Client Relations Flashcards
7 cards from real CPP practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Client Relations flashcards as text
An internal department submits a requisition naming a single brand without justification. What is the procurement professional's best first response?
Answer: Discuss the functional need with the requester to allow a performance-based specification
Clarifying the underlying need lets procurement open competition while still meeting the client's requirements.
Which document most clearly defines measurable service expectations between procurement and its internal clients?
Answer: Service level agreement (SLA)
An internal SLA sets agreed turnaround times, quality levels, and responsibilities between procurement and its customers.
A stakeholder with high influence but low interest in a sourcing project should generally be:
Answer: Kept satisfied with periodic, concise updates
In the power/interest grid, high-power, low-interest stakeholders are kept satisfied without overloading them.
What is the primary purpose of an early procurement involvement strategy with internal clients?
Answer: To shape requirements and sourcing options before decisions are locked in
Engaging early lets procurement influence specifications, market approach, and total cost before commitments are made.
An internal client repeatedly bypasses procurement and commits to suppliers directly. This practice is commonly called:
Answer: Maverick spending
Maverick spending is off-contract or unauthorized purchasing that bypasses established procurement processes.
Which approach best addresses maverick spending while preserving the client relationship?
Answer: Understanding root causes and making compliant channels easier to use
Root-cause analysis and simpler compliant processes (catalogs, P-cards, quick-turn options) reduce bypassing without damaging trust.
An internal customer satisfaction survey shows low scores for 'communication.' What is the most useful next step?
Answer: Follow up with clients to identify specific gaps and set an improvement plan
Survey data is actionable only when procurement digs into specifics and commits to measurable improvements.