DECA - CUSTOMER RELATIONS EXAM
2025/2026 QUESTIONS AND ANSWERS
100% PASS
Active listening - ANS ongoing process of analyzing/evaluating what another person is saying
to completely understand speaker's feelings/true meaning of message
brand promise - ANS statement of enduring, relevant, and distinctive benefits valued by
customers
complaint - ANS expression that a situation is unacceptable/unsatisfactory
customer concentric - ANS act of keeping customer central to the organization's goals and
actions; always putting customer first
customer lifetime value - ANS prediction of potential profits customer will give to company
during duration of relationship.
customer loyalty - ANS when a customer does business almost exclusively with one
organization within an industry
customer relations - ANS relationship that a business has with customer and way in which
the business treats customer
pg. 1 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED
, customer relationship management - ANS strategies for managing/nurturing a company's
interactions with customers, clients, and prospects
customer service - ANS provision of service to customers before, during, and after a
purchase
database - ANS computerized collection of information stored in one place
feedback - ANS information about customer's thoughts or reactions to a product, service,
and/or situation; should be used as basis for improvement
follow-up - ANS further action to re-connect with customer after a previous communication
or service
image - ANS general idea or reputation that the public has of a product, brand, or company
inquiry - ANS request for information; question
match - ANS one of the 3 M's; includes paying attention to counterpart's breathing, voice
volume, pitch, speed and changing your own to be similar to theirs
mirror - ANS one of the 3 M's; observe counterpart's body language and their movements;
notice their nonverbal cues and work to move similarly to them
motivate - ANS one of the 3 M's; ask open ended questions in order to find a client's true
thoughts and/or feelings; find what matters to your client
rapport - ANS harmonious relationship in which there is a foundation of trust and
understanding between both parties
pg. 2 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED
2025/2026 QUESTIONS AND ANSWERS
100% PASS
Active listening - ANS ongoing process of analyzing/evaluating what another person is saying
to completely understand speaker's feelings/true meaning of message
brand promise - ANS statement of enduring, relevant, and distinctive benefits valued by
customers
complaint - ANS expression that a situation is unacceptable/unsatisfactory
customer concentric - ANS act of keeping customer central to the organization's goals and
actions; always putting customer first
customer lifetime value - ANS prediction of potential profits customer will give to company
during duration of relationship.
customer loyalty - ANS when a customer does business almost exclusively with one
organization within an industry
customer relations - ANS relationship that a business has with customer and way in which
the business treats customer
pg. 1 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED
, customer relationship management - ANS strategies for managing/nurturing a company's
interactions with customers, clients, and prospects
customer service - ANS provision of service to customers before, during, and after a
purchase
database - ANS computerized collection of information stored in one place
feedback - ANS information about customer's thoughts or reactions to a product, service,
and/or situation; should be used as basis for improvement
follow-up - ANS further action to re-connect with customer after a previous communication
or service
image - ANS general idea or reputation that the public has of a product, brand, or company
inquiry - ANS request for information; question
match - ANS one of the 3 M's; includes paying attention to counterpart's breathing, voice
volume, pitch, speed and changing your own to be similar to theirs
mirror - ANS one of the 3 M's; observe counterpart's body language and their movements;
notice their nonverbal cues and work to move similarly to them
motivate - ANS one of the 3 M's; ask open ended questions in order to find a client's true
thoughts and/or feelings; find what matters to your client
rapport - ANS harmonious relationship in which there is a foundation of trust and
understanding between both parties
pg. 2 @COPYRIGHT 2025/2026 ALLRIGHTS RESERVED
