1
GRADE 12 TOURISM
EXAMINATION SUPPORT PACKAGE
FOR LEARNERS
2020
YOUR SURVIVAL TOOLKIT IN THE
WORLD OF TOURISM
YOUR TOURISM TOOLBOX
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Fasten Your Seat Belts
Grade 12 Tourism Learners!
As your External Examination
Coach, this might just become
a bumpy ride if you fail to
prepare WELL for your journey
ahead, as you are preparing
to write your Grade 12 Tourism
NSC Examination at the end of
this academic year.
HOW TO PREPARE FOR YOUR
TOURISM EXAMINATION
Writing examinations is an important part of every learner’s school life.
Preparing well for these examinations are therefore equally important.
The better prepared you are, the more at ease you will be when you approach
your examination.
You should know exactly what to expect in every examination.
GENERAL TIPS: WRITING YOUR TOURISM EXAMINATION
• Read through the question paper carefully before you start putting pen to
•
•
•
•
•
•
•
paper.
Read all the headings and instructions carefully.
The Tourism question paper is visually rich with a variety of resources. Make
sure to engage with resources such as case studies, extracts, graphs, maps,
cartoons and pictures in the question paper, as application of the content
that you were taught, is one of the skills required in Tourism.
Study each resource item carefully and ask yourself questions like: What is this
about? What is it telling me? What part of my knowledge does it relate to?
Always consider the mark allocation when determining the length of your
responses.
Neat, legible handwriting is essential and will be to your benefit in the marking
process.
Answer in full sentences, unless otherwise indicated.
You are encouraged to allow enough time at the end of your examination to
reflect on your answers. Correct poor and unclear expression and spelling
errors. Make sure your calculations are clear and contain no careless errors.
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CONTENT PAGE FOR YOUR LEARNER’S SUPPORT PACKAGE
Content Item
Term 1:
 Global events of international significance
 Political situations and unforeseen occurrences of
international significance
 Tour plans and route planning
 Compiling a day-by-day itinerary
 Compiling a tour budget
 Health
 Safety
 Travel Documentation
 World Time Zones
 Calculations of world times when travelling between
countries
Term 2:
 Famous World Icons & Attractions
 Factors contributing to the success of a tourist attraction
 Foreign Exchange
 Differentiating between Bank Buying Rate (BBR) and
Bank Selling Rate (BSR)
Term 3:
 Forms of payment when travelling internationally
 Foreign market share – statistics regarding inbound
international tourism
 Marketing South Africa as a tourism destination
 Three Pillars of Sustainable Tourism
 Responsible Tourism and Tourists
 World Heritage Sites
 Methods to obtain customer feedback and measure
customer satisfaction
Term 4:
 Professional image in the tourism industry
 Conditions of Employment
 The purpose and value of a code of conduct
Addendum:
 Past NSC Tourism Examination Question Papers &
Memoranda (2017 – 2019)
Addendum:
Summary of NSC Tourism Examination Structure to obtain a
MINIMUM of 30%
Motivational Quote for Grade 12 Tourism Learners
Page Number
4 - 35
36 - 51
52 - 55
56 - 57
58 - 182
183 - 207
208
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Compiled by E Ferreira (SES: Services Subjects NMB District)
TERM 1
TOPIC: DOMESTIC, REGIONAL AND INTERNATIONAL TOURISM
Global events


The main
economic benefits
of global events
The advantages a
global event holds
for the host
country
Disadvantages of
global events for a
host country
Political situations
Unforeseen
occurrences

















The impact of
unforeseen
occurrences







A global event is a happening or occurrence of international importance
because it will affect the whole world.
A global event affects the whole economy of the country in which it is
hosted
Income generation (money spent by visitors at the destination)
Investment in infrastructure and services (such as communication)
Job creation
Foreign exchange income
Infrastructure development
Investment
Income from foreign exchange
The multiplier effect
High cost of new infrastructure
Disappointing investment and foreign exchange income
Increased cost of goods and services
Economic leakages
Community opposition
A political situation refers to what is happening in the politics of a
country.
Examples: civil war, terrorism, general unrest
Unforeseen occurrences are events that are unpredictable – we do not
expect or know that the event will take place.
Examples: tsunamis, earthquakes and other natural disasters, the global
recession, diseases, accidents, and economic upsets
Destruction of infrastructure
Destruction of flora, fauna, and ecosystems
Cancellation of flights, rail, cruises, and road trips
Cancellation of holidays
Fewer tourists will visit the destination
Less revenue will be generated
Job losses
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TOPIC: MAP WORK AND TOUR PLANNING
Itinerary


World Health
Organisation

Vaccination



Compulsory
vaccination
Recommended
vaccination
Malaria
precautions








Valid passport

Visa

Health certificate


International
Driver’s Permit
(IDP)


Duty free goods


Prohibited goods

Green channel

Red channel

The itinerary specifies all aspects of a traveller’s programme day by day
The itinerary indicates the planned activities, accommodation, meals,
transport and optional excursions.
A specialised agency of the United Nations Organisation and its main
concern is public health
It provides support to countries and monitors global health trends
A vaccination is a preparation injected into the blood stream to
stimulate a protective immune response.
A vaccination prevents a person from being infected with the disease if
they do come into contact with it
Are regulated (by the World Health Organisation) according to
identified threats found in some countries
To contain the spreading of a high-risk disease
A precautionary measure to ensure the health of individual tourists and
are optional
Take preventive medicines
Apply insect repellent to exposed skin
Close windows and doors at night unless they are screened
Sleep under a mosquito net
Wear long-sleeved tops, trousers and socks when going outdoors during
the evening.
A document issued by a national government that certifies the identity
(name, date of birth, gender and place of birth) and nationality of its
holder.
A stamp endorsed in the applicant’s passport giving the holder
permission to travel to, enter, transit or remain in a foreign country
A health certificate is a statement signed by a health-care provider
(such as a doctor) that proves the health of the bearer of the certificate.
The health certificate is a booklet that travellers must produce as proof
that they have had the necessary vaccinations required to enter a
country.
Permits a tourist to drive in a foreign country
Provides important information to validate the South African driver's
license in many different languages.
Car rental companies often request a valid IDP when driving abroad
Duty free goods are goods that have been purchased at a duty-free
shop on which the tourist will not pay tax at customs
Prohibited goods are goods that, according to the law, may not be
brought into a country.
The green channel is a route located in the customs area of an
international airport for passengers who have nothing to declare (those
who are carrying goods that are within the customs limits only/not
carrying prohibited items).
The red channel is a route located in the customs area of an
international airport for passengers with goods to declare (those who
are carrying items above the permitted customs limit and/or carrying
prohibited items).
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To declare
Daylight Savings
Time
Time Zone
Steps to follow
when doing time
zone calculations:
Jet lag
Jet fatigue

To state officially the goods that you have brought into a country at
customs.
 A practice of turning the clock one hour ahead of standard time at the
beginning of summer to gain extra daylight hours
Advantages of DST:
 More daylight time available to spend outdoors
 More time to participate in leisure activities, e.g. shopping
 Attractions opened for longer hours
A region of the Earth where all the countries have adopted the same
standard time
1. Locate the places on a world time zone map and determine their time
zones. The world time zone map is colour coded. This means that the
white/grey areas on the top of the map correspond with the colour of the
country.
2. Determine the number of hours difference between the TWO places.
3. Decide if you must add (going east) or subtract (going west) the number
of hours.
4. Add/subtract the number of hours and give the answer using the 24-hour
clock. Remember to include the day or date.
5. If the calculation requires DST, first add ONE hour to the time zone of the
place that uses DST. [If New York (-5) is used in the calculation, the time
zone should be adjusted by adding ONE hour, taking New York to -4]. Then
do the calculation as usual.
6. Calculations with flying time:
If you want to determine the arrival time ADD the flying time
If you want to determine the departure time SUBTRACT, the flying time
 Jet lag is a physical condition related to flying long distances over many
time zones (flying from east to west or west to east).
 It is related to the number of time zones a traveller crosses and not to
the length of the flight.
SYMPTOMS OF JET LAG:
 Insomnia
 Fatigue
 Irritability
 Interrupted sleep
 Discomfort in legs and feet
 Struggle to concentrate
 Constipation or diarrhoea
 Confusion and disorientation
 Dehydration
 Headaches
 Nausea
 Loss of appetite
 Dizziness
 Jet fatigue is related to the length of the flight as many travellers feel
extreme tiredness after a long flight.
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(Compiled by Elsabe Engelbrecht (SES: Tourism: MNED)
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Instructions and information in the paper
INSTRUCTIONS AND INFORMATION
Read the instructions carefully before answering the questions.
1.
2.
3.
4.
5.
6.
7.
8.
9.
This question paper consists of FIVE sections.
Answer ALL the questions.
Start EACH question on a NEW page.
In QUESTIONS 3.1 and 3.2, round off your answer to TWO decimal places.
Show ALL calculations where required.
You may use a non-programmable calculator.
Use the mark allocation at each question as a guide to the length of your answer.
Write neatly and legibly.
The table below is a guide to help you allocate your time according to each section.
The layout of the Tourism paper
The Tourism examination consists of one 3-hour paper of 200 marks.
• The question paper is divided into five COMPULSORY sections.
• The national question paper for Tourism is set using a particular format. It will be
to your advantage to familiarise yourself with the format.
SECTION
A
B
C
D
E
TOPIC
MARKS
Short Questions
40
Map Work and Tour Planning; Foreign Exchange
50
Tourism Attractions; Culture and Heritage
Tourism; Marketing
Tourism Sectors; Sustainable and Responsible
Tourism
Domestic, Regional and International
Tourism; Communication and Customer Care
TOTAL
MINUTES
20
50
50
50
30
30
30
30
200
180
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SECTION A: SHORT QUESTIONS
This section will contain short questions, such as multiple-choice questions,
matching items (COLUMN A/COLUMN B), choose the correct word from the
options given, give the correct term, map work, graphs, mind maps, pictures,
tourism logos, cartoons, infographics and word clouds. Know the tourism
terminology and abbreviations/acronyms well; they may be assessed in this
section. There are no TRUE/FALSE items.
This section cannot necessarily be considered the 'easy' part of the paper.
Questions which at first glance appear simple, may require careful
consideration. Consider the distractors carefully in the multiple-choice
questions.
All topics and subtopics in the Grade 12 CAPS may be assessed in this
section, however, Grade 10 and 11 content, which is considered to be
foundational, underpinning knowledge may be included here.
These sections will also include questions that require paragraph-type
responses. It is recommended that learners be trained to write paragraphtype answers.
SECTIONS B, C, D and E
These sections assess individual topics in more depth and will generally
require more comprehensive and, in some cases, more in-depth responses
from you.
In these sections, questions may be based on sources, such as maps, graphs,
tables, pictures, logos, flow diagrams, extracts, case studies, cartoons,
infographics and word cloud.
The paper will not only assess your knowledge of the content in the topics, but also your ability to
demonstrate more complex understanding and problem-solving skills. You may be asked to explain,
motivate, substantiate, interpret, apply and reason.
Questions may start with 'Give your views on …'; 'Explain why …'; 'Discuss how …'; 'Comment on
…'; 'Suggest …'; 'Analyse …'; 'Evaluate …'; 'Do you agree …'; 'Recommend' …;
'Justify/Motivate/Substantiate …'; 'In your opinion …,' 'Argue for or
against …'; etc. These questions require higher-order thinking skills and you
have to think critically and creatively or solve problems.
These sections will also include questions that require paragraph-type responses.
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Some hints to help you prepare for the Tourism Examination
All the questions are compulsory.
• Read through the question paper carefully before you start writing.
• When you are allowed to start writing, you should jot down any thoughts or
ideas that come to mind on certain questions at the back of the answer book.
Jotting down ideas can be useful to trigger the memory when the actual
questions have to be answered.
• Read all the headings and instructions carefully. You should engage with
resources, such as case studies, extracts, graphs, maps, cartoons, pictures,
flow charts, infographics and word cloud. Study the resources and the
questions: “What is this about?... What is it telling me?... What part of my
knowledge does it relate to?....” Application of the content is one of the skills
required in answering the Tourism question paper.
• You should consider the mark allocation when determining the length of your
responses.
• You must use tourism terms and concepts in your responses.
• Neat, legible handwriting is essential. Answer in full sentences, unless
otherwise indicated.
• You must leave time at the end of the examination to reflect on your answers.
Correcting poor expression, spelling and checking calculations will be to your
advantage.
• No marks will be awarded for only stating 'yes/no'; marks will be awarded for
the motivation/substantiation of the response.
Examples of instructions in the question paper
Section A - Examples of instructions from previous papers
1.1
Four options are provided as possible answers to the following
questions. Choose the answer and write only the letter (A–D) next
to the question number (1.1.1–1.1.20) in the ANSWER BOOK, for
example 1.1.21 D.
1.2
Give ONE word/term for each of the following descriptions by choosing
a word/term from the list below. Write only the word/term next to the
question number (1.2.1–1.2.5) in the ANSWER BOOK.
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1.3
1.4
Choose the correct word from those given in brackets. Write only
the word next to the question number (1.3.1–1.3.5) in the ANSWER
BOOK, for example 1.3.6 passport.
Choose the name of the South African World Heritage Site from
COLUMN B that matches a description in COLUMN A. Write only the
letter (A–F) next to the question number (1.4.1–1.4.5) in the
ANSWER BOOK, for example 1.4.6 G.
Choose a term from COLUMN B that matches the description in
COLUMN A. Write only the letter (A–F) next to the question number
(1.4.1–1.4.5) in the ANSWER BOOK, for example 1.4.6 G.
Choose an attraction/icon from COLUMN B that matches the picture
in COLUMN A. Write only the letter (A–G) next to the question
number (1.4.1–1.4.5) in the ANSWER BOOK, for example 1.4.6 H.
Choose a description from COLUMN B that matches the customer
feedback method in COLUMN A. Write only the letter (A–F) next to
the question number (1.4.1–1.4.5) in the ANSWER BOOK for
example 1.4.6 G.
1.5
Refer to the front page of The Times below. Match the event/situation
with the phrase/word(s) in the list below.
Use the pictures given as clues to complete the crossword puzzle.
Fill in FIVE icons, cities OR countries that a tourist will visit.
Do NOT copy the puzzle into the ANSWER BOOK. Write only the question
number (1.5.1–1.5.5) and the answer, e.g. 1.5.6 Pisa
Study the postcard below and answer the question that follows.
Name the FIVE countries visited by the tourist.
Write only the question number (1.5.1–1.5.5) and the name of the country in the
ANSWER BOOK, for example 1.5.6 China.
Identify the international icons/attractions below.
Write only the question number and the name of the icon in the
ANSWER BOOK.
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Tourists are visiting famous icons across the world. Study the world
map below and identify each icon (1.5.1–1.5.5) visited by tourists.
Write only the correct answer next to the question number (1.5.1– 1.5.5)
in the ANSWER BOOK, for example 1.5.6 Machu Picchu.
Section B – E: Examples of instructions from previous papers
Study the World Time Zone Map below and the airline route maps on the next
page and answer the questions that follow.
Study the World Time Zone Map below, read the information given and then
answer the questions that follow.
Read the information below, study the itinerary and answer the questions that
follow.
Study the information in the table below and answer the questions that follow.
Study the picture below and answer the questions that follow.
Read the information below and answer the questions that follow.
Study the currency table below and answer the questions that follow.
Read the case study below and answer the questions that follow.
Study the website article below and answer the questions that follow.
Study the brand images of companies below and answer the questions that follow
Read the statement below and answer the questions that follow.
Study the graph below and answer the questions that follow.
Study the photographs and the list of items below and answer the questions that follow.
Read the advertisement below and answer the questions that follow.
Study the exchange rate table below and answer the questions that follow.
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Refer to the icons below and answer the questions that follow.
Study the map below and answer the questions that follow.
1.
The use of Action words in the instructions
The Tourism paper caters for different learning abilities and you can expect
questions where you must think on a low, middle and high level. You will be
expected to answer the ‘know how/know why', and not only the 'know what'.
Identifying action verbs in each question, will help you to plan your response.
The following is a list of action verbs that are used in question
papers:
ACTION VERB
Describe
EXPECTED RESPONSE
Write down the characteristics of something in a logical and
well- structured way
Discuss/Reason
Investigate and state critically the aspects of the matter or
statement
Compare
Highlight similarities and differences. The learner should NOT
discuss or describe one matter first and then go to the next.
Arrange/Order
Order concepts, statements or descriptions according to a
particular criterion
Identify/Select
Identify the essential characteristics of the matter
Represent/ Make a
sketch
Give information without discussion or criticism, either in words or
in the form of a flow diagram, drawing or table
Evaluate/Discuss
critically
Plan
Assess the basis of a particular point of departure or criterion.
Highlight the strengths and weaknesses after the facts and/or
points of view have been considered.
Plan a method/modus operandi, e.g. an experiment
Name/State/List
Listing the basic facts without discussion
Give
Give the basic facts in sentences
Explain
Make clear, state simply so that the reader can understand.
Mere stating of a fact is not sufficient.
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Analyse
Divide into parts or elements and explain the relationship
Distinguish
Highlight the details that distinguish one thing from another
Predict
Anticipate what would happen
Summarise
Briefly highlight the main aspects of the whole issue/content,
but retain the essence – give an overview.
Calculate
Apply arithmetical and mathematical rules to reach an answer
REVISION PROGRAMME
Global Events, Political Situations and
Unforeseen Occurrences
Time: 1h 40min
MODULE 1: GLOBAL EVENTS / POLITICAL SITUATIONS
AND UNFORSEEN OCCURRENCES
INSTRUCTIONS
Study the information below and answer the questions.
1.
Explain the meaning of a global event.
2.
Complete the table below stating the date and place of the following global events.
Olympics
Year
2008
2012
2016
2020
Place
FIFA World Cup
Rugby world cup
Commonwealth
Games
Year
Year
Year
Place
Place
Place
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3.
4.
Match the event in column A with the description in Column B.
3.1
Column A
Mega event
A
3.2
Hallmark event
B
3.3
Regional event
C
3.4
Local event
D
Column B
Recurring events that have tradition attractiveness,
image and publicity.
An event that yields very high visitor numbers,
prestige and media coverage.
An event that occurs within a particular
destination, has a low demand internationally.
Events that occur in a particular region and have
appeal for the region.
Give TWO examples for each of the following events:
4.1
Mega event
4.2
Hallmark event
4.3
Regional event
4.4
Local event (in your province/area)
5.
Name THREE criteria to be considered when deciding whether an event is a global
event or not.
6.
Give the term used for tourism that focuses on meetings, incentives,
conferences and events.
7.
Identify the events represented by the icons below:
7.1
7.2
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7.3
7.4
7.5
7.6
7.7
7.8
7.9
7.10
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7.11
7.12
7.13
7.14
7.15
7.16
7.17
7.18
18
7.19
8.
Describe the main purpose and/or activity of following Global
Events:
8.1
2010 FIFA World Cup
8.2
Wimbledon
8.3
Comrades
8.4
Tour de France
8.5
Olympic Games
8.6
G8 Summit
8.7
Summits on climate change
9.
7.20
Discuss…
9.1
the positive effect of world events on international tourism.
9.2
the negative effect of world events on international tourism.
9.3
the impact of hosting a global event on domestic tourism of the host country.
Refer to positive and negative aspects.
9.4
the impact of hosting a global event on the economy of the host country
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Tour Plans, Route Planning & Travel Budget
Time: 2 hours
MODULE 2:
TOUR PLANS, ROUTE PLANNING & TRAVEL
BUDGETS
INSTRUCTIONS
Read the scenarios given below and Indicate what type of transport, accommodation and
activities you would suggest or avoid for these clients’ itineraries.
1.
1.1
1.2
1.3
Johan and Sylvia are newly married and want to visit Hawaii.
Two middle-aged Japanese couples who struggle to speak English, are interested
in architecture, history and culture.
A team of four paraplegic athletes in wheelchairs from England is in SA for a
competition. They wish to see the countryside and visit the battlefields
associated with England’s’ history.
1.4
Four elderly friends from New York are interested in game viewing, history, culture
and photography.
1.5
Scott Schneider from Germany is spending six months in SA during his Gap Year.
1.6
Jacques and Jackie from Pretoria have two children, aged four and six.
They want to visit Durban.
2.
Redraw the table in your answer book and complete the answers.
Example:
2.1
2.2
2.3
2.4
2.5
2.6
Transport
Accommodation Activities
Flights
Special offers for
honeymoon couples
Snorkelling
Night life
Romantic
restaurant
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3.
Study the holiday package below. Redraw the template in your answer book and
complete the itinerary.
Thompson Tours have a group of 5 tourists from Netherlands staying at the
Protea Hotel in Pretoria.
You are taking them on a guided day tour on 7 July 2020 that will include the
following:
•
•
•
•
•
•
Paul Kruger House
Church Square
Melrose House
Union Buildings
Freedom Park
Voortrekker Monument
There tour will take place in this order. You will use your company’s transfer,
Hyundai H1 to transport the group. Paul Kruger House is an hour’s drive through
the city from their hotel.
You will collect them from the hotel at 07:30 and return them back to the hotel
at 16:30. All entree fees are included in their tour price (ZAR 1800 pp) as well as
the lunch at Freedom Park.
Prepare a one-day itinerary for the group using the template provided to give
them an idea of how their day and time will be spent.
TEMPLATE FOR THE ITINERARY
Day
4.
Time
Transport
Attraction and
Activities
Additional
Information
Give an explanation why a thorough route planning is essential before going on
a tour through a neighbouring country.
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5.
A tour organiser must plan a trip for a couple from Bethlehem to Zambia.
Their departure time from OR Tambo is 20:00 on 5 March.
Name FIVE elements of an itinerary that a tour organiser should keep in mind when
planning a tour for his clients.
6.
Study the types of accommodation given below and answer the questions that follow.
Accommodation 1
Elise’s B & B
Accommodation 2
Icon Apartments
Accommodation 3
Cape Royal Hotel
Accommodation 4
Wilton Lodge
Offers the perfect
blend of privacy and
service at Cape Town’s
seaside. R300 pp/n
Children over the age
of 12 are R100.
Situated in the centre
of Cape Town.
Accommodation only a
10-minute walk from
Iziko South African
Museum.
R550 pp/n
This luxury 5-star hotel,
just a 10minute walk
from
Cape Town
Stadium. It offers
rooms with free WiFi, a
pool, gym and spa.
R1500 pp/n
Budget accommodation
available. Offers a fully
furnished guesthouse with
daily cleaning and breakfast
service.
R100 pp/n
For each type of accommodation, complete the following table by filling in the missing
information:
Accommodation
Elise’s Guest House
Type of budget that
would suite using this
accommodation
(low, middle, high)
(1)
Two types of
tourists this
accommodation will
suit
Type of transport this
type of tourist will suit
(2)
(1)
Icon Apartments
(1)
(2)
(1)
Cape Royal Hotel
(1)
(2)
(1)
Wilton Lodge
(1)
(2)
(1)
7. Explain why logical route planning is essential before travelling to a neighbouring
country.
8. The cost of the one-day excursion for the tourists in question 3 is R1 800.00.
Do a simple cost calculation for the day. Remember to include the applicable elements
of a budget in your calculation. The total of your calculation must add up to R1 800.00
and must exclude VAT.
22
Health and Safety / Travel Documents
Time: 2 hours
MODULE 3:
HEALTH AND SAFETY / TRAVEL DOCUMENTS
INSTRUCTIONS
Answer the questions below.
1.
Explain TWO reasons why tourists should obtain advice on the possible health
risks in the area they are travelling to.
2.
Give THREE objectives of the World Health Organization.
3.
Explain what a health certificate is.
4.
Give information on where tourists can go to get information on health matters
relating to travel plans and to get vaccinations.
5.
Distinguish between an epidemic and a pandemic.
6.
South Africa is in a better position regarding the spread of the Corona Virus.
Say whether you agree or disagree with this statement and motivate your
answer.
7.
When travelling abroad, tourists may need certain vaccinations.
Distinguish between compulsory vaccinations and recommended
vaccinations and give examples to substantiate your answer.
8.
Explain the following concepts to a tourist who wants to travel to an international
destination.
8.1
quarantine
8.2
contagious
8.3
preventative measures
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9.
10.
List SIX health precautions recommended by the WHO for tourists who plan to
visit high risk areas
Explain why it is necessary for tourists to take health precautions and prepare well
in advance before travelling.
SAFETY
11.
Have a group discussion and compile a list of criminal activities aimed at tourists.
12.
Name the crime prevention and victim support programme for the tourism
industry in South Africa.
13.
Predict what will happen to the South African tourism industry if the
government do not take crime prevention seriously.
14.
Recommend TWO ways how tourists can avoid crime …
14.1
when travelling by car.
14.2
in the street.
14.3
in the hotel / hotel room.
14.4
at night / after dark.
14.5
when leaving the airport.
TRAVEL DOCUMENTS
15. List FOUR travel documents when travelling internationally.
16. Explain why certain countries require visas as part of their entry requirements.
17. Give a possible reason why tourists avoid countries with very strict visa requirements.
18. Explain the differences between the following types of visas.
Visa
Transit visa
Working visa
Medical visa
Holiday visa
Diplomatic visa
Emergency visa
Description
`
24
19. Explain the process of obtaining an international driver’s permit in South Africa for
residents to use when travelling abroad.
20.
Name the requirements for South African citizens for obtaining an international
driver’s license.
Time Zones
Time: 2 hours
MODULE 4:
TIME ZONES
INSTRUCTIONS
Study a time zone map and make sure you understand how to interpret such a map.
Complete the questions below by filling in the missing word(s)
1.
The Universal Time Coordinate (UCT) is also known as .......... and …………….
2.
The 180-degree longitude is also known as …………………
3.
The equator divides the earth into a … and a … hemisphere.
4.
The 0-degree (0) ̊ line of longitude divides the earth into ……….. and ................
hemispheres.
5.
The … line of longitude has been adopted as standard time according to which
all time on earth is determined.
6.
The Earth rotate around its own axis from ………. to ………….
7.
Time is based on the lines of …………...
8.
One rotation takes ………… (time)
9.
One revolution takes ………….
10.
The earth is divided into …………… time zones.
11.
The degrees between one time zone and the next is …………..
25
12.
The time difference between one time zone and the next is …
13.
South Africa reads its time from ………………… or ……………………
14.
The time of countries located west of the 0-degree line of longitude is ………… than
countries located east.
15.
Using DST allows a country to … one hour of daylight.
16.
Universal time was previously known as …………………
17.
When moving across the IDL from west to east, travellers will ……………… one day.
18.
All travel itineraries that include flight departure and arrival times reflect the ………….
time.
19.
DST always applies in ………. (season)
20.
One advantage of DST is …………………..
Interpret the picture below. Discuss the impact of time differences on travel plans.
26
Time Zones (continued)
Time:
MODULE 5: TIME ZONES
INSTRUCTIONS
Study the information below and answer the questions that follow:
TIME DIFFERENCES
It is 09:00 in South Africa.
What will the time and day be in New York?
2 hours
27
STEP 1:
Identify the time zones of the countries in question
1. Use the time zone map to identify the time zones
South Africa = +2; New York is = -5
2. Use the coordinates to identify the time zones
Divide the coordinates by 15 ̊
South Africa = 30 E̊ = 30/15 = 2
New York = 75 ̊W = 75/15 = 5
Step 2:
Determine the time difference between the two countries
SOLUTION
1.
Use the time zone map: Put a finger on the Time zone for SA (+2) and move until you
reach the time zone for New York (-5), as your finger move you count the number of
time zones that you cross.
2.
Draw a number line to represent all the time zones and count the timelines from one
country to the next.
-6
-5
-4
-3
-2
-1
0
1
2
3
4
5
3.
Use this simple rule of the signs (+ / -) to determine the time difference: If the signs are
the same (both plus (+) or both minus (-) you SUBTRACT the smaller number from the
biggest one i.e. South Africa + 2, and Bangkok +7, Time difference will be 5 hours. If
they are one plus (+) and the other one minus (-) you ADD the time zones together i.e.
South Africa = +2
New York = - 5
Time difference = 7 hours
6
28
Step 3:
Determine the direction of travel to see if you should add the time difference or subtract the
time difference, to determine actual time
Always start from the known country (SA) to the unknown country (New York, USA) If you move
forward / to the right/east from known to unknown, you will ADD the time difference.
If you move backward / to left/west from known to unknown, you will SUBTRACT the time difference
If you move from SA (known) to New York (unknown), you are travelling backwards/ to the left
therefore you will subtract the time.
1. On Time zone Map: finger on +2 and move to -5, at every time zone that you cross you
2.
3.
subtract one hour.
On 24 hr clock: Start at known time and move backwards while counting 7 hrs
Mathematically: Subtract 7 from 9 to determine actual time.
SOLUTION
South Africa = +2
New York = - 5
Time difference = 7 hours
(known time – time difference = actual time)
09:00 – 7hrs = 02:00 It will be 02:00 on the same day
ACTIVITY 1
Determine the time difference between the following countries:
South Africa and:
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Moscow
Beijing
Melbourne
Rio de Janeiro
Vancouver
Perth
Tokyo
Adelaide
Paris
Tehran
29
Indicate the time zone for countries along the following lines of longitude
1. 120 W
̊
2. 135 ̊ E
3. 60 E̊
4. 75 ̊ W
5. 75 ̊ E
________________
________________
________________
________________
________________
ACTIVITY 2
Determine the time and day in South Africa if it is:
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
07:00 in Alaska (135 W
̊ )
02:00 in New Zealand
06:00 in Athens (15 ̊E)
15:00 in Dallas
24:00 in Tokyo
18:00 in Sydney
18:00 in Rio de Janeiro
22:00 in Bangkok
12:00 in Mumbai
13:00 in Tehran
How to write time:
DO NOT use the “h”, o’clock or “am/pm”
Correct use of writing time
30
Time Zones Calculations
Time: 1h 40min
MODULE 6:
TIME ZONES CALCULATIONS
INSTRUCTIONS
Study the information below and answer the questions that follow.
FLYING TIME
Tourists often travel between countries/cities situated in different time zones. Therefore, it is
important for a tourist to be able to determine what his arrival time will be in the country.
Flying time refers to the approximate time that has elapsed since his/ her departure.
How to calculate Arrival and Departure time
If you want to determine the arrival time you must ADD the flying time to
the answer obtained after step 3.
If you want to determine the departure time you must SUBTRACT from the answer obtained
after step 3
Example
Andile Mangu from South Africa will be departing on a business trip to Rio de Janeiro on 21
March 2009 at 08:00 and his flight will last for fourteen hours. What will the time and date be
when he arrives in Rio De Janeiro?
Instruction 1: Complete steps 1 – 3
South Africa = +2
Rio de Janeiro = - 3
Time difference = 5hrs
08:00 – 5hrs = 03:00
31
Instruction 2: Add the flying time
03:00 + 14 hrs flying time = 17:00 on 21 March 2009
Now try this one:
Mr. Nessy and his wife, from Johannesburg want to visit family in Perth. They will be departing
on Thursday 22 June 2009 at 14:00. The flying time is eleven and a half hours.
Calculate the time, date and day of arrival.
ACTIVITY 3 – Flying time.
Show all your calculations.
1.
A Flight leaves Cape Town for Paris, France on 23 November at 15:20. The Journey
takes 10 hours and 10 minutes. Calculate the time and date when the plane lands in
Paris.
2.
An executive from Cape Town arrives in Sydney, Australia at 14:30 on 14 May 2019 for
a meeting. The flying time was 23 hours. At what time and date did his flight depart
from SA?
DAYLIGHT SAVINGS TIME (DST)
Daylight saving time refers to the time when certain countries set their clocks ahead of
standard time by one hour in spring and back again in autumn. Mostly referred to as
summertime.
32
Determine which countries are using DST.
Take note of any dates in the question. Countries only apply DST in summer.
DST makes a difference of 1 hour to the actual time. It will be ONE hour later.
If both countries use DST at the same time, it will have no effect on the answer Always ADD the 1 hour
for DST at the end of your calculations.
EXAMPLE
It is Friday 04 July in New York. An exchange student living in Durban would like to call his
parents at home in New York at 17:00 SAST. What will the time be in New York when he calls?
South Africa = +2
New York
= -5
Time difference 7hours
17:00 – 7hrs = 10:00 + 1hr (DST) = 11:00 the same day/ Friday 04 July
ACTIVITY 4
1.
It is Christmas Day in South Africa at 15:00. What is the time and date in Rio de Janeiro?
2.
Flight SA 203 departs OR Tambo International Airport at 19:00 for New York on 23
June. The flying time is 17hours.What will the time and date be when the plane
arrives?
3.
What is the time in Sydney if it is 09:00 in Los Angeles on 1 February?
4.
Matthew lives in London. His sister lives in Sydney. It is her 50th birthday on 02
November, he would like to call her at 07:00 local time in Sydney. At what time and on
which date should he call her?
33
Reinforcement
Time: 1 hour
MODULE 7:
REINFORCEMENT
INSTRUCTIONS
Solve the puzzles on the next pages.
34
Start with “Jet”
35
36
Compiled by E Ferreira (SES: Services Subjects NMB District)
TERM 2
TOPIC: TOURISM ATTRACTIONS
Tourist
attraction
Icon
PICTURE OF
WORLD ICON
A tourist attraction is a place, an area, a building or an event of interest that
tourists visit for its historical significance, cultural value, natural or humanmade beauty or entertainment opportunities.
An icon in the tourism context is an attraction or feature that is world
famous, has symbolic value and is closely associated with a particular
destination.
NAME OF WORLD
ICON
NAME OF
COUNTRY
NAME OF
CITY/TOWN/
AREA
City:
Sydney
Sydney Opera
House
Australia
Ayers Rock /
Uluru-Kata Tjuta
National Park
Australia
State:
Northern
Territory
The statue of
Christ the
Redeemer
Brazil
City:
Rio de Janeiro
Niagara Falls
Canada
and
USA
Colosseum
Italy
Cities:
Niagara Falls,
Ontario
(Canada)
and
Niagara Falls,
New York
(USA)
City: Rome
Leaning Tower of
Pisa
(Piazza del Duomo)
Italy
City: Pisa
WHY IS IT AN ICON
It is universally recognised as
an architectural masterpiece
of the 20th century because of
its design and construction
Uluru or Ayers Rock is a
unique, massive, round rock
formation composed of hard,
red sandstone. It also known as
an “island mountain” and twothirds of the rock is buried 5
km underground.
With its outstretched arms
overlooking the city of Rio de
Janeiro it is one of the most
famous statues in the world
and is known not only for its
dramatic location and size, but
also as a symbol of Christianity
and peace.
The Niagara Falls is the most
famous waterfall in the world.
It is one of the biggest and
most powerful and receives
more visitors than any other
waterfall.
The Colosseum is the largest
amphitheatre constructed
during the Roman Empire and
is regarded as the greatest
example of Roman
engineering and architecture.
It is nearly 2 000 years old.
Because of its beauty and the
fact that it has tilted, this
freestanding bell tower or
37
PICTURE OF
WORLD ICON
NAME OF WORLD
ICON
NAME OF
COUNTRY
Venice
Italy
NAME OF
CITY/TOWN/
AREA
City: Venice
Vatican City
Italy
City: Rome
The Great
Pyramids of Giza
Egypt
City: Giza
The Sphinx
Egypt
City: Giza
Berlin Wall
Germany
City: Berlin
Black Forest
Germany
State: BadenWürttemberg
The Dome of the
Rock
Israel
City:
Jerusalem
campanile, known as the
Leaning Tower of Pisa, is one
of the most recognisable
structures in the world.
WHY IS IT AN ICON
Venice, a city built on 118
small islands linked by canals
and bridges is one of the most
beautiful cities in the world
and famous for its architecture
and art.
Vatican City, also known as the
Vatican, is the world’s smallest
independent city state, the
seat of the Roman Catholic
Church and is ruled by its head,
the pope.
The Pyramids of Giza were
constructed over 4 500 years
ago as massive tombs for the
Egyptian pharaohs. The
pyramids are symbols of
Egypt’s history and culture.
They serve as evidence of the
ancient Egyptians’ technical
advancement.
The Sphinx is a huge statue of a
creature with the body of a
lion and the head of a human.
It is carved out of a single
block of limestone and is one
of the largest and most
recognisable statues in the
world, and a symbol of Egypt.
Built in 1961, the Berlin Wall
was a concrete wall separating
West Berlin from East Berlin in
East Germany. It symbolised
the division between
democracy and communism
during the Cold War.
The Black Forest is known for
its beautiful scenery consisting
of mountains covered with
pine and fir trees, valleys,
lakes, mineral springs and
picturesque villages.
The Dome of the Rock is an
Islamic shrine built on a sacred
rock. It is the third most holy
38
PICTURE OF
WORLD ICON
NAME OF WORLD
ICON
NAME OF
COUNTRY
NAME OF
CITY/TOWN/
AREA
City:
Jerusalem
The Wailing Wall
Israel
The Great Wall of
China
China
City: Beijing
The Parthenon
Greece
City: Athens
The Taj Mahal
India
City: Agra
The Blue Mosque
Turkey
City: Istanbul
The Eiffel Tower
France
City: Paris
site in the world for Muslims
after Mecca and Medina. The
Prophet Muhammad, the
founder of Islam, is believed to
have ascended to heaven from
this site.
WHY IS IT AN ICON
The Wailing Wall, located on
the west of the Temple Mount
in the old city of
Jerusalem, is the holiest Jewish
site in the world.
The Great Wall of China dates
back 2 000 years and is the
world’s longest human-made
defensive structure. It is not
only a symbol of China’s
history and culture, but it is
testament to ancient Chinese
determination and
engineering skills.
The Parthenon is the remains
of a 2 500-year-old temple
located on the Acropolis, a hill
overlooking the city of Athens,
Greece. It is a symbol of
ancient Greek civilisation and
its most famous surviving
building.
The Taj Mahal is constructed of
white marble. It was built by
an Indian ruler as a symbol of
his everlasting love for his
deceased wife. The
Taj Mahal is regarded as an
architectural masterpiece and
one of the most beautiful
buildings in the world.
The Blue Mosque in Istanbul,
Turkey, with its cascading
domes, decorated with
ceramic blue tiles on the
inside, its courtyards and six
minarets, is considered
one of the most beautiful
mosques in the world.
The Eiffel Tower is the world’s
most famous tower and a
symbol of Paris. It is the tallest
structure in Paris and the
most-visited tourist attraction
39
PICTURE OF
WORLD ICON
The French Riviera
France
City: Nice
NAME OF WORLD
ICON
NAME OF
COUNTRY
Mount Fuji
Japan
NAME OF
CITY/TOWN/
AREA
City: Tokyo
Chichen Itza
Mexico
Region:
Yucatán
Peninsula
Petra
Jordan
City:
Wadi Musa
Mount Everest
Nepal
City:
Kathmandu
Mecca
Saudi
Arabia
City:
Mecca
The Swiss Alps
Jungfrau-Aletsch
Switzerland
Area: Cantons
of Berne
and Valais
in the world that charges an
admission fee.
The French Riviera or Côte
d’Azur is one of the most
famous and luxurious coastal
resort areas in the world. It
lies on the Mediterranean
coast of south-eastern France
on the border with Italy.
WHY IS IT AN ICON
Mount Fuji is the highest
mountain in Japan. This
volcanic mountain is world
famous for its near perfect
symmetrical cone shape and is
recognised as a symbol of
Japan.
Chichen Itza is the ruined
remains of a large, ancient
Mayan city. It is one of the
best-preserved archaeological
sites of the ancient Mayan
civilization.
This desert city, hidden in a
narrow valley between by
mountains, has been carved
from solid rock, making it one
of the most spectacular
ancient cities in the world.
Petra, which means “rock” in
Greek, was constructed
around 100 BC as the capital
city of the Nabateans, an Arab
tribe.
Mount Everest is the highest
mountain in the world. The
peak is 8 848 m above sea
level.
Mecca, the most sacred city of
the Islam faith, is the spiritual
centre of all Muslims. It is the
birthplace of the Prophet
Muhammad, the founder of
the Islamic faith, and the focal
point of Muslim pilgrimage.
The Swiss Alps JungfrauAletsch is a protected area in
south-western Switzerland.
This beautiful region has high
mountain peaks that are
permanently covered in snow,
glaciers and valleys.
40
PICTURE OF
WORLD ICON
Windmills
The
Netherlands
Area:
All over the
Netherlands
NAME OF WORLD
ICON
NAME OF
COUNTRY
Machu Picchu
Peru
NAME OF
CITY/TOWN/
AREA
City: Cuzco
Auschwitz
Poland
City:
Auschwitz
The Algarve
Portugal
City: Faro
Alcázar of Segovia
Spain
City: Segovia
Bullfights
Spain
Cities: Madrid,
Seville and
Pamplona
Floating markets
Thailand
City: Bangkok
Windmills are one of the main
symbols associated with the
Netherlands. Not only are they
characteristic of the Dutch
landscape, they are also a
symbol of the Dutch struggle
against water.
WHY IS IT AN ICON
Machu Picchu, an ancient Inca
city in the Andes Mountain in
Peru, is one of the most
important and mysterious
archaeological sites in the
world. It is also known as The
Lost City of the Incas.
Auschwitz was Nazi Germany’s
largest concentration camp,
forced labour and
extermination camp complex
in Europe from 1940 to 1945.
Today it serves as
a symbol of the Holocaust and
humanity’s cruelty to its fellow
humans during World War II.
The Algarve is Portugal’s most
popular tourist region and
one of Europe’s favourite
holiday destinations. This
region is renowned for the
natural beauty of its dramatic
coastline, sunny weather,
excellent beaches,
opportunities for outdoor
activities and great food.
The Alcázar of Segovia is the
most recognisable fortress
castle in Spain. It is built on top
of a huge rocky hill and shaped
like the bow of a ship. This
fortress dates back centuries
and is one of the most visited
monuments in Spain.
The practice of bullfighting, in
which a bullfighter in a public
display provokes and then kills
a bull with a sword, is
universally associated with
Spain’s history and culture.
The colourful and vibrant
floating markets where traders
sell their goods from their
boats on the rivers and canals
41
PICTURE OF
WORLD ICON
NAME OF WORLD
ICON
NAME OF
COUNTRY
The Kremlin
Russia
NAME OF
CITY/TOWN/
AREA
City: Moscow
The Red Square
Russia
City: Moscow
Big Ben
United
Kingdom
City: London
Buckingham
Palace
United
Kingdom
City: London
Tower of London
United
Kingdom
City: London
Tower Bridge
United
Kingdom
City: London
have become a symbol of the
traditional way of life in
Thailand.
WHY IS IT AN ICON
The Kremlin is a fortified
complex of buildings in the city
of Moscow. The monumental
walls, towers, cathedrals and
palaces that make up the
Kremlin form a living museum
of Russian history, culture and
architecture. It is also a symbol
of the Russian state.
The Red Square in the centre
of Moscow, Russia is a large
public square surrounded by
significant buildings. It has
been the site of many
historical events since the 15th
century and is considered to be
the most famous tourist
attraction in Moscow.
Popularly referred to as Big
Ben, the Elizabeth Tower of
the Palace of Westminster is
recognised worldwide as a
symbol of the city of London
and the United Kingdom.
Buckingham Palace is the
official residence and
administrative headquarters
of the British monarch. It is a
major tourist attraction in
London.
The Tower of London is an
ancient fortress palace
complex and one of the oldest
buildings in London. It is a
symbol of royal power dating
back to the 11th century.
London's Tower Bridge is one
of the most recognizable
bridges in the world. Tower
Bridge (built 1886–1894) is a
combined bascule and
suspension bridge in London
which crosses the River
Thames. It is close to the
Tower of London, from which it
takes its name, and has
become an iconic symbol of
London.
42
PICTURE OF
WORLD ICON
NAME OF WORLD
ICON
NAME OF
COUNTRY
The Statue of
Liberty
United
States of
America
The Grand Canyon
United
States of
America
NAME OF
CITY/TOWN/
AREA
City: New York
State: Arizona
WHY IS IT AN ICON
The Statue of Liberty was a gift
from France to the USA. It has
become one of the most
recognisable landmarks in the
world and a universal symbol
of freedom because it stands
in New York Harbour which is
where all immigrants to the
United States used to arrive by
boat.
The Grand Canyon is one of
the largest gorges in the
world. With its overwhelming
size and magnificent
landscape, it is one of the most
spectacular natural wonders
and best examples of erosion
in the world.
43
LOCATION OF WORLD TOURIST ICONS ON A MAP
44
45
46
47
48
Factors
contributing to the
success of a tourist
attraction
Characteristics of a
successful tourist
attraction












Excellent marketing of tourism products locally/or internionally
Sustainable and responsible management plans
Efficiency and ethical behaviour of staff and management
Positive experience of visitors
Safety and crime prevention
General appearance and upkeep of the attraction
Considering the needs of people with disabilities
Universal access
Actual number of visitors exceeds the target number of visitors
Repeat visits
Income generated exceeds target figures
Positive impact on local community and environment
49
TOPIC: FOREIGN EXCHANGE
GDP
Benefits of GDP
growth to SA
economy
Multiplier effect







The value of all goods & services produced within a country in a year.
The GDP is used to measure economic progress in a country
Income generation
Employment / job creation
Infrastructure improvement
Skills development
The multiplier effect is when money, spent by tourists, filters down
through the economy benefitting employees and other businesses
Tourists spend money when traveling.
This money goes into the local economy.
This money is then spent by local businesses to purchase goods and pay
employees.
The multiplier
effect and its link
to the GDP
The buying power
of the Rand
If the Rand is
strong
If the Rand is weak
This re-spending of the money expands the local economy, creating the
multiplier effect.
 The value of expenditure is multiplied and has a positive economic
effect.
 Money spent in a particular area helps to create jobs.
 The jobs, in turn, create demand for other products & services in the
local economy.
 Money therefore filters through to all levels of the economy.
 The amount of foreign currency you can buy with your Rand is referred
to as the buying power of the rand.
 If the rand can buy a lot of the other currency, we say the rand is strong
in relation to the other currency.
 If the rand can only buy a little of a particular currency, we say that the
rand is weak in relation to that particular currency.
 The foreign tourists will receive less Rand’s for their currency
 Foreign tourists will have less money to spend
 Inbound tourists will visit for a shorter period or will not visit at all
 Tourism will contribute less to South Africa’s GDP and the economy will
decline
 Can lead to job losses
 More inbound tourists will visit SA
 Foreign tourists get more Rand’s for their currency
 Foreign tourists have more money to spend during their visit
 Foreign tourists will visit for longer periods
 This will lead to an increase in the GDP and will have a positive impact
on the economy
 It can lead to job creation
50
Bank Selling Rate
Bank Buying Rate
When doing a
foreign exchange
calculation always
look at it from the
Bank’s position
Currency rate
sheet

The rate at which the foreign exchange dealers e.g. commercial banks,
will sell foreign currency
 The rate at which the foreign exchange dealers e.g. commercial banks,
will buy foreign currency
What is the Bank doing with the foreign currency?
 Is the bank selling foreign currency? (BSR)
 Is the bank buying foreign currency? (BBR)


Convert a major
currency to the
South African Rand
(ZAR)
Convert the South
African Rand (ZAR)
to a major
currency
The effect of
exchange rates on
international
tourism
Fluctuations in
exchange rates
A currency rate sheet is a list of the rates of exchange (RoE) at which
foreign currencies are bought and sold.
This rate will determine how much foreign currency you will receive,
when you exchange your money.
MULTIPLY by the Rate of Exchange e.g. USD150 × 14,83 = R2 224,50
DIVIDE by the Rate of Exchange e.g. R15 000 ÷ 16,65 = € 900,90
IF THE RAND IS STRONG
Outbound tourists:
 South African outbound tourists will be more likely to travel to
international destinations.
 Outbound travel will be more affordable.
Inbound tourists:
 South Africa will be regarded as an expensive destination.
 International inbound tourists may consider travel to cheaper, more
value for money destinations.
IF THE RAND IS WEAK
Outbound tourists:
 South African outbound tourists will find it expensive to travel to most
international destinations.
 South Africans will choose destinations where they will receive the
greatest value for their money.
Inbound tourists:
 Many international inbound travellers will visit South Africa.
 South Africa will be regarded as a value for money destination.
 Changes in the value of a currency in relation to another currency.
 Currencies fluctuate based on supply and demand.
 Supply and demand are linked to various factors e.g. the country's
monetary policy, the rate of inflation, political and economic
conditions in the country.
51
TOPIC: DOMESTIC, REGIONAL AND INTERNATIONAL TOURISM
Forms of payment
when travelling
internationally








Foreign market
share
Land markets

Air markets


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 (Cash Passport card /Travel
Wallet/International Travel Card)
The portion of the inbound tourism market that is controlled by a
specific country
Land markets are countries where at least 60% of arrivals from the
country arrive by land (Botswana, Lesotho, Malawi, Mozambique,
Namibia, Swaziland, Zambia and Zimbabwe)
Air markets are those countries where at least 60% of arrivals from the
country arrive by air
52
TERM 3
TOPIC: MARKETING
The importance of
marketing South
Africa
internationally
The core business
of SA Tourism


Increase in annual volume of foreign arrivals to SA
Increase in international awareness of South Africa as a travel
destination

Marketing South Africa internationally as a tourism destination of
choice
Maintaining and enhancing the standard of facilities and services for
tourists
Coordinating the marketing activities of role players in the industry
ITB (Berlin)
World Travel Market (London)

Opportunities for
marketing SA
internationally
Funding for SA
Tourism’s
international
marketing
initiatives









Branding







Opportunities to
promote SA and
the southern
African region to
the world


TOMSA is a private sector initiative created to raise additional funds for
marketing South Africa internationally.
Tourism businesses (e.g. accommodation, car rental, tour operators and
travel agents) collect a voluntary 1% levy from tourists
The businesses pay the levies directly to TOMSA
TOMSA as the collecting agency transfers the funds to Tourism Business
Council of South Africa (TBCSA)
TBCSA makes the funds available to SA Tourism
SA Tourism uses the funds to market South Africa both domestically
and internationally.
Helps create a positive, unified image of South Africa.
A brand that is built on pride.
A recognisable brand to promote South Africa on an international
platform.
It enables South Africa to function as a competitive destination in the
global arena.
A strong brand positions our country as an attractive destination
partner for trade and investment.
A recognisable global brand inspires positive thoughts and feelings
about the country will convince people to travel to South Africa
It showcases South Africa’s successes and motivates investor
confidence.
Tourism Indaba (Durban)
Getaway Show (Cape Town and Johannesburg)
53
TOPIC: SUSTAINABLE AND RESPONSIBLE TOURISM
The three pillars of
Sustainable
Tourism



Responsible
Tourism and
Tourists



The Principles of
Fair Trade in
Tourism






Environment (planet):
Good environmental practices, such as resource management (energy
and water), waste management (reduce, re-use, recycle), litter control,
pollution control, environmentally friendly building, promotion of
indigenous flora and control of alien invasive plants in grounds and
gardens
Economy (profit):
The role of business. The responsible attitude of a tourism business
towards the people and environment it affects. Ways to practise it:
ownership, employment, procurement of local goods and services
Social (people):
Considering the positive and negative effects of tourism on local
communities, culture and heritage. Corporate social investment (CSI) in
tourism, such as financial or nonfinancial support given by tourism
companies to health/sport/education/youth projects
Codes of conduct for tourist behaviour (social, economic and
environmental): These are guidelines addressing responsible and
appropriate behaviour when visiting a destination.
How can a tourism destination attract environmentally (people, planet,
profit) conscious tourists?
The contribution of Fair Trade Tourism (FTT) towards encouraging
responsible and sustainable practices
Fair share
All participants involved in a tourism activity should get their fair share
of the income, in direct proportion to their contribution to the activity.
Democracy
All participants involved in a tourism activity should have the right and
opportunity to participate in decisions that concern them.
Respect
Both host and visitor should have respect for human rights, culture and
environment.
Transparency
Tourism businesses should establish mechanisms of accountability.
Reliability
The services delivered to tourists should be reliable and consistent.
Basic safety and security for both host and visitor should be ensured.
Sustainability
The tourism businesses should strive to be sustainable.
54
TOPIC: CULTURE AND HERITAGE TOURISM
World Heritage
Sites
The role of
UNESCO
World Heritage
Sites in South
Africa
The value of World
Heritage Sites to
South Africa

World Heritage Sites are places of outstanding universal value and have
been awarded international recognition by the United Nations
Educational Scientific and Cultural Organisation (UNESCO)
 Constant monitoring to maintain and protect the status of the World
Heritage Sites
 Provide support in terms of management plans.
 Assistance with upgrading of facilities in the event of an unforeseen
occurrence.
 Financial aid is provided in cases of unforeseen occurrences.
 Engage with relevant stakeholders when the World Heritage Sites are
threatened.
 Education / create awareness
 Promote co-operation and development.
 Encourage people to nominate sites to be included in the World
Heritage Site list.
 Support countries in building public awareness for the protection of
World Heritage Sites.
 Encourage the local population to preserve their cultural and
 natural heritage.
NAME OF WHS
PROVINCE
TYPE
Cradle of Humankind (1999)
Gauteng
Cultural
Mapungubwe Cultural Landscape
Limpopo
Cultural
(2003)
Robben Island (1999)
Western Cape
Cultural
Richtersveld Cultural and Botanical
Northern Cape
Cultural
Landscape (2007)
Khomani Cultural Landscape (2017)
Northern Cape
Cultural
Cape Floral Region Protected Areas
Western Cape
Natural
(2004)
iSimangaliso Wetland Park (1999)
KwaZulu Natal
Natural
Vredefort Dome (2005)
Free State
Natural
Barberton Makhonjwa Mountains
Mpumalanga
Natural
(2018)
uKhahlamba-Drakensberg Park (2000) KwaZulu Natal
Mixed






The sites receive national and international recognition which will result
in an increase in visitor numbers.
An increase in tourist numbers will lead to the creation of job
opportunities due to increased demand for services.
Tourism will generate income due to a demand for products and
services e.g. accommodation, transport, entry fees, food, drink, etc.
Increased visitor numbers will set the multiplier effect into motion.
Standards of living will be improved through money directly or
indirectly earned by tourism.
There will be a boost in the economic activity lending itself to increased
GDP and benefiting all establishments in the area
55
LOCATION OF WORLD HERITAGE SITES ON A MAP OF SOUTH AFRICA
TOPIC: COMMUNICATION AND CUSTOMER CARE
The purpose of
obtaining
customer feedback
Methods to obtain
customer feedback
Positive impact of
excellent service
delivery


















To identify areas of customer service that need improvement
To adapt service to accommodate changing customer needs.
Positive feedback serves as staff motivation to deliver excellent service
It can prevent the company from losing customers to competitors
Surveys
Questionnaires
Feedback cards
Follow up calls
SMS messages on cell phones
Web-based responses
Customer loyalty and repeat business
Fewer customer complaints
Reduced marketing budget
Increased sales
Improved public image
Edge over the competition
More effective employees
Motivated staff members
56
TERM 4
TOPIC: TOURISM SECTORS
Factors that
contribute to a
professional image
in the tourism
industry
Contract of
employment

Image of the company:

Image of the staff:

A contract of employment is a signed agreement between an employer
and an employee
It sets out the conditions of employment particular to the employee
and his specific position
An employment contract should outline all the main terms and
conditions of employment and signifies the mutual agreement by the
employer and employee to these terms and conditions
The contract of employment describes the basic conditions of
employment such as:
 working hours
 uniform allowances
 travel benefits
 leave
 core duties
 fringe benefits
 remuneration and deductions
 termination of service
 professional accountability and responsibility
 service ethics



57
Code of Conduct


The purpose of a
code of conduct





The value of a
code of conduct




A code of conduct is a set of rules that provides guidance to all staff on
what is acceptable behaviour.
The code of conduct forms part of an organisation’s contract of
employment and is applicable to all employees
Spells out the conduct expected of staff in the performance of their
duties
Provides guidance for employees faced with ethical challenges
Outlines how to handle any conflict and what is expected if conflict of
interests occurs
Outlines the level of professionalism employees should adopt in
keeping with the reputation and standards of the business
Acts as a public statement providing the customers of a business with
an understanding of the ethics of the company
Creates a cooperative, collaborative atmosphere
Promotes integrity in the workplace.
A code of conduct is useful as it sets out what is important to a business
(its ethics and principles) and prescribes how staff should behave while
at work. It helps to identify, and state clearly which behaviour is
welcome, and which is not.
A code of conduct or statement of business ethics not only guides staff
but also supports a brand statement and projects the image a company
would like to portray.
58
ADDENDUM:
GRADE 12 TOURISM
PAST NSC EXAMINATION
QUESTION PAPERS AND MEMORANDA
(2017 – 2019)
59
60
NSC
INSTRUCTIONS AND INFORMATION
Read the instructions carefully before answering the questions.
1.
This question paper consists of FIVE sections.
2.
Answer ALL the questions.
3.
Start EACH question on a NEW page.
4.
In QUESTION 3.1, round off your answers to TWO decimal places.
5.
Show ALL calculations.
6.
You may use a non-programmable calculator.
7.
Use the mark allocation of each question as a guide to the length of your
answer.
8.
Write neatly and legibly.
9.
The table below is a guide to help you allocate your time according to each
section.
SECTION
TOPIC
MARKS
TIME
(minutes)
A
Short Questions
40
20
B
Map Work and Tour Planning; Foreign Exchange
50
50
C
Tourism Attractions; Culture and Heritage Tourism;
Marketing
50
50
D
Tourism Sectors; Sustainable and Responsible
Tourism
30
30
E
Domestic, Regional and International Tourism;
Communication and Customer Care
30
30
200
180
TOTAL
61
SECTION A: SHORT QUESTIONS
QUESTION 1
1.1 Various options are provided as possible answers to the following questions.
Choose the answer and write only the letter (A–D) next to the question
number (1.1.1–1.1.20) in the ANSWER BOOK, for example 1.1.21 D.
1.1.1
Gondolas and canals are associated with this city:
A
B
C
D
1.1.2
The disease caused by drinking contaminated (polluted) water:
A
B
C
D
1.1.3
New York
Johannesburg
Moscow
Venice
Malaria
Yellow fever
Cholera
Bird flu
A symptom of jet lag:
A
B
C
D
Itchy skin
Increased appetite
Loss of appetite
Skin discolouration
1.1.4 The yen is the currency used in this country:
A
B
C
D
1.1.5
Japan
Thailand
China
Russia
San Francisco (UTC -8) lies … of Beijing (UTC +8).
A
B
C
D
north
south
east
west
62
1.1.6 Buckingham Palace is the residence of the … royal family.
A
B
C
D
Scottish
Welsh
Irish
British
1.1.7 An ancient structure in Jordan carved out of solid rock:
A
B
C
D
Everest
Petra
Niagara
Mecca
1.1.8 Universal access refers to the ability …
A
B
C
of people with special needs to access tourist
attractions.
of people with special needs to access unlimited
websites on the Internet.
to use biometric scanning in order to access the Internet.
D to access tourism resources for research.
1.1.9 The natural World Heritage Site located in KwaZulu-Natal:
A
B
C
D
Vredefort Dome
Mapungubwe Cultural Landscape
iSimangaliso Wetland Park
Cradle of Humankind
1.1.10 The tourism trade show below is where …
A
B
C
D
South Africa's domestic attractions are marketed.
only medical tourism is marketed.
international tourists market the country.
businesses are marketed by the grading council.
63
1.1.11
One of the criteria used by the TGCSA to determine the
professional image of an accommodation establishment:
A
B
C
D
1.1.12
Democracy
Physical appearance
Number of staff
Multiplier effect
A hotel group wants to build a skyscraper hotel (tall, multi-storey hotel)
in the Kruger National Park.
According to the triple bottom-line approach this would be …
A
B
C
D
socially irresponsible.
economically irresponsible.
privately responsible.
environmentally irresponsible.
1.1.13 The most ethical (right) way for the captain of a cruise liner to deal with the
situation below is to …
ETHICS IN THE WORKPLACE
I can now leave the
ship – everyone is
rescued.
A
B
C
D
leave the ship first, as the captain of the ship.
first ensure the safety of his crew members.
ensure that all passengers and crew leave the ship before
him.
D abandon (leave) the ship immediately after issuing a
warning.
64
1.1.14
A cultural village was forced to cancel the outdoor dance
programmes for international tour groups due to continuous
heavy rains and floods.
The cancellation of the outdoor dance programmes …
A
B
C
D
1.1.15
had no economic impact on the community.
resulted in the community losing income.
impacted positively on the community.
enabled local procurement of services.
The best advice a hotel could give its guests to save water, as
part of the hotel's responsible and sustainable practice, is to …
A
B
C
D
shower instead of bath.
wash themselves in the hotel's swimming pool.
bath instead of shower.
keep quiet about the water issue.
1.1.16 A global event that happens every four years:
A
B
65
C
D
1.1.17 One of the performance indicators (aspects) SATourism reports on:
A
B
C
D
Communication
Gratuities
Surcharges
Seasonality
1.1.18 The statistics showing low international visitor numbers to certain
attractions give the provincial tourism authorities the
opportunity to …
A
B
C
D
1.1.19
dismiss employees at the attractions.
upgrade and market the attractions.
market attractions in other provinces.
increase the province's outbound travel.
When analysing tourism statistics, the term wildlife refers to
activities where tourists …
A
B
C
D
participate in sports events.
attend arts festivals and music festivals.
visit reserves where animals roam freely.
D gamble at casinos and visit spas.
66
1.1.20 A reason why tourism companies use SMSs as a feedback method:
A
B
C
D
It is a personal way of reaching individual tourists.
The message is received immediately, even when
the cell phone battery is flat.
An operator can speak to the tourist and ask questions.
Airtime can be exchanged for loyalty points.
(20 x 1)
(20)
1.2 Give ONE word/term for each of the following descriptions by choosing
a word/term from the list below. Write only the word/term next to the
question number (1.2.1–1.2.5) in the ANSWER BOOK, for example
1.2.6 Bank buying rate.
stationery; local environment; criticism; market share; local procurement;
foreign expenditure; terrorism; working hours; survey
1.3
1.2.1
A restaurant gets goods and services from communities close to
it
1.2.2
A regulation specified in the contract of employment
1.2.3
A set of questions to determine customer satisfaction
1.2.4
The percentage of foreign arrivals in a country
1.2.5
An act of violence aimed at a group of people, with the intention
to create fear and panic
(5 x 1) (5)
Choose the correct word(s) from those given in brackets. Write only
the word(s) next to the question number (1.3.1–1.3.5) in the
ANSWER BOOK, for example 1.3.6 event.
1.3.1
The (Dome of the Rock/Alcazar of Segovia) is located in Israel.
1.3.2
An employee who has not fulfilled his conditions of service can
face (termination of service/remuneration for service) by an
employer.
1.3.3
When implementing DST, countries move their clocks one hour
(ahead/back).
67
1.4
1.3.4
(Optional tours/Visas) is an element to be considered when
compiling a domestic itinerary.
1.3.5
The (UTC/IDL) is the line of longitude from where all countries
read their time.
(5 x 1)
(5)
Choose a form of payment when travelling internationally from
COLUMN B that matches the example in COLUMN A. Write only
the letter (A–F) next to the question number (1.4.1–1.4.5) in the
ANSWER BOOK, for example 1.4.6 G.
COLUMN A
1.4.1
COLUMN B
A
pre-loaded foreign currency
debit card
B
SWIFT
C
traveller's cheque
D
foreign currency
E
credit card used internationally
F
local debit card
1.4.2
1.4.3
1.4.4
1.4.5
Quick, easy and convenient
transfer of funds from
anywhere in the world
(5 x 1)
(5)
68
1.5
Match the pictures of irresponsible tourist behaviour with the correct rules for
responsible tourist behaviour.
Write only the question number (1.5.1–1.5.5) and the letter (A–E) in the
ANSWER BOOK, for example 1.5.6 F.
IRRESPONSIBLE TOURIST BEHAVIOUR
1.5.1
1.5.2
1.5.3
1.5.4
1.5.5
RULES FOR RESPONSIBLE TOURIST BEHAVIOUR
A Do not pollute the environment when enjoying the outdoors.
B Do not disturb animals in their natural habitat.
C Do not disturb dangerous animals in a game reserve.
D Stay on designated paths in ecologically sensitive areas.
E Respect rules and follow regulations in museums.
(5 x 1)
TOTAL SECTION A:
(5)
40
69
SECTION B:
MAP WORK AND TOUR PLANNING; FOREIGN EXCHANGE
QUESTION 2
2.1
Read the information below and answer the questions that follow.
Mr Jackson, a South African lawyer, will visit Germany to attend the Berlin
International Film Festival. He will hire a car in Germany.
2.1.1 Name the compulsory travel document Mr Jackson will require:
(a)
To indicate his country of origin (permanent residence)
(2)
(b)
To give him permission to enter Germany
(2)
2.1.2 Mr Jackson has a South African driver's license.
Advise him on the:
(a)
(b)
2.1.3
Document he will need to drive in Germany
Reason for having the document in QUESTION 2.1.2(a).
(2)
(2)
It is important to compile a client profile before developing an itinerary
for a tourist.
Give ONE reason why it is important to compile a profile for
Mr Jackson before developing his itinerary.
(2)
2.1.4 Mr Jackson wants to take biltong (dried meat) to Germany as a
Proudly South African gift for his German friend. He was informed
that meat products are prohibited from being taken into Germany.
Give TWO reasons why Germany do not allow meat products into the country.
(4)
70
2.2
Study the World Time Zone Map below, read the information and then
answer the questions that follow.
71
Mr
Jackson flew from OR Tambo International Airport
(Johannesburg) to Tegel International Airport (Berlin in
Germany) to attend the Berlin International Film Festival.
He had a stopover in Abu Dhabi.
• Mr Jackson's flight from OR Tambo International Airport
departed at 12:00.
• He stopped over at Abu Dhabi International Airport (+4) to take
a connecting flight to Tegel International Airport (+1).
• The flying time from Johannesburg to Abu Dhabi International
Airport was 8 hours.
• Mr Jackson arrived in Abu Dhabi at 22:00.
• The stopover (transit) time in Abu Dhabi was 5 hours.
• The flying time from Abu Dhabi to Berlin was 7 hours.
2.2.1 (a)
Calculate at what time in Abu Dhabi Mr Jackson departed from
OR Tambo International Airport.
Show ALL calculations.
(b)
(c)
Calculate at what time he departed from Abu Dhabi
International Airport.
Show ALL calculations.
(3)
Calculate at what time Mr Jackson arrived at Tegel
International Airport in Berlin.
(4)
2.2.2 Calculate the duration of Mr Jackson's entire journey.
2.3
(3)
Refer to the notice below that was placed at the front desk of the hotel
where Mr Jackson was staying. Answer the questions that follow.
(2)
72
2.3.1 Advise Mr. Jackson on TWO safety precautions he should consider
when in the hotel.
(4)
2.3.2 State TWO consequences for the hotel if guests are not adequately
informed on safety and security issues during their stay.
(4)
[34]
73
74
75
76
77
78
79
80
81
82
83
84
85
TOPICS IN THE TOURISM CAPS
Topic 1
Topic 2
Topic 3
Topic 4
Topic 5
Topic 6
Topic 7
Topic 8
Topic 9
Tourism sectors
Map work and tour planning
Tourism attractions
Sustainable and responsible tourism
Domestic, regional and international tourism
Culture and heritage tourism
Foreign exchange
Communication and customer care
Marketing
ABBREVIATION
TS
MTP
TA
SR
DRI
CH
FX
CC
M
SECTION A: SHORT QUESTIONS
QUESTION 1
1.1.1
1.1.2
1.1.3
1.1.4
1.1.5
1.1.6
1.1.7
1.1.8
D
C
C
A
D
D
B
A
/ Venice
/ Cholera
/ Loss of appetite
/ Japan
/ west
/ British
/ Petra
/ of people with special needs to access tourist attractions
1.1.9
1.1.10
1.1.11
1.1.12
1.1.13
C
A
B
D
C
/ iSimangaliso Wetland Park
/ South Africa’s domestic attractions are marketed
/ physical appearance
/ environmentally irresponsible
/ ensure that all passengers and crew leave the ship
before him.
/ resulted in the community losing income
/ shower instead of bath
1.1.14
1.1.15
1.1.16
1.1.17
1.1.18
(20 x 1)
B
A
A
D
/ seasonality
B/C upgrade and market the attractions / market attractions in
other provinces.
1.1.19 C
/ visit reserves where animals roam freely
1.1.20 A
/ It is a personal way of reaching individual tourists.
TS
SR
TS
SR
SR
DRI
86
1.2
1.2.1
1.2.2
1.2.3
1.2.4
1.2.5
1.3.1
1.3.2
1.3.3
1.3.4
1.3.5
local procurement
working hours
survey
market share
terrorism
Dome of the Rock
termination of service
ahead
optional tours
UTC
1.4.1
1.4.2
1.4.3
1.4.4
1.4.5
E /credit card used internationally
D / foreign currency
F / local debit card
A / pre-loaded foreign currency debit card
B / SWIFT
1.5.1
1.5.2
C / Do not disturb dangerous animals in a game reserve.
A / Do not pollute the environment when enjoying the
outdoors.
D / Stay on designated paths in ecologically sensitive areas.
E / Respect rules and follow regulations in museums.
B / Do not disturb animals in their natural habitat.
1.5.3
1.5.4
1.5.5
SECTION B: MAP WORK AND TOUR PLANNING; FOREIGN EXCHANGE
QUESTION 2
2.1
2.1.1
(a)
South African Passport
MTP
•
•
(b)
Passport
Valid passport
(2)
Schengen visa
MTP
•
•
German visa
visa
(2)
87
2.1.2
(a) International Driver's Permit
MTP
•
•
IDP
International Driver's Licence
Note: Do not accept “Driver’s Licence”. Do not accept “IDL”.
(2)
Permits Mr. Jackson to drive in a foreign country.  MTP
Provides important information to validate the South
African driver's license in many different languages.
Serves as an additional source of identification.
Car rental companies often request a valid IDP when driving abroad
IDP is obtained from the internationally recognized
Automobile Association (AA)
Safeguards tourists driving in a foreign country in the event of an
incident.
.
(2)
2.1.3
2.1.4
To assist the tour planner/travel agent in making sure MTP
Mr. Jackson's needs and expectations are met. 
To ensure Mr. Jackson is satisfied during and after the trip.
To provide good customer care.
(2)
Prevent cross contamination of diseases such as Foot and Mouth
disease to their animals. 
To protect the health of the citizens of the country. 
To prevent loss of livestock if there is cross contamination of
diseases.
Negative economic impacts in the event of cross contamination
of diseases.
(4)
88
2.2.1
(a)
Time difference
South Africa +2
Abu Dhabi +4
= 2 hours
12:00 (+) 2 hours
= 14:00
Time in Abu Dhabi
OR
14:00
OR
22:00 – 8 hours flying time
= 14:00
(b)
Arrival time in Abu Dhabi
Transit/layover time:
Departure from Abu Dhabi
International Airport:
22:00
hours 
22:00 (+) 5 hours
= 03:00
OR
03:00 
(c)
Time difference
Abu Dhabi +4
Germany +1
= 3 hours
Time in Berlin:
03:00 (-) 3 hours
= 00:00
Flying time:
00:00 (+) 7 hours
= 07:00
OR
07:00
2.2.2
8 hours + 5 hours + 7 hours = 20 hours 
• 20 hours
Note: Do not award part marks
(2)
89
90
91
92
93
94
95
96
97
98
99
100
101
102
103
104
105
106
107
108
109
110
111
112
113
114
115
116
117
118
119
120
121
122
123
124
125
126
127
128
129
130
131
132
133
134
135
136
137
138
139
140
141
142
143
144
145
146
147
148
149
150
151
152
153
154
155
156
157
158
159
160
161
162
163
164
165
166
167
168
169
170
171
172
173
174
175
176
177
178
179
180
181
182
183
ADDENDUM:
SUMMARY OF GRADE 12
EXAMINATION STRUCTURE ON
OBTAINING A MINIMUM OF 30 %
IN YOUR FINAL NSC
TOURISM EXAMINATION
184
Prepared by E. Ferreira (SES: Services Subjects: NMB District)
JUST-IN-TIME: TOURISM GRADE 12
SECTION B
QUESTION 2: MAP WORK AND TOUR PLANNING
Itinerary
•
•
The itinerary specifies all aspects of a traveller’s programme day by day
The itinerary indicates the planned activities, accommodation, meals,
transport and optional excursions.
World Health
Organisation
•
A specialised agency of the United Nations Organisation and its main
concern is public health
•
It provides support to countries and monitors global health trends
•
A vaccination is a preparation injected into the blood stream to
stimulate a protective immune response.
•
A vaccination prevents a person from being infected with the disease if
they do come into contact with it
•
Are regulated (by the World Health Organisation) according to identified
threats found in some countries
To contain the spreading of a high-risk disease
Vaccination
Compulsory
vaccination
•
Recommended
vaccination
A precautionary measure to ensure the health of individual tourists and
are optional
•
•
•
•
•
Take preventive medicines
Apply insect repellent to exposed skin
Close windows and doors at night unless they are screened
Sleep under a mosquito net
Wear long-sleeved tops, trousers and socks when going outdoors during
the evening.
Valid passport
A document issued by a national government that certifies the identity
(name, date of birth, gender and place of birth) and nationality of its holder.
Visa
A stamp endorsed in the applicant’s passport giving the holder permission to
travel to, enter, transit or remain in a foreign country
Health certificate
•
•
International
Driver’s Permit
(IDP)
A health certificate is a statement signed by a health-care provider (such
as a doctor) that proves the health of the bearer of the certificate.
The health certificate is a booklet that travellers must produce as proof
that they have had the necessary vaccinations required to enter a
country.
•
•
Permits a tourist to drive in a foreign country
Provides important information to validate the South African driver's
license in many different languages.
•
Car rental companies often request a valid IDP when driving abroad
185
Duty free goods
Duty free goods are goods that have been purchased at a duty-free shop on
which the tourist will not pay tax at customs
Prohibited goods
Prohibited goods are goods that, according to the law, may not be brought
into a country.
Green channel
The green channel is a route located in the customs area of an international
airport for passengers who have nothing to declare (those who are carrying
goods that are within the customs limits only/not carrying prohibited items).
Red channel
The red channel is a route located in the customs area of an international
airport for passengers with goods to declare (those who are carrying items
above the permitted customs limit and/or carrying prohibited items).
To declare
To state officially the goods that you have brought into a country at
customs.
Daylight Savings
Time
A practice of turning the clock one hour ahead of standard time at the
beginning of summer to gain extra daylight hours
Advantages of DST:
• More daylight time available to spend outdoors
• More time to participate in leisure activities, e.g. shopping
• Attractions opened for longer hours
Time Zone
Steps to follow
when doing time
zone calculations:
A region of the Earth where all the countries have adopted the same
standard time





Locate the places on a world time zone map and determine their
time zones. The world time zone map is colour coded. This means
that the white/grey areas on the top of the map correspond with
the colour of the country.
Determine the number of hours difference between the TWO
places.
Decide if you must add (going east) or subtract (going west) the
number of hours.
Add/subtract the number of hours and give the answer using the 24hour clock. Remember to include the day or date.
If the calculation requires DST, first add ONE hour to the time zone
of the place that uses DST. [If New York (-5) is used in the
calculation, the time zone should be adjusted by adding ONE hour,
taking New York to -4]. Then do the calculation as usual. 6.
Calculations with flying time:
If you want to determine the arrival time ADD the flying time
If you want to determine the departure time SUBTRACT the flying time
186
Jet lag
Jet lag is a physical condition related to flying long distances over many time
zones (flying from east to west or west to east). It is related to the number
of time zones a traveller crosses and not to the length of the flight.
SYMPTOMS OF JET LAG:
• Insomnia
• Fatigue
• Irritability
• Interrupted sleep
• Discomfort in legs and feet
• Struggle to concentrate
• Constipation or diarrhoea
• Confusion and disorientation
• Dehydration
• Headaches
• Nausea
• Loss of appetite
• Dizziness
Jet fatigue
Jet fatigue is related to the length of the flight as many travellers feel
extreme tiredness after a long flight.
SECTION B
QUESTION 3: FOREIGN EXCHANGE
GDP
•
•
Multiplier effect
The multiplier effect is when money, spent by tourists, filters down through
the economy benefitting other organisations
The buying power
of the Rand
•
The amount of foreign currency you can buy with your Rand is referred
to as the buying power of the rand.
•
If the rand can buy a lot of the other currency, we say the rand is strong
in relation to the other currency.
•
If the rand can only buy a little of a particular currency, we say that the
rand is weak in relation to that particular currency.
•
•
•
•
The foreign tourists will receive less Rand’s for their currency
Foreign tourists will have less money to spend
Inbound tourists will visit for a shorter period or will not visit at all
Tourism will contribute less to South Africa’s GDP and the economy will
decline
•
Can lead to job losses
If the Rand is
strong
The value of all goods & services produced within a country in a year.
The GDP is used to measure economic progress in a country
187
If the Rand is weak
•
•
•
•
•
More inbound tourists will visit SA
Foreign tourists get more Rand’s for their currency
Foreign tourists have more money to spend during their visit
Foreign tourists will visit for longer periods
This will lead to an increase in the GDP and will have a positive impact
on the economy
•
It can lead to job creation
Bank Selling Rate
The rate at which the foreign exchange dealers e.g. commercial banks, will
sell foreign currency
Bank Buying Rate
The rate at which the foreign exchange dealers e.g. commercial banks, will
buy foreign currency
When doing a
foreign exchange
calculation always
look at it from the
Bank’s position
What is the Bank doing with the foreign currency?
 Is the bank selling foreign currency? (BSR)
 Is the bank buying foreign currency? (BBR)
Currency rate sheet •
A currency rate sheet is a list of the rates of exchange (RoE) at which
foreign currencies are bought and sold.
•
This rate will determine how much foreign currency you will receive,
when you exchange your money.
Convert a major
currency to the
South African Rand
(ZAR)
MULTIPLY by the Rate of Exchange e.g. USD150 × 14,83 = R2 224,50
Convert the South
African Rand (ZAR) DIVIDE by the Rate of Exchange e.g. R15 000 ÷ 16,65 = € 900,90
to a major currency
SECTION C
QUESTION 4: TOURISM ATTRACTIONS
Tourist attraction A tourist attraction is a place, an area, a building or an event of interest that
tourists visit for its historical significance, cultural value, natural or humanmade
beauty or entertainment opportunities.
Icon
An icon in the tourism context is an attraction or feature that is world famous,
has symbolic value and is closely associated with a particular destination.
PICTURE OF WORLD NAME OF WORLD
ICON
ICON
Sydney Opera
House
NAME OF
COUNTRY
Australia
NAME OF
CITY/TOWN/
AREA
City:
Sydney
WHY IS IT AN ICON
It is universally recognised as an
architectural masterpiece of the
20th century because of its
design and construction
188
Ayers Rock /
Uluru-Kata Tjuta
National Park
Australia
State:
Northern
Territory
The statue of
Christ the
Redeemer
Brazil
City:
Rio de Janeiro
Niagara Falls
Canada
and USA
Cities:
Niagara Falls,
Ontario
(Canada) and
Niagara Falls,
New York
(USA)
Colosseum
Italy
City: Rome
The Colosseum is the largest
amphitheatre constructed
during the Roman Empire and
is regarded as the greatest
example of Roman engineering
and architecture.
It is nearly 2 000 years old.
Leaning Tower of
Pisa
(Piazza del Duomo)
Italy
City: Pisa
Because of its beauty and the
fact that it has tilted, this
freestanding bell tower or
campanile, known as the Leaning
Tower of Pisa, is one of
the most recognisable
structures in the world.
NAME OF
COUNTRY
NAME OF
CITY/TOWN/
AREA
WHY IS IT AN ICON
Italy
City: Venice
Venice, a city built on 118 small
islands linked by canals and
bridges is one of the most
beautiful cities in the world and
famous for its architecture and
art.
PICTURE OF WORLD NAME OF WORLD
ICON
ICON
Venice
Uluru or Ayers Rock is a unique,
massive, round rock formation
composed of hard, red
sandstone. It also known as an
“island mountain” and two
thirds of the rock is buried 5 km
underground.
With its outstretched arms
overlooking the city of Rio de
Janeiro it is one of the most
famous statues in the world and
is known not only for its
dramatic location and size, but
also as a symbol of Christianity
and peace.
The Niagara Falls is the most
famous waterfall in the world. It
is one of the biggest and most
powerful and receives more
visitors than any other
waterfall.
189
Vatican City
Italy
City: Rome
Vatican City, also known as the
Vatican, is the world’s smallest
independent city state, the seat
of the Roman Catholic Church
and is ruled by its head, the
pope.
The Great
Pyramids of Giza
Egypt
City: Giza
The Pyramids of Giza were
constructed over 4 500 years ago
as massive tombs for the
Egyptian pharaohs. The
pyramids are symbols of Egypt’s
history and culture. They serve
as evidence of the ancient
Egyptians’ technical
advancement.
The Sphinx
Egypt
City: Giza
The Sphinx is a huge statue of a
creature with the body of a lion
and the head of a human. It is
carved out of a single block of
limestone and is one of the
largest and most recognisable
statues in the world, and a
symbol of Egypt.
Berlin Wall
Germany
City: Berlin
Built in 1961, the Berlin Wall was
a concrete wall separating West
Berlin from East Berlin in East
Germany. It symbolised the
division between democracy
and communism during the Cold
War.
Black Forest
Germany
State: BadenWürttemberg
The Black Forest is known for its
beautiful scenery consisting of
mountains covered with pine
and fir trees, valleys, lakes,
mineral springs and picturesque
villages.
The Dome of the
Rock
Israel
City:
Jerusalem
The Dome of the Rock is an
Islamic shrine built on a sacred
rock. It is the third most holy site
in the world for Muslims after
Mecca and Medina. The Prophet
Muhammad, the
founder of Islam, is believed to
have ascended to heaven from
this site.
190
PICTURE OF WORLD NAME OF WORLD
ICON
ICON
NAME OF
COUNTRY
NAME OF
CITY/TOWN/
AREA
City:
Jerusalem
WHY IS IT AN ICON
The Wailing Wall
Israel
The Wailing Wall, located on
the west of the Temple Mount in
the old city of
Jerusalem, is the holiest Jewish
site in the world.
The Great Wall of China dates
back 2 000 years and is the
world’s longest human-made
defensive structure. It is not
only a symbol of China’s history
and culture, but it is testament
to ancient Chinese
determination and engineering
skills.
The Great Wall of
China
China
City: Beijing
The Parthenon
Greece
City: Athens
The Parthenon is the remains of
a 2 500-year-old temple located
on the Acropolis, a hill
overlooking the city of Athens,
Greece. It is a symbol of ancient
Greek civilisation and its most
famous surviving building.
The Taj Mahal
India
City: Agra
The Blue Mosque
Turkey
City: Istanbul
The Eiffel Tower
France
City: Paris
The Taj Mahal is constructed of
white marble. It was built by an
Indian ruler as a symbol of his
everlasting love for his deceased
wife. The
Taj Mahal is regarded as an
architectural masterpiece and
one of the most beautiful
buildings in the world.
The Blue Mosque in Istanbul,
Turkey, with its cascading
domes, decorated with
ceramic blue tiles on the
inside, its courtyards and six
minarets, is considered one
of the most beautiful
mosques in the world.
The Eiffel Tower is the world’s
most famous tower and a
symbol of Paris. It is the tallest
structure in Paris and the mostvisited tourist attraction in the
world that charges an admission
fee.
191
The French Riviera
PICTURE OF WORLD NAME OF WORLD
ICON
ICON
France
City: Nice
NAME OF
COUNTRY
NAME OF
CITY/TOWN/
AREA
City: Tokyo
The French Riviera or Côte
d’Azur is one of the most
famous and luxurious coastal
resort areas in the world. It lies
on the Mediterranean coast of
south-eastern France on the
border with Italy.
WHY IS IT AN ICON
Mount Fuji
Japan
Chichen Itza
Mexico
Region:
Yucatán
Peninsula
Chichen Itza is the ruined
remains of a large, ancient
Mayan city. It is one of the bestpreserved archaeological sites
of the ancient Mayan civilization.
Petra
Jordan
City: Wadi
Musa
This desert city, hidden in a
narrow valley between by
mountains, has been carved
from solid rock, making it one of
the most spectacular ancient
cities in the world. Petra, which
means “rock” in Greek, was
constructed around 100 BC as
the capital city of the
Nabateans, an Arab tribe.
Mount Everest
Nepal
City:
Kathmandu
Mount Everest is the highest
mountain in the world. The peak
is 8 848 m above sea level.
Mecca
Saudi Arabia City: Mecca
The Swiss Alps
Jungfrau-Aletsch
Switzerland
Area: Cantons
of Berne and
Valais
Mount Fuji is the highest
mountain in Japan. This volcanic
mountain is world famous for its
near perfect symmetrical cone
shape and is recognised as a
symbol of Japan.
Mecca, the most sacred city of
the Islam faith, is the spiritual
centre of all Muslims. It is the
birthplace of the Prophet
Muhammad, the founder of
the Islamic faith, and the focal
point of Muslim pilgrimage.
The Swiss Alps Jungfrau Aletsch
is a protected area in southwestern Switzerland. This
beautiful region has high
mountain peaks that are
192
permanently covered in snow,
glaciers and valleys.
Windmills
PICTURE OF WORLD NAME OF WORLD
ICON
ICON
The
Netherlands
Area:
All over the
Netherlands
Windmills are one of the main
symbols associated with the
Netherlands. Not only are they
characteristic of the Dutch
landscape, they are also a
symbol of the Dutch struggle
against water.
NAME OF
COUNTRY
NAME OF
CITY/TOWN/
AREA
City: Cuzco
WHY IS IT AN ICON
Machu Picchu
Peru
Auschwitz
Poland
City:
Auschwitz
The Algarve
Portugal
City: Faro
Machu Picchu, an ancient Inca
city in the Andes Mountain in
Peru, is one of the most
important and mysterious
archaeological sites in the
world. It is also known as The
Lost City of the Incas.
Auschwitz was Nazi Germany’s
largest concentration camp,
forced labour and
extermination camp complex in
Europe from 1940 to 1945.
Today it serves as a symbol of
the Holocaust and humanity’s
cruelty to its fellow humans
during World War II.
The Algarve is Portugal’s most
popular tourist region and one
of Europe’s favourite holiday
destinations. This region is
renowned for the natural
beauty of its dramatic
coastline, sunny weather,
excellent beaches,
opportunities for outdoor
activities and great food.
193
Alcázar of Segovia
Spain
City: Segovia
Bullfights
Spain
Cities: Madrid,
Seville and
Pamplona
Floating markets
Thailand
City: Bangkok
NAME OF
COUNTRY
PICTURE OF WORLD NAME OF WORLD
ICON
ICON
The Kremlin
Russia
NAME OF
CITY/TOWN/
AREA
City: Moscow
The Red Square
Russia
City: Moscow
Big Ben
United
Kingdom
City: London
The Alcázar of Segovia is the
most recognisable fortress castle
in Spain. It is built on top of a
huge rocky hill and shaped like
the bow of a ship. This fortress
dates back centuries and is one
of the most visited monuments
in Spain.
The practice of bullfighting, in
which a bullfighter in a public
display provokes and then kills a
bull with a sword, is universally
associated with
Spain’s history and culture.
The colourful and vibrant
floating markets where traders
sell their goods from their boats
on the rivers and canals have
become a symbol of the
traditional way of life in
Thailand.
WHY IS IT AN ICON
The Kremlin is a fortified
complex of buildings in the city
of Moscow. The monumental
walls, towers, cathedrals and
palaces that make up the
Kremlin form a living museum of
Russian history, culture and
architecture. It is also a symbol
of the Russian state.
The Red Square in the centre of
Moscow, Russia is a large public
square surrounded by
significant buildings. It has been
the site of many historical
events since the 15th century
and is considered to be the
most famous tourist attraction
in Moscow.
Popularly referred to as Big Ben,
the Elizabeth Tower of the
Palace of Westminster is
recognised worldwide as a
symbol of the city of London
and the United Kingdom.
194
Buckingham
Palace
United
Kingdom
City: London
Buckingham Palace is the official
residence and administrative
headquarters of the British
monarch. It is a major tourist
attraction in London.
Tower of London
United
Kingdom
City: London
Tower Bridge
United
Kingdom
City: London
The Tower of London is an
ancient fortress palace complex
and one of the oldest buildings
in London. It is a symbol of royal
power dating back to the 11th
century.
London's Tower Bridge is one of
the most recognizable bridges
in the world. Tower Bridge (built
1886–1894) is a combined
bascule and suspension bridge
in London which crosses the
River Thames. It is close to the
Tower of London, from which it
takes its name, and has become
an iconic symbol of London.
NAME OF
COUNTRY
NAME OF
CITY/TOWN/
AREA
WHY IS IT AN ICON
The Statue of
Liberty
United
States of
America
City: New York
The Statue of Liberty was a gift
from France to the USA. It has
become one of the most
recognisable landmarks in the
world and a universal symbol of
freedom because it stands in
New York Harbour which is
where all immigrants to the
United States used to arrive by
boat.
The Grand Canyon
United
States of
America
State: Arizona
The Grand Canyon is one of the
largest gorges in the world.
With its overwhelming size and
magnificent landscape, it is one
of the most spectacular natural
wonders and best examples of
erosion in the world.
PICTURE OF WORLD NAME OF WORLD
ICON
ICON
195
LOCATION OF ICONS ON A MAP
196
197
198
199
200
201
Factors
•Excellent marketing of tourism products locally/or internationally
contributing to •
the success of a •Sustainable and responsible management plans
tourist
•
attraction
Efficiency and ethical behaviour of staff and management Positive experience of visitors
•
Safety and crime prevention
•General appearance and upkeep of the attraction
•Considering the needs of people with disabilities
•Universal access
Characteristics
of a successful
tourist
attraction
•Actual number of visitors exceeds the target number of visitors
•
•Repeat visits
Income generated exceeds target figures
•
Positive impact on local community and environment
202
SECTION C
QUESTION 5: CULTURE AND HERITAGE TOURISM
World Heritage
Sites
World Heritage Sites are places of outstanding universal value and have
been awarded international recognition by the United Nations Educational
Scientific and Cultural Organisation (UNESCO)
The role of
UNESCO
•
Constant monitoring to maintain and protect the status of the World
Heritage Sites
•
•
Provide support in terms of management plans.
Assistance with upgrading of facilities in the event of an unforeseen
occurrence.
•
•
Financial aid is provided in cases of unforeseen occurrences.
Engage with relevant stakeholders when the World Heritage Sites are
threatened.
•
•
•
Education / create awareness
Promote co-operation and development.
Encourage people to nominate sites to be included in the World
Heritage Site list.
•
Support countries in building public awareness for the protection of
World Heritage Sites.
Encourage the local population to preserve their cultural and
natural heritage.
•
•
World Heritage
Sites in South
Africa
NAME OF WHS
PROVINCE
TYPE
Cradle of Humankind (1999)
Gauteng
Cultural
Mapungubwe Cultural Landscape
(2003)
Limpopo
Cultural
Robben Island (1999)
Western Cape
Cultural
Richtersveld Cultural and Botanical Northern Cape
Landscape (2007)
Cultural
Khomani Cultural Landscape (2017)
Northern Cape
Cultural
Cape Floral Region Protected Areas
(2004)
Western Cape
Natural
iSimangaliso Wetland Park (1999)
KwaZulu Natal
Natural
Vredefort Dome (2005)
Free State
Natural
Barberton Makhonjwa Mountains
(2018)
Mpumalanga
Natural
uKhahlamba-Drakensberg Park (2000)
KwaZulu Natal
Mixed
203
The value of World
Heritage Sites to
South Africa
•
The sites receive national and international recognition which will result
in an increase in visitor numbers.
•
An increase in tourist numbers will lead to the creation of job
opportunities due to increased demand for services.
Tourism will generate income due to a demand for products and
services e.g. accommodation, transport, entry fees, food, drink, etc.
•
•
•
Increased visitor numbers will set the multiplier effect into motion.
Standards of living will be improved through money directly or indirectly
earned by tourism.
•
There will be a boost in the economic activity lending itself to increased
GDP and benefiting all establishments in the area
LOCATION OF WORLD HERITAGE SITES ON A MAP OF SOUTH AFRICA
204
SECTION C
QUESTION 6: MARKETING
The importance of
marketing South
Africa
internationally
•
•
Increase in annual volume of foreign arrivals to SA
Increase in international awareness of South Africa as a travel
destination
The core business
of SA Tourism
•
Marketing South Africa internationally as a tourism destination of choice
•
•
Maintaining and enhancing the standard of facilities and services for
tourists
Coordinating the marketing activities of role players in the industry
Opportunities for
marketing SA
internationally
•
•
ITB (Berlin)
World Travel Market (London)
Funding for SA
Tourism’s
international
marketing
initiatives
•
TOMSA is a private sector initiative created to raise additional funds for
marketing South Africa internationally.
Tourism businesses (e.g. accommodation, car rental, tour operators and
travel agents) collect a voluntary 1% levy from tourists
The businesses pay the levies to the Tourism Business Council of South
Africa (TBCSA) who gives it to TOMSA •
TOMSA is the administrator
of the funds.
TOMSA makes the funds available to SA Tourism
SA Tourism uses the funds to market South Africa both domestically and
internationally.
•
•
•
•
Branding
Opportunities to
promote SA and
the southern
African region to
the world
•
•
•
Helps create a positive, unified image of South Africa.
A brand that is built on pride.
A recognisable brand to promote South Africa on an international
platform.
•
It enables South Africa to function as a competitive destination in the
global arena.
•
A strong brand positions our country as an attractive destination partner
for trade and investment.
•
A recognisable global brand inspires positive thoughts and feelings
about the country will convince people to travel to South Africa
•
It showcases South Africa’s successes and motivates investor
confidence.
•
•
Tourism Indaba (Durban)
Getaway Show (Cape Town and Johannesburg)
205
SECTION D
QUESTION 7: TOURISM SECTORS
Factors that
contribute to a
professional image
in the tourism
industry
•
Contract of
employment
The contract of employment describes the basic conditions of employment
such as:
•
working hours
•
uniform allowances
•
travel benefits
•
leave
•
core duties
•
fringe benefits
•
remuneration and deductions
•
termination of service
•
professional accountability and responsibility • service ethics
Code of Conduct
•
•
•
Image of the company: name, logo, slogan, website, stationary,
marketing material, product packaging, physical appearance of
business, environmental policies, customer service policies
Image of the staff: professional appearance, uniforms, dress code,
personal hygiene, grooming, interaction with customers,
communication skills
Purpose: It spells out expected conduct of staff in the performance of
their duties, and guidance for staff members faced with ethical
challenges
Value: Creates a co-operative, collaborative atmosphere; promotes
integrity in the workplace.
SECTION D
QUESTION 8: SUSTAINABLE AND RESPONSIBLE TOURISM
The three pillars of
sustainable
tourism
•
Environment (planet):
Good environmental practices, such as resource management (energy
and water), waste management (reduce, re-use, recycle), litter control,
pollution control, environmentally friendly building, promotion of
indigenous flora and control of alien invasive plants in grounds and
gardens
• Economy (profit):
The role of business. The responsible attitude of a tourism business towards
the people and environment it affects. Ways to practise it: ownership,
employment, procurement of local goods and services
• Social (people):
Considering the positive and negative effects of tourism on local
communities, culture and heritage. Corporate social investment (CSI) in
tourism, such as financial or nonfinancial support given by tourism
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companies to health/sport/education/youth projects
Responsible
tourism and
tourists
•
•
•
Codes of conduct for tourist behaviour (social, economic and
environmental): These are guidelines addressing responsible and
appropriate behaviour when visiting a destination.
How can a tourism destination attract environmentally (people, planet,
profit) conscious tourists?
The contribution of FTTSA towards encouraging responsible and
sustainable practices
SECTION E:
QUESTION 9: DOMESTIC, REGIONAL AND INTERNATIONAL TOURISM
Global events
•
A global event is a happening or occurrence of international importance
because it will affect the whole world.
•
A global event affects the whole economy of the country in which it is
hosted
The main economic •
benefits of global
•
events
•
•
Income generation (money spent by visitors at the destination)
Investment in infrastructure and services (such as communication)
Job creation
Foreign exchange income
The advantages a
global event holds
for the host
country
•
•
•
•
Infrastructure development
Investment
Income from foreign exchange
The multiplier effect
Disadvantages of
global events for a
host country
•
•
•
•
•
High cost of new infrastructure
Disappointing investment and foreign exchange income
Increased cost of goods and services
Economic leakages
Community opposition
Political situations
•
A political situation refers to what is happening in the politics of a
country.
•
Examples: civil war, terrorism, general unrest
•
Unforeseen occurrences are events that are unpredictable – we do not
expect or know that the event will take place.
•
Examples: tsunamis, earthquakes and other natural disasters, the global
recession, diseases, accidents and economic upsets
•
•
•
•
•
•
•
Destruction of infrastructure
Destruction of flora, fauna and ecosystems
Cancellation of flights, rail, cruises and road trips
Cancellation of holidays
Fewer tourists will visit the destination
Less revenue will be generated
Job losses
Unforeseen
occurrences
The impact of
unforeseen
occurrences
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Forms of payment
when travelling
internationally
•
•
•
•
•
•
•
•
Foreign market
share
The portion of the inbound tourism market that is controlled by a specific
country
Land markets
Land markets are countries where at least 60% of arrivals from the country
arrive by land (Botswana, Lesotho, Malawi, Mozambique, Namibia,
Swaziland, Zambia and Zimbabwe)
Air markets
Air markets are those countries where at least 60% of arrivals from the
country arrive by air
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 (Cash Passport card /Travel
Wallet/International Travel Card)
SECTION E
QUESTION 10: COMMUNICATION AND CUSTOMER CARE
The purpose of
•
obtaining customer •
feedback
•
•
To identify areas of customer service that need improvement
To adapt service to accommodate changing customer needs.
Positive feedback serves as staff motivation to deliver excellent service
It can prevent the company from losing customers to competitors
Methods to obtain
customer feedback
•
•
•
•
•
•
Surveys
Questionnaires
Feedback cards
Follow up calls
SMS messages on cell phones
Web-based responses
Positive impact of
excellent service
delivery
•
•
•
•
•
•
•
•
Customer loyalty and repeat business
Fewer customer complaints
Reduced marketing budget
Increased sales
Improved public image
Edge over the competition
More effective employees
Motivated staff members
208
Motivational Quote to keep you focused amidst
undergoing difficult and challenging times,
Grade 12 Learners!