Mark Scheme

SERIES 2-2017
Results

Pearson LCCI (ASE3041) LEVEL 3

English for Business
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ASE3041
2 2-2017
General Marking Guidance

 All candidates must receive the same treatment. Examiners must

mark the first candidate in exactly the same way as they mark the last.

 Mark schemes should be applied positively. Candidates must be

rewarded for what they have shown they can do rather than penalised
for omissions.

 Examiners should mark according to the mark scheme not according to

their perception of where the grade boundaries may lie.

 There is no ceiling on achievement. All marks on the mark scheme

should be used appropriately.

 All the marks on the mark scheme are designed to be awarded.

Examiners should always award full marks if deserved, i.e. if the
answer matches the mark scheme. Examiners should also be prepared
to award zero marks if the candidate’s response is not worthy of credit
according to the mark scheme.

 Where some judgement is required, mark schemes will provide the

principles by which marks will be awarded and exemplification may be
limited.

 When examiners are in doubt regarding the application of the mark

scheme to a candidate’s response, the team leader must be consulted.

 Crossed out work should be marked UNLESS the candidate has

replaced it with an alternative response.

ASE3041
3 2-2017
Question Answer Mark
Number

ASE3041
4 2-2017
1 Question 1 Marks should be allocated as follows
Layout:
Business letter conventions used appropriately and
consistently. It should be dated appropriately (1). It is from
the candidate and a job title must be given (1). The
salutation and closure must be in agreement (1). There
should be a suitable heading(1)
(4)
Mechanical accuracy:
Punctuation, grammar, spelling, syntax.
Deduct half mark for each separate error, up to the
maximum.

Range and fluency: (4)

A wide range of vocabulary is used and structures and
forms are appropriate for this level. The text reads fluently
and adopts a suitable tone which is apologetic but firm.
Communication is clear. No irrelevant information is used.
The recipient will be satisfied to receive the letter. Marks
awarded 0 - 4 depending on how far this is achieved and
there is no repetition of points.

Content: (4)
The following points must be raised accurately and
appropriately, using own words as far as possible, for 1
mark to be gained.
 Thank you for your letter
 Grateful for comments about David
 Sorry to learn of complaint
 Particularly as we pride ourselves on quality of our
materials
 David discussed your choice of surface material
and pointed out how it should be maintained
 You were given a leaflet about maintenance
 Products installed correctly
 David indicated how spillages should be cleared
immediately and surfaces wiped up
 Some household items (e.g. bleach, detergents)
could damage surfaces of wood and stainless
steel sink
 Incorrect care and maintenance could invalidate
guarantee
 Under the circumstances, David will arrange
another visit
 To remove stains, possibly by sanding/re-oiling
wood and cleaning stainless steel
 After this, hope you will follow the guidelines to
enjoy the products with no further problems.
(Total for Question 1 = 25
marks)
(13)

ASE3041
5 2-2017
Question Answer
Number Mark
1 Question 1 Continued:
A suitable answer would be as follows:

Date

Mrs R Douglas
29 West Street
Manton MT9 7JP

Dear Mrs Douglas

Your letter dated 6 April 2017

Thank you for your letter and for choosing TEL Kitchens to
install your new kitchen. We were pleased to hear that you
were delighted with the services provided by our fitter and
he thanks you for your comments.

I was sorry to learn that there was one aspect of the work
that did not fully satisfy you and you now appear to have
stains and marks on a work surface and your sink. We are
sorry to hear of your complaint, particularly as we pride
ourselves on supplying products of the highest quality.

I believe David, our fitter, discussed your choice of work

surface with you and pointed out how the surface should be
protected and maintained. The leaflet he left with you
should also have provided details of this. David did install
the surface correctly and did point out that although it was
now water resistant, any spillages should be cleaned
immediately. He also indicated how certain household
items such as bleach or detergents could cause damage to
the surface. Similarly, the sink is made of a stainless steel
material, but it can be stained by strong products.

Our leaflet does make it clear that our normal guarantee

might not apply if products are not looked after correctly.
However, in this case I will arrange for David to make
another visit to examine the kitchen. If he is able to remove
the stains, possibly by sanding down and re-oiling the wood
surface, and using a cleaner on the sink, he will do so.

I hope you will then pay particular attention to the

information about these products and you will enjoy many
years of appropriate use without any further problems.

Yours sincerely
Signature

Title and name

(Office Administrator)

ASE3041
6 2-2017
Question Answer
Number Mark
2 Question 2 – Report
Marks are awarded as follows:
Layout and presentation:
Ideas grouped into sections with appropriate headings, ease of
reference, no irrelevant material (1 mark each)
Mechanical accuracy:
(3)
Grammar, spelling, punctuation, syntax
Deduct half mark for each separate error up to the maximum of
3 marks.
Range and fluency:
A wide range of vocabulary is use, text reads fluently and (3)
original language is used. The points are listed in an
appropriate manner and sequence, with a consistent use of
language.
(Marks awarded 0-3 depending on how far this is achieved.) (3)
Content:
The following points should be raised appropriately:
Telephone and text issues
 Fraudsters attempt to gain your confidence by
sounding reliable and plausible (1)
 They then get you to give personal information that
they could use for fraudulent purposes (1)
 Because someone knows some of your details, do not
assume it is genuine (1)
 Even the number on caller display might not be
legitimate, as the number can be manipulated (1)
 Do not accept offer to ring the caller back – fraudster
can keep the line open (1)
 If suspicious, hang up, wait and then ring back –
preferably on a different phone (1)
 Be cautious about opening a text link you do not
recognise (1)
Social media issues
 Fraudsters adept at gathering large amounts of
personal information from social media sites to build up
a profile of an individual for fraudulent purposes (1)
 So take care in sharing personal details on social
media sites (1)
 Advisable to check personal privacy settings regularly
to prevent information being picked up by strangers (1)

ASE3041
7 2-2017
Question Answer
Number Mark
2 Email issues
 Like telephone/text, fraudulent emails may appear to
be innocent but have a sinister outcome (1)
 Do not download suspicious items – can be harmful to
your computer (1)
 You should not respond to emails requesting personal
information without checking (1)
 You should not open any link until you are sure it is
legitimate (1)
 Do not reply to any message through a given link – if
necessary, use an organisation’s advertised web
address (1)
 Install our free security software, that generates a
security alarm, on your home computer – it is on your
(16)
work machine (1)

(Total for Question 2 = 25 marks)

ASE3041
8 2-2017
Question Answer
Number Mark
2 Question 2 continued

A suitable answer would be as follows:

To Security Committee
From A Candidate
Date (date)
Reducing fraud at work and home
I have been asked to produce a report on issues of fraud being
carried out through communication systems. I have
summarised the issues under three headings, and then
provided advice, or ’tips‘ for staff to avoid being a victim of fraud,
at work or at home.
Telephone and text fraud
A fraudster usually uses a tactic of pretending to be from a
genuine, reputable organisation, such as the police or a bank.
The aim is to create a relationship of trust with you so you are
able to give information such as bank details or your PIN, which
can then be used for criminal purposes.
 Because an organisation appears to know your
personal details, do not assume the call is genuine.
 You should not assume that a number in the caller
display is legitimate, as this number can be
manipulated by fraudsters.
 Do not accept an invitation to call the organisation back
immediately –fraudsters can keep the line open so you
simply speak to them again.
 If you are suspicious, hang up and wait for some time
to clear the line. If possible, use a different phone to
check or report the fraud.
 You should be very cautious about opening a link in a
text message that you do not recognise.
Social media fraud
You might feel that using social media is a convenient and
enjoyable way of maintaining links with family, friends or
colleagues. However, fraudsters are adept at using social
media sites to build up a detailed profile of you which can be
used for fraudulent purposes.
 You must take great care in sharing a large amount of
personal details on social media sites.
 It is advisable that privacy settings are checked
regularly to restrict access to your personal information
from strangers who might not be trustworthy.

ASE3041
9 2-2017
Question Answer
Number Mark
2 Email fraud
Like fraudulent telephone calls, fraudulent emails might appear
to be legitimate, but they aim to convince you to divulge
personal information, access a fraudulent website, or download
harmful software onto your computer.
 You should be wary about responding to any email
requesting personal information.
 You should not reply to a message to open any link
unless you are fully convinced that the email is
legitimate.
 If you receive a message claiming to be from a real
organisation and you are suspicious of it, do not reply
to it, but contact the organisation through its normal
web address that you have used before.
 Any workplace computer has the latest security
software installed. This generates a security alert
when a suspicious site is accessed. Staff are
recommended to install this free software on their
home computers.

ASE3041
10 2-2017
Question Answer
Number Mark

ASE3041
11 2-2017
3 Question 3
Candidates are not asked to write full sentences so any
answers that are clear, concise and give an appropriate
response should be rewarded.
It is possible that some candidates could be familiar with the
subject but they should not have any advantage. The questions
allow candidates to demonstrate their understanding of the
content, which should, as far as possible, be expressed in their
own words.
Marks for content should be awarded as follows. Errors in
mechanics should be penalised by ½ mark up to the maximum
of the marks for each question, but this should not include
penalties for sentence structure when sentences have not been
used
Answers that simply copy from the text should be awarded no
more than half marks.
a. Sceptics – people suspicious of truth of something (1)
such people did not believe that WiFi would work on a
quickly moving train (1) travelling long distance (1) over (4)
different geographical conditions (1)

b. Passengers become used to enjoying a reliable WiFi

performance at home or at work (1) because of
advanced communications technology or equipment
(1) so they started to demand such a service (3)
everywhere (1)

c. Early attempts to provide WiFi on trains were frustrated

because reception varies in different locations as trains
move (1) would therefore be better if trains did not
move (1) but this is a joke because the whole point of
trains is to move (1) (3)

d. Locations along a railway line (1) where wireless

reception is weak or non-existent (1) (2)
e. The company liaised with the various companies that
operated services along the route (1). It also fitted
trains with the most modern equipment (1) that made
continuous attempts to make successful connections
(1) (3)

f. ’Hot spots‘ technology increases the power of the

signals (1) to make sure that all passengers who wish
to receive a signal can do so (1) – this eliminates the
’interference‘ (1) caused by many devices being used
in a limited space (1) (4)

ASE3041
12 2-2017
Question Answer
Number Mark
3 g. Government has the aim of ensuring all parts of the
country should be covered by reliable WiFi reception
(1) – it will do this by concentrating on improving
reception in ’not-spots‘ (1) particularly areas alongside (3)
major railway lines (1)
h. Passengers who prefer peace and quiet (1) are
disturbed by overhearing loud mobile telephone
conversations (1) or noisy broadcasts on tablets (1) (3)

ASE3041
13 2-2017
Question Answer
Number Mark
3 Suitable answers would be as follows:
a. ’Sceptics‘ are people who are suspicious of the truth
about something. Such people did not believe that
WiFi would work on a train travelling long distances
very quickly through a wide range of geographical (4)
conditions.

b. Passengers on trains became used to enjoying reliable

WiFi performance at home or at work because of
advanced communications technology and equipment,
so they started to demand such a service everywhere. (3)

c. When early attempts were made to provide WiFi on

trains, they did not work well as reception varies from
one location to another along the route. If the train did
not move, it would enjoy an even reception, but this (3)
was suggested as a joke because the whole point of a
train is to move between destinations.
d. ’Dark spots‘ are locations along a railway line where
wireless reception is weak or non-existent. (2)

e. Coast to Coast Railways liaised with the various

companies operating along the line. It also fitted the
trains with modern equipment that made continuous
attempts to make successful connections. (3)

f. ’Hot spots‘ technology increases the power of the

signals in order to ensure that all passengers wishing
to be able to receive a signal can do so. This
eliminates the ’interference‘ caused by many devices
being used in a limited space. (4)

g. The government has an aim of ensuring all parts of the

country should be covered by reliable WiFi reception.
It will do this by concentrating on improving reception
in ’not-spots‘, particularly areas alongside major (3)
railway lines.

h. Passengers who prefer peace and quiet on their

journeys have been disturbed by overhearing loud
mobile telephone conversations and noisy items being (3)
broadcast on a tablet.
(Total for Question 3 = 25 marks)

ASE3041
14 2-2017
Question Answer
Number Mark
4 Question 4 Memo
Layout:
Correct memo layout (to, from, date, subject headings) (2)
Style and tone:
Marks are awarded on a scale 0 – 4 depending on how far
the memo ’works‘ as a communication. The tone should
be supportive and encouraging. The message should be
clear and non-threatening. An appropriate order should be
chosen, and the points raised must be relevant. (4)

Mechanics:
Punctuation, grammar, spelling, syntax. Deduct half mark
for each separate error, up to a maximum of three marks. (3)

Content:
The following points must be raised accurately and
appropriately, using own words as far as possible, for 1
mark for each point.

 You have probably heard of floods in Yedlin City

 Flooding caused major problems due to inundation
of dirty and contaminated water
 Much cleaning up needs doing – probably a long
job
 Some production switched to our branch
 We must maintain our own production level
 Next Monday and for the week – 2 hours added to
the working day – and for the following week
 Except Friday – for cleaning and maintenance
 Canteen open each day at 5.00 pm to 7.30 pm
 Working full days Saturday and Sunday – possibly
not following week
 Hope many staff will work extra – but not
compulsory
 Contact supervisor if you cannot/will not work
extra
 Will be paid overtime as per contract
 More lorries loading or delivering
 We will try and keep disturbance to neighbourhood
to a minimum
 Please reassure any people from the
neighbourhood
 Thanks for support (16)

(Total for Question 4 = 25 marks)

ASE3041
15 2-2017
Question Answer
Number Mark

ASE3041
16 2-2017
4 A suitable answer would be as follows:

To All staff
From A Candidate
Date Monday 6 April 2017

Problems in Yedlin City

You will probably have heard of the flooding in Yedlin City and
how our premises have been affected. I can confirm that the
inundation of the premises by dirty and contaminated water
means that there must be a lengthy clean-up process. We do
not know how long this might take, but we will advise you of its
progress.

As the branch in Yedlin City is now unable to operate,

production is to be switched to other branches, including ours.
Of course, we must maintain our own production levels and so it
is proposed that we extend our operating hours, starting from
Monday of next week, Monday 10 April 2017.

It is proposed that from Monday to Thursday, we will work an

extra two hours per day, after our normal closing time of 5.00
pm. We will ensure that the works canteen remains open from
5.00 pm to 7.30 pm to provide refreshments for staff. There will
be no additional time worked on Friday as the whole premises
must be cleaned and maintained. This working pattern will be
repeated during the following week, commencing Monday 17
April 2017. Between these two weeks, we do propose to
operate at the weekend, with Saturday and Sunday becoming
normal working days.

We must stress we hope that most staff will support us and will
be prepared to work the extra hours, but this is not compulsory.
We appreciate that some of you might not wish, or be able, to
work during these hours. If you are not able to do so, we would
ask you to discuss this with your supervisor. Of course, this will
be an opportunity to boost your earnings; the details of overtime
payments are stated in your contract.

One implication of the extended hours will be that we will be

receiving and making more deliveries to and from our plant.
You might be asked about this by people who live near the
premises. Please reassure them that we will attempt to keep
any further disturbance to a minimum. I know nobody likes to
have lorries in their street at times such as early morning or late
at night.

Thank you very much for your support. Please feel free to ask
any questions about these plans, and we will certainly keep you
informed as to what is proposed in the longer term.

(Total for Question 4 = 25 marks)

ASE3041
17 2-2017
 TOTAL FOR PAPER =100 MARKS

ASE3041
18 2-2017