Observation

1. Comments

   1. Candidates’ performance was okay.
   2. Part (b) of the question was fairly attempted by the candidates.
   3. Part (c) of the questions was well-attempted.

   (a)        Aftersales service is a service provided to customers after goods have been purchased in the form of home delivery, installation and maintenance.
    
   (b)        Benefits of customer service

   1. It is used as a competitive tool by an organization;
   2. It is used as extra attraction for customers to patronize the product;
   3. It creates goodwill and good public image for the organization;
   4. It is associated with giving of warranty in the form of repairs;
   5. It helps to resolve customer’s complaints;
   6. It promotes customer’s loyalty;
   7. It helps to encourage customer recommendation;
   8. It leads to increase in profit;
   9. It helps to build customer’s confidence in the organization;
   10. It improves employees’ morale; and
   11. It can reduce costs for the organization;
   12. It promotes customer conversion.

                                                                                      
   (c)        Advantages of shareholding

   1. It attracts dividends;
   2. It enjoys bonus shares;
   3. It attracts right issues;
   4. It attracts right issues;
   5. It permits attendance and voting at meetings;
   6. Share certificates can be used as collateral for loans;
   7. Liability is limited to investment in the shares;
   8. There is opportunity for capital gain;
   9. It helps to spread or reduce risk;
   10. It helps to encourage savings;
   11. There is liquidity benefit for the holders;
   12. There is transferability benefit to the holders;
   13. It creates prestige for the holders; and
   14. It helps in retirement planning.