CERTIFIED PAYROLL PROFESSIONAL
(CPP) EXAM QUESTIONS AND
ANSWERS 100% PASS
Reliability - ANS delivering what was promised timely, dependably, & accurately
Responsiveness - ANS willingness to help the employees promptly
Assurance - ANS the knowledge & courtesy you show to employees and your ability to
convey trust, competence, & confidence
Empathy - ANS the degree of caring & individual attention shown to employees
Tangibles - ANS professionalism of the physical facilities & equipment in the payroll
department
Barriers to effective listening - ANS distractions, tuning the person out, reacting emotionally,
not reading body language, sending false messages, & anticipating your response
Assertive communication style - ANS prefer facts that have been verified by experience;
prefer detailed advance planning & want to know what is, not what might be
Expressive communication style - ANS interested in possibilities first, then facts; react to
challenges enthusiastically & enjoy speculating about the future
@COPYRIGHT ALL RIGHTS RESERVED PAGE 1 OF 42
,Introspective communication style - ANS prefer points to be arranged in logical, start-to-end
sequences; interested in principles involved & in cost/benefit analysis
Supportive communication style - ANS interested in the effect of an idea on others; want to
know who agrees with an idea & what is helpful/valuable about it
Reflective listening - ANS a process where the listener repeats what was heard & asks for
verification
Supporting management style - ANS low task / high relationship; little control sought by
manager with a good deal of trust & support
Coaching management style - ANS high task / high relationship; manager controls job &
procedures, also relies on personal communication with employees to coach them in
performing
Delegating management style - ANS low task / low relationship; most jobs delegated to the
staff; little personal contact desired by manager
Directing management style - ANS high task / low relationship; manager seeks control over
staff & direct performance, but with little feedback & dialogue
Essential elements for effective feedback - ANS expectation & reinforcement
Bridging statements that lead into reflective listening - ANS clarifying to get additional facts,
paraphrasing to clear up misunderstandings, reflecting feelings, & summarizing main ideas
Staffing's 3 essential activities - ANS hiring, delegating, & training
@COPYRIGHT ALL RIGHTS RESERVED PAGE 2 OF 42
,5 basic management skills - ANS planning/organizing, staffing, directing, controlling, &
reporting
Change management plan's first step - ANS Establish a sense of urgency
Types of negative change reactions - ANS rational, personal, emotional
5 steps in project management - ANS 1) initiate (define the challenge)
2) plan (determine how to resolve the challenge)
3) execute (complete the task)
4) control (monitor the plan)
5) close (finish)
Project planning involves: - ANS defining the scope of the project, defining the time for the
project, defining the tasks to be completed, analyzing the resources needed, & evaluating costs
Guidelines for feedback - ANS if it doesn't matter ignore it; focus on the behavior; keep it
current; deal with observations; be specific, don't generalize; praise, don't punish
Form I-9 - ANS Employment Eligibility Verification; verifies that an employee can work in the
US
Form W-4 - ANS employee's withholding certificate; used to calculate federal income tax
owed each pay period
3 benefits paid through social security - ANS retirement, disability, & survivors
Common Law Test - ANS used to see if someone should be classified as an employee or an
independent contractor; if someone is subject to the control of the company, but only where
results are being accomplished, not by how, they are an IC
@COPYRIGHT ALL RIGHTS RESERVED PAGE 3 OF 42
, Behavioral control - ANS the right to direct or control the means by which the worker
performs the work to be done (including instructions & training)
Financial control - ANS whether a worker has the opportunity to make a profit or suffer a loss
Relationship of the parties - ANS the examination of how the worker & employer perceive
their relationship
W-9 Form - ANS Request for Taxpayer Identification Number & Certification; used by
nonemployees/payees to provide a taxpayer ID # (TIN) (SSN or EIN) to the company for which
the nonemployee/payee has received a reportable payment
Form SS-8 - ANS Determination of Worker Status for Purposes of Federal Employment Taxes
and Income Tax Withholding; used tp get IRS' ruling on worker's status
Form SS-4 - ANS Application for EIN
Statutory employees - ANS workers who aren't employees under the common law test, but
are treated as employees for certain tax purposes; not subject to federal income tax, but are
subject to social security & medicare taxes
Deadline to report new hires - ANS 20 calendar days from their date of hire
Form SS-5 - ANS Application for a Social Security Card
Lock-in letter - ANS A notice sent by the IRS to an employer that tells the employer how many
withholding allowances & what marital status to use when calculating an employee's federal
income tax withholding; single with step 2 checkbox checked & no other adjustments
@COPYRIGHT ALL RIGHTS RESERVED PAGE 4 OF 42
(CPP) EXAM QUESTIONS AND
ANSWERS 100% PASS
Reliability - ANS delivering what was promised timely, dependably, & accurately
Responsiveness - ANS willingness to help the employees promptly
Assurance - ANS the knowledge & courtesy you show to employees and your ability to
convey trust, competence, & confidence
Empathy - ANS the degree of caring & individual attention shown to employees
Tangibles - ANS professionalism of the physical facilities & equipment in the payroll
department
Barriers to effective listening - ANS distractions, tuning the person out, reacting emotionally,
not reading body language, sending false messages, & anticipating your response
Assertive communication style - ANS prefer facts that have been verified by experience;
prefer detailed advance planning & want to know what is, not what might be
Expressive communication style - ANS interested in possibilities first, then facts; react to
challenges enthusiastically & enjoy speculating about the future
@COPYRIGHT ALL RIGHTS RESERVED PAGE 1 OF 42
,Introspective communication style - ANS prefer points to be arranged in logical, start-to-end
sequences; interested in principles involved & in cost/benefit analysis
Supportive communication style - ANS interested in the effect of an idea on others; want to
know who agrees with an idea & what is helpful/valuable about it
Reflective listening - ANS a process where the listener repeats what was heard & asks for
verification
Supporting management style - ANS low task / high relationship; little control sought by
manager with a good deal of trust & support
Coaching management style - ANS high task / high relationship; manager controls job &
procedures, also relies on personal communication with employees to coach them in
performing
Delegating management style - ANS low task / low relationship; most jobs delegated to the
staff; little personal contact desired by manager
Directing management style - ANS high task / low relationship; manager seeks control over
staff & direct performance, but with little feedback & dialogue
Essential elements for effective feedback - ANS expectation & reinforcement
Bridging statements that lead into reflective listening - ANS clarifying to get additional facts,
paraphrasing to clear up misunderstandings, reflecting feelings, & summarizing main ideas
Staffing's 3 essential activities - ANS hiring, delegating, & training
@COPYRIGHT ALL RIGHTS RESERVED PAGE 2 OF 42
,5 basic management skills - ANS planning/organizing, staffing, directing, controlling, &
reporting
Change management plan's first step - ANS Establish a sense of urgency
Types of negative change reactions - ANS rational, personal, emotional
5 steps in project management - ANS 1) initiate (define the challenge)
2) plan (determine how to resolve the challenge)
3) execute (complete the task)
4) control (monitor the plan)
5) close (finish)
Project planning involves: - ANS defining the scope of the project, defining the time for the
project, defining the tasks to be completed, analyzing the resources needed, & evaluating costs
Guidelines for feedback - ANS if it doesn't matter ignore it; focus on the behavior; keep it
current; deal with observations; be specific, don't generalize; praise, don't punish
Form I-9 - ANS Employment Eligibility Verification; verifies that an employee can work in the
US
Form W-4 - ANS employee's withholding certificate; used to calculate federal income tax
owed each pay period
3 benefits paid through social security - ANS retirement, disability, & survivors
Common Law Test - ANS used to see if someone should be classified as an employee or an
independent contractor; if someone is subject to the control of the company, but only where
results are being accomplished, not by how, they are an IC
@COPYRIGHT ALL RIGHTS RESERVED PAGE 3 OF 42
, Behavioral control - ANS the right to direct or control the means by which the worker
performs the work to be done (including instructions & training)
Financial control - ANS whether a worker has the opportunity to make a profit or suffer a loss
Relationship of the parties - ANS the examination of how the worker & employer perceive
their relationship
W-9 Form - ANS Request for Taxpayer Identification Number & Certification; used by
nonemployees/payees to provide a taxpayer ID # (TIN) (SSN or EIN) to the company for which
the nonemployee/payee has received a reportable payment
Form SS-8 - ANS Determination of Worker Status for Purposes of Federal Employment Taxes
and Income Tax Withholding; used tp get IRS' ruling on worker's status
Form SS-4 - ANS Application for EIN
Statutory employees - ANS workers who aren't employees under the common law test, but
are treated as employees for certain tax purposes; not subject to federal income tax, but are
subject to social security & medicare taxes
Deadline to report new hires - ANS 20 calendar days from their date of hire
Form SS-5 - ANS Application for a Social Security Card
Lock-in letter - ANS A notice sent by the IRS to an employer that tells the employer how many
withholding allowances & what marital status to use when calculating an employee's federal
income tax withholding; single with step 2 checkbox checked & no other adjustments
@COPYRIGHT ALL RIGHTS RESERVED PAGE 4 OF 42
