DECA PIs (Customer Relations,
Marketing) Exam Q&A 100% Solved
Explain the nature of positive customer relations. - ✔✔A positive customer
relations mindset means believing that your customers:
-deserve the very best
-deserve your focused attention
-have the right to expect things of me
-have important problems and complaints
Positive customer relations yield benefits to the business, the employees,
and the customer.
Businesses benefit by being more competitive, obtaining repeat business,
and greater profits.
Employees may receive customer compliments and perhaps a raise or
promotion for good customer service skills.
Customers benefit by having a more pleasant, satisfactory buying
experience.
This creates an atmosphere of goodwill.
1
©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
, Positive customer relations need to be demonstrated when speaking to
customers in person, over the phone, or online. It should also be evident
while handling complaints, inquiries, and requests. Demonstrate good
customer relations by doing the following: considering and attempting to
meet their needs, concentrating on them without distractions, following up
with them, following through on what you say you are going to do, and
being efficient in handling issues.
Demonstrate a customer-service mindset - ✔✔-By being welcoming and
encouraging to customers and helping them, employees can demonstrate a
customer-service mindset.
-By having an attitude that customer satisfaction always comes first.
Making customers feel welcome, be willing to answer questions or find
answers to questions.
Develop rapport with customers. - ✔✔By exhibiting empathy with
customers and being understanding, employees can build rapport with and
retain customers.
-Be genuine
-Be warm and friendly
-Show interest
2
©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
Marketing) Exam Q&A 100% Solved
Explain the nature of positive customer relations. - ✔✔A positive customer
relations mindset means believing that your customers:
-deserve the very best
-deserve your focused attention
-have the right to expect things of me
-have important problems and complaints
Positive customer relations yield benefits to the business, the employees,
and the customer.
Businesses benefit by being more competitive, obtaining repeat business,
and greater profits.
Employees may receive customer compliments and perhaps a raise or
promotion for good customer service skills.
Customers benefit by having a more pleasant, satisfactory buying
experience.
This creates an atmosphere of goodwill.
1
©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
, Positive customer relations need to be demonstrated when speaking to
customers in person, over the phone, or online. It should also be evident
while handling complaints, inquiries, and requests. Demonstrate good
customer relations by doing the following: considering and attempting to
meet their needs, concentrating on them without distractions, following up
with them, following through on what you say you are going to do, and
being efficient in handling issues.
Demonstrate a customer-service mindset - ✔✔-By being welcoming and
encouraging to customers and helping them, employees can demonstrate a
customer-service mindset.
-By having an attitude that customer satisfaction always comes first.
Making customers feel welcome, be willing to answer questions or find
answers to questions.
Develop rapport with customers. - ✔✔By exhibiting empathy with
customers and being understanding, employees can build rapport with and
retain customers.
-Be genuine
-Be warm and friendly
-Show interest
2
©JOSHCLAY 2024/2025. YEAR PUBLISHED 2024.
