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NSW HSC 2004 : BUSINESS SREVICES

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2004 H I G H E R S C H O O L C E R T I F I C AT E E X A M I N AT I O N Business Services Total marks 80 Section I General Instructions Reading time 5 minutes Working time 2 hours Write using black or blue pen Board-approved calculators may be used Write your Centre Number and Student Number at the top of pages 9, 11, 13 and 15 Pages 2 6 15 marks Attempt Questions 1 15 Allow about 15 minutes for this section Section II Pages 9 16 35 marks Attempt Questions 16 19 Allow about 45 minutes for this section Section III Page 17 30 marks Attempt TWO questions from Questions 20 22 Allow about 1 hour for this section 110 Section I 15 marks Attempt Questions 1 15 Allow about 15 minutes for this section Use the multiple-choice answer sheet. Select the alternative A, B, C or D that best answers the question. Fill in the response oval completely. Sample: 2+4= (A) 2 A (B) 6 (C) 8 B C (D) 9 D If you think you have made a mistake, put a cross through the incorrect answer and fill in the new answer. A B C D If you change your mind and have crossed out what you consider to be the correct answer, then indicate the correct answer by writing the word correct and drawing an arrow as follows. correct A B C 2 D 1 Which of the following forms of written communication would be most appropriate for advising a supplier that the goods received did not meet the client s expectations? (A) Order (B) Claim (C) Adjustment (D) Reply to an enquiry 2 Which of the following is necessary for effective teamwork in the workplace? (A) Having clear guidelines, cooperating, dominating discussions (B) Listening, having a shared decision-making process, withholding information (C) Asserting individual preferences, listening, cooperating, having clear guidelines (D) Having clear guidelines, listening, cooperating, having a shared decision-making process 3 Which of the following is an example of a psychological hazard? (A) Stress (B) Sore back (C) Skin irritation (D) Occupational overuse syndrome 4 Which of the following is the most correct when processing incoming mail? (A) Date stamp and enter items in mail register (B) Open, date stamp, enter in mail register and distribute items (C) Separate confidential items, open other items, date stamp and enter items in mail register (D) Open all items, separate confidential items, date stamp, enter in mail register and distribute all items 5 Which of the following files should be indexed first? (A) Drew Smyth (B) Donald Smyth (C) David Smythe (D) Dexter Smythe 3 6 Which of the following items are all considered technological consumables? (A) Toner cartridges, CDs, floppy disks (B) Pens, binding materials, backup tapes (C) Paper clips, labels, disks, ink cartridges (D) Disks, toner cartridges, zip disks, calculator 7 The following table is a spreadsheet. A Item 1 2 Pens 3 Pencils B C D Price per dozen Quantity purchased Total price $6.99 7 $2.49 9 What is the formula in cell D2? (A) =B2*D2 (B) =B2+D2 (C) =B2*C2 (D) =B2+C2 8 In New South Wales, what parties negotiate an enterprise agreement? (A) An employee and a union (B) A union and an employer (C) A union and an employer association (D) An employer and an employer association 9 How can daily work routines be completed most efficiently? (A) By prioritising tasks (B) By setting long-term goals (C) By attending to interruptions immediately (D) By attempting to complete all tasks at once 4 10 The following table is a database. 1 2 3 4 5 A Last name Hensley Buizen Buizen Hand B First name Roslyn Roslyn Stephen Rhonda C Annual salary $57 000 $40 000 $79 000 $57 000 Which of the following must be added to the database to ensure that individual clients can be identified? (A) Client age (B) Client address (C) Client phone number (D) Client reference number 11 Which of the following should be the initial business considerations before purchasing office equipment? (A) Availability and discounts applied (B) Budgeting requirements and need for equipment (C) Internal approval and discounts applied (D) Technological change and internal approval 12 The following sentence has been edited. # in full Word 2002 has many ways touse 1 function. Which of the following is the amended version? (A) Word 2002 has ways to use 1 function. (B) Word 2002 has ways to use one Function. (C) Word 2002 has many ways to use one function. (D) Word 2002 has many ways to use one Function. 13 Which of the following methods of communication would be most appropriate for a business to quickly inform a large number of their existing customers about a pricing correction? (A) Email (B) Telephone (C) Fax message (D) Personal approach 5 Refer to the following tax invoice to answer Questions 14 and 15. Setarom Juices ABN: 12 345 678 910 TAX INVOICE Date: 25 October 2004 Study Tours Beach Rd Silverville NSW 1234 Delivery to: Invoice No: 76 Code Quantity Description Unit price 7342 250 300 mL orange juice $0.60 7865 400 600 mL apple juice Total $0.40 Goods total: + 10% GST: Total including GST Terms: 5% discount for payment within 7 days 14 What would be the amount paid if this tax invoice was settled by 31 October 2004? (A) $279.95 (B) $310.00 (C) $323.95 (D) $358.05 15 On delivery, 50 of the 300 mL bottles of orange juice were damaged. What would be the amount of the adjustment note? (A) $20.00 (B) $27.00 (C) $30.00 (D) $33.00 6 BLANK PAGE 7 BLANK PAGE 8 Board of Studies NSW 2004 2 004 HIGHER SCHOOL CERTIFIC ATE EXAMINATION Business Services Centre Number Section II 35 marks Attempt Questions 16 19 Allow about 45 minutes for this section Student Number Answer the questions in the spaces provided. Marks Question 16 (8 marks) (a) Explain why delegation is used in the business services workplace. 2 ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... (b) Outline the reasons for conducting a performance appraisal. 2 ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... (c) Explain how technology contributes to effective communication in business services working teams. ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... 111 9 4 BLANK PAGE 10 Board of Studies NSW 2004 2 004 HIGHER SCHOOL CERTIFIC ATE EXAMINATION Business Services Centre Number Section II (continued) Student Number Marks Question 17 (9 marks) (a) Use examples to illustrate different types of business resources. 2 ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... (b) Identify a business resource and explain why this resource is monitored in a business. 3 ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... (c) Explain how organisational requirements are used in determining business resources. ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... 112 11 4 BLANK PAGE 12 Board of Studies NSW 2004 2 004 HIGHER SCHOOL CERTIFIC ATE EXAMINATION Business Services Centre Number Section II (continued) Student Number Marks Question 18 (8 marks) (a) Outline TWO reasons why filing systems change. 2 ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... (b) Outline the importance of following security and confidentiality procedures for workplace information. 2 ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... (c) Identify different types of information collected by a business, and explain why this information is relevant to the business needs. ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... 113 13 4 BLANK PAGE 14 Board of Studies NSW 2004 2 004 HIGHER SCHOOL CERTIFIC ATE EXAMINATION Business Services Centre Number Section II (continued) Student Number Marks Question 19 (10 marks) (a) 2 Outline the role of WorkCover. ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... (b) Explain how an employee can contribute to occupational health and safety (OHS) in a business services workplace. ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... Question 19 continues on page 16 113a 15 4 Marks Question 19 (continued) (c) Explain the importance of a safety audit in reducing risks in a business services workplace. ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... ............................................................................................................................... End of Question 19 16 Board of Studies NSW 2004 4 2 004 HIGHER SCHOOL CERTIFIC ATE EXAMINATION Business Services Section III 30 marks Attempt TWO questions from Questions 20 22 Allow about 1 hour for this section Answer each question in a SEPARATE writing booklet. Extra writing booklets are available. In your answers you will be assessed on how well you: demonstrate relevant knowledge and understanding communicate ideas and information, using precise industry terminology and appropriate workplace examples organise information in a well-reasoned and cohesive response solve proposed issues or problems Question 20 (15 marks) Analyse how computer technology has improved the efficiency of processing financial documents in a business services environment. Question 21 (15 marks) Assess how the quality of the contact with clients affects the image of a business. Question 22 (15 marks) Explain how a business operations are affected by government legislation. End of paper 114 17 BLANK PAGE 18 Board of Studies NSW 2004

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Additional Info : New South Wales Higher School Certificate Business Services 2004
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