Communication & Customer Care is one of 9 topics in the Grade 12 Tourism CAPS syllabus, covered across 3 lessons on Study Vault. Below are real practice questions from this topic with full worked answers.
Sample practice questions
Easy
1. Active listening in a tourism context means:
Fully understanding a tourist's needs or concerns before responding, rather than assuming
Speaking as much as possible without pausing
Only listening to complaints, not general enquiries
Repeating exactly what the tourist said without any response
Answer: Fully understanding a tourist's needs or concerns before responding, rather than assuming — Active listening means genuinely focusing on understanding what a tourist needs or is concerned about before formulating a response, rather than assuming or interrupting.
Easy
2. Which of the following is an example of non-verbal communication in tourism?
A genuine, warm smile and open body language
A written confirmation email
A verbal greeting
A printed brochure
Answer: A genuine, warm smile and open body language — Non-verbal communication includes body language, facial expressions and tone of voice, such as a warm smile and open posture, distinct from written or spoken words.
Medium
3. Why should tourism staff avoid using jargon or slang when communicating with international tourists?
Tourists who may not speak the local language fluently could misunderstand jargon or slang, causing confusion
Jargon and slang are always illegal to use in tourism businesses
International tourists always understand local slang better than local language
Avoiding jargon has no effect on communication clarity
Answer: Tourists who may not speak the local language fluently could misunderstand jargon or slang, causing confusion — Simplifying language and avoiding jargon or slang helps ensure tourists who are not fluent in the local language can still understand important information clearly.
