Tourism QP Gr11 Nov2019 Eng D

NATIONAL
SENIOR CERTIFICATE
GRADE 11
NOVEMBER 2019
TOURISM
MARKS: 200
TIME: 3 hours
*ITRSME*
This question paper consists of 23 pages.

2 TOURISM (EC/NOVEMBER 2019)
INSTRUCTIONS AND INFORMATION
Read the instructions carefully before answering the questions.
1. This question paper consists of FIVE sections.
2. ALL questions in SECTIONS A, B, C, D and E are COMPULSORY.
3. Start EACH QUESTION on a NEW page.
4. You may use a non-programmable pocket calculator.
5. It will be to your advantage to show all calculations.
6. Round off your calculations to TWO places after the decimal point.
7. Write neatly and legibly.
8. The following table is a guide to help you allocate your time according to
each section.
SECTION QUESTION TOPIC MARKS TIME
A 1 Short Questions 40 marks 20 minutes
2 Map Work and Tour

B Planning 20 marks 30 minutes
3 Foreign Exchange
4 Tourism Attractions
5 Culture and
C 50 marks 50 minutes
Heritage Tourism
6 Marketing
D 7 Tourism Sectors 50 marks 50 minutes
8 Domestic, Regional
and International
E Tourism 40 marks 30 minutes
9 Communication and
Customer Care
Copyright reserved Please turn over

(EC/NOVEMBER 2019) TOURISM 3
SECTION A: SHORT QUESTIONS
QUESTION 1
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 A.
1.1.1 A flight from Johannesburg, South Africa to New York, USA is

classified as a … flight.
A short haul
B transatlantic
C transcontinental
D connecting
1.1.2 An example of an above-the-line advertising technique:
A Personal selling
B Poster
C Exhibition
D Promotional sponsorship
1.1.3 The symbol for local currency used in France:
A €
B $
C Ŧ
D ¥
1.1.4 This famous East African attraction is located in …
A Malawi.
B Tanzania.
C Uganda.
D Kenya.
1.1.5 On a domestic flight, a … is most likely to be confiscated from a

passenger at the security control point.
A pair of nail scissors

B laptop
C container of headache pills
D cellphone
1.1.6 The budget for this type of tour includes transport,

accommodation and activities:
A Scheduled tour
B Itinerary
C Self-drive tour
D Package tour
1.1.7 This South African marketing campaign encourages … tourism.
A regional
B niche
C domestic
D cultural
1.1.8 A machine used at airports to verify the identity of passengers:
A X-ray security scanner

B Identity document
C Biometric scanner
D Thermal body scanner
1.1.9 A method used by a tourism business to determine the level of

customer satisfaction:
A Performance management
B In-service training
C Surveys
D Skills development
1.1.10 An amount, added to the bill of a customer who is renting a

vehicle, that is paid on to TOMSA to assist with marketing South
Africa as a destination:
A Airport surcharge
B Tourism levy
C Insurance premium
D Incidental cost
1.1.11 MICROS-Fidelio OPERA is an example of a(n) …
A online marketing campaign.

B travel operator.
C electronic booking system.
D flight control system.

1.1.12 Advice to a first-time passenger on a luxury cruise liner:
A The cheapest cabins are located at the back of the ship on

the top deck.
B Casinos on board cruise liners are open 24 hours a day.
C The code PS on the website indicates that if the
passenger books early there will be a reduction in the
price of the cruise.
D Book a mid-ship cabin if you tend to suffer from motion
sickness.
1.1.13 A government initiative aimed at encouraging young South

Africans to become entrepreneurs in tourism:
A Vuk’uzenzele
B Fundi
C This is your country
D Welcome campaign
1.1.14 A food item that is NOT kosher:
A Shellfish
B Beef
C Eggs
D Tomatoes
1.1.15 Tourists can access the Stone Town of Zanzibar by using …

transport.
A road or rail
B road or water
C air or rail
D air or water
1.1.16 Chobe National Park is located in …
A Malawi.
B Botswana.
C the Democratic Republic of the Congo.
D Mozambique.
1.1.17 This airline is known as South Africa’s national carrier:
A SA Express
B Mango
C SA Airlink
D SAA

1.1.18 The Victoria Falls is a waterfall on the … River on the border

between Zambia and Zimbabwe.
A Kunene
B Shangani
C Zambezi
D Tugela
1.1.19 A limitation when seated in the emergency seat on an aircraft:
A The passenger has more leg room than in other seats.

B There is no toilet nearby for the passenger to use.
C A female passenger may not put her handbag on the floor
of the aircraft under her seat.
D The passenger will be served first when the cabin crew
serve beverages.
1.1.20 Tourists visiting paleontological heritage sites will be able to

view …
A fossils.
B meteorite craters.
C shipwrecks.
D artifacts. (20 x 1) (20)
1.2 Choose a term from COLUMN B that matches a description in

COLUMN A. Write only the letter (A–G) next to the question number
(1.2.1–1.2.5) in the ANSWER BOOK, for example 1.2.6 H.
COLUMN A COLUMN B
1.2.1 A South African train known to be one A Video wall
of the most luxurious trains in the world
1.2.2 A below-the-line marketing tool B Itinerary
1.2.3 A career opportunity in the hospitality C Voyage

sector
1.2.4 An above-the-line marketing tool D Metrorail
1.2.5 Includes dates, times, accommodation, E Concierge

modes of transport and places to be
visited for a tour
F Rovos Rail
G In-store discount
(5 x 1) (5)

1.3 Choose the correct word(s) from those given in brackets. Write only the
word next to the question number (1.3.1–1.3.5) in the ANSWER BOOK.
1.3.1 A SAA flight from OR Tambo International Airport,

Johannesburg to Charles de Gaulle Airport, Paris will make use
of a (wide/narrow) body aircraft.
1.3.2 (Newspapers/Pamphlets) are classified as conventional media

tools.
1.3.3 (ACSA/RETOSA) aims to increase inbound tourism to Southern

Africa.
1.3.4 A (cabin/suite) is the most luxurious option for accommodation

on a luxury cruise liner.
1.3.5 (Cuisine/Storytelling) forms part of the folklore of different

cultures in South Africa. (5 x 1) (5)
1.4 Choose a destination from the list given that matches the description
below. Write only the word(s) next to the question number (1.4.1–1.4.5)
in the ANSWER BOOK. You may only use a given option once.
Lake Niassa; Matopo Hills; Grand Baie; Tsodilo Hills; Katse Dam;
Kafue National Park; Lake Kariba; Hlane Royal National Park
1.4.1 A world heritage site in Zimbabwe that contains massive granite

boulders
1.4.2 A popular tourist destination known for its beaches, water

activities and nightlife
1.4.3 An area filled with fresh water that is located between Malawi,
Mozambique and Tanzania
1.4.4 A protected area that is home to the largest herds of game in

eSwatini
1.4.5 A world heritage site with one of the highest concentrations of

San rock art in the world (5 x 1) (5)

1.5 Study the images and scenarios below and match each scenario with
the most suitable type of bus transport. Write only the letter (A–E) next
to the question number (1.5.1–1.5.5) in the ANSWER BOOK.
A D
B E
1.5.1 Hans and Gunter are German backpackers who want to travel
from Cape Town to Durban spending a few days at each
destination that they find attractive.
1.5.2 Mr and Mrs Naidoo want to travel from Bloemfontein to Port

Elizabeth to attend a family wedding.
1.5.3 Jose and Fernando from Brazil are spending time in Soweto and
want to experience the township vibe while on a township tour.
1.5.4 Zanele and Thembela from East London are visiting Cape Town
and want to enjoy a sightseeing tour that will take them to some
of the major attractions in and around the city.
1.5.5 Two Eastern Province rugby teams are travelling to

Johannesburg to take part in the annual interprovincial rugby
tournament. (5 x 1) (5)
[40]
TOTAL SECTION A: 40

SECTION B: MAP WORK AND TOUR PLANNING; FOREIGN EXCHANGE
QUESTION 2
Study the extract and answer the questions.
RAVENALA ATTITUDE – Seychelles from R23 010,00 pp sharing
Travel period: Fly-in package includes: return

18 April 2019 – 25 April 2019 flights from Johannesburg to
Seychelles, return airport to resort
Destination: Seychelles transfers, 5 nights’ accommodation
at Ravenala Attitude (couple’s suite),
Experience: breakfast and dinner daily
Beach & Island Holiday
Exclusions: additional transfers,
Includes: gratuities, professional fees, meals
Price from Johannesburg – not mentioned in the package
R23 010,00 pp sharing
Price from Durban – Reference: TH2217730
Price from Port Elizabeth –
[Adapted from www.suretravel.co.za]
2.1 The above tour is an example of a scheduled tour. Motivate this

statement. (2)
2.2 Identify the trip motivator for the above tour. (2)
2.3 Deduce TWO activities that a person booking the above holiday can take
part in while in Seychelles. (2 x 1) (2)
[6]

QUESTION 3
Study the information given and answer the questions.
Mr Smith is going on a business trip to London. He has R25 500 spending money
to exchange for his trip prior to (before) his departure.
Foreign currency Bank Buying Rate Bank Selling Rate

Euro 15,51 16,10
British Pound 18,09 18,80
3.1 Identify the foreign currency that Mr Smith will exchange his Rand for. (2)
3.2 Name the facility where Mr Smith is processing his transaction. (2)
3.3 Explain how the money that Mr Smith is exchanging for his trip can benefit
the local economy of London. (2 x 2) (4)
3.4 Calculate, using the bank selling rate, the amount of foreign currency that
Mr Smith will receive when he exchanges his spending money before his
departure.
NOTE: Round off your answer to TWO decimal places.

Show ALL steps of your calculation. (3)
3.5 Upon his return Mr Smith has £15 bank notes left over. Calculate, using the
bank buying rate, the amount of Rand that he will receive when he
exchanges the £15.
NOTE: Round off your answer to TWO decimal places.

Show ALL steps of your calculation. (3)
[14]
TOTAL SECTION B: 20

SECTION C: TOURISM ATTRACTIONS; CULTURE AND HERITAGE

TOURISM; MARKETING
QUESTION 4
Refer to the map of SADC countries and the linked images/names of tourism
attractions below and answer the questions.

4.1 Identify the tourism attractions labelled A, C and D. (3 x 2) (6)
4.2 Study the numbered images below.
4.2.1 4.2.2
(a) Identify the image that best represents the SADC tourist attraction,
Royal Hills of Ambohimanga, labelled B on the map. (2)
(b) Give ONE reason why the Royal Hills of Ambohimanga is

considered to be a top tourist attraction in the SADC region. (2)
4.3 Study the tourism activities below.
Treetop Canopy Tour Mountain Gorilla safari
4.3.1 Identify the “must-do” tourist activity in the Virunga National Park,
labelled E on the map. (2)
4.3.2 Suggest ONE benefit that the tourist activity selected in

QUESTION 4.3.1 will have for the conservation efforts of the
Virunga National Park. (2)
4.4 4.4.1 Explain how the remote location labelled D on the map got its
name. (2)
4.4.2 List TWO site seeing opportunities that a visitor to the attraction
labelled D could encounter. (2 x 1) (2)
[18]

QUESTION 5
5.1 Study the images depicting the Xhosa cultural uniqueness of the Eastern
Cape and answer the questions.
A B
5.1.1 (a) Name the TWO main ingredients used to make the Xhosa
dish in the image labelled C. (2 x 1) (2)
(b) Identify the person in the Xhosa culture that would utilise
the articles in the image labelled B. (2)
(c) Explain the link, in traditional communities, between the

images labelled A and D. (2 x 2) (4)
5.1.2 Discuss how the cultural uniqueness of the Xhosa people could
influence international tourists to visit South Africa. (2 x 2) (4)

5.2 Study the information and answer the questions.
The Bo-Kaap, formerly known as the Malay Quarter, has been the
traditional home of Cape Town’s Muslim population. Much of the Cape
Muslim community draws its roots from slaves brought in from Indonesia
and other eastern countries. When slavery was abolished in the 1830s,
many of these slaves settled in the Bo-Kaap.
NOTICE
NOTIFICATION OF THE INTENTION TO DECLARE A NUMBER OF
SITES WITHIN THE BO-KAAP, CAPE TOWN AS NATIONAL
HERITAGE SITES IN TERMS OF SECTION 27 OF
THE NATIONAL HERITAGE RESOURCES ACT NO. 25 OF 1999
The Bo-Kaap Museum is one of twenty Bo-Kaap sites to be declared a

national heritage site. Built in the 1760s, the Bo-Kaap Museum is the oldest
house in the area still in its original form.
[Adapted from www.sahra.org.za and www.portfoliocollection.com]
5.2.1 Refer to the notification above:
(a) Identify the legal body that issued the notification. (2)
(b) Explain how the notification is linked to one of the functions

of the legal body identified in QUESTION 5.2.1(a). (2)
5.2.2 After the 20 Bo-Kaap sites are declared national heritage sites,
strict conditions will apply in order to protect them.
Motivate this statement. (2 x 2) (4)
5.2.3 Give ONE reason why the buildings in the Bo-Kaap should
become part of the national estate. (2)
[22]

QUESTION 6
6.1 Study the marketing technique example below and answer the questions.
6.1.1 Identify the following type of promotional techniques used by

Penika Travel Agency in the image:
(a) Above-the-line (1)
(b) Below-the-line (1)
6.1.2 Give ONE reason why each type of promotional technique

identified in QUESTION 6.1.1(a) and 6.1.1(b) are effective
marketing strategies for Penika Travel Agency. (2 x 2) (4)
6.1.3 Explain why Penika Travel Agency would have included internet
and telephone costs in the marketing budget for their above-the-
line marketing campaign. (2 x 2) (4)
[10]
TOTAL SECTION C: 50

SECTION D: TOURISM SECTORS
QUESTION 7
Read the case study and information given carefully and answer the questions
that follow.
A Port Elizabeth school is planning a 10-day tour from the Eastern Cape to
Gauteng during the December 2019 school holidays. There will be nine learners
and one teacher, Mrs Sithole, going on the tour. As a member of the tour group
and a Tourism learner, Mrs Sithole has asked you to give advice to the other
learners on various aspects of the transport sector that the tour group will be
making use of.
7.1 The tour group will depart from Port Elizabeth station en route to
Johannesburg station on Friday, 6 December at 11:00 on board the
Shosholoza Meyl. Their arrival time will be approximately 09:20 on the
following day. The learners will be accommodated in two compartments
and the teacher will sleep in a coupe.
7.1.1 Explain the difference between a compartment and a coupe.

(2 x 2) (4)
7.1.2 Advise the tour group about the availability of food and
refreshments on board the train. (2)
7.1.3 Recommend what options are available regarding bedding

(blankets and pillows) for the tour group on board the train. (2)
7.1.4 Mrs Sithole would prefer to have a private bathroom for the
duration of the trip. Explain what bathroom facilities are available
on board the train. (2)

7.2 While in Johannesburg the tour group will hire a 10-seater bus from Pace
Car Rental for the 4 days that they will spend in Gauteng. The details of
their rental agreement are given below.
PACE CAR RENTAL – VEHICLE RENTAL AGREEMENT

Pick up location: Johannesburg
Pick up date and time: Saturday, 7 December
2019, 11:00
Return location: Johannesburg
Return date and time: Tuesday, 10
December 2019, 11:00
Vehicle type: Group F – Toyota
Luxury 10-Seater Van
or similar
3 days @ R1 135,00
pd: R3 405,00
Contract fee: R70,00
Total: R3 475,00
Insurance option (not included)
SCDW & STLW: R65 pd Excess: R7 000
Additional options with vehicle (not included)
GPS: R80 pd
Trailer: R100 pd
Additional driver
surcharge: R225
PAI: R25
Vehicle delivery cost: R250
Kilometre option: 200 km free per day, additional R7,06 per km
7.2.1 Explain the following concepts to Mrs Sithole.
(a) Contract fee (2)
(b) Additional driver surcharge (2)
7.2.2 Explain the effect on the premium and excess payment for the
rental agreement should Mrs Sithole decide to select CDW and
TLW insurance and thereafter accidently reverse into a parked car. (4)
7.2.3 Calculate the total cost of the rental should the tour group require
the following:
x Delivery to the Johannesburg train station on Saturday,

7 December
x A trailer and GPS
x They travel 525 km during the 3 days of their rental period
NOTE: Include all costs and show ALL steps in your calculation. (5)

7.3 Upon completion of their tour in Gauteng the tour group will travel from
their place of accommodation in Randburg to OR Tambo International
Airport aboard the Gautrain.
Below are some concerns that members of the group have about the
Gautrain trip. Respond to each of their concerns in full.
(10)
7.4 On the final leg of the tour, the group will fly from OR Tambo International
Airport, Johannesburg to Port Elizabeth. Their flight details are given
below.
JNB, OR Tambo International Airport PLZ DURATION 01h45m

Flight number SA1453 Economy class
Flight operated by SA Express
15 December 2019
DEP 07:30 ARR 09:15
Baggage allowance
20 kg check-in luggage
7 kg hand luggage
7.4.1 Give the time that the tour group must check in at OR Tambo
International Airport prior to their departure. (2)
7.4.2 Explain ONE method that the tour group can use to check in for
their flight. (2 x 2) (4)
7.4.3 Describe the procedure to be followed by the tour group when

passing through the security control point before boarding their
flight. (2 x 2) (4)
7.4.4 When booking the flight for the tour group online, Mrs Sithole
sees that there is also a FlySafair flight on the same day.
(a) List ONE advantage of making their booking with
FlySafair. (1)
(b) Explain the difference in baggage allowance between a
SAA flight and a FlySafair flight. (2)

7.5 Study the advertisement and answer the questions.
Mantis Community Upliftment Programme – FREE

Have you passed grade 10, are you over 18 years of age and
interested in a career in hospitality? The Mantis Community
Upliftment Programme invites you to apply for a FREE 5-day
hospitality course! The training will run from 1 – 12 July 2019 and
consists of service excellence training in the field of hospitality.
Facilitated by Stenden South Africa | Sponsored by Mantis |
Hosted by Fish River Sun Resort
7.5.1 Identify TWO career opportunities that a person who has attended
the above-mentioned upliftment programme could embark on
(begin). (2 x 1) (2)
7.5.2 List TWO skills that a person working in the hospitality industry
requires to ensure that they are able to cope with the demands of
the industry. (2 x 1) (2)
[50]
TOTAL SECTION D: 50

SECTION E: DOMESTIC, REGIONAL AND INTERNATIONAL TOURISM;

COMMUNICATION AND CUSTOMER CARE
QUESTION 8
8.1 Study the information on domestic tourism and answer the questions.
8.1.1 A survey of domestic tourism has revealed that the majority of

South Africans are not travelling in their own country.
List TWO reasons in support of the above finding. (2 x 1) (2)
8.1.2 Analyse the South African domestic tourism market segments

below and answer the questions.
A
“Holiday time with my kids is non-negotiable. I
block that weekend off and don’t take any
business calls. A 5-star B&B will do for me.”
B
“My favourite type of trip is where I can go on a
boat cruise in the afternoon, spend the evening at
a great restaurant and then hit the clubs.”
C
“Travelling is a necessity when you have children.
You have to take them places so that they don’t
just see it on TV, but they see for themselves.”
D
“The best trip will be to get on the road, take a
map and just go and see what comes your way.
Road trips are fantastic because we do crazy
things along the way.”
Determine the domestic market segments labelled A, B, C and D

that have been identified by South African Tourism to form part of
the Domestic Tourism Growth Strategy (2012–2020) marketing
campaign. (4 x 2) (8)
8.1.3 In a paragraph explain THREE strategic objectives of the Domestic

Tourism Growth Strategy (2012–2020) to grow domestic tourism
for a sustainable tourism economy. (3 x 2) (6)

8.2 Study the map of the SADC member countries and answer the questions.
8.2.1 Name the countries labelled A, C and E. (3 x 1) (3)
8.2.2 Name the capital cities labelled B and F. (2 x 1) (2)
8.2.3 Give the name of the major gateway that is used by persons from
the country labelled D to enter South Africa. (1)
[22]

QUESTION 9
9.1 Study the images that portray aspects of customer care for foreign tourists
and answer the questions.
9.1.1 Identify the nationality of, or the cultural group that:
(a) Bows when greeting (1)
(b) Only consumes halal food (1)
9.1.2 Discuss TWO benefits for the South African tourism industry if a
tourism business trains its employees to consider cultural, religious
and language differences when dealing with foreign tourists. (2 x 2) (4)
9.2 Study the image and answer the question.
Explain the value of the global distribution systems listed above for a travel
agent. (2)

9.3 Study the picture below and answer the questions.
9.3.1 Identify the type of complaint used by the customer in the above
picture. (2)
9.3.2 The customer complaint was not dealt with effectively by the sales
person.
Give TWO reasons to motivate this statement. (2 x 2) (4)
9.3.3 Predict TWO impacts that the customer service offered by the sales
person could have on the souvenir shop. (2 x 2) (4)
[18]
TOTAL SECTION E: 40
GRAND TOTAL: 200

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NATIONAL

This question paper consists of 23 pages.

INSTRUCTIONS AND INFORMATION

Read the instructions carefully before answering the questions.

1. This question paper consists of FIVE sections.

2. ALL questions in SECTIONS A, B, C, D and E are COMPULSORY.

3. Start EACH QUESTION on a NEW page.

4. You may use a non-programmable pocket calculator.

5. It will be to your advantage to show all calculations.

7. Write neatly and legibly.

SECTION QUESTION TOPIC MARKS TIME

A 1 Short Questions 40 marks 20 minutes

2 Map Work and Tour

D 7 Tourism Sectors 50 marks 50 minutes

Copyright reserved Please turn over

SECTION A: SHORT QUESTIONS

1.1.1 A flight from Johannesburg, South Africa to New York, USA is

1.1.2 An example of an above-the-line advertising technique:

1.1.3 The symbol for local currency used in France:

1.1.4 This famous East African attraction is located in …

1.1.5 On a domestic flight, a … is most likely to be confiscated from a

A pair of nail scissors

1.1.6 The budget for this type of tour includes transport,

1.1.7 This South African marketing campaign encourages … tourism.

1.1.8 A machine used at airports to verify the identity of passengers:

A X-ray security scanner

1.1.9 A method used by a tourism business to determine the level of

1.1.10 An amount, added to the bill of a customer who is renting a

1.1.11 MICROS-Fidelio OPERA is an example of a(n) …

A online marketing campaign.

Copyright reserved Please turn over

1.1.12 Advice to a first-time passenger on a luxury cruise liner:

A The cheapest cabins are located at the back of the ship on

1.1.13 A government initiative aimed at encouraging young South

1.1.14 A food item that is NOT kosher:

1.1.15 Tourists can access the Stone Town of Zanzibar by using …

1.1.16 Chobe National Park is located in …

1.1.17 This airline is known as South Africa’s national carrier:

Copyright reserved Please turn over

1.1.18 The Victoria Falls is a waterfall on the … River on the border

1.1.19 A limitation when seated in the emergency seat on an aircraft:

A The passenger has more leg room than in other seats.

1.1.20 Tourists visiting paleontological heritage sites will be able to

1.2 Choose a term from COLUMN B that matches a description in

1.2.2 A below-the-line marketing tool B Itinerary

1.2.3 A career opportunity in the hospitality C Voyage

1.2.4 An above-the-line marketing tool D Metrorail

1.2.5 Includes dates, times, accommodation, E Concierge

Copyright reserved Please turn over

1.3.1 A SAA flight from OR Tambo International Airport,

1.3.2 (Newspapers/Pamphlets) are classified as conventional media

1.3.3 (ACSA/RETOSA) aims to increase inbound tourism to Southern

1.3.4 A (cabin/suite) is the most luxurious option for accommodation

1.3.5 (Cuisine/Storytelling) forms part of the folklore of different

1.4.1 A world heritage site in Zimbabwe that contains massive granite

1.4.2 A popular tourist destination known for its beaches, water

1.4.4 A protected area that is home to the largest herds of game in

1.4.5 A world heritage site with one of the highest concentrations of

Copyright reserved Please turn over