DECA PIs Exam Questions and Answers
100% Solved | Graded A+
Explain the nature of positive customer relations - ✔✔long term, mutually
beneficial relationships between a company and their customers
Demonstrate a customer-service mindset - ✔✔Focusing on creating
customer value, trust, and loyalty
and creating a positive imprint in the customer's mind. Can be done by
welcoming, encouraging, and helping customers.
Develop rapport with customers - ✔✔By exhibiting empathy with customers
and being understanding. This will establish a mutual feeling of friendship.
Reinforce service orientation through communication - ✔✔Service
orientation refers to training in proper customer service techniques. Can be
done through greeting customers, asking to assist them, and having them
give feedback through surveys. Communication with the customer,
reinforces customer service.
Respond to customer inquiries - ✔✔Understand what the customer has
asked/said
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©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
,and show willingness to aid them. Be open to the information they're giving
you (listen attentively), then demonstrate your knowledge/expertise in that
area. Even if the problem cannot be solved by you, make sure the
interaction goes smoothly by being friendly (improves customer's
experience).
Adapt communication to the cultural and social differences among clients -
✔✔Accept differences of all people and avoid stereotyping (an
oversimplified, distorted statement about a group of people). Remain open
minded to various mindsets and ideas.
Interpret business policies to customers/clients - ✔✔- explain to employees
why certain policies are in place (helps them when answering customer's
questions)
- educate employees on how to provide this information in simple terms
- allow customers to speak and express their thoughts
- allow employees to sympathize with customers
- how to interpret policies: state the policy, explain how it relates to the
situation at hand, explain the importance of following it so that it's fair to
everyone, answer any other questions (calmly)
Build and maintain relationships with customers - ✔✔Communication is
key: communicate any problems in simple terms, while also not making the
2
©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
, customer feel beneath the employee. Be open minded towards feedback
and show appreciation towards the customer. Do the best to your abilities
at exceeding expectations.
Handle difficult customers - ✔✔Keep a calm mind (don't yell or argue with
the customer) and listen to what the customer has to say. Show them that
you care, don't blame the customer or the company, and try to help solve
the problem as best you can (even if this isn't your department, don't tell
that to the customer; simply find someone who can help) Finally, don't
make any promises you can't keep.
Handle customer/client complaints - ✔✔Be sure to listen to the entire
complaint (don't cut the customer off while they're speaking) and try to look
at things from their perspective. Don't pass the customer around from
person to person (this will get them more frustrated), but make sure the
person assigned to this customer has the authority to solve the issue.
Identify company's brand promise - ✔✔Statement made to customers for
them to understand the services/goods provided by the company and
generally associated with a slogan, logo and company name.
3
©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
100% Solved | Graded A+
Explain the nature of positive customer relations - ✔✔long term, mutually
beneficial relationships between a company and their customers
Demonstrate a customer-service mindset - ✔✔Focusing on creating
customer value, trust, and loyalty
and creating a positive imprint in the customer's mind. Can be done by
welcoming, encouraging, and helping customers.
Develop rapport with customers - ✔✔By exhibiting empathy with customers
and being understanding. This will establish a mutual feeling of friendship.
Reinforce service orientation through communication - ✔✔Service
orientation refers to training in proper customer service techniques. Can be
done through greeting customers, asking to assist them, and having them
give feedback through surveys. Communication with the customer,
reinforces customer service.
Respond to customer inquiries - ✔✔Understand what the customer has
asked/said
1
©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
,and show willingness to aid them. Be open to the information they're giving
you (listen attentively), then demonstrate your knowledge/expertise in that
area. Even if the problem cannot be solved by you, make sure the
interaction goes smoothly by being friendly (improves customer's
experience).
Adapt communication to the cultural and social differences among clients -
✔✔Accept differences of all people and avoid stereotyping (an
oversimplified, distorted statement about a group of people). Remain open
minded to various mindsets and ideas.
Interpret business policies to customers/clients - ✔✔- explain to employees
why certain policies are in place (helps them when answering customer's
questions)
- educate employees on how to provide this information in simple terms
- allow customers to speak and express their thoughts
- allow employees to sympathize with customers
- how to interpret policies: state the policy, explain how it relates to the
situation at hand, explain the importance of following it so that it's fair to
everyone, answer any other questions (calmly)
Build and maintain relationships with customers - ✔✔Communication is
key: communicate any problems in simple terms, while also not making the
2
©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
, customer feel beneath the employee. Be open minded towards feedback
and show appreciation towards the customer. Do the best to your abilities
at exceeding expectations.
Handle difficult customers - ✔✔Keep a calm mind (don't yell or argue with
the customer) and listen to what the customer has to say. Show them that
you care, don't blame the customer or the company, and try to help solve
the problem as best you can (even if this isn't your department, don't tell
that to the customer; simply find someone who can help) Finally, don't
make any promises you can't keep.
Handle customer/client complaints - ✔✔Be sure to listen to the entire
complaint (don't cut the customer off while they're speaking) and try to look
at things from their perspective. Don't pass the customer around from
person to person (this will get them more frustrated), but make sure the
person assigned to this customer has the authority to solve the issue.
Identify company's brand promise - ✔✔Statement made to customers for
them to understand the services/goods provided by the company and
generally associated with a slogan, logo and company name.
3
©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
