DECA PIS: Customer Relations and
Selling (HLM) Exam Q&A 100% Solved
CUSTOMER RELATIONS - ✔✔
Performance Element: Foster positive relationships w/ customers to
enhance company image: - ✔✔
Explain the nature of positive customer relations - ✔✔Customer relations
involve finding customers and keeping them satisfied. It provides
companies with the means to develop and nurture customer relationships,
including lead generation, sales support, customer service, and other after-
sales activities that generate a positive overall image of the company.
Describes ways companies will engage with their customers to improve
customer experience. Aims to create mutually beneficial relationship that
extends beyond the purchase
Approach and reaction; steps taken before and after customer not just
during. Ex. dealing with complaints
Trying to meet needs, follow through
1
©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
, Demonstrate a customer-service mindset - ✔✔By being welcoming and
encouraging to customers and helping them, employees can demonstrate a
customer-service mindset.
Outlook that focuses on creating customer loyalty, value, trust.
Vision, people, Training, feedback,
Listening skills, problem solver, persuasive (not manipulative), positive
mindset, social skills and manners
Ex. assistance provided to the customer
Develop rapport with customers - ✔✔Exhibit empathy with customers and
show understanding
Reinforce service orientation through communication - ✔✔
Respond to customer inquiries - ✔✔Customer inquiries should be
responded to with all necessary and relevant information in an assertive
and friendly manner.
Act of asking for info
Acknowledge, willingness to help customer, question/phrase to encourage
customer for more info, dem. Knowledge, be friendly
2
©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
Selling (HLM) Exam Q&A 100% Solved
CUSTOMER RELATIONS - ✔✔
Performance Element: Foster positive relationships w/ customers to
enhance company image: - ✔✔
Explain the nature of positive customer relations - ✔✔Customer relations
involve finding customers and keeping them satisfied. It provides
companies with the means to develop and nurture customer relationships,
including lead generation, sales support, customer service, and other after-
sales activities that generate a positive overall image of the company.
Describes ways companies will engage with their customers to improve
customer experience. Aims to create mutually beneficial relationship that
extends beyond the purchase
Approach and reaction; steps taken before and after customer not just
during. Ex. dealing with complaints
Trying to meet needs, follow through
1
©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
, Demonstrate a customer-service mindset - ✔✔By being welcoming and
encouraging to customers and helping them, employees can demonstrate a
customer-service mindset.
Outlook that focuses on creating customer loyalty, value, trust.
Vision, people, Training, feedback,
Listening skills, problem solver, persuasive (not manipulative), positive
mindset, social skills and manners
Ex. assistance provided to the customer
Develop rapport with customers - ✔✔Exhibit empathy with customers and
show understanding
Reinforce service orientation through communication - ✔✔
Respond to customer inquiries - ✔✔Customer inquiries should be
responded to with all necessary and relevant information in an assertive
and friendly manner.
Act of asking for info
Acknowledge, willingness to help customer, question/phrase to encourage
customer for more info, dem. Knowledge, be friendly
2
©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
