Apprenticeships CUSTOMER. Functional Skills Level 1 MATHEMATICS

Transcription

1 Apprenticeships CUSTOMER SERVICE Functional Skills Level 1 MATHEMATICS

2 Published by Pearson Education Limited, a company incorporated in England and Wales, having its registered office at Edinburgh Gate, Harlow, Essex, CM20 2JE. Registered company number: Designed by AM Design Typeset by Tek-Art, Crawley Down, West Sussex Illustrated by Pearson Education Limited Cover design by Zannah Hawdon, Motif First published British Library Cataloguing in Publication Data A catalogue record for this book is available from the British Library. Copyright notice All rights reserved. No part of this publication may be reproduced in any form or by any means (including photocopying or storing it in any medium by electronic means and whether or not transiently or incidentally to some other use of this publication) without the written permission of the copyright owner, except in accordance with the provisions of the Copyright, Designs and Patents Act 1988 or under the terms of a licence issued by the Copyright Licensing Agency, Saffron House, 6 10 Kirby Street, London EC1N 8TS ( Applications for the copyright owner s written permission should be addressed to the publisher. Acknowledgements The publisher would like to thank the following for their kind permission to reproduce their photographs: Alamy Images: ableimages 1 All other images Pearson Education Every effort has been made to trace the copyright holders and we apologise in advance for any unintentional omissions. We would be pleased to insert the appropriate acknowledgement in any subsequent edition of this publication. Websites Pearson Education Limited is not responsible for the content of any external internet sites. It is essential for tutors to preview each website before using it in class so as to ensure that the URL is still accurate, relevant and appropriate. We suggest that tutors bookmark useful websites and consider enabling students to access them through the school/college intranet. Disclaimer This material has been published on behalf of Edexcel and offers high-quality support for the delivery of Edexcel qualifications. This does not mean that the material is essential to achieve any Edexcel qualification, nor does it mean that it is the only suitable material available to support any Edexcel qualification. Material from this publication will not be used verbatim in any examination or assessment set by Edexcel. Any resource lists produced by Edexcel shall include this and other appropriate resources. Copies of official specifications for all Edexcel qualifications may be found on the Edexcel website: ii

3 In this section you will find practice functional skills questions for Mathematics. These questions will help you prepare for your functional skills assessment as the types of questions included are similar to the ones you are likely to find in your assessment. The questions are based on scenarios you may encounter in your day-to-day job to make them more relevant to you. 1

4 LEVEL 1 MATHEMATICS SECTION A: Despatch Answer all questions in this section. Write your answers in the space provided. 1 Tracy works in customer service for a company selling car components. Her company sends items out to customers. Companies that send more than 5000 large items per year can use Royal Mail Packetpost. Packetpost Average weight First class (p) per item g 115.6p 96.3p g 143.5p 125.2p g 165.2p 137.7p g 202.7p 165.4p g 238.1p 192.3p g 272.7p 217.2p g 310.1p 247.5p g 347.4p 277.8p g 384.8p 308.1p g For each additional 250 g add 28.3p n/a Second class (p) per item Tracy wants to send a packet that has a weight of 300 g by first class Packetpost. (a) How much will this cost? 1 2

5 The company usually sends packets using second class Packetpost. Tracy needs to send some packets out urgently. She needs to send 200 packets. Each of the packets has a weight of 1.2 kg. Tracy will use first class Packetpost if the extra cost is less than 100 (b) Will Tracy send the packets by first class Packetpost or by second class Packetpost? 5 The company plans to send copies of a newsletter to their customers. Tracy finds out information about bulk mail services. Service Packetpost Packetsort Packetsort Plus Number of items sent Send over 5000 items per year Send over 5000 items per year with a minimum of 250 items per posting Send over 5000 items per year With a minimum of 1000 items per posting The company wants to send out 625 newsletters every month. (c) Which bulk mail services could Tracy use? 2 (Total for Question 1 is 8 marks) 3

6 2 The company has a fleet of vans. When an item has a weight of more than 20 kg, the company will use a van to deliver the item to a regional office. The table shows estimated travelling times between the three regional offices and the depot. Depot 4 hours Office 1 6 hours hours Office 2 2 hours 4 hours hours Office 3 Sally needs to work out the estimated travelling time from the depot to office 3 and then back to the depot. (a) Work out the estimated travelling time for this journey. 2 The company needs to work out whether its drivers are breaking company regulations when travelling from office 1 to office 3 and back again. Company regulations state that a van driver is allowed a maximum working time, including breaks, of hours per day. At the end of hours of driving time a van driver needs to have taken a total break time of 1 hour. (b) Work out whether a return journey from office 1 to office 3 in a single day breaks the company regulations. 2 4

7 The company needs a travel plan for one of their vans. The van needs to travel from the depot and visit all offices before returning to the depot. The van will spend 1 hour at each office. The driver will be able to rest during this period of time. The travel plan needs to include arrival and departure times from the depot and each office breaks for the driver to make sure that the van driver regulations are met. (c) Create a travel plan for the van. 4 (Total for Question 2 is 8 marks) 5

8 SECTION B: Department store Answer all questions in this section. Write your answers in the space provided. 3 Kelly works as a customer service assistant for a small department store. The department store plans to print promotional leaflets. Designer shoes are now half price Was 170 Now 75 Polka-dot dresses 20% off Was 62.50, now 50 Pizza Buy three get one free 1.39 each Buy four for 5.56 Kelly must check the leaflets before being printed. She needs to check the offer prices for the shoes and pizza. Explain any corrections that need to be made to the leaflets. 3 4 Five people work in the customer service department. Kelly collects their summer holiday requests. (Total for Question 3 is 3 marks) Yasmin Peter Nav Kelly Ertha Arthur Any two weeks in August Any three weeks in August The last two weeks in August Any two weeks in July or August Two weeks in August or September The first three weeks in August 6

9 The department needs a minimum of three of these people to staff the customer service department throughout the summer. Make a summer holiday schedule for the department. 5 (Total for Question 4 is 5 marks) 5 Kelly earns a basic rate of 6.50 per hour. However, she can earn 7.50 per hour if she is asked to work on an overtime basis. Kelly keeps a record of the hours she worked one week Day Basic hours Overtime hours Kelly was paid 225. She wants to check that this is the correct pay. Did Kelly receive the correct pay for this week? 4 7

10 (Total for Question 5 is 4 marks) 6 Kelly has collected data on the customer experience when returning goods for the last two months. Very satisfied Satisfied Not satisfied January February Kelly wants to display this information in the staff room. Draw a suitable graph or chart for Kelly. 4 (Total for Question 6 is 4 marks) 8

11 SECTION C: Customer service away day Answer all questions in this section. Write your answers in the space provided. 7 Carla is head of the customer service department. She has been asked to organise a customer service away day at a hotel in Lincoln. 30 people will be attending. Carla has a budget of 600 for a buffet lunch. The hotel has given Carla the following pricing schedule. The costs are all per person. Basic Standard Deluxe Main course Vegetables N/A Dessert Carla wants to spend as much of her budget as she can. Carla can pick and mix different menu choices. (a) Which of the three menu choices for main course, vegetables and dessert should Carla choose? 4 9

12 Daisy will attend the away day. Daisy lives in Redruth, 350 miles from the hotel. The company has agreed to pay Daisy s travel expenses. If Daisy uses her car for the return journey: Travel expenses ( ) = number of miles 0.4 If Daisy hires a car for the return journey: Travel expenses ( ) = (0.1 number of miles) Daisy decides to hire a car to drive to the away day and back home again. (b) Work out the saving for the company if Daisy hires a car. 4 The company will pay for overnight accommodation in Lincoln if Daisy s journey to Redruth is due to end after 9.30pm. The estimated journey time is 7 hours 14 minutes. Daisy will leave the away day at (c) Will the company pay for Daisy s overnight accommodation? 3 (Total for Question 7 is 11 marks) 10

13 8 Carla needs to meet each of five different people during one afternoon. She finds out the times that each person is available. Name Start time (pm) Length of meeting (minutes) Anne 1.00, 3.15, Sarah 12.45, 2.45, Peter 12.00, 3.15, Jeeva 2.00, Carla will meet with one person at a time. All meetings must finish by 5pm. Carla needs to make a plan for her meetings. The plan needs to show the start time and end time of each meeting. Create a plan for Carla. 5 (Total for Question 8 is 5 marks) TOTAL FOR PAPER IS 48 MARKS 11