April 11, 2024

INSTRUCTIONS TO CANDIDATES 1. This paper has three sections A, B and C. 2. You are provided with a separate answer booklet. 3. Marks for each question are as indicated. 4. Do not write on the question paper. This paper consists of FIVE (5) printed pages Candidates should check the question paper to ascertain that all pages are printed as indicated and that no questions are missing SECTION A: (40 MARKS) Answer all questions from this section. 1. Ratio analysis is a quantitative method of gaining insight into a company’s liquidity, operational efficiency, and profitability by studying its financial statements. Highlight FOUR limitations of ratio analysis in business. (4 marks) 2. Outline FOUR possible causes of Labour rate variance. (4 marks) 3. Control accounts provide a summary of transactions recorded in various subsidiary ledger. Highlight FOUR reasons for maintaining control accounts. (4 marks) 4. State THREE disadvantages of using a standard costing system. (3 marks) 5. When it comes to investments, there are several motives for holding assets. List THREE motives for holding cash by organizations. (3 marks) 6. Outline FIVE desirable characteristics of accounting reports. (5 marks) 7. Corporate governance encompasses the relationships among various stakeholders, including shareholders, the board of directors, management, employees, and other relevant parties. Highlight FOUR roles of corporate governance. (4 marks) 8. Audited financial statements refer to financial reports that have undergone an examination and verification process. List FOUR parties interested in an organization’s audited financial statements. (4 marks) 9. State FIVE benefits of preparing budgets in a business. (5 marks) 10. One role on an accountant is to prepare and present financial reports to the management at the end of an accounting period. Outline FOUR objectives of financial reporting to a business enterprise. (4 marks) SECTION B: (60 MARKS) Candidate to answer any Three Questions from this section. 11. The following is list of balances was extracted from the books of Mary following the preparation of her Statement of Comprehensive Income for the year ended 31 March 2022: Required: Prepare Mary’s Statement of Financial Position as at 31 March 2022. (20 Marks) 12. The following information was extracted from a company’s standard cost card. The material standard for one unit of product Z is 3 Kg at Sh. 5 per Kg. 14,000 Kg were used at a cost of Sh. 84,000 and 6,000 units were produced. The standard rate per hour was Sh. 10 and the standard time per unit is 1.5 hours while the total time worked is 9,500 hours for Ksh.80,750. Required: Calculate, a) Material price variance (4 Marks) b) Material usage variance (4 Marks) c) Labour rate variance (4 Marks) d) Labour efficiency variance (4 Marks) e) Labour cost variance (4 Marks) 13. a) Explain five types of budget that can be used in business. (10 Marks) b) Discuss five limitations of relying solely on budgeting without considering long term financial strategies. (10 Marks) 14. ABC Ltd has extracted the following information from its final accounts for the year ended 31 March 2023: Required: a) Gross profit margin (4 Marks) b) Mark-up (4 Marks) c) Net profit margin (4 Marks) d) Current ratio (4 Marks) e) Liquidity (acid test) ratio (4 Marks)

INSTRUCTIONS TO CANDIDATES 1. This paper has three sections A, B and C. 2. You are provided with a separate answer booklet. 3. Marks for each question are as indicated. 4. Do not write on the question paper. This paper consists of 3 printed pages Candidates should check the question paper to ascertain that all pages are printed as indicated and that no questions are missing SECTION A: (40 MARKS) Answer all the questions 1. An organization has acquired a computerized customer relationship management system. Outline FOUR benefits of acquiring the system. (4 marks) 2. Customer satisfaction is of great essence to a business. Highlight FOUR ways of enhancing customer loyalty. (4 marks) 3. Health and safety considerations should be put in place in a retail outlet to enhance customer satisfaction. State FOUR of health and safety considerations (4 marks) 4. List FOUR ways through which an organization can achieve a good reputation. (4 marks) 5. Outline FOUR benefits of managing customer expectations. (4 marks) 6. Customer care training equips the employees with the necessary skills to aid them in managing the customers. Highlight FOUR components of a customer care training plan. (4 marks) 7. Apart from the customer’s name and contact details, state FOUR other pieces of information that must be recorded when they are complaining about a product or service. (4 marks) 8. Highlight FOUR benefits of engaging customers through social media platforms. (4 marks) 9. Outline FOUR communication channels between staff and customers. (4 marks) 10. A customer care representative has been receiving complaints from customers. List FOUR likely causes of the complaints. (4 marks) SECTION B: (60 MARKS) Answer any three questions in this section 11. a) Company X is undertaking a customer satisfaction survey. Explain FIVE reasons why it is necessary for the Company to carry out the survey. (10 Marks) b) You have been tasked to prepare a training program for a manufacturing firm. Describe FIVE steps you shall undertake. (10 Marks) 12. a) Outsourcing services is an emerging issue in business operations. Analyze FIVE benefits of outsourcing customer service functions. (10 Marks) b) You have been tasked to guide an intern on creating a customer feedback report. Describe FIVE sections of the report. (10 Marks) 13. a) Jamii Limited is in the process of launching an online retail outlet. Advise them on FIVE ways to ensure security of their sales transactions. (10 Marks) b) An organization wants to improve customer satisfaction. Explain FIVE ways on how a customer service information system can be used to do this. (10 Marks) 14. (a) Hamadi Holdings is in the process of training call Centre staff. Explain FIVE benefits of training customer care employees. (10 Marks) (b) Explain FIVE guidelines an organization may follow when handling a customer’s online order to ensure customer satisfaction. (10 Marks)

INSTRUCTIONS TO CANDIDATES 1. Marks for each question are indicated in brackets (). 2. The paper consists of TWO sections; A and B. 3. You are provided with a separate answer booklet 4. Do not Write on this question paper This paper consists of Three (4) printed pages. SECTION A (40 MARKS) Answer all the questions 1. Business risk is the exposure a company to factors that will lower its profits or lead it to fail. State FOUR causes of business risks. (4 Marks) 2. What is the meaning of the acronym PESTEL in risk analysis? (3 Marks) 3. Highlight FOUR duties of a risk assessment manager. (4 Marks) 4. Risk mitigation is an essential business practice of developing plans and taking actions to reduce threats to an organization. Outline TWO risk mitigation strategies. (2 Marks) 5. State two elements contained in a risk assessment matrix. (2Marks) 6. Differentiate between headhunting and recruitment in risk management. (2Marks) 7. Managing a firm involves a variety of risks. Identify FOUR types of risks that may cause a business to fail. (4 Marks) 8. Highlight TWO components of enterprise risk management. (2 Marks) 9. State THREE types of insurable risks that insurance companies will cover. (3 Marks) 10. Risk analysts help companies and institutions reduce the liabilities associated with business decisions by analyzing market conditions and financial data. List THREE skills that a risk analyst should possess. (3 Marks) 11. Labour turnover refers to the net departure of employees over a defined period of time. Outline FOUR causes of labour turnover (4Marks) 12. List FOUR reasons for training employees on risk management. (4 Marks) 13. A policy is a statement of intent and is implemented as a procedure or protocol. State THREE uses of risk management policy. (3 Marks) SECTION B (60 MARKS) Answer Question 14 and any other two questions Read the case study below and use it to answer questions 14 (a) and 14 (b) SUZIEBEAUTY LIMITED Suzie Beauty Limited, offers make-up services to a range of clients. It developed a product line branded SB, an abbreviation of Suzie Beauty. Most of the quality products available in the market are unaffordable to most Kenyans. SB wanted to develop a product line that offers quality at an affordable price. The SB product line comprises of a full range of make-up (foundations, powders, concealers, eye shadow, eye liner, mascara, blush, lipstick, lip gloss, lip liner), skin care products (moisturizers, eye cream, eye make-up remover, lip moisture), and application brushes. SB has been using the SB product line in all make-up services contracts over the past year. The intention was to try it out on clients and get their feedback to help improve on the products. The company is so far confident that the product is of good quality based on the feedback of its clients. The beauty market in Kenya, which is estimated to be worth over Ksh.15 billion ($185 million), is flooded with mostly foreign products. Research shows that the development of products to fill specific market needs has the potential of becoming a big and profitable business. The beauty industry is highly untapped considering the lengths people would go to buy beauty products. There are women who would forego buying groceries for their families just to buy a lipstick. Beauty is one of the industries that were not affected by the recession In a few months the SB product line will be available for sale at selected beauty stores. Products will retail for between Ksh.600 (US$7.4) and Ksh.2,500 ($30.8). This is a capital-intensive project. To start a product line in Kenya one would need at least Ksh.20 million ($246,000). The company have to assemble all the raw materials abroad and use the chemists there for testing and formulation of the products after which it imports the ready-made products. It would be very expensive to manufacture from Kenya since SB do not have most of the essential facilities and equipment here. SB would like to partner with other investors in establishing a cosmetics manufacturing plant in Kenya. This would cost around $2 million. Such a plant would create jobs for hundreds of Kenya’s youths. In the next three years SB hopes to expand the product line to other countries in the East Africa region and later to the whole of Africa. The Marketing managers dream is to turn Suzie Beauty Limited into a household name for everything beauty on the continent, and internationally. 14. (a)Suzie Beauty is considering to establish a cosmetic manufacturing in Kenya. Using SWOT tool, analyze the viability of this investment. (12 Marks) (b)Explain FOUR ways that Suzie Beauty Ltd can use to minimize business risks (8 Marks) 15. (a) The recruitment process provides the organization with a pool of qualified applicants. Describe the SIX steps involved in the recruitment process. (12 Marks) (b) Explain FOUR characteristics of an insurable risk. (8 Marks) 16.(a) Achellis limited a detergent manufacturing firm has hired you as a risk manager. Explain FIVE risk control techniques you would employ for reducing the frequency or severity of losses. (10 Marks) (b) One of the steps in risk management process is identifying loss exposure. Discuss FIVE sources of information that a risk manager can use to identify this loss exposure. (10 Marks) 17.(a) You have been tasked to prepare a proposal on strategies that would help a business to avoid business interruption. Explain FIVE strategies that you would include in the proposal. (10 Marks) (b) Commercial risk is the risk a company takes by offering credit with no collateral. Discuss FIVE types of commercial risks faced by business. (10 Marks)

INSTRUCTIONS TO CANDIDATE 1.This paper has two sections A and B. Attempt questions in each section as per instructions given in the section. 2.You are provided with a separate answer booklet. 3.Marks for each question are indicated in the brackets. 4.Do not write on the question paper. This paper consists of 3 printed pages SECTION A: (40 MARKS) Attempt ALL questions in this section 1. Strong corporate identity is something that bridges the gap between businesses and potential customers and partners. Outline FOUR benefits that may be derived by an organization from having a strong corporate identity. (4 marks) 2. List FOUR ways in which corporate image can be enhanced. (4 marks) 3. Social media is a digital technology that facilitates the sharing of text and multimedia through virtual networks and communities. Highlight FOUR advantages of using social media to carry out public relations activities. (4 marks) 4. Benchmarking is a process of measuring the performance of a company’s products, services, or processes against those of another business considered to be the best in the industry. State FOUR benefits that a company can derive from benchmarking. (4 marks) 5. Highlight FOUR examples of public relations activities. (4 marks) 6. Collaboration in business is the practice of working together towards a common goal. List FOUR benefits of good collaboration between businesses. (4marks 7. State FOUR duties that are undertaken by the public relations officers in an organization. (4 marks) 8. Training is the process of learning the skills you need to do a particular job or activity. Highlight FOUR importance of carrying out social media training for employee s in an organization. (4 marks) 9. State FOUR factors that may influence the choice of media for public relations activities in an organization. (4 marks) 10. Publics is the group of people that influence the business activities of a company. Outline FOUR reasons that make the consumer an important public in an organization. (4 marks) SECTION B: (60 MARKS) INSTRUCTIONS Answer Question Number eleven and ANY other TWO questions in this section. 11. Ukweli Bank recently had incidences where customers found funds withdrawn from their accounts without their knowledge. This caused uproar in the social media platforms, many claiming they had lost their money. Immediately Simba bank engaged a celebrity on social media to do an advertisement for their firm to counter the bad publicity. Unfortunately, this heightened the frustrations with the customers who had lost their money together with all those that had ever had a bad experience with the bank and they attacked the company in a big way. a) Explain FIVE measures that the company may take to address this situation. (10marks) b) Discuss FIVE corporate social responsibility activities that the firm bank can participate in to diffuse the negative image from the public. (10marks) 12. a) Kikwetu limited intends to rebrand the company at the end of this year. Explain FIVE reasons that may have led to this process. (10 marks) b) Discuss FIVE key components that a firm may wish to perfect to have a successful rebranding. (10 marks) 13. a) Explain FIVE differences between corporate image and corporate Identity. (10 marks) b) Discuss FIVE factors that can impact on a corporate image. (10 marks) 14. a) Customer feedback is a powerful mechanism that enables companies to understand their customers better and create better experiences for them. Explain FIVE sources of feedback on consumer image. (10 marks) b) Image management is key in today’s unpredictable market environment. Explain FIVE ways in which a corporate can manage its image. (10 marks)

INSTRUCTIONS TO CANDIDATES 1. This paper has three sections A, B and C. 2. You are provided with a separate answer booklet. 3. Marks for each question are as indicated. 4. Do not write on the question paper. This paper consists of 3 printed pages Candidates should check the question paper to ascertain that all pages are printed as indicated and that no questions are missing SECTION A: (40 MARKS) Attempt ALL questions in this section 1. State TWO economic factors that influence the pricing strategy a company (2 marks) 2. Highlight FOUR elements present in a business development plan developed by social media managers to guide their internet based messages (4 marks) 3. List FOUR ways how management of a business organization can establish whether there are operational gaps in the business operation (4 marks) 4. State FOUR reasons to consider when evaluating a viable business opportunity (4 marks) 5. List any THREE reasons why a new business may fail (3 marks) 6. Highlight FOUR items that are considered when analyzing business turnover (4 marks) 7. Standard Operating Procedure (SOP) has become a common feature in assisting management of organizations realize the set goals. State two components of SOP. (2 marks) 8. State any FOUR decisions made, depending on the standards operating procedures (4 marks) 9. Identify FOUR business turnover indicators (4 marks) 10. Highlight THREE outbound business development strategies (3 marks) 11. State TWO roles of customer relations manager (2 marks) 12. List FOUR functions of public relations that help enhance the effectiveness of business development strategies (4 marks) SECTION B: (60 MARKS) INSTRUCTIONS. The candidate is required to answer Question THIRTEEN and ANY other TWO questions in this section. 13. ABC Tech Solutions coordinate its business development efforts to achieve optimal growth and market positioning. Required; Explain FIVE strategies that the company can employ to coordinate its business development efforts effectively. (10 marks) Discuss FIVE reasons why as a business manager at ABC Tech Solutions, you should use a SWOT analysis. (10 marks) 14. For a business to operate, activities need to be divided into several functional areas. a) Explain FOUR functional areas in a business set up. (8 marks) b) Describe the SIX steps that should be followed in developing a business policy and a procedure (12 marks) 15. Market surveys are essential to the success of every business; whether new or existing. a) Explain FIVE reasons why one should conduct a market survey for their business (10 marks) b) Business around the world uses various market survey techniques or tools to gather information on specific information. Discuss FIVE market survey tools a business should use when gathering information from their customers (10 marks) 16. a) Describe FIVE steps of a benchmarking process (10 marks) b) Discuss FIVE benchmarking information (10 marks)

INSTRUCTIONS TO CANDIDATES 1. This paper has three sections A, B and C. 2. You are provided with a separate answer booklet. 3. Marks for each question are as indicated. 4. Do not write on the question paper. This paper consists of 5 printed pages Candidates should check the question paper to ascertain that all pages are printed as indicated and that no questions are missing SECTION A (40 MARKS) Answer all questions in this section in the answer booklet provided. 1. Non-current assets are resources owned by a company that are expected to provide economic benefits over a period of time exceeding one year. Name four non-current assets. (4 marks) 2. The accountant of Bestservices designs has realized that his balance sheet has been affected by depreciation of the motor vehicle that was recently disposed. Outline four ways in which depreciation affects his balance sheet. (4 marks) 3. An internal control system refers to the policies, procedures, and practices established within an organization to ensure the achievement of its objectives, safeguard its assets, and mitigate risks. List three internal control system (3 marks) 4. Inventory can take various forms depending on the nature of the business Outline three types of inventory. (3 marks) 5. The management of New hope ltd, is in the process of preparing their assets and liabilities. As a consultant, list three liabilities they may need to analyze. (3 mark) 6. Intangibles refer to assets that lack physical substance but hold value for a business or individual. Name three intangible assets in a business organization. (3 marks) 7. Identify four modern methods of capital investment evaluation. (4 marks) 8. List three methods of depreciating assets. (3 marks) 9. Asset control involves monitoring and managing the organization’s assets to ensure their  accuracy, security, and optimal utilization. Name three documents used in assets and liabilities control. (3 marks) 10. A firm bought a machine costing Ksh 160,000. The machine is expected to have a useful life life of four years and scrap value of Ksh 40,000 determine the annual amount of depreciation. (2 marks) 11. Outline four components of internal control. (4 marks) 12. Outline four shortcomings that a company may accrue by implementing non-effective internal control systems in an organization’s financial operations and asset protection.  (4 marks)   SECTION B (60 MARKS) Answer any three questions from this section 13. You have been tasked with the responsibility of ensuring that the organization’s you work for have got a good internal control system. Required: a. Explain five importance of internal control system ICS. (10 marks) b. Discuss five internal control procedures that organizations commonly implement to safeguard assets, ensure accurate financial reporting, and promote operation. (10 marks) 14. a) Explain four content of asset register in an organization (8 marks) b) Mr Wakio have identified two investment opportunity investment A and investment B each investment requires initial capital of Ksh 1,000,000 and the investment will generate cashflows as follows The cost of capital is 10% Required: Determine the Net present value (NPV) of each investment (12 marks) 15. A) Explain five ways of ensuring control of assets in an organization. (10 marks) b) Discuss five ways of internal control in cash control. (10 marks) 16. a) Mrs. Oluchi intends to buy a machine for production of yoghurt in her dairy business she have identify two types of machines M1 & M2 the following date relates to the two machines Required: i. Determine the payback period (10 marks) ii. Advice the her on the Machine to Buy (2 marks) b) Ben has a business that has been trading for some time. You are given the following information as at 31.12.2022 You are required to prepare a statement of financial position as at 31 December 2022 ( 8 marks)

INSTRUCTIONS TO CANDIDATES 1. This paper has three sections A, B and C. 2. You are provided with a separate answer booklet. 3. Marks for each question are as indicated. 4. Do not write on the question paper. This paper consists of seven (7) printed pages. SECTION A: (20 MARKS) In this section, each question carries one (1) mark. Attempt all questions in this section. 1. Which among the following is a step in the research process? A. Background to study B. Conclusion C. Locating and defining issues or problem D. Reporting format 2. Which of the following is a reason why customer feedback is important to business? A. Helps in retaining customer B. Helps in improving products and services C. Budgeting D. Planning 3. Which among the following is a customer feedback channel? A. Radio B. App C. Company website D. Television 4. Customer feedback benefits in improving customer loyalty, which of the following is a key way? A. Recording B. Appreciating C. Ignoring D. Listening to your customer voices 5. There are several types of customer feedback and how to collect them, which of the following is one of them? A. Branding B. Segmenting C. Surveys D. Growth 6. Determining market research budget requires tips, which one of the following is a tip? A. Understand what costs to expect and what information that gets you B. Plan before C. Focus on future trends D. Customized 7. Which of the following is among the main elements affecting research cost? A. The person carrying research B. Research objective C. Direction of the research D. The problem statement 8. There are a number of occasions where market research is appropriate, which of the following is one of these occasions? A. When launching a new product or service B. When marketing the organization C. During the closure of organization D. When budgeting 9. Data comes in different structures, which of the following is one of them? A. Locked or unlocked B. Structured or unstructured C. Typed or untyped D. Formed or unformed 10. The following are data collection strategies, which among them is not? A. Case studies B. Usage data C. Checklists D. Discussion 11. Identify one of the tool used in case studies? A. Encyclopedia B. Checklists C. Texts D. Maps 12. The collection of business and products that make up a company is called _______ A. Strategic business unit B. Mission statement C. Strategic plan D. Business portfolio 13. Research hypothesis can be classified into several categories, which one of the following is one of the category? A. Void hypothesis B. Null hypothesis C. Qualitative hypothesis D. Quantitative hypothesis 14. Which of the following is a type of data that a business collects? A. Family background data B. Education data C. Personal data D. Behavioral data 15. Which of the following is among the ways that companies use consumer data that they collect? A. To reward customers B. To refine a company’s marketing strategy C. To finance customers D. To bring more business 16. Collecting data is valuable because you can use it to make informed decisions, which of the following is not among the uses? A. Improving understanding of your audience B. Identifying areas for improvement or expansion C. Predicting future patterns D. Drawing of budgets 17. Which of the following is a challenge in data collection? A. Finding relevant data B. Filtering C. Researching D. Analyzing 18. Which of the following is not a type of data analysis methods? A. Descriptive analysis B. Exploratory analysis C. Predictive analysis D. Resultive analysis 19. Which of the following is a way of doing market research? A. Do segmentation B. Start identifying your target market C. Talk to clients D. Document 20. Which of the following is not an advantage of business research? A. Business research helps to identify opportunities and threats B. Conducting market research for the business C. Helps identify problems and using this information wisely decisions can be made to tackle the issue appropriately D. Risk and uncertainties can be minimized by conducting business research in advance SECTION B: (40 MARKS) Attempt all questions in this section. 21. Briefly differentiate the following terms: a) Qualitative and quantitative research (2 Marks) b) Primary and secondary data (2 Marks) c) Descriptive and experimental methods of research (2 Marks) 22. What is a research method? (2 Marks) 23. State FOUR types of consumer data that business collects. (4 Marks) 24. Name FOUR sources of secondary data. (4 Marks) 25. Researchers use hypotheses to put down their thoughts directing how the experiment would take place. List THREE functions of the hypotheses. (3 Marks) 26. List FOUR attributes to consider before utilizing a data collection tool. (4 Marks) 27. Hypothesis is an assumption that is made based on some evidence. State TWO essential characteristics of a good hypothesis. (2 Marks) 28. Different types of research hypothesis are used in research. Name any FOUR types. (4Marks) 29. The two primary features of scientific hypothesis are falsifiability and testability. List THREE essential criteria that must be met for hypothesis to be testable. (3 Marks) 30. State FOUR techniques for collecting different types of data. (4 Marks) 31. Various methods of collecting data are employed by social scientists. What is data collection? (2 Marks) 32. What is the relationship between independent and dependent variables? (2 Marks) SECTION C: (40 MARKS) Attempt any TWO questions in this section. Each Question is 20 marks. 33. a) Mr Jackson is a businessman and wants to conduct research. Explain FIVE steps of research process. (10 Marks) b) Edwin a business researcher obtains feedback from the customer. Discuss FIVE reasons why Customer feedback is important for his business (10 Marks) 34. a) Market research is any set of techniques used to gather information and better understand a company’s target market. What are FIVE cost components of market research? (10Marks) b) There are a bunch of underlying reasons for collecting data especially for a researcher. Discuss FIVE reasons. (10 Marks) 35.

INSTRUCTIONS TO CANDIDATE Time allocated: THREE (3) hours. Marks for each question are indicated in the brackets. The paper consists of THREE sections: A, B and C. Do not write on the question paper. A separate answer booklet will be provided. This paper consists of SEVEN (7) printed pages. The candidate should check the question paper to ascertain that all the pages are printed as indicated and that no questions are missing. SECTION A: (20 MARKS) (Choose the correct answer and write it in the answer booklet provided.) (Each question is 1 Mark) 1.  Sponsoring educational and literacy programs, staging open houses and conducting plant tours is intended to improve……………………… A.Financial relations B. Community relations C. Government relations D. Media relations 2. Whose image and identity does a corporate public relations seek to project? A. Organization B. Customers C. Public D. None of these 3. Financial relations involve communicating essentially with company’s………. A. Stakeholders B. Employees C. Media D. Management 4. Which of the following helps in building a good image of a company? A. Publicity B. Propaganda C. Communications D. Public Relations 5. …………. is the name of all the impressions that the community makes about a corporation? A. Corporate identity B. Corporate brand C. Corporate image D. Corporate personality 6. Which of the following is not a function of public relations management A. Anticipating public opinion B. Settings objectives C. Researching and evaluating actions D. Exaggerating policies 7. Which one of the following is a feature of new media? A. Slow feedback B. Predictable in format, time and place C. Corporate ownership D. Customized and individually tailored 8. Public relations is…………………………………….. A. Marketing B. Publicity C. Propaganda D. Communication 9. What kind of messages help to make lasting impact and favourable impression of an organization and its product on the stakeholders? A. Consistent B. Fragmented C. Incoherent D. Irrational 10. A public relations budget aims at achieving the following, except, A. Motivation B. Planning C. Control D. Thifty 11. Which of the following media can be used to gather feedback from internal publics A. Road shows B. Sales promotion C. Exhibition D. Meetings 12. What is not primary public relations activity in financial relations? A. Measuring investor opinions toward the company B. Producing the annual report C. Making arrangements and preparing materials for financial meetings D. Writing and disseminating financial news releases 13. The following is an advantage of using internet in public relation activities A. Cheap B. Slow C. Improves image D. Easily controlled 14. Which one of the following is not a function of public relations department A. Lobbying B. Counseling C. Selling D. Corporate Communication 15. The four types of social responsibility include ………………. A. Legal, philanthropic, economic and ethical B. Ethical, moral, social and economic C. Philanthropic, justice, economic and ethical D. Legal, moral, ethical, economic 16. Which of the following is not a reason for organizations to undertake social responsibility? A. To do charity B. To support their business activity C. To fulfill their marketing needs D. To give a positive disposition to their brand 17. Which of the following individuals or groups are not stakeholders of a business? A. Those who have an interest in and are affected by company’s action B. Disinterested public having no economic impact on business C. Those who have a mere interest in an organization D. Those who are affected by company’s actions 18. What is the commanding force in managing the attitudes of the general public towards organization? A. Management B. Employees C. Technology D. Media 19. The following is not a quality of a good report. A. Comparative figures B. A well designed format C. Comprehensive text D. Complex and difficult graphics 20. Why would an organization prefer to use a public relations consultant in its public relations programmes A. To save on cost B. To motivate employees C. To get partial services D. To enjoy continuity in services   SECTION B Short Response Questions (40 MARKS) Attempt ALL the questions in this section. The maximum marks for each question is as indicated. List four elements a corporate identity.     (4 marks) Give four factors that may influence the public relations activities to be carried out by an organization                                                                                           (4 marks) Highlight four benefits an organization may derive from using  social media to publicize its products                                                                                                              (4 marks) State four factors that may affect the corporate image of an organization   (4 marks) Highlight four characteristics of the objectives of a public relations programme (4 marks) You work for an organization that manufactures and sells beauty products. As a public relations manager name the main stakeholder categories that you would consider for effective stakeholder relations                   (4 marks) Outline four benefits of communication in corporate relations. (4 marks) State four reasons why it is important for an organization to define its publics (4marks) State four challenges that an organization may encounter when gathering feedback from its customers  (4 marks) Outline four reasons why an organization might decide to partner with other stakeholders in public relations activities (4 marks)   SECTION C Extended Response Questions (40 Marks) Attempt 2 questions in this section. The maximum marks for each question is 20 marks. a) Explain the role played by each of the following publics to an organization (10 marks) Employees Suppliers Government agencies Financial institutions Social action organizations b) Explain five qualities of a public relations officer.                         (10 Marks) 32. a) Outline five public relations activities an organization can carry out to enhance the image and reputation of the organization            (10 Marks) b) Explain five advantages of using radio as a medium of carrying out public relations activities (10 Marks) 33. a)Explain five limitations of undertaking corporate social responsibility activities (10 marks) b) Zaura Limited is in the process of changing its corporate identity. Explain five reasons that might have necessitated the move. (10 Marks)

INSTRUCTIONS TO CANDIDATE Time allocated: THREE (3) hours. Marks for each question are indicated in the brackets. The paper consists of THREE sections: A, B and C. Do not write on the question paper. A separate answer booklet will be provided This paper consists of NINE (9) printed pages. The candidate should check the question paper to ascertain that all the pages are printed as indicated and that no questions are missing.    SECTION A: (20 Marks) (Choose the correct answer and write it in the answer booklet provided.) (Each question is 1 Mark) Which of the following element should not be included in an ICT policy? A. Main aims of using ICT within the organization B. Health and safety issues regarding use of ICT resources C. Plan training opportunities D. Plan on the organization welfare   2. E- Commerce involves buying and selling of………………………. A. International goods B. Electronic goods C. Products related too computers D. Products and services over the internet   3. The following are roles of an ICT policy for teaching and learning. Which one is not? A. It provides a road map in education where ICT is utilized B. It censors all the activities of schools so that it will be uniform in ICT use C. It is a requirement of the DICT in the Philippines D. It serves as a basis for closing internet cafes near the school   4. Which of the following ICT issue is directly linked to climate change? A. Freedom of Expression B. Surveillance C. E-waste D. Privacy   5. The following are ways of identifying areas in ICT system that require improvement. Which one is not? A. Observation and assessment B. Surveys C. Data evaluation D. Training   6. The Following are examples of Virtual Meeting Platforms, except? A. Zoom B. Twitter C. Skype D. Google Meet   7. The following are etiquette to observe during online meetings. Which one is not? A. Checking your device’s audio and video before the meeting to ensure that they work B. Joining the meeting on late C. Muting yourself when you’re not speaking D. Not talking over other meeting participants   8. Which of the following best describes uploading information? A. Sorting data on a disk drive B. Sending information to a host computer C. Receiving information from a host computer D. Sorting data on a hard drive   9. Which application allows the registered users to communicate through voice using a microphone, video call using a webcam, and instant messaging over the internet? A. Calendar B. Skype C. Amazon D. CNN   10. Which program is used to change the setting of computer? A. System Panel B. Control Panel C. Utility Software D. Firmware   11. Where are deleted files in a computer placed? A. My Network B. Recycle Bin C. My Documents D. My Computer   12. The following factors to consider when choosing an IT system. Which one is not? A. Skills and support required. B. Owners of the company C. Security   13. Which one of the following is a valid email address? A. info@cdacc.com B. com C. cdacc@.com D. cdacc@tveta   14. The following are reasons why companies upgrade their systems except? A. Consumer demand for new features B. Aesthetic C. Changes to government compliance and reporting D. The desire for things to run faster   15. Technology is ever-changing and those wanting to remain at the helm of innovation must adapt. Pick the odd one out from the emerging trend in technologies. A. Facebook B. Cloud computing C. Artificial intelligence D. Internet of things   16. Which application can be used by the user to set a reminder about upcoming appointments? A. Skype B. Calendar C. Amazon D. WhatsApp   17. What is the function of social media marketing in a business A. It can help to communicate with customers in a less time-consuming manner. B. It can help to create visual interaction between products and customers. C. It can help to advertise a product and services to many customers at once. D. All of the above   18. Identify the risk factor which associated with electronic payment system. A. Fraudulent use of Credit Cards B. Sending Credit Card details over internet C. Remote storage of Credit Card details D. All of the above   19. What is the name of the process of extracting previously not known valid and actionable information from large data to make crucial business and strategic decisions? A. Data Management B. Data base C. Data Mining D. Meta Data   20. Assistive media refers to adaptive technology. What assistive media is shown by the picture below? A. Blindness B. Mobility C. Motor skills D. Auditory    SECTION B: Short Response Questions (40 MARKS) Attempt ALL the questions in this section. The maximum marks for each question is as indicated. 21. Name two goals of e-government  (2 marks) 22. State the difference between partitioning and formatting in installing an operating system    (2 marks) 23. Identify two factors that should be considered before installing or upgrading an operating system.              (2 marks) 24. State two functions of a router in networking (2 marks) 25. Identify three types of software that are required to be installed in a computer to enable telecommunication in an office                                           (3 marks) 26. State three factors to consider when selecting an IT supplier (3 marks) 27. Business reports are powerful tools if used correctly. Outline three disadvantages of such reports.            (3 marks) 28. State the difference between corrective and preventive maintenance? (2 marks) 29. Outline three ways of overcoming challenges in the reporting process (3 marks) Challenge: Reporting takes too much time. I have to manipulate and combine reports in spreadsheets Challenge: I have to be at the office when I’m creating reports 29. State the meaning of the term training needs assessment (2 marks) 30. Describe the steps followed in preparing a training plan