' conveys lightness. The people are able to set their burdens and suffering aside and appreciate nature and the goodness in their lives.
[Award 3 marks for any two ideas well discussed OR three ideas.] (3)
6.4 The speaker is advised to live life 'gently'. He should be kind, have compassion and show sensitivity and understanding. However, he is also urged to live life with 'fire'. He should be spirited/passionate, never surrender and stand up to oppression. This advice is uplifting and inspiring because it encourages people to live life to the full while not allowing their animosities to overpower their humanity.
[Award 3 marks for any two ideas well discussed OR three ideas.] (3) [10]

QUESTION 3: POETRY – CONTEXTUAL QUESTION
Read the poem below and then answer the questions that follow.
somewhere i have never travelled,gladly beyond – ee cummings 

1. somewhere i have never travelled,gladly beyond
2. any experience,your eyes have their silence:
3. in your most frail gesture are things which enclose me,
4. or which i cannot touch because they are too near
   
   
5. your slightest look easily will unclose me
6. though i have closed myself as fingers,
7. you open always petal by petal myself as Spring opens
8. (touching skilfully,mysteriously)her first rose
   
   
9. or if your wish be to close me,i and
10. my life will shut very beautifully,suddenly,
11. as when the heart of this flower imagines
12. the snow carefully everywhere descending;
    
    
13. nothing which we are to perceive in this world equals
14. the power of your intense fragility:whose texture
15. compels me with the colour of its countries,
16. rendering death and forever with each breathing
    
    
17. (i do not know what it is about you that closes
18. and opens;only something in me understands
19. the voice of your eyes is deeper than all roses)
20. nobody,not even the rain,has such small hands 

3.1 Refer to lines 1–2: 'somewhere i have never travelled,gladly beyond/any experience'. What impression of the speaker is created by the use of 'gladly' (line 1)? (2)
3.2 'Spring' (line 7) is the only word that is capitalised in the poem. Explain the effect of this capitalisation in context. (2)
3.3 Refer to line 4: 'or which i cannot touch because they are too near'. Discuss the significance of the paradox in this line. (3)
3.4 Refer to lines 17–19: '(i do not … than all roses)'. Critically comment on how the speaker's tone in these lines reinforces the central idea of the poem. (3) [10]

QUESTION 3: POETRY – CONTEXTUAL QUESTION
'somewhere i have never travelled, gladly beyond' – ee cummings
3.1 The speaker is enthusiastic about, and open to, the new possibilities in his life. Although it is the unknown, the anticipation fills him with excitement. He welcomes the thought of the adventure and looks forward to the experience.
[Award 2 marks for any two relevant and distinct points.] (2)
3.2 By capitalising the word, the importance and power of Spring is recognised. Spring is the giver of life and transforms the winter landscape into something of beauty. Like Spring, his beloved has transformed him by bringing love into his life.
[Award 2 marks for any two relevant and distinct points.] (2)
3.3 The speaker's inability to touch something despite its nearness is contradictory. His feelings for his beloved are 'too near' to his heart/an intimate part of him and he is reluctant to expose himself as he is afraid that his love makes him vulnerable/defenceless to potential heartbreak and pain.
[Award 3 marks for any two ideas well discussed OR three ideas.] (3)
3.4 The speaker's tone is of admiration/awe/wonder/reverence. He finds it amazing that her mere presence can overwhelm his senses, thoughts and emotions. The expression in her eyes conveys the intensity of her love for him. The unusual connection the speaker makes between the senses suggests that even without words, there is communication and understanding between the lovers. The description conveys the idea of love's being inexplicable, mysterious and spiritual. There is no logic to explain why his beloved is able to exert absolute power over him yet instinctively he is willing to accede to her.
[Award 3 marks only if the tone and central idea are discussed.] (3) [10]

QUESTION 2: POETRY – CONTEXTUAL QUESTION
Read the poem below and then answer the questions that follow.
THE GARDEN OF LOVE – William Blake

1. I went to the Garden of Love,
2. And saw what I never had seen:
3. A Chapel was built in the midst,
4. Where I used to play on the green.
   
   
5. And the gates of this Chapel were shut,
6. And 'Thou shalt not' writ over the door;
7. So I turn'd to the Garden of Love
8. That so many sweet flowers bore;
   
   
9. And I saw it was filled with graves,
10. And tomb-stones where flowers should be;
11. And Priests in black gowns were walking their rounds,
12. And binding with briars my joys and desires. 

2.1 Refer to line 1: 'I went to the Garden of Love'. How does the word, 'Garden' create an expectation in the mind of the reader? (2)
2.2 Refer to lines 3–4: 'A Chapel was …'/'on the green.' Explain the significance of these lines in the context of the poem. (2)
2.3 Refer to lines 5–6: 'And the gates …'/'over the door'. Discuss how the diction in these lines contributes to the speaker's tone. (3)
2.4 Refer to the final stanza: 'And I saw ...'/'joys and desires.' Comment on how these lines convey the central idea of the poem. (3) [10]

QUESTION 2: POETRY – CONTEXTUAL QUESTION
'THE GARDEN OF LOVE' – William Blake
2.1 The reader will expect the speaker to enter an area/state of being that is open, free and beautiful. It is a place of peace and tranquillity./The allusion to the Biblical Garden of Eden creates the expectation of spiritual perfection and natural beauty.
[Award 2 marks for one idea well discussed.] (2)
2.2 The Chapel should have offered a joyful experience. However, the speaker is indicating how the Chapel and, by implication, organised religion has intruded on his pleasant, carefree childhood memories. The line indicates Blake's disapproval of the invasive and destructive nature of authoritarian religion.
[Award 2 marks for two relevant and distinct points.] (2)
2.3 The words, 'gates' and 'shut' have connotations of restriction and loss of free will. In addition, they suggest a lack of welcome. The admonition, 'Thou shalt not' alludes to the Old Testament/Ten Commandments which forbade certain behaviours and reinforces the sense of restriction. This accounts for the speaker's indignant/angry/disappointed/dismayed tone.
[Award 3 marks only if tone is discussed.] (3)
2.4 Instead of life flourishing ('flowers'), the garden is now associated with death as it is filled with 'graves' and 'tomb-stones'. The priests in black gowns are like sinister figures on patrol. These lines reflect the speaker's criticism of authoritarian religion's depriving one of joy. He sees such religion as cruelly restrictive ('binding with briars my joys and desires') of individual freedom and fulfilment.
[Award 3 marks for two ideas/interpretations well discussed.] (3) [10]

SECTION A: POETRY
PRESCRIBED POETRY
Answer any TWO of the following questions.
QUESTION 1: POETRY – ESSAY QUESTION
Read the poem below and then answer the question that follows.
FELIX RANDAL – Gerard Manley Hopkins

1. Felix Randal the farrier, O he is dead then? my duty all ended,
2. Who have watched his mould of man, big-boned and hardy-handsome 
3. Pining, pining, till time when reason rambled in it and some
4. Fatal four disorders, fleshed there, all contended?
   
   
5. Sickness broke him. Impatient he cursed at first, but mended
6. Being anointed and all; though a heavenlier heart began some 
7. Months earlier, since I had our sweet reprieve and ransom
8. Tendered to him. Ah well, God rest him all road ever he offended! 
   
   
9. This seeing the sick endears them to us, us too it endears.
10. My tongue had taught thee comfort, touch had quenched thy tears, 
11. Thy tears that touched my heart, child, Felix, poor Felix Randal; 
    
    
12. How far from then forethought of, all thy more boisterous years, 
13. When thou at the random grim forge, powerful amidst peers,
14. Didst fettle for the great grey drayhorse his bright and battering sandal! 

In 'Felix Randal', the speaker contemplates what he sees as significant aspects of the life and death of the farrier.
With close reference to diction, imagery and tone, discuss how the above statement is reflected in the poem.
Your response should take the form of a well-constructed essay of 250–300 words (about ONE page). [10]

SECTION A: POETRY
PRESCRIBED POETRY
QUESTION 1: POETRY – ESSAY QUESTION
'FELIX RANDAL' – Gerard Manley Hopkins

• Use the following, among other points, as a guide to marking this question. Responses might differ, depending on the candidate's sensitivity to and understanding of the poem.
•  Refer to page 24 for the rubric to assess this question.
• The speaker expresses admiration for the manner in which the farrier lived. He was a 'big-boned' and 'hardy-handsome' man who required brute strength to perform his job. He worked with great force at his 'random grim forge' as he hammered the horseshoe into place. The speaker imagines him standing powerful and grim at the fire as he prepared the drayhorse's 'sandal'.
• In life, Felix Randal was a productive individual, lively and 'boisterous'. He was respected for his work and 'powerful amidst peers'. This contrasts with his being described as a ‘child’ when his health is compromised by disease.
• The focus then shifts to Felix's physical decline. The speaker notes how the farrier was debilitated by illness. The 'mould' that was so strong and powerful lost its shape as the farrier faded away ('pining, pining') until his thoughts became confused ('reason rambled').
• In stanza 2, the speaker realises that his ministering to Felix had the effect of making Felix more accepting of his plight. Despite Felix's initial frustration and impatience ('impatient he cursed'), he became more tolerant ('a heavenlier heart began').
• Realising Felix's death is imminent, the speaker prepares Felix by 'tend[ing] to him' and offering him the sacrament of the Holy Communion ('sweet reprieve and ransom'), which carries the promise of forgiveness and a new life. He offers him the final rites ('Being anointed') in order to prepare his soul for its release. Through this process, the speaker forges a bond of compassion and trust with Felix. The speaker registers with melancholy/tenderness that Felix reconciled himself to his fate in a truly Christian manner.
• The speaker comes to the realisation that he has become more compassionate/empathic as a result of his association with Felix. Stanza 3 focuses on the sympathetic relationship of the two men. 'This seeing the sick endears them to us' indicates that an intimate bond developed between the two men.
• The speaker eased the pain and discomfort that Felix experienced ('My tongue had taught thee comfort'). Felix's tears touched the speaker's heart and this accounts for the latter's sense of loss and mourning at his death.
• The tone is initially detached/dispassionate/unaffected/matter-of-fact but shifts to being contemplative, grieving and compassionate.
  [Credit valid alternative responses.] [10]Copyright reserved Please turn over

QUESTION 4: POETRY – CONTEXTUAL QUESTION
Read the poem below and then answer the questions that follow.
VULTURES – Chinua Achebe

1. In the greyness
2. and drizzle of one despondent
3. dawn unstirred by harbingers
4. of sunbreak a vulture
5. perching high on broken
6. bone of a dead tree
7. nestled close to his
8. mate his smooth
9. bashed-in head, a pebble
10. on a stem rooted in
11. a dump of gross
12. feathers, inclined affectionately
13. to hers. Yesterday they picked
14. the eyes of a swollen
15. corpse in a water-logged
16. trench and ate the
17. things in its bowel. Full
18. gorged they chose their roost
19. keeping the hollowed remnant
20. in easy range of cold
21. telescopic eyes ...
22. Strange
23. indeed how love in other
24. ways so particular
25. will pick a corner
26. in that charnel-house
27. tidy it and coil up there, perhaps
28. even fall asleep – her face
29. turned to the wall!
30. ... Thus the Commandant at Belsen
31. Camp going home for
32. the day with fumes of
33. human roast clinging
34. rebelliously to his hairy
35. nostrils will stop
36. at the wayside sweet-shop
37. and pick up a chocolate
38. for his tender offspring
39. waiting at home for Daddy's
40. return ...
41. Praise bounteous
42. providence if you will
43. that grants even an ogre
44. a tiny glow-worm
45. tenderness encapsulated
46. in icy caverns of a cruel
47. heart or else despair
48. for in the very germ
49. of that kindred love is
50. lodged the perpetuity
51. of evil. 

4.1 Refer to lines 1–3: 'In the greyness/and drizzle of one despondent/dawn'. How do these lines contribute to the mood of the first section? (2)
4.2 What do the words, 'cold/telescopic eyes' (lines 20–21) suggest about the nature of the vultures? (2)
4.3 Refer to lines 30–35: 'Thus the Commandant … his hairy/nostrils'. Discuss the significance of this description in the context of the poem. (3)
4.4 The concluding lines, 'Praise bounteous/providence … perpetuity/of evil' (lines 41–51) offers options for human behaviour.
Do you agree with this statement? Justify your response by referring to imagery and/or diction. (3) [10]
AND

QUESTION 4: POETRY – CONTEXTUAL QUESTION
'VULTURES' – Chinua Achebe
4.1 The dark side of the vultures as described in Section One contributes to the down-hearted/dull/gloomy/hopeless mood.
[Award 2 marks only if mood is discussed.] (2)
4.2 As scavengers, the vultures keep their kill within their sights. 'Cold' might suggest that the vultures are ruthless/calculating/emotionless. ‘Telescopic’ suggests the mechanical/robotic nature of the vultures, giving them the advantage of long-distance vision that ensures the protection of their spoils.
[Award 2 marks only if a discussion of both 'cold' and 'telescopic' is offered.] (2)
4.3 The Commandant ends his day like any ordinary worker returning to his family after work. However, this Commandant has not had an ordinary day at work in that he has been directly involved in the atrocious sins committed against a huge number of people as indicated by the ‘fumes of human roast clinging’.
Candidates might suggest that this shocking/horrifying/repulsive description signifies mankind's inhumanity toward their fellow beings; this is similar to the description of the vultures in Section One. The vultures instinctively feed their bodies to survive however, man kills in order to satisfy his selfish desires.
[Award 3 marks for two ideas well discussed OR three distinct ideas.] (3)
4.4 YES.
The Commandant, who is referred to as the 'ogre', has an element of goodness for which one needs to be grateful/hopeful – 'Praise bounteous providence'. His humanity is seen as a 'tiny glow worm' which suggests that he has the potential for love. However, the reference to the 'icy caverns of a cruel/heart' creates a sense of despair/hopelessness as it is too little to transform the evil 'lodged' within him. Thus he will continue to perpetrate/perpetuate evil.
OR
NO.
[A 'No' response is unlikely. However, treat all responses on their merits.] [Award 3 marks only if reference is made to imagery and/or diction.]
[Award 3 marks only if candidates refer to both options.] (3) [10]

FORMS OF PAYMENT WHEN TRAVELLING INTERNATIONALLY

QUESTIONS

ACTIVITY 1:

The information provided below relates to Brakpan Stationers.

REQUIRED:
1.1 Explain the importance of comparing budgeted figures with actual figures achieved for the same period. (2)
1.2 Calculate the missing amounts (indicated by a, b and c) in the Debtors’ Collection Schedule for the budgeted period March to May 2015. (4)
1.3 Calculate the following budgeted figures:
1.3.1 Total sales for March 2015. (2)
1.3.2 Payments to creditors during May 2015. (4)
1.3.3 Salaries of the shop assistants for April 2015. (3)
1.3.4 The % increase in the salary of the manager expected in May 2015. (3)
1.3.5 Amount of the additional loan expected to be acquired on 1 April 2015. (3)
1.4 An official of the local municipality has offered to recommend Brakpan Stationers supply the municipality with stationery to the value of R500 000.
However, he will only do this if he receives a cash payment of R20 000 from the owner.
What advice would you offer? State TWO points. (4)
1.5 The owner’s wife is angry that he has not been adhering to the cash budget. The owner says that he deliberately did not keep to the budget because he wanted to improve the overall results of the business.

• Identify THREE over-payments in April. Provide the figures to support your answer.
  Provide a valid reason for each over-payment to support the owner’s decisions. (6)
• Explain how the difference of opinion with his wife can be avoided in future. (2)
• State TWO other strategies that the owner and his wife could consider in future to improve the results of the business. (2)

INFORMATION

1. Sales and debtors’ collection:
   • TOTAL sales for April 2015 and May 2015 have been estimated as follows:
     

     April 2015	70 000
     May 2015	78 750

   • 80% of all sales are cash sales. The rest of the sales are on credit.
   • Debtors are expected to pay as follows:
     • 60% within the month of sale, subject to a 4% discount.
     • 38% in the month following the month of sale.
     • 2% of debts are written off in the second month following the month of sale.
   • Debtors’ collection schedule:
     

     	CREDIT SALES R	MARCH  R	APRIL  R	MAY R
     February	31 500	11 970
     March	10 500	a	3 990
     April	14 000		8 064	b
     May	c
     			18 018	12 054

2. Purchase of merchandise and payments to creditors:
   • A fixed-stock base is kept, i.e. the stock sold is replaced at the end of that month.
   • The business uses a mark-up of 75% on cost.
   • 70% of all merchandise is purchased on credit.
   • Creditors are paid in full in the month following the month of purchase.
3. Salaries:
   Shop assistants
   • The business has 12 shop assistants who are employed on equal pay in March 2015.
     Nine of the shop assistants are entitled to a bonus equal to 80% of the monthly salary in April 2015.
   • All shop assistants will receive a general increase in May 2015.
4. Loan:
   An additional loan will be taken from Atlantic Bank on 1 April 2015. The interest rate is 14% p.a.
5. Extract from the Cash Budget for the three months ending 31 May 2015:

ACTIVITY 2:

You are provided with a partially completed Projected Income Statement for Dawn Distributors for the period 1 October 2015 to 31 December 2015. It was prepared by the bookkeeper.

REQUIRED:
2.1 List TWO items on the Projected Income Statement,that would not appear on a Cash Budget. (2)
2.2 Fill in the missing amounts denoted by A to E on the Projected Income Statement. (16)
2.3 Take the following additional information into account and calculate the following:
2.3.1 The percentage increase in the wages of cleaners in December 2015. (4)
2.3.2 The monthly salary due to the sales manager in December 2015. (4)
2.3.3 Total credit sales expected in December 2015. (3)
2.3.4 The balance of the loan on 1 November 2015. (3)

INFORMATION:

1. The business uses a mark-up percentage of 60% on cost.
2. Credit sales comprise 75% of total sales.
   Sales are expected to increase by 10% per month and by 20% during December.
3. The business employs a sales manager and an administration manager. The sales manager earns R300 more than the administration manager (per month). The managers are entitled to an increase of 8% p.a. from 1 December 2015.
4. R20 000 of the loan is repayable on 30 November 2015. Interest on loan at 9% p.a. is payable every quarter. The next payment is due on 1 January 2016.
5. Advertising expense per month is budgeted at a fixed percentage of total sales.
6. Income tax is estimated to be 30% of the net profit before tax. 

G. INFORMATION FROM THE PROJECTED INCOME STATEMENT FOR OCTOBER TO DECEMBER 2015.

ACTIVITY 3:

Below is information relating to DIY Hardware. The business is owned by John Temba. His inexperienced bookkeeper, Mabel, has prepared a Cash Budget.

REQUIRED:
3.1 Identify TWO items that Mabel has incorrectly entered in the Cash Budget. (4)
3.2 Apart from the items mentioned above, name TWO other items in the Payments Section of the Cash Budget that would NOT appear in a Projected Income Statement. (4)
3.3 After correcting all the errors John has identified the following:

Identify or calculate A and B. Indicate negative figures in brackets. (3)
3.4 Identify or calculate the missing figures C and D in the extract from the Cash Budget. (7)
3.5 Complete the Debtors’ Collection Schedule for February 2013. (10)
3.6 Calculate the percentage increase in salary and wages from 1 February 2013. (2)
3.7 Calculate the interest on the fixed deposit for January 2013. (2)
3.8 John pays Speedy Deliveries to deliver hardware to his customers free of charge. He budgets for this at a rate of 8% of total monthly sales.
3.8.1 Calculate the delivery expense figure budgeted for January 2013. (2)
3.8.2 John is of the opinion that the delivery service is costing him too much.
Which TWO points should John consider before deciding on whether or not to discontinue this service? (4)
3.9 On 31 January 2013 you identified the figures below. Explain what you would say to John about each of the following items at the end of January 2013. Give ONE point of advice in each case. (9)

3.10 John will have a problem with replacing his old computers and cash registers in March 2013. The cost of these items amounts to R150 000 and he expects them to last 5 years. However, he does not have cash available to pay for this. His options are:

• Raise a new loan at an interest rate of 14% p.a. to be repaid over 36 months. 
• Hire (Lease) the assets from IT Connect Ltd at R5 100 per month.
• Invite his friend James to become an equal partner in the business and provide capital of R150 000.
  John realizes that all three options have the advantage of not requiring the R150 000 outlay in March 2013.

Consider each of these options and explain ONE other advantage and ONE disadvantage of each option. Provide figures to support your answer. (6)

INFORMATION:

1. Sales, purchase of stock and cost of sales:
   • Total sales for November 2012 to February 2013 were as follows:
     • November: R150 000
     • December: R200 000
     • January: R160 000
     • February: R140 000
   • 60% of all sales are cash sales; the rest is credit sales.
   • The mark-up is 33.3% on cost of sales at all times.
   • Stock is replaced on a monthly basis.
   • 50% of all purchases are cash, the rest is on credit.
2. Debtors’ collection:
   Debtors are expected to pay as follows:
   • 30% of debtors pay their accounts in the month of sale (current).
   • 50% pay in the month following the sales transaction month (30 days).
   • 8% pay in the second month (60 days).
   • 2% are written off.
3. Creditors’ payment:
   Creditors are paid in the month after purchases, so as to receive a 5% discount.
4. EXTRACT FROM THE CASH BUDGET FOR JANUARY AND FEBRUARY 2013
   

   	JAN 2013	FEB 2013
   RECEIPTS
   Cash sales	96 000	84 000
   Collection from debtors	70 000	?
   Interest on fixed deposit (7% p.a.)	?	0
   Fixed deposit: Magic Bank maturing on 1 Feb. 2013	0	42 000
   Commission income	?	?
   Rent income	8 500	8 800
   PAYMENTS
   Salary and wages	15 000	16 800
   Stationery	1 000	1 000
   Telephone	?	?
   Payment to creditors	71 250	D
   Cash purchase of stock	C	52 500
   Repayment of existing loan		100 000
   Furniture bought on credit	30 000
   Delivery expense for delivery of hardware to customers	?	11 200
   Training of staff	2 000	2 000
   Advertising	1 600	1 400
   Depreciation	12 500	12 500
   Sundry expenses	3 500	3 600
   Drawings by owner	?	?
   Vehicle expenses	0	500

ACTIVITY 4: (40 marks; 25 minutes)

4.1 Explain why:
4.1.1 Depreciation and bad debts will not appear in a Cash Budget. (2)
4.1.2 A cash budget is different from a Projected Income Statement. (2)

4.2 KIT KAT DISTRIBUTORS LTD
You are provided with information for the budget period November and December 2018.

REQUIRED:
4.2.1 Complete the Debtors’ Collection Schedule. (12)
4.2.2 Calculate the missing amounts in the Cash Budget denoted by (i) to (iv). (20)
4.2.3 Comment on the internal controls on collection from debtors and payment to creditors. Provide TWO points. (4)

INFORMATION:
A. Cash sales amount to 40% of total sales.
Goods are marked-up by 25% on cost.
B. Debtors are granted credit terms of 30 days. The actual collection trend revealed that:

• 50% of debtors pay in the month of the sale to receive a 5% discount.
• 30% is received in the month following the month of sales.
• 18% is collected in the second month after the sale.
• 2% of debtors is written off.

C. Stock is replaced in the month it was sold, i.e. a base stock is maintained.
D. 80% of stock is bought on credit. Creditors are paid in full in the month following the month the purchase was made.
E. Salaries and wages are expected to remain the same for the budget period. Staff members on leave in December will receive their pay in November - the total amount is R35 600.
F. A loan will be received from a director, Thabo, on 1 November 2018, at 13% interest p.a. Interest is not capitalised. A fixed monthly instalment and interest will be paid at the end of each month.
G. The company will pay an interim dividend in December. H Rent increased by 8% on 1 November 2018.
I. Incomplete Debtors’ Collection Schedule:

J. Information from the Projected Income Statement:

K Incomplete Cash Budget for 2018:

ANSWERS

ACTIVITY 1: BRAKPAN STATIONERS

1.1 Explain the importance of comparing budgeted figures with actual figures achieved for the same period.
One valid explanation

• Deviations can be determined and remedial measures can be put in place.
• Establish whether the budgeting was realistic.
• To identify trends of mismanagement of cash. (2)

1.2 Calculate the missing amounts (indicated by a, b and c) in the Debtors’ Collection Schedule for the budgeted period March to May 2015 (4)

1.3.1 Calculate budgeted total sales for March 2015. (2)

• 10 500 x 100/20 = 52 500

1.3.2 Calculate the amount budgeted for payments to creditors during May 2015. (4)

•        40 000
  70 000 x 100/175 x 70% = 28 000 any one part correct
  or
  12 000/30 x 70 = 28 000

1.3.3 Calculate the budgeted salaries of the shop assistants for April 2015. (3)

• 102 000/12 = 8 500 8 500 x 3 = 25 500
  15 300 x 9 = 137 700
  25 500 + 137 700 = 163 200 any one part correct
  OR: 102 000 one mark + 61 200 one mark = 163 200
  (102 000 X 80% X 9/12)

1.3.4 Calculate the % increase in the salary of the manager expected in May 2015. (3)

• 3 200 (1 mark)
  (19 200 - 16 000) /16 000 = 20% any one part correct

1.3.5 Calculate the amount of the additional loan expected to be acquired on 1 April 2015. (3)

• 875 x (100 x12) /14 = 75 000 any one part correct

1.4 An official of the local municipality has offered to recommend that Brakpan Stationers supply the municipality with stationery to the value of R500 000. However, he will only do this if he is paid R20 000 in cash.
Give advice in this regard. State TWO points.
Any two suggestions (4)

• This is actually a bribe, which is unethical.
• If this information is made public, it will have a negative effect on the business.
• The owner must submit a formal tender to secure a contract through the normal processes.

1.5 Identify THREE over-payments made in April. Provide figures to support your answer. Provide a valid reason for each over-payment to support the decision taken. (6)

1.6 Explain how this difference of opinion with his wife can be avoided in future.

• They should have a specific meeting to determine the budget jointly and the owner should consult his wife before spending on unbudgeted items.

State TWO other strategies that the owner and his wife could consider in future to improve the results of the business.
Any two valid points:

• Advertise monthly. / Reduce the number of shop assistants.
• Reinstate deliveries to customers. / Negotiate longer credit terms with suppliers.

ACTIVITY 2 : DAWN DISTRIBUTORS

2.1 Identify TWO items that Mabel has incorrectly entered in the Cash Budget.
Any TWO

• Cost of sales / Discount received / Depreciation / Trading stock deficit

2.2

2.3.1 The percentage increase in wages that the cleaners will receive in December 2015.

•          176
  (3 376 - 3 200) x 100 = 5,5% (one part correct)
         3 200

2.3.2 The monthly salary due to the Sales Manager in December 2015.

• (17 100 - 300) = 8 400 (8 400 + 300) x 108% = 9 396 (one part correct)
             2

2.3.3 Total credit sales expected in December 2015.

• (99 000 x 160% ) x 75% = 118 800 (one part correct)
  OR
  132 000 X 120% = 158 400 X 75% = 118 800

2.3.4 The balance of the loan on 1 November 2015.

• 585 x 1200/9 = 78 000 (one part correct)

ACTIVITY 3: DIY HARDWARE

3.1 Identify TWO items that Mabel has incorrectly entered in the Cash Budget.
Two items

• Depreciation
• Furniture bought on credit

3.2 Apart from the items above, name TWO other items in the Payments Section of the Cash Budget that would NOT appear in a Projected Income Statement.
Any two items
Expected responses:

• Payment to creditors / Repayment of loan / Purchase of vehicle / Drawings Cash purchases of stock

3.3 Identify or calculate A and B. Indicate negative figures in brackets.

3.4 Identify or calculate the missing figures C and D in the extract from the Cash Budget

3.5 Complete the Debtors’ Collection Schedule for February 2013.

3.6 Calculate the % increase in salary and wages with effect from 1 February 2013.

• 1 800 /15 000 x 100 = 12 %

3.7 Calculate interest on the fixed deposit for January 2013.

• 42 000 x 7% / 12 = R245

3.8.1 Calculate delivery expenses for January 2013.

• R160 000 x 8% = R12 800

3.8.2 John is of the opinion that the delivery service is costing him too much. Which TWO points should John consider before deciding whether or not to discontinue this service?
Two factors

• Whether his competitors are offering the service or not.
• What the reaction from his customers will be should he withdraw the service.
• The possibility of charging customers for the delivery service.
• The possibility of finding a cheaper delivery service.
• The possibility of using his own vehicle instead of sub-contracting this service.

3.9 Explain what you would say to John about each item at the end of January 2013. Give ONE point of advice in each case.

3.10 Consider each of the options below and explain ONE other advantage and ONE disadvantage related to each option.

ACTIVITY 4 :

4.1 Explain why:
4.1.1 Depreciation and bad debts will not appear in a Cash Budget.
Any valid explanation.

• Non-cash items are not included in a cash budget.
• A cash budget only includes cash receipts and cash payments. 

4.1.2 A cash budget is different from a Projected Income Statement.
Any valid explanation.

• A cash budget includes receipts and payments and shows plans for cash management. It shows the surplus/ deficit and the bank balance.
• The PIS shows income and expenses (including non-cash items) and projects the profit or loss per month (for the budget period).

4.2 KIT KAT DISTRIBUTORS LTD
4.2.1

4.2.2 Calculate:

1. Cash sales for December:
   210 000 X 40/60 = 140 000
2. Rent income amount for November: 
   19 710 x 100/108 = 18 250
3. Payments to creditors for November:
   186 000 x 100/60 = 310 000 
   310 000 x 100/125 = 248 000
   248 000 x 80% 
   = 198 400
4. Salaries and wages for December: 
   180 600 - 35 600 - 35 600 
   = 109 400
5. Loan instalment (including interest) for December:
                                          _{138 000} 
   (13 625 - 1 625) + (150 000 - 12 000) x 13% x 1/12
          12 000                                1 495 (three marks) 
   = 13 495 

4.2.3 Comment on the internal controls for collection from debtors and payments to creditors. Provide TWO points.
Any TWO valid points.

• Only 50% of the debtors comply with the credit terms.
• The cash from debtors does not cover the payments to creditors every month.
• 80% of stock is bought on credit. / Only 20% is cash purchase of stock.
• As cash sales is a greater percentage of total sales, it may be wise to increase the percentage of cash purchases.
• Taking advantage of short-term credit is only beneficial if it eases cash-flow problems.