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NATIONAL
SENIOR CERTIFICATE
GRADE 11
NOVEMBER 2019
TOURISM
MARKING GUIDELINE
MARKS: 200
This marking guideline consists of 13 pages.

2 TOURISM (EC/NOVEMBER 2019)
SECTION A: SHORT QUESTIONS
QUESTION 1
1.1 1.1.1 B✓
1.1.2 B✓
1.1.3 A✓
1.1.4 B✓
1.1.5 A✓
1.1.6 D✓
1.1.7 C✓
1.1.8 C✓
1.1.9 C✓
1.1.10 B✓
1.1.11 C✓
1.1.12 D✓
1.1.13 A✓
1.1.14 A✓
1.1.15 D✓
1.1.16 B✓
1.1.17 D✓
1.1.18 C✓
1.1.19 C✓
1.1.20 A✓ (20 x 1) (20)
1.2 1.2.1 F✓
1.2.2 G✓
1.2.3 E✓
1.2.4 A✓
1.2.5 B✓ (5 x 1) (5)
1.3 1.3.1 wide ✓

1.3.2 Newspapers ✓
1.3.3 RETOSA ✓
1.3.4 suite ✓
1.3.5 Storytelling ✓ (5 x 1) (5)
1.4 1.4.1 Matopo Hills ✓

1.4.2 Grand Baie ✓
1.4.3 Lake Niassa ✓
1.4.4 Hlane Royal National Park ✓
1.4.5 Tsodilo Hills ✓ (5 x 1) (5)
1.5 1.5.1 D✓
1.5.2 C✓
1.5.3 E✓
1.5.4 A✓
1.5.5 B✓ (5 x 1) (5)
TOTAL SECTION A: 40
Copyright reserved Please turn over

(EC/NOVEMBER 2019) TOURISM 3
SECTION B: MAP WORK AND TOUR PLANNING; FOREIGN EXCHANGE
QUESTION 2
2.1 The tour is for a fixed period (18 April 2019–25 April 2019). ✓✓
• There is a list of inclusions and exclusions for the tour.
• The tour has a tour code. (2)
2.2 Leisure ✓✓
• Romance
• Water-based activities
NOTE: Accept any relevant, correct answers. (2)
2.3 Walking on the beach ✓

Swimming ✓
• Sun tanning
• Snorkeling
• Fishing
• Kayaking/boating/canoeing/windsurfing/jet ski (2 x 1) (2)
[6]
QUESTION 3
3.1 Great British Pound ✓✓

• British Pound
• Pound Sterling (2)
3.2 Foreign exchange bureau ✓✓

• Commercial bank (2)
3.3 A community can earn an income from tourism by selling products and
services to tourists. ✓✓
Jobs (direct employment and indirect employment) will be created, setting
the multiplier effect into motion. ✓✓
• When Mr Smith spends money in the local community of London, the
money that he spends will have the effect of being multiplied later in
that local economy. Therefore, the economy of London will benefit
through his contribution to the economy of the area. (2 x 2) (4)
3.4 R25 500 ÷ ✓18,80 ✓ = £1 356,38 ✓
OR
£1 356,38 ✓✓✓ (3)
3.5 £15 x ✓18,09 ✓ = R271,35 ✓
OR
R271,35 ✓✓✓ (3)

[14]
TOTAL SECTION B: 20
SECTION C: TOURISM ATTRACTIONS; CULTURAL AND HERITAGE

TOURISM; MARKETING
QUESTION 4
4.1 A– Ngorongoro Conservation Area ✓✓

• Serengeti National Park
C– Chamarel Falls ✓✓
D– Skeleton Coast ✓✓
• Namib Desert (3 x 2) (6)
4.2 (a) 4.2.1 ✓✓ (2)
(b) It consists of a royal city, royal burial sites and a collection of sacred
places. ✓✓
• It is the most significant symbol of the cultural identity of the
people of Madagascar.
• It serves as a place of worship to pilgrims from Madagascar and
elsewhere.
• It is the best-preserved monument of the pre-colonial Kingdom of
Madagascar.
• It is a UNESCO World Heritage Site. (2)
4.3 4.3.1 Mountain Gorilla safari ✓✓ (2)
4.3.2 It is the Virunga National Park’s main source of income to fund

conservation efforts to ensure the protection and survival of the
critically endangered mountain gorillas. ✓✓ (2)
4.4 4.4.1 It got its name from the shipwrecks and whale skeletons that litter
its shores. ✓✓ (2)
4.4.2 Visiting shipwrecks ✓

Desert walks ✓
• Desert 4x4 drives
• Visiting the Cape Cross Fur Seal colony
• Fishing
• Viewing a variety of Namib Desert dwelling animals, birds and
marine creatures
• Sandboarding (2 x 1) (2)
[18]

QUESTION 5
5.1 5.1.1 (a) Samp ✓

Beans ✓ (2 x 1) (2)
(b) Traditional healer ✓✓

• Sangoma
• Herbalist (ixhwele) (2)
(c) Cattle form part of the custom of lobola ✓✓whereby the

man compensates the family of his fiancée for her hand in
marriage by giving cattle. ✓✓ (2 x 2) (4)
5.1.2 The different aspects of the Xhosa culture will offer an original
tourism experience. ✓✓
It will make tourists curious about how the Xhosa people
live. ✓✓
• It will make tourists curious about the customs and traditions
of the Xhosa people. (2 x 2) (4)
5.2 5.2.1 (a) South African Heritage Resources Agency ✓✓

• SAHRA (2)
(b) SAHRA is tasked with the protection of South Africa’s

cultural heritage and therefore the notification is proof that
it is carrying out this function. ✓✓ (2)
5.2.2 The sites will be protected under the National Heritage

Resources Act. ✓✓
A permit will have to be obtained from SAHRA in order to make
any changes to the sites. ✓✓
• SAHRA must inform the public about any changes to the
sites through a notice in the Government Gazette.
• The public will be given an opportunity to object against any
proposed changes to the sites. (2 x 2) (4)
5.2.3 To ensure that these sites are preserved for future

generations. ✓✓
• The protection of these sites will contribute to a greater
understanding of the history, traditions and culture of Cape
Town’s Muslim community.
• The preservation of the sites will provide opportunities for
research into the history, traditions and culture of Cape
Town’s Muslim community. (2)
[22]

QUESTION 6
6.1 6.1.1 (a) Billboard ✓ (1)
(b) Sales promotion ✓ (1)
6.1.2 Billboard:
It can reach a wide range of people who drive or walk past the
billboard. ✓✓
• The size of billboards allows for spectacular visuals that can
draw the attention of potential customers.
Sales promotion:
It can increase sales by attracting new and existing
customers. ✓✓
• It could create an awareness of their product on offer.
• It will result in an improved product availability for a limited
time period. (2 x 2) (4)
6.1.3 To make phone calls and send e-mails to the advertising

agency, airlines and cruise liner operators that form part of the
marketing campaign. ✓✓
To communicate with potential customers who are interested in
the offer and customers that have booked. ✓✓
• To communicate with customers via online applications such
as Twitter, Instagram and Facebook. (2 x 2) (4)
[10]
TOTAL SECTION C: 50

SECTION D: TOURISM SECTORS
QUESTION 7
7.1 7.1.1 Compartment: A partitioned section or separate room within a

larger enclosed area (coach/carriage) of a train ✓✓
Coupe: A compartment where two passengers are
accommodated ✓✓ (2 x 2) (4)
7.1.2 Food and refreshments can be bought and enjoyed in the dining
car. ✓✓
• Snacks and beverages can be purchased from the trolley that
goes from carriage to carriage. (2)
7.1.3 The tour group can take their own bedding with them on the train
or can hire bedding at an additional cost. ✓✓ This is called a
bedding ticket. (2)
7.1.4 Communal bathrooms, with a shower, toilet and wash hand basin,
are found on each end of the carriages on the train. ✓✓ (2)
7.2 7.2.1 (a) Contract fee: an amount that covers the costs of the
administration fee of the rental, that is added to the rental fee
of the vehicle. ✓✓ (2)
(b) Additional driver surcharge: if the renter of the vehicle wants

another licensed driver to drive the vehicle during the rental
period, he or she must register that driver at an additional
cost. ✓✓ (2)
7.2.2 If Mrs Sithole selects CDW and TLW insurance the premium for
the rental will be lower ✓✓ but the excess payment will be higher
than the R7 000 indicated on the rental agreement. ✓✓ (4)
7.2.3 Cost for 3 days and contract fee: R3 475,00 (NOTE: Do not
award marks for this as it is
given in the question paper)
SCDW & STLW: R65 per day x 3 = R195 ✓
Vehicle delivery cost: R250 ✓
Trailer: R100 per day x 3 = R300 ✓
GPS: R80 per day x 3 = R240 ✓
Total: R4 460 ✓ (5)
7.3 7.3.1 A person can only travel on the Gautrain if they have a Gold
Card. ✓✓ (2)
7.3.2 Access to the platform is gained by scanning the Gold Card at the
entrance to the platform which will allow the automatic access
control gate to open. The passenger can then get onto the
platform. ✓✓ (2)

7.3.3 There are security personnel present on all trains and at all
stations together with electronic surveillance. ✓✓
• More than 650 CCTV cameras are in place in every rail car,
at stations and on platforms to ensure high security.
• The South African Transport Police and security guards
constantly maintain a police presence. (2)
7.3.4 The destinations and departure times of the trains are indicated
on the display boards on the platforms. ✓✓
• Information is displayed using bright, yellow LED lights on the
front of the train, giving relevant information about the
destination of the train.
• A public address system is available to make
announcements.
• Electronic information is also displayed to passengers waiting
at stations. (2)
• Passengers can scan the QR code which will link them to the
Gautrain website to get updated information.
7.3.5 On the airport service the two forward rail cars consist of special
areas for the storage of baggage. ✓✓
• The baggage areas are located near the doors. (2)
7.4 7.4.1 06:30 or earlier ✓✓ (2)
7.4.2 NOTE: Candidates should select ONLY ONE of the options

listed below.
Check-in counters
On arrival at the terminal, each tour group member queues at the
service counter of the airline and hands their identity document
and flight ticket (if in possession of one) to the airline assistant
for check-in. ✓✓
The airline assistant will look up the passenger’s reservation on
the computer system. ✓✓
The passenger will place their baggage on the scale for
weighing, and the airline assistant will tag the baggage and place
it on a conveyor belt from where it goes to the aircraft.
The airline assistant then prints the boarding pass, attaches the
baggage tags to it, and hands it together with the presented
documentation back to the passenger.
OR
Online check-in
Members of the tour group can check in online via a computer,
tablet or smartphone. Online check-in opens anything from four
days to 20 hours before, and closes one to three hours before
departure. Many airlines offer passengers the option of checking-
in their bags. After arrival at the airport, they can hand in the
baggage at a bag drop counter.
OR
Mobile check-in
Mobile check-in is done from any Internet-enabled smartphone.
Passengers can log-in on the airline app (or airline website
through the browser) and submit their e-ticket number or booking
reference at the check-in screen. The passenger then downloads
the boarding pass onto the phone.
OR
Self-service check-in kiosks

Members of the tour group can use the interactive touch screens
of the self-service check-in kiosks located at the airport, to check
in for their flights, select their seats and print their boarding
passes. All a passenger needs to use the self-service check-in
kiosk is the flight number and a booking reference number or a
form of identification, such as a credit card or ID. Depending on
the airline and destination, check-in closes 90 minutes to 40
minutes before departure.
(Any 2 answers depending on the check-in option given by the
candidate) (2 x 2) (4)
7.4.3 All hand luggage is screened by an X-ray screening

machine. ✓✓
Passengers may also be asked to place certain regulated items
in a bin for screening. ✓✓
• Passengers then pass through a metal detector to ensure
that no weapons are concealed on their bodies. (2 x 2) (4)
7.4.4 (a) FlySafair is a budget airline that provides flights at a lower

cost. ✓ (1)
(b) On a FlySafair flight the passenger will pay extra for check
in luggage, it is thus not included in the price of the flight
ticket as is the case with other airlines. ✓✓ (2)
7.5 7.5.1 Hotel manager ✓

Chef ✓
• Housekeeper
• Porter
• Waitron
• Concierge
• Bartender
NOTE: Accept any relevant career opportunities. (2 x 1) (2)

7.5.2 Organisational skills ✓

Communication skills ✓
• Computer skills
• Interpersonal skills
• Skills related to the specific job, e.g. culinary skills
NOTE: Accept any relevant skills. (2 x 1) (2)

[50]
TOTAL SECTION D: 50

SECTION E: DOMESTIC, REGIONAL AND INTERNATIONAL TOURISM;

COMMUNICATION AND CUSTOMER CARE
QUESTION 8
8.1 8.1.1 Cannot afford to travel ✓

No reason to take a trip ✓
• No time to travel
• Disliking travel
• Unemployment
• Lack of a travel culture especially amongst previously
disadvantaged communities
• Limited tourism product development
• Concerns over safety and security (2 x 1) (2)
8.1.2 A – Well-to-do-Mzansi Families ✓✓

B – High Life Enthusiasts ✓✓
C – New Horizon Families ✓✓
D – Spontaneous Budget Explorers ✓✓ (4 x 2) (8)
8.1.3 Increase domestic tourism expenditure. ✓✓

Increase domestic tourism volume. ✓✓
Enhance measures and efforts aimed at addressing seasonality
and equitable geographic spread. ✓✓
• Enhance the level of the culture of tourism/travel among South
Africans. (Any 3 x 2) (6)
8.2 8.2.1 A – Zambia ✓

C – Mauritius ✓
E – Madagascar ✓ (3 x 1) (3)
8.2.2 B – Maseru ✓
F – Luanda ✓ (2 x 1) (2)
8.2.3 Beitbridge ✓ (1)

[22]

QUESTION 9
9.1 9.1.1 (a) Japanese ✓ (1)
(b) Muslim ✓ (1)
9.1.2 Tourist satisfaction will increase. ✓✓

Tourists will return to the country (repeat visitation). ✓✓
• Positive word of mouth will encourage other tourists to visit the
country.
• An increase in tourist numbers will lead to increased sales.
• It will create an improved public image.
• Positive word of mouth will reduce the marketing budget.
• There will be fewer customer complaints.
• An increase in tourist numbers will lead to job creation and skills
development.
• South Africa will have a competitive advantage over other
destinations.
• An increase in tourist numbers will result in new and improved
tourism infrastructure development.
• Employees will have greater job satisfaction. (2 x 2) (4)
9.2 Travel agents can book all of a customer’s travel arrangements using a
GDS. ✓✓
• A GDS provides information about the status of passenger reservations
and flight schedules and can process everything from sales of airline
tickets and package holidays to hotel accommodation and car hire. (2)
9.3 9.3.1 Verbal ✓✓

• In person (2)
9.3.2 • The sales person did not listen carefully to what the customer
had to say. ✓✓
• He did not ask questions in a caring and concerned
manner. ✓✓
• He did not apologise but rather accused the customer.
• The problem was not solved immediately.
• The customer was not offered some kind of compensation.
• The customer was not thanked for informing him about the
problem.
• The customer was insulted.
• The sales person did not follow the steps for dealing with verbal
customer complants. (Any 2 x 2) (4)

9.3.3 The business could also lose the sales of the other customers that
overheard the incident. ✓✓
The business will experience a decrease in profits. ✓✓
• The bad customer service will lead to negative word of mouth.
• There will be no customer repeat visits.
• The marketing budget will have to be increased to improve the
image of the business.
• Management will have to spend more time training staff.
• Employees could lose their jobs as a result of a decrease in
profits. (2 x 2) (4)
[18]
TOTAL SECTION E: 40
GRAND TOTAL: 200

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NASIONALE
SENIOR SERTIFIKAAT
GRAAD 11
NOVEMBER 2018
TOERISME
NASIENRIGLYN
PUNTE: 200
Hierdie nasienriglyn bestaan uit 12 bladsye.

2 TOERISME (EC/NOVEMBER 2018)
AFDELING A: KORTVRAE
VRAAG 1
1.1 1.1.1 B
1.1.2 A
1.1.3 A
1.1.4 D
1.1.5 D
1.1.6 C
1.1.7 C
1.1.8 C
1.1.9 C
1.1.10 A
1.1.11 B
1.1.12 D
1.1.13 B
1.1.14 C
1.1.15 B
1.1.16 A
1.1.17 D
1.1.18 B
1.1.19 B
1.1.20 C (20 x 1) (20)
1.2 1.2.1 D
1.2.2 E
1.2.3 F
1.2.4 A
1.2.5 B (5 x 1) (5)
1.3 1.3.1 transkontinentaal 

1.3.2 kosjer 
1.3.3 kortafstand 
1.3.4 bees 
1.3.5 internasionale  (5 x 1) (5)
1.4 1.4.1 entrepreneur 

1.4.2 grenspos 
1.4.3 paleontologie 
1.4.4 Gouekaart 
1.4.5 argipel  (5 x 1) (5)
1.5 1.5.1 ACSA 

1.5.2 Landomslote 
1.5.3 Kombuis 
1.5.4 Reklamebord 
1.5.5 Tanzanië  (5 x 1) (5)
TOTAAL AFDELING A: 40
Kopiereg voorbehou Blaai om asseblief

(EC/NOVEMBER 2018) TOERISME 3
AFDELING B: KAARTWERK EN TOERBEPLANNING; BUITELANDSE

VALUTA VERHANDELING
VRAAG 2
2.1 Ekotoeris 
 Natuurliefhebber
Motivering: Die titel van die toer is wildlewe-ervaring wat beteken dat die
reismotiveerder wildervarings is wat by ekotoeriste en natuurliefhebbers
sal pas.  (3)
2.2 2.2.1 Ingesluit: reise van Kruger Mpumalanga internasionale lughawe  (1)
 Pendeldienste
 Wildrit voertuig
 4 x 4 voertuig
2.2.2 Uitgesluit: vlugte  (1)
2.3 Hoed 
Gepaste klere vir wildritte en stap 
 Sonskerm
 Kamera
 Warm baadjies vir wildritte (2 x 1) (2)
2.4 Daaglikse skommelings in die wisselkoers tussen verskeie

geldeenhede.  (2)
[9]
VRAAG 3
3.1 Buitelandse valuta ruilings  (2)
3.2 VS Dollar 
 US$ (2)
3.3 Ons koop: Hierdie verteenwoordig die bank aankoopkoers waarby

die bank buitelandse valuta teen ŉ spesifieke koers by
kliënte koop. 
Ons verkoop: Hierdie verteenwoordig die bank verkoopkoers waarby
die bank buitelandse valuta teen ŉ spesifieke koers aan
kliënte verkoop.  (2 x 2) (4)
3.4 ZAR 18 500,00 ÷ 11,79 = US$ 1569,13 
OF
US$ 1569,13  (3)

[11]
TOTAAL AFDELING B: 20

AFDELING C: TOERISME AANTREKLIKHEDE; KULTUUR EN

ERFENISTOERISME; BEMARKING
VRAAG 4
4.1 A– Victoria-watervalle 
B– Berg Kilimandjaro 
C– Bazaruto-eilandgroep 
D– Okavango-delta  (4 x 2) (8)
4.2 Zambezi-rivier  (2)
4.3 Om berg Kilimandjaro te klim sal aan toeriste die geleentheid bied om aan
avontuuraktiwiteite deel te neem. 
 Dit is die hoogste berg in Afrika.
 Dit is die hoogste vrystaande berg in die wêreld.
 Die spits van Berg Kilimandjaro is 5 895 m bo seevlak. (2)
4.4 Seilplankry 
Snorkelduik 
 Waterski
 Bootritte/Bootritte in glasbodembote
 Trapbootjies
 Seiljagvaart
 Hengel/Grootvis-sporthengel (Enige 2 x 1) (2)
4.5 Dit is die grootste binnelandse delta ter wêreld. 

Dit lok ŉ groot verskeidenheid diere en voëls.  (2 x 2) (4)
[18]
VRAAG 5
5.1 5.1.1 (a) Umngqusho (mielies en bone) 
Xhosa brood 
 Umpokoqo (mieliepap met suurmelk)
 Isopho (koringsop)
 Imithwane (pampoenblaar en bottermengsel)
 Ilaxa (pampoenblaar met vars gekookte pampoen)
 Beesvleis, skaapvleis en bokvleis
 Umqombothi (sorgumbier) (Enige 2 x 1) (2)
(b) Kralewerk 
Tradisionele klere 
 Arm en enkelbande
 Kleipotte
 Mandjies
 Geweefde matte
 Hout beeldwerk
 Tradisionele wapens (Enige 2 x 1) (2)
(c) Die kulturele ervaring wat gebied word is eie aan die gebied
en kan nêrens anders ervaar word nie.  (2)

5.1.2 Die toer bied aan toeriste oorspronklike en onvergeetlike ervarings

deur interaksie met plaaslike dorpenaars. 
Dit bied ŉ prettige en vermaaklike manier vir inkomende toeriste
om die Xhosa kultuur te geniet. 
 Dit laat toeriste toe om die Xhosa kultuur en leefwyse te ervaar
en om hulle kos en gebruike te ontdek. (Enige 2 x 2) (4)
5.2 5.2.1 A – Skeepswrakke 

B – Strukture ouer as 60 jaar 
C – Grafte  (3 x 1) (3)
5.2.2 (a) Suid-Afrikaanse Erfenishulpbronagentskap 

 SAEHA (1)
(b) Oos-Kaapse Erfenishulpbronagentskap 

 OKEHA (Engels: ECHRA) (1)
(c) SAEHA voed en lei Suid-Afrikaners op om te help om

erfenishulpbronne te identifiseer. 
Dit hou ŉ inligtingsdatabasis oor die nasionale besit. 
 Dit is verantwoordelik vir die daarstelling van nasionale
beginsels, standaarde en beleid vir die identifikasie,
rekordhouding en bestuur van die nasionale besit.
 Dit identifiseer erfenishulpbronne van nasionale belang.
 Dit koordineer die funksies van provinsiale en plaaslike
erfenis-outoriteite. (Enige 2 x 2) (4)
5.2.3 Om te verseker dat ons erfenishulpbronne vir toekomstige

generasies bewaar word. 
 Erfenishulpbronne dra by tot ŉ groter begrip van tradisies en
kultuur tussen verskillende groepe in ons land.
 Erfenishulpbronne vier die prestasies van ons land en sy
mense.
 Erfenishulpbronne bied geleenthede vir navorsing oor ons
tradisies en gebruike. (2)
[21]
VRAAG 6
6.1 6.1.1 A – Ontspanningstoeris 
B – Student 
 Rugsakreisigertoeris
 Jeugtoeris
 Brug-jaar reisiger (Engels: Gap year traveller) (2 x 1) (2)
6.1.2 A – Verkoopspromosie 
B – Winkelafslag-promosie  (2 x 2) (4)

6.1.3 Verkoopspromosies en winkelafslag-promosies kan verkope

verhoog deur nuwe en bestaande kliënte te lok. 
 Deur promosietegnieke te gebruik sal die besigheid ŉ
bewustheid van hulle beskikbare produkte aanwakker.
 Dit lei tot ŉ verbeterde produkbeskikbaarheid vir ŉ beperkte
tydperk. (2)
6.2 Drukkoste 
Telefoonkoste 
Fakskoste 
Internetkoste  (Enige 3 x 1) (3)
[11]
TOTAAL AFDELING C: 50

AFDELING D: TOERISME SEKTORE
VRAAG 7
7.1 7.1.1 Identiteitsdokument 

 Bestuurslisensie (1)
7.1.2  Laekoste lugrederye bied vlugte teen ŉ laer koste 

 Passasiers het minder gemak. 
 ŉ Laer vlak van diens word op ŉ laekoste lugredery verskaf.
 Verversings is gewoonlik nie by die kaartjieprys ingesluit nie
en moet aanboord laekoste lugrederye gekoop word.
 Koerante is gewoonlik nie by die kaartjieprys ingesluit nie en
moet aanboord laekoste lugrederye gekoop word.
 Kaartjies word nie gewoonlik aan spesifieke sitplekke
toegeken aanboord laekoste lugrederye nie.
 Slegs een diensklas, ekonomieseklas, is op laekoste
lugrederye beskikbaar. (Enige 2 x 2) (4)
7.1.3 (a) 07:25  of vroeër. (1)
(b) Hy moet ten minste een uur voor die vertrek van die vlug
aanmeld sodat die aanmeldprosedures voltooi kan
word.  (2)
7.1.4 Smalrompvliegtuig 
Motivering: In Suid-Afrika is binnelandse vlugte kortafstand
vlugte en daarom word slegs smalrompvliegtuie gebruik. 
 Wyerompvliegtuie word op langafstand, internasionale vlugte
gebruik. (3)
7.1.5 Hy moet sy handbagasie in die oorhoofse bagasierakke op die

vliegtuig stoor.  (1)
7.1.6  By die aanmeldtoonbank moet hy geldige identifikasie

toon. 
 Die assistent sal sy besonderhede op die rekenaarsisteem
nagaan. 
 Sy inboekbagasie sal geweeg word en ŉ bagasie-etiket wat
sy bestemming aandui sal daarop geplaas word. 
 Die assistent sal ŉ instapkaart met sy vluginligting uitdruk en
sy bagasie etikette daaraan vasmaak. 
LET WEL: Die stappe moet in die korrekte volgorde gegee

word. Moet nie punte toeken as die stappe in die
verkeerde volgorde gegee word nie. Kandidate
moet ŉ paragraaf skryf. Kolpunte is gegee om
nasien te vergemaklik. (4 x 2) (8)

7.2 7.2.1 ŉ Metaalverklikker word gebruik om die liggaam van ŉ passasier

te skandeer om te verseker dat hulle nie verskuilde wapens dra
nie.  (2)
7.2.2 Die bagasietoedraai toerusting verseker dat die inhoud van die
bagasie veilig is en dat daar nie daarmee gepeuter kan word
nie. 
 Die bagasietoedraai toerusting verseker dat die inhoud van
die tas nie verlore raak indien die tas tydens die reis
oopbreek nie. (2)
7.2.3 ŉ Vervoerband laai inboekbagasie by passasiers af by die

bagasieopeis-area by hulle finale bestemming.  (2)
7.3 7.3.1 Elke stasie en platform het kringtelevisiekameras in plek. 

 Suid-Afrikaanse Vervoerpolisie en sekuriteitswagte is ten alle
tye teenwoordig.
 Slegs geldige kaartjiehouers word op platforms toegelaat.
(Enige 2 x 2) (4)
7.3.2 Die gaping tussen die vloer van die treinwa en platform word
geminimaliseer ten einde gelyke aanboordstap tussen die
platform en die trein. 
Elke trein het ŉ afdeling slegs vir passasiers in rolstoele. 
(2 x 2) (4)
7.4 7.4.1 Casino 

Spa en fiksheidsentrum/gimnasium 
 Winkels
 Biblioteek
 Teater
 Bioskoop
 Swembad
 Sitkamers
 Ander fasiliteite soos miniatuur gholfbane, video arkades,
rotsklimmure, basketbalbane en tennisbane (Enige 2 x 1) (2)

7.4.2 (a) Sjef 

 Kelner
 Akteur of danser in teaterproduksies
 Fotograaf
 Skoonheidsdeskundige
 Haarkapper
 Bemanningslede
LET WEL: Aanvaar enige relevante

beroepsgeleentheid. (1)
(b) Sjef – kookvaardighede 

 Kelner – goeie kommunikasievaardighede
 Akteur of danser in teaterproduksies – toneelspel of
dansvaardighede
 Fotograaf – vaardighede wat benodig word om foto’s
te neem bv. kreatiwiteit
 Skoonheidsdeskundige – vaardighede wat benodig
word om as skoonheidsdeskundige op te tree bv.
visualisasie
 Haarkapper – haarkappervaardighede bv. om hare te
stileer
 Bemanningslede – vaardighede wat benodig word om
hulle pligte na te kom bv. probleemoplossing
LET WEL: Aanvaar enige relevante vaardigheid. (2)
7.5 7.5.1 10:00 of vroeër
LET WEL: Motorverhuringsmaatskappye laat ongeveer 1 uur

toe voordat die huurder vir nog ŉ dag moet
betaal. (1)
7.5.2 (a) Lughawe-belasting: ŉ Heffing wat van toepassing is vir

elke motor wat by ŉ lughawe gehuur word.  (2)
(b) Ongelukskade-afstanddoening: Versekering wat

motorverhuringsmaatskappye hef indien die voertuig wat
gehuur word in ŉ botsing tydens die huurtydperk betrokke
is.  (2)
7.5.3 ZAR 1 977,00 + ZAR 321,00 (100 km @ R3,21 p/km)

= ZAR 2 298,00 
OF
ZAR 2 298,00  (2)

7.6 Koste:
Busvervoer is duurder as treinvervoer en daarom is treine meer koste-
effektief 
Frekwensie:
Toeristebusse verskaf meer gereeld dienste as treine en daarom is dit
meer gewild onder reisigers. 
LET WEL: Aanvaar enige relevante korrekte antwoorde. (2 x 2) (4)

[50]
TOTAAL AFDELING D: 50

AFDELING E: PLAASLIKE-, STREEKS- EN INTERNASIONALE TOERISME,

KOMMUNIKASIE EN KLIËNTEDIENS
VRAAG 8
8.1 8.1.1 Spontane Sakpas verkenners (Spontaneous Budget Explorers)  (2)
8.1.2 (a) Tussen die ouderdomme van 18 en 24 jaar  (2)
(b) Hulle verkies ŉ naweekvakansie propvol aktiwiteite  (2)
(c) Om van die eentonigheid van die lewe weg te breek 

 Om meer lewenservaringe te geniet
 Om nuwe mense, plekke en avonture te ontdek (2)
8.1.3 Verhoog binnelandse toerisme spandering. 

Verhoog binnelandse toerisme volumes. 
 Verhoog maatreëls en pogings wat daarop gemik is om
 Seisoenaliteit en gelyke geografiese verspreiding aan te spreek.
 Verhoog die reiskultuur onder Suid-Afrikaners. (Enige 2 x 2) (4)
8.2 8.2.1 Madagaskar  (1)
8.2.2 A – Victoria 
B – Kinshasa 
C – Luanda 
D – Lilongwe  (4 x 1) (4)
8.2.3 O.R. Tambo internasionale lughawe  (1)
8.3 8.3.1 Streeks Toerisme Organisasie van Suider-Afrika /RETOSA (2)
8.3.2 Samewerking sal ŉ inkomste vir die streek genereer deur

spandering van toeriste bv. verblyf, aantreklikhede, inkopies en
vervoer. 
 ŉ Groot aantal mense sal in diens geneem word aangesien
toerisme arbeidsintensief is.
 Die vermenigvuldigereffek sal in werking gestel word wat tot
ekonomiese groei sal lei.
 Dit sal ŉ aanvraag om nuwe en verbeterde toerisme
infrastruktuur bv. lughawens (om meer vlugte te akkommodeer)
en kommunikasienetwerke skep.
 Dit sal bewustheid van Suider-Afrika as ŉ toerismebestemming
verhoog.
LET WEL: Aanvaar enige ander gepaste antwoord. (Enige 1 x 2) (2)
[22]

VRAAG 9
9.1 9.1.1 (a) Sentrale Besprekingstelsel 

 SBS (Engels: CRS) (2)
(b) MICROS-Fidelio 
 MICROS-Fidelio OPERA (2)
9.1.2 Die voornemende gas kan die hotel se webtuiste besoek om

toegang tot die SBS (te verkry). 
 Die voornemende gas kan die hotel se tolvry nommer skakel
om toegang tot die SBS te verkry. (2)
9.2 9.2.1 Die kelner moes:

 Om verskoning gevra het sonder om te blameer. 
 Die probleem onmiddellik opgelos het. 
 Die kliënt vergoeding aangebied het. 
 Die kliënt bedank het omdat die probleem onder sy aandag
gebring is. 
LET WEL: Geen punte mag toegeken word indien die stappe
nie in die korrekte volgorde is nie. (4 x 2) (8)
9.2.2 Prestasiebestuur 
 Span- en medewerkerbeoordelings
 Indiensopleiding (Enige EEN) (2)
9.2.3 Dit sal help om areas wat verbetering benodig te identifiseer. 

 Bestuur sal strategieë om produkte en diens te verbeter instel.
 Bou ŉ beter besigheid.
 Personeel sal minder foute maak.
Om foute reg te stel sal:
 Tot positiewe mondelinge advertensie lei.
 Klientetevredenheid verbeter en herbesoeke aanmoedig.
 Die reputasie van die restaurant verbeter en die
bemarkingsbegroting verminder. (Enige EEN) (2)
[18]
TOTAAL AFDELING E: 40
GROOTTOTAAL: 200

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NATIONAL
SENIOR CERTIFICATE
GRADE 11
NOVEMBER 2017
TOURISM
MARKING GUIDELINE
MARKS: 200
This marking guideline consists of 12 pages.

SECTION A: SHORT QUESTIONS
QUESTION 1
1.1 1.1.1 D
1.1.2 D
1.1.3 A
1.1.4 C
1.1.5 C
1.1.6 B
1.1.7 A
1.1.8 A
1.1.9 D
1.1.10 C
1.1.11 B
1.1.12 B
1.1.13 C
1.1.14 C
1.1.15 D
1.1.16 C
1.1.17 A
1.1.18 C
1.1.19 B
1.1.20 D (20 x 1) (20)
1.2 1.2.1 C
1.2.2 A
1.2.3 D
1.2.4 F
1.2.5 B (5 x 1) (5)
1.3 1.3.1 Constructive 

1.3.2 stories 
1.3.3 Grade I 
1.3.4 below-the-line 
1.3.5 Market research  (5 x 1) (5)
1.4 1.4.1 Okavango Delta 

1.4.2 Tamarin Bay 
1.4.3 Lake Kariba 
1.4.4 Maluti Mountains 
1.4.5 Bazaruto Archipelago  (5 x 1) (5)
1.5 1.5.1 B
1.5.2 D
1.5.3 E
1.5.4 A
1.5.5 C (5 x 1) (5)
TOTAL SECTION A: 40

SECTION B: MAP WORK AND TOUR PLANNING; FOREIGN EXCHANGE
QUESTION 2
2.1 2.1.1  Flights 

 Car rental 
 Accommodation
 Two meals daily
 One game drive per stay (Any 2 x 1) (2)
2.1.2 Nature lover / Eco-tourist 

Motivation: The tour visits a game lodge which will give opportunities
for game viewing. 
OR
Leisure tourist
Motivation: The tour offers opportunities for relaxation.
OR
Health tourist
Motivation: The tour offers accommodation at a spa. (2)
2.1.3  Leisure 
 Game viewing (2)
 Visit to a spa
2.1.4  Summer clothing / Light, cool clothing

 Hat 
 Sun block
NOTE: Answers should be related to the summer weather. (2)
[8]
QUESTION 3
3.1 $75 x  14,19  = R1 064,25  OR R1064,25  (3)
3.2 3.2.1 Fluctuations refers to the increase and decrease of the exchange
rate of a currency.  (2)
3.2.2 Foreign exchange bureaus 

Commercial banks  (2)
Bureaux de change
3.2.3 R8 500 ÷  17,62 = £482,41  OR £482,41  (3)
3.3  The money spent by them in the local communities of the countries that
they visit will set the multiplier effect in motion benefitting the
economies. 
 They will spend money on accommodation, activities, restaurants,
shopping etc. benefitting the local economies.
 Job creation for local communities.
NOTE: Do not award marks if no explanation is given. (2)
[12]
TOTAL SECTION B: 20
SECTION C: TOURISM ATTRACTIONS; CULTURE AND HERITAGE

TOURISM; MARKETING
QUESTION 4
4.1  Fishing  / Fly fishing

 Viewing hippopotamuses and crocodiles
 Kayaking
 Exploring the dam by boat
 Bird watching
 Sun downer cruises
 Dam wall tours
 Excursions
 Diving (Any 1 x 1) (1)
4.2 SADC Country ONE reason why it is considered a

attraction top tourist attraction
Cahora Bassa Mozambique   It is the second largest dam in
Dam Africa 
 It is the largest hydro-electric
scheme in Southern Africa
 The damming of the Zambezi
River created the fourth largest
artificial lake in Africa
 The lake has a great variety of fish (3)
Royal Hills of Madagascar  The site has cultural, historical
Ambohimanga and spiritual significance 
 The walled historic village
contains burial sites of members
of the Madagascar royal family
 It is a place of worship for the
people of Madagascar
 It is a UNESCO World Heritage
Site (3)
Kahuzi-Biega Democratic  It is the home of one of the last
National Park Republic of the existing groups of lowland
Congo  / DRC gorillas 
 Chimpanzees, forest elephants
and many other species of wildlife
and plants are found in the park
Site (3)

SADC Country ONE reason why it is considered a

attraction top tourist attraction
The Tsodilo Botswana   It contains a wide variety of San
Hills rock art dating back to the Early
Iron Age 
 It is a sacred and spiritual area for
the San people
Site (3)
Matopo Hills Zimbabwe   The area exhibits many distinctive
rock formations 
 The area has one of the highest
concentrations of rock art in
southern Africa.
 The area has abundant animal
and plant species
Site (3)
[16]
QUESTION 5
5.1 5.1.1 (a) The cultural experience on offer is specific to the area and
cannot be experienced elsewhere.  (2)
(b) There is a wide variety of cultural experiences on offer.  (2)
5.1.2 Xhosa  (2)
5.1.3  Women's clothing includes dresses in bright colours like

orange, green, red and white with braiding and beads worn over
a skirt.  The headdress is a colourful braided turban.
 The Xhosa people are known for their beautiful beadwork which
forms an important part of women’s traditional clothing. 
 Women wear long necklaces made from beads, with collars of
multi-coloured beads around the neck, as well as beaded arm
and ankle bracelets.
 Traditionally, the women's clothing and ornaments show the
stages of their lives.
 Xhosa men usually wear a covering around the waist and a
short cloak made from animal skin over the shoulders. The
cloak is sometimes replaced with a blanket. Xhosa men
traditionally also wore sandals made from animal skin.
 During initiation, Xhosa boys whiten their bodies and wear a
blanket or sheepskin to ward off evil.
NOTE: Accept any other appropriate answer. (Any 2 x 2) (4)

5.2 5.2.1 South African Heritage Resources Agency  (2)
5.2.2 SAHRA protects South Africa’s cultural heritage.  It also

educates and trains South Africans to help identify heritage
resources.  It is tasked with keeping an information database on
the national estate.  (3 x 2) (6)
5.2.3 The structures may be of cultural significance or have other special

value for the present community or future generations.  (2)
[20]
QUESTION 6
6.1 Above-the-line promotional Below-the-line promotional

techniques techniques
Electronic advertising  e.g. web- Personal selling 
based advertising, video walls,
digital displays
Printed material  e.g. brochures Sales promotions 
Conventional media tools  e.g. Promotional sponsorship 
magazines
(6 x 1) (6)
6.2  Leisure tourists 

 Business tourists  (2)
6.3  Interviews 
 Surveys 
 Questionnaires
 Gathering a sample of potential customers and getting their feedback
(2 x 2) (4)
6.4 The charges for toll-free phone calls have to be paid by Flight Centre and
therefore need to be taken into consideration when drawing up the
budget.  (2)
[14]
TOTAL SECTION C: 50

SECTION D: TOURISM SECTORS
QUESTION 7
7.1 7.1.1  Mango Airlines 

 Kulula (Any one) (1)
7.1.2 Johannesburg and Port Elizabeth  (2 x 1) (2)
7.1.3 Budget airlines provide flights at a lower cost. 

Passengers have fewer comforts and a lower level of service on a
budget airline. 
Refreshments and newspapers are usually not included in the ticket
price and have to be purchased on board budget airlines.
Tickets are not usually assigned specific seats on budget airlines.
Only one class of service, economy class, is available on budget
airlines. (Any 2 x 2) (4)
7.1.4 Narrow body aircraft 

Motivation: FlySafair only offers domestic flights and therefore only
makes use of narrow body aircraft. 
Wide body aircraft are used on long haul, international flights. (2 x 2) (4)
7.1.5  The passenger must report to the check in counter of the airline
upon which he/she is booked and produce identification (identity
document, driver’s license or passport). 
 The passenger must report to the check in counter at least an
hour prior to departure of the flight. 
 The staff member will check the passenger’s details against the
bookings on the flight.
 The passenger will place their check-in luggage on the scale
after which it will be tagged and transferred to the airplane. 
 The passenger will receive a boarding pass and luggage tickets
as proof that their luggage has been checked in.
 The passenger will proceed to the security checkpoint. (3 x 2) (6)

7.1.6 Advantage Disadvantage

 It is easier for the passenger  Passengers may have to
to get up and go to the stand up if passengers seated
toilet.  at the window want to move
around during the flight. 
 It is easier for the passenger  Passengers can be bumped
to get up and stretch their by people moving up or down
legs or stretch their legs into the aisle.
the aisle.
 A passenger seated on an
aisle will find it easier and
quicker to disembark. (Any 2 x 2) (4)
7.1.7 R1 416 + R300  (R150 per leg of the trip) = R1 716  OR

R1 716  (2)
7.2 7.2.1 Valid driver’s license  (2)
7.2.2 The premium is higher but the excess amount that the renter will
have to pay will be less than in the case of standard insurance if the
vehicle is involved in an accident/collision.  (2)
7.2.3 The amount of money that the renter will have to pay if he/she is at
fault in an insurance claim.  (2)
7.2.4 The renter of the vehicle is covered in their personal capacity during
the rental period for death benefit, medical expenses and support
required in the event of an accident.  (2)
7.2.5 Credit card payment ensures that the rental company is able to trace
the renter of the vehicle and have his/her banking details. 
Credit card payment allows the rental company to put a hold for the
required amount onto the credit card of the client. This amount is
released when the client returns the vehicle in the condition in which
he/she received it.  (2 x 2) (4)
7.2.6 Vuyani gets 400 km free with his rental. He drives an additional
60 km @ R2,26 per km.
Total cost: R1 287 + R135,60  (kilometres) = R1 422,60  OR
R1 422,60  (3)

7.3 At stations:
Tight security is present at all stations with electronic surveillance and
visible policing.  More than 650 CCTV cameras are in place in stations
and on platforms. SA Transport Police and security guards maintain a
constant security presence. Only valid ticket holders are allowed on
stations. (2)
On board the Gautrain:
Tight security is present on all trains with electronic surveillance and visible
policing.  CCTV cameras are in place in rail cars. SA Transport Police
and security guards maintain a constant security presence on trains. Only
valid ticket holders are allowed on trains. In-car cameras allow the driver to
see what is happening on board the train. Alarms will sound in the event of
emergencies. (2)
7.4 A suite is the most expensive type of cabin on board a luxury cruise liner. It
has additional facilities such as a balcony, full bathroom, separate living
and sleeping quarters, bar and kitchenette. 
An inside cabin is generally the cheapest/smallest type of accommodation

on board a luxury cruise liner. It has no windows and only basic
facilities.  (2 x 2) (4)
7.5 7.5.1  Risk taking 

 Commitment 
 Creativity
 Independence
 Motivation
 Obsession with opportunity
 Problem solving
 Decision making
 Visualisation
 Social skills
 Cultural diversity
 Leadership
 Communication skills
7.5.2  Lack of finance/money to buy the necessary items. 

 Tourists could have been scared to visit the township.
 Lack of support from the role players in the tourism industry.
 Theft of his bicycles or helmets. (Any 1 x 2) (2)
[50]
TOTAL SECTION D: 50

SECTION E: DOMESTIC, REGIONAL AND INTERNATIONAL TOURISM;

COMMUNICATION AND CUSTOMER CARE
QUESTION 8
8.1 A – Spontaneous Budget Explorers 

B – Seasoned Leisure Seekers 
C – Well-to-Do Mzanzi Families  (3 x 2) (6)
8.2 8.2.1 December falls in the summer school holidays. 

The weather is conducive for leisure travel. (2)
8.2.2 To improve measures and efforts aimed at addressing seasonality.  (2)
8.2.3  Maximise the all year round use of existing tourism assets and
facilities. 
 Implement differentiated marketing by setting up provincial
marketing offices in other provinces to create inter-provincial
partnerships and cross selling across provinces. 
 Conduct an audit of all existing government owned resorts/parks/
nature reserves in less visited provinces and regions that may not
be optimally used or are under-utilised.
 Develop and implement a Public Private Partnership Framework for
tourism focusing on management of facilities.
 Create special activities for less visited areas and low seasons.
 Provide support for one mega event hosting per province during low
season and in less visited provinces (music festivals, sports events,
cultural events, religious gatherings, etc.).
 Development of pre- and post-event specific offerings or options to
increase the length of stay within the less visited areas. (2 x 2) (4)
8.3 8.3.1 Zambia  (1)
8.3.2 Luanda  (1)
8.3.3 B (1)
8.3.4  Airplane  / Flights

 Cruise liner (Any 1 x 1) (1)

8.4 8.4.1 Regional Tourism Organisation of Southern Africa  OR RETOSA (2)
8.4.2  An increase in the volume of tourists will generate an income for

the region through tourist spending e.g. accommodation,
attractions, shopping and transport. 
 Tourism is labour intensive, thus a large number of people will be
employed.
 The multiplier effect will be put in motion which will lead to
economic growth.
 There will be a demand for new and improved tourism
infrastructure development e.g. airports (to accommodate more
flights) and communication networks.

[22]
QUESTION 9
9.1  Appropriate dress for staff members so as not to offend Muslim guests
and show respect to them. 
 Times of worship, Ramadan, answering queries regarding prayer times
and prayer rooms as well as providing guests with a list of mosques
located close by. 
 The food and drink preferences of Muslim guests e.g. halaal food and
non-alcoholic beverages.
 Staff need to be taught what halaal means.
 The restaurant staff need to be trained to answer any queries posed by a
Muslim guest.
 Staff need to be able to provide the names of restaurants where guests
will be able to find halaal food if the hotel does not have a halaal
restaurant or does not serve halaal food in their restaurants.
 Knowledge of basic Arabic phrases for greetings and giving directions.
NOTE: Accept any other appropriate answer. (2 x 2) (4)
9.2 9.2.1  Galileo 

 Sabre 
 Worldspan
 Abacus (Any 2 x 1) (2)
9.2.2  The travel agency will be able to use the GDS technology to
search for the best available hotel accommodation, flights and
car rental deals and rates for the couple without going to
individual supplier websites. 
 Bookings can be made within minutes.  (2 x 2) (4)
9.2.3  Performance management 

 Quality control checks 
 Customer surveys
 Team and peer reviews
 In-service training (Any 2 x 2) (4)

9.2.4  Revenue is generated 

 Job creation 
 Satisfied customers lead to satisfied staff
 Positive word of mouth advertising
 Less money will be spent on marketing (Any 2 x 2) (4)
[18]
TOTAL SECTION E: 40
GRAND TOTAL: 200

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This marking guideline consists of 13 pages.

SECTION A: SHORT QUESTIONS

1.3 1.3.1 wide ✓

1.4 1.4.1 Matopo Hills ✓

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SECTION B: MAP WORK AND TOUR PLANNING; FOREIGN EXCHANGE

2.3 Walking on the beach ✓

3.1 Great British Pound ✓✓

3.2 Foreign exchange bureau ✓✓

3.4 R25 500 ÷ ✓18,80 ✓ = £1 356,38 ✓

£1 356,38 ✓✓✓ (3)

3.5 £15 x ✓18,09 ✓ = R271,35 ✓

R271,35 ✓✓✓ (3)

SECTION C: TOURISM ATTRACTIONS; CULTURAL AND HERITAGE

4.1 A– Ngorongoro Conservation Area ✓✓

4.2 (a) 4.2.1 ✓✓ (2)

4.3 4.3.1 Mountain Gorilla safari ✓✓ (2)

4.3.2 It is the Virunga National Park’s main source of income to fund

4.4.2 Visiting shipwrecks ✓

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5.1 5.1.1 (a) Samp ✓

(b) Traditional healer ✓✓

(c) Cattle form part of the custom of lobola ✓✓whereby the

5.2 5.2.1 (a) South African Heritage Resources Agency ✓✓

(b) SAHRA is tasked with the protection of South Africa’s

5.2.2 The sites will be protected under the National Heritage

5.2.3 To ensure that these sites are preserved for future

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6.1 6.1.1 (a) Billboard ✓ (1)

(b) Sales promotion ✓ (1)

6.1.3 To make phone calls and send e-mails to the advertising

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SECTION D: TOURISM SECTORS

7.1 7.1.1 Compartment: A partitioned section or separate room within a

(b) Additional driver surcharge: if the renter of the vehicle wants

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7.4 7.4.1 06:30 or earlier ✓✓ (2)

7.4.2 NOTE: Candidates should select ONLY ONE of the options

Self-service check-in kiosks

7.4.3 All hand luggage is screened by an X-ray screening

7.4.4 (a) FlySafair is a budget airline that provides flights at a lower

7.5 7.5.1 Hotel manager ✓

NOTE: Accept any relevant career opportunities. (2 x 1) (2)

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7.5.2 Organisational skills ✓

NOTE: Accept any relevant skills. (2 x 1) (2)

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SECTION E: DOMESTIC, REGIONAL AND INTERNATIONAL TOURISM;

8.1 8.1.1 Cannot afford to travel ✓

8.1.2 A – Well-to-do-Mzansi Families ✓✓

8.1.3 Increase domestic tourism expenditure. ✓✓

8.2 8.2.1 A – Zambia ✓

8.2.3 Beitbridge ✓ (1)

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9.1 9.1.1 (a) Japanese ✓ (1)

(b) Muslim ✓ (1)

9.1.2 Tourist satisfaction will increase. ✓✓

9.3 9.3.1 Verbal ✓✓

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