i a CARIBBEAN EXAMINATIONS COUNCIL CARIBBEAN SECONDARY EDUCATION CERTIFICATE® EXAMINATION (07 JANUARY 2022 (p.m) FILL IN ALL THE INFORMATION REQUESTED CLEARLY IN CAPITAL LETTERS. OEE RATION — Paper 032 TESTCODE | 0 | 1 SUBJECT _OFFICE ADMIN! 79 PROFICIENCY __ GENERAL REGISTRATION NUMBER ‘SCHOOL/CENTRE NUMBER. NAME OF SCHOOL/CENTRE 3 CANDIDATE’S FULL NAME (FIRST, MIDDLE, LAST) DATE OF BIRTH | SIGNATURErc e&. test cope 01237032 FORM TP 2022023 JANUARY 2022 CARIBBEAN EXAMINATIONS COUNCIL CARIBBEAN SECONDARY EDUCATION CERTIFICATE* EXAMINATION OFFICE ADMINISTRATION Paper 032 — General Proficiency I hour 45 minutes 1. You MUST use this answer booklet when responding to the questions. For EACH question, write your answer in the space provided and return the answer booklet at the end of the examination 2. Use the CASE STUDY to answer the questions. 3. Do NOT write in the margins. 4. You are advised to take some time to read through the paper and plan your answers. | 5. You may use a silent, non-programmable calculator to answer questions. 6. If you need to rewrite any answer and there is not enough space to do so on the original page, you must use the extra lined page(s) provided at the back of this booklet. Remember to draw a line through your original answer. | READ THE FOLLOWING INSTRUCTIONS CAREFULLY. | | 7. Ifyou use the extra page(s) you MUST write the question number clearly in the box provided at the top of the extra page(s) and, where relevant, include the question part beside the answer. DO NOT TURN THIS PAGE UNTIL YOU ARE TOLD TO DO SO. Copyright © 2021 Caribbean Examinations Council All rights reserved. IU EN LY | AD favetene cenoe “7 Instruction: Read the following case study and answer ALL questions. CASE STUDY ‘The Business of Fitness Harrisons Athletic and Fitness Equipment Company (HAFEC) located at Long Circle Road, Antigua, is a medium-sized family-owned business that provides a range of fitness equipment to several customers across the Caribbean, As part of the company’s growth strategy, Ms Llana Harrison, the customer accounts manager, is currently on a two-day sales promotion trip to the island of St Dominique. She is staying at the Grand Casa Hotel and was booked to return to Antigua on 4 January. However, she was informed by the hotel’s receptionist that due to imminent bad weather on the island all fights for that date were cancelled and rescheduled for 6 January. Ms Harrison was quite annoyed since this meant she would miss the important annual general ‘meeting and incur additional hotel charges. 1. @_Suggest THREE statements that the hotel’s receptionist could make to Ms Harrison to reassure her in this situation. marks) (6) Describe how the receptionist should react while Ms Harrison is addressing her. (2 marks) GO ON TO THE NEXT PAGE =| 01237032/J/CSBC 2022 = i : : :ase US$25 and dinner costs US$40. 5 Grand Casa Hotel charges US$200 for each night, which includes breakfast. The cost of lunch is Complete the following table to determine how much Ms Harrison should pay to the hotel if she departs on the morning of 6 January. Charge Date y Activity ss) 2 January | Checked in at the Grand Casa Hotel at 11:30 am and ate dinner 200 after several online meetings 40 January | Before an all-day meeting with a client, she enjoyed the hotel’s breakfast buffet. Retumed late that night and went straight to bed. 4 January | Attended a breakfast meeting ata client's office. Ordered lunch at the hotel and then went to dinner at the home of a relative. S January | Ordered breakfast, lunch and dinner at the hotel since she was in online meetings all day. 6 January | Checked out of the hotel at 6:00 a.m.; had breakfast at the airport Total hotel charges (6 marks) GO ON TO THE NEXT PAGE 01237032//CSEC 2022| + to 3. You are Samantha Lawrence, the customer service clerk at HAFEC. Draft an email to be sent to Ms Kelly Boolani (kboolani@tours.com) at Trips & Tours Management requesting the urgent travel changes for Ms Llana Harrison. You made the following notes from your conversation with Ms Harrison. ‘Meetings scheduled for the morning of 6 January Prefers late flight on 5 January Original flight number ~ WA345 Prefers direct flight and business class irline is West Indies Airways Ifthere is no flight on 5 January, then early flight on 6 January arriving in Antigua before 8:00 a.m. ee E-MAIL, E — a GO ON TO THE NEXT PAGE, zl 01237032/S/CSEC 2022 E AL : Ez | | (@ marks) i GO ON TO THE NEXT PAGE 01237032/N/CSEC 2022al 4. Ms Harrison emailed the details of the following meetings to be held on 6 January, the same day that she is expected to return home. + Ms Kendra Ross of Flex & Tone Centre, Basseterre, St Kitts who may be contacted at (869) 005-8765 + MsBrenda Benjamin from Simple Solutions Gyms, Grand Anse, Grenada: she may be reached at (473) 002-9991 + From Montego Bay, Jamaica, Mr Jabari Blake, representing Muscles and More Fitness Experience, (876) 006-4444 + (758) 002-8888 is the contact number for Charisa Asambert the representative for Be Fit Results located in Castries, St Lucia Make the appropriate entries on the appointments book on page 9, noting the following: @ Use the 24-hour clock. Gi) The first appointment should start at 10:10 a.m. iii) Each appointment should last 30 minutes. (iv) __ Include a ten-minute break between each appointment. (v) Allow for lunch at 12 noon and resume meetings at 1:00 pm. (vi) Book Mr Blake for the first available appointment and Ms Ross for the last appointment. GO ON TO THE NEXT PAGE a] 01237032/N/CSEC 2022 EyIa ™ waaWAN ANOHAS TAL ssmidav NOLLVZINVOUO aINVN (Qppop9 anoy-42) SILL auva ‘OOM SLNAWINIOdAY a a GO ON TO THE NEXT PAGE 01237032//CSEC 20225. The following order for online fitness applications was received from St Dominique following ty for filing the user manuals Ms Harrison’s trip to the island. You have been given responsi and other related documents for the order. ider Body * Step to Step Wuk It Off + Zone of Fitness Bike-it Off + All You Need Fitness ENV This Body . 12 Points Workout Complete the table provided below to show how the records would be organized using the subject filing method. 5 Hite al E i PRIMARY GUIDE ‘SECONDARY GUIDE E INDIVIDUAL FOLDERS (6 marks) GO ON TO THE NEXT PAGE 01237032/J/CSEC 2022 L Qe oo pert ernie nae ennaiF a While the family is happy about how the business is expanding, issues with the records management system include the rising cost of equipment, security concems and lost or misplaced files, Advise the office manager of how centralized filing may help to correct the issues identified Issue Solution (@ Rising cost of equipment for printing and storage of documents | Gi) Security concerns / Gi) Lost or mis- placed files | (Gmarks) GO ON TO THE NEXT PAGE 01237032/5/CSEC 2022i a ty 7. An online customer satisfaction survey was conducted among 200 customers to determine how c they would rate the services provided by HAFEC. The results are shown in the following pie . chart. E E Excelle! = ‘Very poor, 13% aoe E Unsatisfactory, E is Good, 30% : ' 5 Satisfactory, 40% i i ' (@) State THREE conclusions that can be made from the results of the survey, i : E i E @marks) GO ON TO THE NEXT PAGE al 01237032/CSEC 2022 =: / | i F “b: a (b)__Theowners of HAFEC are not satisfied with the results of the online survey. Describe TWO strategies/practices which HAFEC could implement to improve the customer experience. (4 marks) Total SO marks END OF TEST IF YOU FINISH BEFORE TIME IS CALLED, CHECK YOUR WORK ON THIS TEST. 01237032//CSEC 2022I 7“ | EXTRA SPACE Ifyou use this extra page, you MUST write the question number clearly in the box provided. Question No. 01237032/J/CSEC 2022 L ma =TeCANDIDATE'S RECEIPT | INSTRUCTIONS TO CANDIDATE: 1, _ Fill in all the information requested clearly in capital letters. TEST CODE: |0]1]2)3]7]9)3]2 SUBJECT: OFFICE ADMINISTRATION ~ Paper 032 PROFICIENCY: GENERAL REGISTRATION NUMBER: FULL NAME: (BLOCK LETTERS) Signature: Date: 2. Ensure that this slip is detached by the Supervisor or Invigilator and given to you when you hand in this booklet. Keep it in a safe place until you have received your results, a INSTRUCTION TO SUPERVISOR/NVIGILATOR: Sign the declaration below, detach thie slip and hand it to the candidate as his/her receipt for this booklet collected by you. Thereby acknowledge receipt of the candidate’s booklet for the examination stated above. Signature: ‘Supervisor/Invigilator Date