Business admin core; Performance Indicators; DECA.

All business admin core performance indicators 2024-2025 highschool. Applicable for: PHT, Entrepreneurship, Marketing, Business admin core, Business Management and Administration, Finance, and other Roleplay PI's for state level.

Explain the nature of positive customer relations

Customers are the life of any business; any interaction should be positive, courteous, and respectful. Positive customer relations can include showing appreciation, delivering timely service, training employees effectively to interact with clients, and appeasing any concerns brought forward.

Demonstrate a customer service mindset

Be open to feedback, put self in customer shoes, respect customers time, and show empathy.

Develop rapport with customers

A positive relationship between customers and the business. Improves customer retention and satisfaction. Listen to customers, be empathetic to them, find common grounds, follow up to ensure satisfaction.

Reinforce service orientation through communication

Employees should make it clear that their intention is to help the customer. Emphasis on customer service. Make customers valued.

Respond to customer inquiries

Crucial for building a positive relationship with customers. Answering questions of customers while being clear and friendly to maintain a positive relationship with customers.Respond promptly. ... Be clear and concise

Adapt communication to the cultural and social differences among clients

avoid slang, speak slow, actively listen to make the customer feel at home. overcome stereotypes, open mind

Interpret business policies to customers/clients

Educating people about certain business policies clearly and effectively. Invite questions and tell why these policies are in place to enhance satisfaction and loyalty.

Build and maintain relationships with customers

show that you care and put self in customer shoes. be transparent and build trust to keep them coming back.

Handle difficult customers

There are a variety of difficult customers including those who are angry, impatient, demanding and indecisive. To handle these, first maintain control over your personal emotions and behavior by staying calm and listening closely to the customer. Acknowledge their concerns, maintain eye contact and demonstrate compassion for the situation. Try to solve the problem or identify someone who can act on the customer's behalf. Whenever possible, offer choices.

Handle customer/client complaints

Listen, show empathy, and apologize if necessary. Ask questions and learn from mistakes. Follow up too. Enhances satisfaction and loyalty. think of complaints as an opportunity to learn and improve service

Identify company's brand promise

Declaration of what customers can consistently expect from a business. Guiding principle for branding efforts and customer engagements. The more this is delivered, the stronger the brand in the eyes of customers.

Determine ways of reinforcing the company's image through employee performance

Pleasant greeting, helpfulness, knowledgeable, compassion

Discuss the nature of customer relationship management

Customer relationship management involves finding customers and keeping them satisfied through a variety of means. It is useful for developing and maintaining customer relationships. good touchpoints

Explain the role of ethics in customer relationship management

Create a foundation of trust and integrity. Being transparent, being fair, and taking accountability creates a good relationship with customers and leads to long term business success.

Describe the use of technology in customer relationship management

Technology can be very important when it comes to customer relationships for the company. Whether is be surveying our customers through email or calling. Customer relationship management is impossible without technology, It would keep business updated on what consumers want. For example using something like social media. It gets through to our customers in this day and age and it also does not require an immense amount of money.

Comply with the spirit and intent of laws and regulations

grasp its intended purpose, dont find loopholes, be as ethical as possible.

Discuss the nature of law and sources of law in the United States

the nature of law involves regulating societal conduct through established rules, Sources: constitution, statutory law (made by legislative), administrative regulations, common law (judicial)

Describe the United States' judicial system

in charge of deciding the meaning of laws, how to apply them to real situations, and whether a law breaks the rules of the Constitution. levels: district, circuit (1st lvl of appeal), supreme.

Describe methods used to protect intellectual property

Copyrights (original works of authorship,) trademarks(recognizable symbol/phrase showing company), patents(right of an invesntion), trade secrets(formulas, processes, like cocacola).

Describe legal issues affecting businesses

employment law, (wages, discrim), intellect prop laws, regulations, (health, environment) taxation issues.

Identify the basic torts relating to business enterprises

Tortious interference, (third party disrupts a contractual agreement) restraint of trade, (limiting business ability to operate freely in a market place) injurious falsehood, (false claims to hurt) unfair competition, (copy right/trademark infringement or trade secret stealing) fraudulent misrepresentation, (deception such as misinfo about products or services.)

Describe the nature of legally binding contracts

Enforceable in a court of law, clear agreement between 2/moreparties, define all terms, time constraints, and each party involved. Must have consideration meaning both parts willingly signed.

Describe the nature of legal procedure

The standardization for the means by which cases are brought, parties are informed, evidence is presented, and facts are determined is intended to maximize the fairness of any proceeding.

Discuss the nature of debtor-creditor relationships

Voluntary - someone volutarily purchases something, like ordering food, using a credit card, not coerced into doing.

Explain the nature of agency relationships

Contract is agreed upon where an agent acts on behalf of another (the principal) to create legal relations with a third party. The agent is subject to principals control and the agent agrees. ex: real estate agent working for someone looking for a new home.

Discuss the nature of environmental law

Environmental law is a form of legislation that addresses the effects of human activity on the environment. Protects human health and nature, to reduce/prevent harmful effects of human activity on ecosystems.

Discuss the role of administrative law

Determines the power and responsibilities of federal and state agencies! The procedures determined by a government agency involving operations, rules, etc of executive branch and its agencies.

Explain types of business ownership

sole proprietorship, partnership, corporation (limited liability, legal entity distinct from its owners.) C for bigger, S for smaller corps to avoid double taxes but lower than 101 shareholders. (earned income tax and shareholders pay tax on dividends.)

Explain the nature of import/export law

A tax collected on imports and some exports by the customs authorities of a country. Regulated by customs and border protection, govern what cannot be brought into a country.

Describe the nature of customs regulations

In the USA, customs regulations are imposed by the U.S. Customs and Border Protection agency. They exist to protect the country's economy, people, and environment; and monitor the flow of goods across international borders.

Identify sources that provide relevant, valid written material

Government publications or websites, textbooks, professional research papers. Find authors sources, credibility, org thing.

Extract relevant information from written materials

word search (ctrl f), using an index/toc, skimming the text.

Apply written directions to achieve tasks

1. read once

2. clarify things

3. highlight key things

4. methodically execute each step

5. after finishing, review directions another time to insure proper following

Analyze company resources to ascertain policies and procedures

employee handbook - policies & procedures

internal reports - can be used to assess performance and plan for future

analytical reports - written document that is used by businesses to investigate business opportunities, problem-solve, and to justify decisions

Explain communication techniques that support and encourage a speaker

-NODDING

-EYE CONTACT MAINTAINED

-ACTIVE LISTENING

-POSTURE

-BODY LANGUAGE

-TAKING NOTES

-ASKING PERIODICAL QUESTIONS

-VERBAL CUES

Follow oral directions (CO:119) (PQ)

-LISTEN CAREFULLY, PRIORITIZE KEY WORDS AND DIRECTIONS

-EXECUTE STEPS AS GIVEN

-CLARIFY ANY DOUBTS

Demonstrate active listening skills

Face the speaker and have eye contact. ...

"Listen" to non-verbal cues too. ...

Do not interrupt. ...

Listen without judging, or jumping to conclusions. ...

Do not start planning what to say next. ...

Show that you're listening. ...

Do not impose your opinions or solutions. ...

Stay focused.

Explain the nature of effective verbal communications

-CLEAR MESSAGE

-PROPER TONE

-UNDERSTANDABLE LANGUAGE (KEY INFORMATION)

-DIRECT MESSAGE

-PROPER AUDIENCE

Ask relevant questions

Questions should be appropriate and relative to the topic under discussion.

Interpret others' nonverbal cues (CO:059) (PQ)

If the listener appears irratated,switch topics or end conversations. If the listen appears attentive continue on with the conversation

Provide legitimate responses to inquiries

Responses to inquires should be direct and assertive, while maintaining professionalism. They should also contain all necessary information.

Give verbal directions

Say the directions out loud in an initiative manner. Include all necessary information. Ask the audience if they have any questions, and answer clearly and thoroughly. Emphasize key points.

Employ communication styles appropriate to target audience

Use humor if appropriate, be dramatic/emotional if necessary, be serious when required, etc.

Remember the difference between formal and informal communication:

A discussion between an employee and a supervisor about work related issues is formal communication. Formal communication in the workplace involves behaving professionally and using a respectful tone. Asking another person (coworker) for an opinion or brochure are informal forms of workplace communication. A possible firing in the workplace is an example of gossip, which is a type of informal communication that should be avoided.

Defend ideas objectively

-using EVIDENCE to back up claims

-DO NOT STATE OPINIONS

-FACT-BASED information

-do not become defensive

-CALM tone, COLLECTED attitude

-ASSERTIVENESS -- stand up for your own or other people's rights in a CALM and POSITIVE way

-DO NOT be AGGRESSIVE

Handle telephone calls in a businesslike manner

State your contact information, say "How may I help you?", speak as if it were a real business meeting.

-respond with FIRST NAME, COMPANY NAME

-POLITE, FRIENDLY tone

-HAVE INFORMATION ON HAND to respond to inquiries

-KEEP DISCUSSION FLOWING, goal is to make a sale

-good MANNERS

-proper GRAMMAR

-DIRECT, SHORT, TO THE POINT

-state CONTACT INFORMATION

Participate in group discussions

-ask RELEVANT QUESTIONS

-RESPECT OTHERS' OPINIONS

-WORK COOPERATIVELY

-ACTIVELY LISTEN

-TAKE NOTES

-attempt to FIND A SOLUTION

-VOICE IDEAS

-try to aid MEETING A GOAL

-work COLLABORATIVELY

Facilitate (lead) group discussions

Define objectives, encourage participation, make sure no one dominates, speak clearly, be polite, learn phrases. ( Another point id like to make, on the other hand we could possible do this)

Make oral presentations

-make sure you are well prepared, know your content

-watch language, keep it simple, emphasizing the key points by repeating them with different phrasing

-voice clear, words pronounced clearly

-don't rush, speak slowly and loudly

-good body language, stand up straight

-interact with audience, have questions and points for discussion ready for them