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JCE Commerce & Office Procedures

Business basics and everyday office practice — how trade works, how an office runs, and the documents, equipment, and communication skills used in it.

Topic 1

Introduction to Commerce

Nature and Scope of Commerce

Commerce is the branch of business activity concerned with the exchange of goods and services, covering everything that helps move goods from producers to consumers. Commerce is made up of trade (the actual buying and selling of goods) and aids to trade (services that support trade, such as banking, insurance, transport, warehousing, advertising, and communication).

Trade itself is divided into home trade (buying and selling within a country, split into wholesale trade and retail trade) and foreign trade (buying and selling between countries, split into import trade, export trade, and entrepot trade — importing goods only to re-export them to a third country).

Trade vs aids to trade

  • Trade = the actual buying and selling of goods
  • Aids to trade = services that SUPPORT trade, but aren't trade itself (banking, insurance, transport, warehousing, advertising, communication)
  • Without aids to trade, trade would still happen, but far less efficiently — e.g. without transport, a producer could only sell to people nearby

The Aids to Trade, Explained

Aid to tradeWhat it doesWhat would happen without it
BankingKeeps money safe and provides ways to pay and be paidBuyers and sellers would have to carry and count large amounts of cash
InsuranceCompensates a business for loss from fire, theft, or accidentA single disaster could bankrupt a business overnight
TransportMoves goods from where they are produced to where they are neededProducers could only sell to people living nearby
WarehousingStores goods safely between production and saleSeasonal goods (e.g. crops) would spoil or be unavailable out of season
AdvertisingInforms and persuades consumers about what is availableConsumers would not know a product even existed
CommunicationLets buyers and sellers exchange information over distanceOrders and enquiries could only be made in person

Needs and Wants

A need is something essential for survival, such as food, water, shelter, and clothing. A want is something a person desires but is not essential to survive, such as a new phone or a holiday. Commerce exists to satisfy both, though what counts as a "need" can change depending on a society's standard of living — a mobile phone might be a luxury want in one context and a practical necessity for work in another.

Needs vs wants: the survival test

  • Need = you cannot survive without it
  • Want = it improves quality of life, but survival doesn't depend on it
  • Quick test: "would a person suffer serious harm without this?" If yes, it's a need; if no, it's a want, however important it feels

Nature of Production

Production is the process of creating goods and services to satisfy needs and wants. It happens in three sectors: the primary sector (extracting raw materials, e.g. farming, mining, fishing), the secondary sector (manufacturing or processing raw materials into goods, e.g. factories, construction), and the tertiary sector (providing services, e.g. banking, retail, transport, and commerce itself).

Production depends on four factors of production: land (natural resources used in production, e.g. soil, water, minerals), labour (the human effort, both physical and mental, put into production), capital (man-made resources used to produce further goods, e.g. machinery, tools, buildings), and enterprise (the entrepreneur's skill in organising the other three factors and taking on business risk).

Commercial Activities

Commercial activities are all the activities involved in getting goods from the producer to the final consumer. These include: buying and selling (trade itself), transporting goods, storing/warehousing goods, insuring goods against loss, financing/banking the transaction, and advertising goods so consumers know they exist. Commercial activities are essentially trade plus every aid to trade working together.

Chain of Distribution

The chain of distribution describes the path goods take from producer to final consumer: Producer → Wholesaler → Retailer → Consumer, with payment flowing back in the opposite direction. A wholesaler buys in bulk from producers and breaks this down into smaller quantities for retailers; a retailer buys from wholesalers (or sometimes producers) and sells small quantities directly to the public.

Not every product passes through every link — a producer who uses direct selling sells straight to the public, skipping the wholesaler and retailer (e.g. a farmer selling vegetables at a roadside stall, or a company selling only through its own website).

Why the chain of distribution exists at all

  • Producers usually make goods in bulk, far from where individual consumers live — wholesalers and retailers "break bulk," moving goods closer to consumers in the small quantities they actually want to buy
  • Skipping a link (direct selling) can raise the producer's profit margin, since there's no middleman to pay, but the producer then has to do the middleman's marketing and distribution work themselves

Specialisation

Specialisation is when an individual, business, region, or country concentrates on producing a limited range of goods or services, rather than trying to produce everything needed. Division of labour is a specific form of specialisation where a production process is split into separate tasks, with different workers each specialising in one task (for example, in a factory production line, one worker attaches wheels while another fits the engine).

Advantages of specialisationDisadvantages of specialisation
Workers become highly skilled at their one task, increasing outputWorkers become dependent on others for goods they no longer produce themselves
Less time wasted switching between different jobsRepetitive tasks can become monotonous and demotivating
Allows large-scale, efficient mass productionIf one part of the chain fails (e.g. a strike), the whole process can stop

Topic 2

The Office World

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Topic 3

Office Equipment & Keyboarding

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Topic 4

Mailing Procedures

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Topic 5

Filing, Indexing and Storing

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Topic 6

Establishing the Business

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Topic 7

Operating the Business

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Topic 8

Communication

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Topic 9

Document Production

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Topic 10

Finance

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Flashcards

Key Terms

Flip through the key terms for each topic, in the same order they're introduced in the notes above.

TermCommerce
DefinitionThe branch of business activity concerned with the exchange of goods and services, made up of trade and aids to trade.
TermAids to trade
DefinitionServices that support trade, such as banking, insurance, transport, and warehousing.
TermHome trade
DefinitionBuying and selling within a country, made up of wholesale trade and retail trade.
TermForeign trade
DefinitionBuying and selling between countries: import trade, export trade, and entrepot trade.
TermEntrepot trade
DefinitionImporting goods only to re-export them to a third country.
TermNeed
DefinitionSomething essential for survival, such as food, water, shelter, and clothing.
TermWant
DefinitionSomething a person desires but is not essential to survive.
TermProduction
DefinitionThe process of creating goods and services to satisfy needs and wants.
TermLand (factor of production)
DefinitionNatural resources used in production, e.g. soil, water, minerals.
TermLabour (factor of production)
DefinitionThe human effort, physical and mental, put into production.
TermCapital (factor of production)
DefinitionMan-made resources used to produce further goods, e.g. machinery, tools, buildings.
TermEnterprise (factor of production)
DefinitionThe entrepreneur's skill in organising land, labour, and capital, and taking on business risk.
TermCommercial activities
DefinitionAll activities involved in getting goods from producer to consumer, e.g. buying, transporting, storing, insuring, advertising.
TermChain of distribution
DefinitionThe path goods take from producer to final consumer, through wholesalers and retailers.
TermWholesaler
DefinitionBuys in bulk from producers and sells smaller quantities on to retailers.
TermRetailer
DefinitionBuys from wholesalers (or producers) and sells small quantities directly to the public.
TermSpecialisation
DefinitionConcentrating on producing a limited range of goods or services rather than everything needed.
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TermOffice procedures
DefinitionThe agreed, standard ways of carrying out routine office tasks, so work is done consistently.
TermOffice
DefinitionThe place where a business's administrative work is carried out.
TermOpen-plan office
DefinitionOne large room shared by many workers; easy supervision, but noisy with little privacy.
TermPrivate (closed) office
DefinitionSeparate, enclosed rooms; quiet and good for confidential work, but harder to supervise.
TermHealth and safety
DefinitionKeeping the working environment free from hazards that could cause injury or illness.
TermOffice hazard
DefinitionA condition that could cause injury, e.g. trailing cables, overloaded sockets, or poor lighting.
TermReceptionist
DefinitionUsually the first point of contact for visitors and callers to a business.
TermQualities of a good receptionist
DefinitionSmart appearance, politeness, good communication skills, patience, and staying organised under pressure.
TermAppointments diary
DefinitionA record kept by reception of scheduled meetings and visits.
TermHuman relations
DefinitionHow people in an office interact with one another and with the public.
TermSystem
DefinitionAn organised set of procedures designed to achieve a particular office task efficiently.
TermProcedure
DefinitionOne specific step-by-step method within a wider system.
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TermHardware
DefinitionThe physical parts of a computer system, e.g. monitor, keyboard, mouse, printer.
TermSoftware
DefinitionThe programs that run on computer hardware.
TermWord processor
DefinitionSoftware used for typing and formatting letters, memos, and reports.
TermDatabase (software)
DefinitionSoftware for storing and searching large amounts of information.
TermFranking machine
DefinitionStamps outgoing mail with the correct postage automatically, and records the total cost.
TermDate stamp
DefinitionStamps the date onto incoming mail as it is received.
TermTelecommunication equipment
DefinitionEquipment allowing an office to communicate over distance, e.g. telephones, fax, email.
TermFax machine
DefinitionSends a copy of a paper document down a telephone line.
TermIntercom
DefinitionAllows quick internal spoken communication between rooms or departments.
TermA4 paper
DefinitionThe standard paper size used for letters and documents.
TermA3 paper
DefinitionTwice the size of A4; used for posters and large charts.
TermKeyboarding
DefinitionThe skill of typing accurately and efficiently using a computer keyboard.
TermTouch typing
DefinitionTyping without looking at the keys, using the home row (ASDF JKL;) as a base.
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TermIncoming mail
DefinitionMail received by a business, sorted, opened, date-stamped, and recorded before distribution.
TermOutgoing mail
DefinitionMail sent by a business, checked, weighed, franked, and recorded before sending.
TermDate stamp
DefinitionA stamp recording the date a piece of mail was received.
TermOrdinary mail
DefinitionThe standard, cheapest postal service.
TermRegistered mail
DefinitionA tracked and signed-for postal service, used for valuable or important documents.
TermExpress / courier mail
DefinitionThe fastest delivery service, at a higher cost.
TermParcel post
DefinitionA postal service for sending larger items or packages rather than letters.
TermAddressing mail correctly
DefinitionIncluding the recipient's full name/title, postal address, and PO Box/postal code to avoid delay.
TermMail register
DefinitionA record proving when mail was received or that it was sent.
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TermManual filing
DefinitionOrganising paper documents by hand so they can be found again quickly.
TermAlphabetical filing
DefinitionDocuments arranged by name.
TermNumerical filing
DefinitionDocuments arranged by a reference number.
TermChronological filing
DefinitionDocuments arranged by date.
TermGeographical filing
DefinitionDocuments arranged by location, e.g. by town or region.
TermFiling cabinet
DefinitionA cupboard of drawers used to store hanging files.
TermBox file
DefinitionA sturdy box for storing loose papers relating to one subject.
TermGuide cards
DefinitionDividers placed between groups of files to show where one section ends and the next begins.
TermCentralised filing
DefinitionAll of a business's documents filed together in one central location.
TermDecentralised filing
DefinitionEach department keeps and manages its own files separately.
TermDatabase (filing)
DefinitionA computerised system for storing, organising, and retrieving large amounts of information.
TermIndexing
DefinitionDeciding exactly where a document will be filed, and creating a way to locate it again.
TermStraight (direct) indexing
DefinitionFiling a document exactly under the obvious name or number it carries.
TermCross-referencing
DefinitionA note placed in a second location pointing back to where a document is actually filed.
TermArchiving
DefinitionMoving old or inactive files to separate long-term storage to free up active filing space.
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TermEntrepreneur
DefinitionA person who identifies a business opportunity, organises resources, and takes on financial risk.
TermMarket research
DefinitionGathering information about customers and competitors to reduce the risk of business failure.
TermPrimary research
DefinitionNew, first-hand information, e.g. questionnaires, interviews, observation.
TermSecondary research
DefinitionInformation that already exists, e.g. government statistics, industry reports.
TermShort-term finance
DefinitionFinance for day-to-day cash flow needs, e.g. bank overdraft or trade credit.
TermBudget
DefinitionA financial plan estimating expected income and expenditure over a future period.
TermSurplus (budget)
DefinitionWhen estimated income exceeds estimated expenditure.
TermDeficit (budget)
DefinitionWhen estimated expenditure exceeds estimated income.
TermSole trader
DefinitionA business owned by one person, with unlimited liability.
TermUnlimited liability
DefinitionThe owner is personally responsible for business debts; personal assets can be used to pay them off.
TermHire purchase
DefinitionUsing an asset immediately while paying for it in instalments, owning it once the final instalment is paid.
TermLeasing
DefinitionPaying to use an asset without ever owning it, returning it at the end of the agreement.
TermCo-operative
DefinitionA business owned by its members, who share profits/benefits according to use rather than investment.
TermCorporate social responsibility (CSR)
DefinitionVoluntary activities a business carries out that benefit the community.
TermRegulation
DefinitionLaws businesses must follow, e.g. health and safety, consumer protection.
TermLicensing
DefinitionA licence needed before certain businesses can legally operate.
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TermBusiness plan
DefinitionA written document setting out a business's goals and how it intends to achieve them.
TermCustomer service
DefinitionTreating customers well before, during, and after a sale.
TermConsumer protection
DefinitionLaws and regulations protecting buyers from unfair business practices.
TermSales promotion
DefinitionShort-term incentives such as discounts, competitions, or free samples.
TermCredit trading
DefinitionGoods sold now, with payment made at a later, agreed date.
TermInvoice
DefinitionA bill requesting payment for goods supplied; sent by the seller.
TermCredit note
DefinitionReduces the amount owed, e.g. for returned or damaged goods.
TermDebit note
DefinitionCorrects an invoice where too little was charged, increasing what's owed.
TermTrade discount
DefinitionA reduction off the list price for bulk/trade buyers, deducted before the invoice total is calculated.
TermCash discount
DefinitionA reduction for prompt payment, deducted only if paid within an agreed time.
TermVAT
DefinitionA tax added to the price of most goods and services, collected on behalf of government.
TermPiece rate
DefinitionPay calculated per unit produced or task completed.
TermCommission
DefinitionPay calculated as a percentage of sales made, common for salespeople.
TermOvertime
DefinitionExtra pay for hours worked beyond the normal working week, usually at a higher rate.
TermGross pay
DefinitionTotal earnings before any deductions.
TermNet pay
DefinitionTake-home pay, what remains after deductions such as tax and pension contributions.
TermFloat
DefinitionThe fixed amount given to a petty cashier at the start of a period.
TermImprest system
DefinitionA system where the petty cashier is reimbursed at the end of each period to restore the float.
TermAnalysis columns
DefinitionColumns in the petty cash book that break down each payment by expense type.
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TermOral communication
DefinitionSpoken communication, such as conversation, telephone calls, or announcements.
TermWritten communication
DefinitionCommunication such as letters, memos, and reports, that creates a permanent record.
TermInternal communication
DefinitionCommunication between people within the same business.
TermExternal communication
DefinitionCommunication between the business and outside parties, such as customers or suppliers.
TermAgenda
DefinitionA list of items to be discussed at a meeting, prepared in advance.
TermBarrier to communication
DefinitionAnything that prevents a message being understood correctly, e.g. noise, jargon, or distraction.
TermNotice of meeting
DefinitionInforms members when and where a meeting will be held.
TermMinutes
DefinitionA written record of what was discussed and decided at a meeting.
TermChairperson
DefinitionLeads a meeting and keeps discussion on track.
TermSecretary
DefinitionPrepares and circulates the agenda, and records the minutes.
TermAnnual General Meeting (AGM)
DefinitionA formal meeting held once a year to report on activities and finances, and elect officials.
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TermFormatting
DefinitionAdjusting font, spacing, alignment, and layout so a document is clear and professional.
TermBusiness letter
DefinitionA formal written document used mainly for external communication.
TermMemorandum (memo)
DefinitionA short, informal written note used for internal communication.
TermSavingram
DefinitionA form of written internal communication, similar to a memo, commonly used between government offices.
TermWord processing
DefinitionUsing software to create and edit text-based documents.
TermLetter of enquiry
DefinitionAsks a supplier for information, e.g. prices or availability of goods.
TermLetter of complaint
DefinitionReports a problem, e.g. faulty goods or a late delivery.
TermCircular letter
DefinitionAn identical letter sent to many recipients at once, e.g. announcing a price change.
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TermMoney
DefinitionAnything generally accepted as payment for goods and services, or in settlement of debt.
TermBarter
DefinitionDirectly exchanging one good for another, without using money.
TermDouble coincidence of wants
DefinitionThe problem with barter: each party must want exactly what the other is offering.
TermMedium of exchange
DefinitionMoney's function of being used to buy and sell goods without direct barter.
TermStore of value
DefinitionMoney's function of being saved and used later, since it keeps its value over time.
TermCurrent account
DefinitionA bank account for frequent transactions, usually with a chequebook/debit card, little or no interest.
TermSavings account
DefinitionA bank account for saving over time, usually pays interest, with withdrawal limits.
TermFixed deposit account
DefinitionMoney locked away for an agreed period in exchange for a higher rate of interest.
TermCheque
DefinitionA written instruction to a bank to pay a stated amount to a named person.
TermStanding order
DefinitionAn instruction to a bank to pay a fixed amount to someone else on a regular date.
TermDirect debit
DefinitionPermission given to another organisation to collect varying amounts from your account.
TermElectronic funds transfer (EFT)
DefinitionMoving money directly between bank accounts electronically.
TermMobile money
DefinitionSending and receiving money using a mobile phone, without needing a traditional bank account.
TermCentral bank
DefinitionBotswana's Bank of Botswana; regulates the money supply, issues currency, oversees commercial banks.
TermCommercial bank
DefinitionAn ordinary bank (e.g. FNB, Stanbic) that serves individual customers directly.
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Introduction to Commerce

1
1 mark
Commerce is made up of trade and:
  • A.Production
  • B.Aids to trade
  • C.Filing
  • D.Manufacturing
2
1 mark
Mining and fishing belong to which sector of production?
  • A.Primary
  • B.Secondary
  • C.Tertiary
  • D.Retail
3
4 marks
Distinguish between a "need" and a "want", giving one example of each.
Model answerA need is something essential for survival, e.g. food or water. A want is something desired but not essential for survival, e.g. a new phone or a holiday.
4
6 marks
Describe the chain of distribution from producer to consumer, and explain how direct selling changes it.
Model answerThe chain of distribution moves goods from producer to wholesaler, to retailer, and finally to consumer, while money flows back in the opposite direction. In direct selling, the producer sells straight to the consumer, skipping the wholesaler and retailer entirely.
5
1 mark
Which of these is NOT one of the four factors of production?
  • A.Land
  • B.Labour
  • C.Marketing
  • D.Capital
6
6 marks
Explain the difference between a wholesaler and a retailer, and state one advantage of specialisation for a business.
Model answerA wholesaler buys in bulk from producers and sells smaller quantities on to retailers. A retailer buys from wholesalers (or producers) and sells small quantities directly to the public. One advantage of specialisation: workers become highly skilled at their one task, increasing output.

Topic 2

The Office WorldThe Office World

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Topic 3

Office Equipment & KeyboardingOffice Equipment & Keyboarding

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Topic 4

Mailing ProceduresMailing Procedures

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Topic 5

Filing, Indexing and StoringFiling, Indexing and Storing

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Topic 6

Establishing the BusinessEstablishing the Business

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Topic 7

Operating the BusinessOperating the Business

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Topic 8

CommunicationCommunication

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Topic 9

Document ProductionDocument Production

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Topic 10

FinanceFinance

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Mock Exams & Past Papers

Full Papers

Two full-length mock papers in the JCE Commerce & Office Procedures exam style, drawing on every topic above. Work through them under timed conditions, then reveal each answer to mark yourself.

Paper 1 — Multiple Choice

Time allowed: 1 hour  •  Total marks: 30

Instructions

  • Answer all 30 questions.
  • Each question carries 1 mark. Choose the single best answer.
1
1 mark
Banking, insurance, and transport are examples of:
  • A.Trade
  • B.Aids to trade
  • C.Retailing
  • D.Manufacturing
2
1 mark
A producer who sells straight to the public, skipping the wholesaler and retailer, is using:
  • A.Wholesale trade
  • B.Direct selling
  • C.Entrepot trade
  • D.Import trade
3
1 mark
The first point of contact for visitors to a business is usually the:
  • A.Treasurer
  • B.Receptionist
  • C.Entrepreneur
  • D.Wholesaler
4
1 mark
A trailing electrical cable across a walkway is an example of an office:
  • A.System
  • B.Hazard
  • C.Procedure
  • D.Index
5
1 mark
Software used mainly for typing letters and reports is called a:
  • A.Word processor
  • B.Spreadsheet
  • C.Database
  • D.Franking machine
6
1 mark
Typing without looking at the keys, using the home row as a base, is called:
  • A.Formatting
  • B.Touch typing
  • C.Indexing
  • D.Filing
7
1 mark
A postal service that is tracked and signed for is called:
  • A.Ordinary mail
  • B.Registered mail
  • C.Bulk mail
  • D.Franked mail
8
1 mark
A stamp used to record the date a letter was received is called a:
  • A.Date stamp
  • B.Franking mark
  • C.Index card
  • D.Reference number
9
1 mark
A filing system where documents are arranged by a reference number is called:
  • A.Alphabetical filing
  • B.Numerical filing
  • C.Chronological filing
  • D.Random filing
10
1 mark
Deciding exactly where a document will be filed, and how it can be found again, is called:
  • A.Formatting
  • B.Franking
  • C.Indexing
  • D.Budgeting
11
1 mark
An entrepreneur is best described as someone who:
  • A.Only works for the government
  • B.Identifies a business opportunity and takes on financial risk to pursue it
  • C.Never takes any risks
  • D.Only invests in shares
12
1 mark
A business organisation where liability is limited to what shareholders invested is a:
  • A.Sole trader
  • B.Partnership
  • C.Private limited company
  • D.Government department
13
1 mark
A document sent by the buyer requesting to purchase specific goods is a(n):
  • A.Invoice
  • B.Quotation
  • C.Order
  • D.Receipt
14
1 mark
A reduction given to bulk/trade buyers, deducted before the invoice is written, is a:
  • A.Trade discount
  • B.Cash discount
  • C.VAT
  • D.Credit note
15
1 mark
The fixed amount given to a petty cashier at the start of a period is called the:
  • A.Subscription
  • B.Budget
  • C.Float
  • D.Reserve
16
1 mark
A short, informal note used to communicate within a business is called a:
  • A.Business letter
  • B.Memo
  • C.Invoice
  • D.Statement of account
17
1 mark
A form of written communication similar to a memo, commonly used between government offices, is a:
  • A.Statement of account
  • B.Business letter
  • C.Savingram
  • D.Invoice
18
1 mark
Who is responsible for preparing the agenda and recording the minutes of a meeting?
  • A.Chairperson
  • B.Secretary
  • C.Treasurer
  • D.Receptionist
19
1 mark
The problem with barter that money solves is the need for a:
  • A.Central bank
  • B.Double coincidence of wants
  • C.Fixed exchange rate
  • D.Savings account
20
1 mark
Botswana's central bank is called the:
  • A.First National Bank
  • B.Stanbic Bank
  • C.Bank of Botswana
  • D.Standard Chartered
21
1 mark
Which of these is NOT one of the four factors of production?
  • A.Land
  • B.Marketing
  • C.Labour
  • D.Enterprise
22
1 mark
An office layout offering quiet, private rooms, but making supervision harder, is called:
  • A.Open-plan office
  • B.Private (closed) office
  • C.Mail room
  • D.Reception area
23
1 mark
The physical parts of a computer system, such as the monitor and printer, are called:
  • A.Software
  • B.Hardware
  • C.Database
  • D.Firmware
24
1 mark
A postal service used to send larger items or packages, rather than letters, is:
  • A.Registered mail
  • B.Ordinary mail
  • C.Parcel post
  • D.Circular mail
25
1 mark
Moving old, inactive files to separate long-term storage is called:
  • A.Indexing
  • B.Cross-referencing
  • C.Archiving
  • D.Franking
26
1 mark
Paying for the use of an asset without ever owning it, and returning it at the end of the agreement, is called:
  • A.Hire purchase
  • B.Leasing
  • C.Trade credit
  • D.Overdraft
27
1 mark
Pay calculated per unit produced or task completed is called:
  • A.Piece rate
  • B.Salary
  • C.Commission
  • D.Overtime
28
1 mark
Anything that prevents a message being understood correctly is called a:
  • A.Notice of meeting
  • B.Barrier to communication
  • C.Circular
  • D.Savingram
29
1 mark
An identical letter sent to many recipients at once, e.g. announcing a price change, is called a:
  • A.Letter of enquiry
  • B.Covering letter
  • C.Circular letter
  • D.Letter of complaint
30
1 mark
Giving another organisation permission to collect varying amounts from your account is called a:
  • A.Standing order
  • B.Direct debit
  • C.Fixed deposit
  • D.Cheque

Paper 2 — Structured Questions

Time allowed: 1 hour 30 minutes  •  Total marks: 62

Instructions

  • Answer all questions. Show all your working — marks are awarded for method as well as for the final answer.
1
6 marks
Explain what is meant by "commerce", and describe the two parts that make it up.
Model answerCommerce is the branch of business activity concerned with the exchange of goods and services. It is made up of trade (the actual buying and selling of goods) and aids to trade (services that support trade, such as banking, insurance, transport, and warehousing).
2
6 marks
List three duties of a receptionist, and explain how good human relations improve a business's image.
Model answerDuties: greeting visitors politely, directing them to the right person, answering and forwarding telephone calls (also acceptable: keeping the appointments diary, handling mail). Good human relations — politeness, patience, and respect — create a positive impression of the business among visitors and customers, and improve staff morale.
3
6 marks
Describe, in the correct order, the steps a business follows when handling outgoing mail.
Model answerCheck the letter is complete and correctly addressed, place it in an envelope, weigh it to determine correct postage, frank or stamp it, and record it in an outgoing mail register before it is sent.
4
6 marks
Recommend a filing method for each of the following, giving a reason: (a) records searched for by customer name; (b) a set of numbered invoices; (c) daily incoming correspondence.
Model answer(a) Alphabetical filing, since staff search by name. (b) Numerical filing, since each invoice already has a unique reference number. (c) Chronological filing, since the most recent items are looked up most often.
5
8 marks
A small business estimates monthly income of P10,000. Estimated expenses are: Rent P2,800, Wages P3,900, Stock purchases P2,500, Utilities P600.
  1. Calculate the total estimated expenditure. (3 marks)
  2. State the budget position and its amount. (3 marks)
  3. Explain what the business should do if this position had instead been a deficit. (2 marks)
Model answer
  1. Total expenditure = 2,800 + 3,900 + 2,500 + 600 = P9,800.
  2. Budget position = 10,000 − 9,800 = P200 surplus.
  3. If a deficit, the business would need to raise more income, cut back on planned expenditure, or arrange short-term finance (e.g. an overdraft) to cover the shortfall.
6
8 marks
Goods have a list price of P4,500. The buyer receives a 12% trade discount, and a further 5% cash discount for paying within 7 days.
  1. Calculate the trade discount and the invoice price. (4 marks)
  2. Calculate the amount actually paid if the buyer pays within 7 days. (4 marks)
Model answer
  1. Trade discount = 12% × 4,500 = P540. Invoice price = 4,500 − 540 = P3,960.
  2. Cash discount = 5% × 3,960 = P198. Amount paid = 3,960 − 198 = P3,762.
7
6 marks
A manager needs to remind all staff of a new office policy, and separately needs to write formally to a supplier about a late delivery. Recommend the most suitable method of communication for each situation, and explain your choice.
Model answerFor reminding staff of a policy, a memo is most suitable, since it is a short, informal, internal document all staff can refer back to. For writing formally to a supplier about a late delivery, a business letter is most suitable, since it is a formal, external document that creates a permanent, checkable record.
8
4 marks
Explain the difference between the Bank of Botswana and a commercial bank, giving one function of each.
Model answerThe Bank of Botswana is the central bank; it regulates the country's money supply and issues currency. A commercial bank, such as FNB or Stanbic, serves individual customers directly, e.g. by accepting deposits and providing loans.
9
6 marks
Explain the difference between hire purchase and leasing as sources of finance, and state one advantage of using short-term finance such as a bank overdraft over borrowing long-term.
Model answerHire purchase allows a business to use an asset immediately while paying for it in instalments, owning it once the final instalment is paid. Leasing means paying to use an asset without ever owning it, returning it at the end of the agreement. An overdraft is flexible and quick to arrange for short-term cash flow needs, without committing the business to a long-term repayment.
10
6 marks
A business receives many enquiry letters that must be answered quickly, but must also keep a permanent record of all correspondence relating to a legal dispute with a supplier. Recommend a suitable filing method for each situation, and explain the difference between centralised and decentralised filing.
Model answerFor enquiry letters answered quickly, chronological filing suits best, since the most recent letters are looked up most often. For the legal dispute records, numerical or alphabetical filing (by case reference or supplier name) works well, kept safely for as long as required. Centralised filing keeps all documents together in one location managed by specific staff, reducing duplication; decentralised filing lets each department manage its own files for faster local access.