1
Certified Payroll Professional (CPP) 2025 Exam Questions
Reliability - Correct Answer-delivering what was promised timely,
dependably, & accurately
Responsiveness - Correct Answer-willingness to help the employees
promptly
Assurance - Correct Answer-the knowledge & courtesy you show to
employees and your ability to convey trust, competence, & confidence
Empathy - Correct Answer-the degree of caring & individual attention
shown to employees
Tangibles - Correct Answer-professionalism of the physical facilities &
equipment in the payroll department
Barriers to effective listening - Correct Answer-distractions, tuning the
person out, reacting emotionally, not reading body language, sending
false messages, & anticipating your response
Assertive communication style - Correct Answer-prefer facts that have
been verified by experience; prefer detailed advance planning & want to
know what is, not what might be
Expressive communication style - Correct Answer-interested in
possibilities first, then facts; react to challenges enthusiastically & enjoy
speculating about the future
1
, 2
Introspective communication style - Correct Answer-prefer points to be
arranged in logical, start-to-end sequences; interested in principles
involved & in cost/benefit analysis
Supportive communication style - Correct Answer-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 - Correct Answer-a process where the listener
repeats what was heard & asks for verification
Supporting management style - Correct Answer-low task / high
relationship; little control sought by manager with a good deal of trust &
support
Coaching management style - Correct Answer-high task / high
relationship; manager controls job & procedures, also relies on personal
communication with employees to coach them in performing
Delegating management style - Correct Answer-low task / low
relationship; most jobs delegated to the staff; little personal contact
desired by manager
Directing management style - Correct Answer-high task / low
relationship; manager seeks control over staff & direct performance, but
with little feedback & dialogue
Essential elements for effective feedback - Correct Answer-expectation
& reinforcement
2
, 3
Bridging statements that lead into reflective listening - Correct Answer-
clarifying to get additional facts, paraphrasing to clear up
misunderstandings, reflecting feelings, & summarizing main ideas
Staffing's 3 essential activities - Correct Answer-hiring, delegating, &
training
5 basic management skills - Correct Answer-planning/organizing,
staffing, directing, controlling, & reporting
Change management plan's first step - Correct Answer-Establish a
sense of urgency
Types of negative change reactions - Correct Answer-rational, personal,
emotional
5 steps in project management - Correct Answer-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: - Correct Answer-defining the scope of the
project, defining the time for the project, defining the tasks to be
completed, analyzing the resources needed, & evaluating costs
3
, 4
Guidelines for feedback - Correct Answer-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 - Correct Answer-Employment Eligibility Verification; verifies
that an employee can work in the US
Form W-4 - Correct Answer-employee's withholding certificate; used to
calculate federal income tax owed each pay period
3 benefits paid through social security - Correct Answer-retirement,
disability, & survivors
Common Law Test - Correct Answer-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
Behavioral control - Correct Answer-the right to direct or control the
means by which the worker performs the work to be done (including
instructions & training)
Financial control - Correct Answer-whether a worker has the opportunity
to make a profit or suffer a loss
Relationship of the parties - Correct Answer-the examination of how the
worker & employer perceive their relationship
W-9 Form - Correct Answer-Request for Taxpayer Identification Number
& Certification; used by nonemployees/payees to provide a taxpayer ID
4
Certified Payroll Professional (CPP) 2025 Exam Questions
Reliability - Correct Answer-delivering what was promised timely,
dependably, & accurately
Responsiveness - Correct Answer-willingness to help the employees
promptly
Assurance - Correct Answer-the knowledge & courtesy you show to
employees and your ability to convey trust, competence, & confidence
Empathy - Correct Answer-the degree of caring & individual attention
shown to employees
Tangibles - Correct Answer-professionalism of the physical facilities &
equipment in the payroll department
Barriers to effective listening - Correct Answer-distractions, tuning the
person out, reacting emotionally, not reading body language, sending
false messages, & anticipating your response
Assertive communication style - Correct Answer-prefer facts that have
been verified by experience; prefer detailed advance planning & want to
know what is, not what might be
Expressive communication style - Correct Answer-interested in
possibilities first, then facts; react to challenges enthusiastically & enjoy
speculating about the future
1
, 2
Introspective communication style - Correct Answer-prefer points to be
arranged in logical, start-to-end sequences; interested in principles
involved & in cost/benefit analysis
Supportive communication style - Correct Answer-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 - Correct Answer-a process where the listener
repeats what was heard & asks for verification
Supporting management style - Correct Answer-low task / high
relationship; little control sought by manager with a good deal of trust &
support
Coaching management style - Correct Answer-high task / high
relationship; manager controls job & procedures, also relies on personal
communication with employees to coach them in performing
Delegating management style - Correct Answer-low task / low
relationship; most jobs delegated to the staff; little personal contact
desired by manager
Directing management style - Correct Answer-high task / low
relationship; manager seeks control over staff & direct performance, but
with little feedback & dialogue
Essential elements for effective feedback - Correct Answer-expectation
& reinforcement
2
, 3
Bridging statements that lead into reflective listening - Correct Answer-
clarifying to get additional facts, paraphrasing to clear up
misunderstandings, reflecting feelings, & summarizing main ideas
Staffing's 3 essential activities - Correct Answer-hiring, delegating, &
training
5 basic management skills - Correct Answer-planning/organizing,
staffing, directing, controlling, & reporting
Change management plan's first step - Correct Answer-Establish a
sense of urgency
Types of negative change reactions - Correct Answer-rational, personal,
emotional
5 steps in project management - Correct Answer-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: - Correct Answer-defining the scope of the
project, defining the time for the project, defining the tasks to be
completed, analyzing the resources needed, & evaluating costs
3
, 4
Guidelines for feedback - Correct Answer-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 - Correct Answer-Employment Eligibility Verification; verifies
that an employee can work in the US
Form W-4 - Correct Answer-employee's withholding certificate; used to
calculate federal income tax owed each pay period
3 benefits paid through social security - Correct Answer-retirement,
disability, & survivors
Common Law Test - Correct Answer-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
Behavioral control - Correct Answer-the right to direct or control the
means by which the worker performs the work to be done (including
instructions & training)
Financial control - Correct Answer-whether a worker has the opportunity
to make a profit or suffer a loss
Relationship of the parties - Correct Answer-the examination of how the
worker & employer perceive their relationship
W-9 Form - Correct Answer-Request for Taxpayer Identification Number
& Certification; used by nonemployees/payees to provide a taxpayer ID
4
