About this event
Customer Service (formerly Client Service, with an objective test added for 2025-26) covers building positive customer relationships, emotional intelligence, resolving conflict, delivering on a brand promise, customer relationship management, and sales techniques. Individual event. How it runs: everyone first takes a 50-minute, 100-question multiple-choice objective test. At the National Leadership Conference the top 15 test scores advance to the final round, a role play: you get a business scenario, 20 minutes to prepare with two notecards, and then 7 minutes to present your solution to judges, who can ask questions during the role play. Only the role play score decides the winners; the test score is used to break ties. At regional and state levels some states run only the test, so check your state's rules.
FormatTest, then Role Play
DurationTest: 50 minutes, 100 multiple-choice questions. Finals (top 15): 20 minutes prep, then a 7-minute role play
Solo or teamIndividual
CategoryMarketing & Sales
Your plan
How to study
Built from the official topic outline. Take the check and read every lesson here with no account; a free account keeps your progress and opens flashcards, practice and full tests.
Find your weakest area
Take the 6-question check below: one question from each of the 6 areas. It tells you where to start.
Start the checkLearn every area
Every area of the official topic outline is below. Each has a short lesson, flashcards and practice, plus free reading.
See the areasPractice until every bar is full
Practice gives you one question at a time and leans toward the areas you miss. Your readiness meter fills as you get them right in every area.
PracticeTake a full test at the real pace
100 questions in 50 minutes, the official length. Your readiness meter counts your last 3 full tests from the past 30 days, and 90% fills each one.
Take a practice testRehearse the role play
Draw a practice card, prep on the official 20-minute clock, then present for 7 minutes. The judge scores it on the official rating sheet and says what to fix.
Practice the role play
The areas of the test
Fostering Positive Relationships
- Book · OpenStaxIntroduction to Business 2e, 17.2: Developing Interpersonal Skills Is Key to Your Success (opens in a new tab)
- Video · CrashCourseCrashCourse: Why You Need Trust to Do Business (Crash Course Business: Soft Skills #1) (opens in a new tab)
- Book · BCcampusIntroduction to Tourism and Hospitality in BC, 2nd Ed., 9.3: Exceeding Expectations with Remarkable Service (opens in a new tab)
Emotional Intelligence
- Book · OpenStaxPsychology 2e, 7.4: What Are Intelligence and Creativity? (includes emotional intelligence) (opens in a new tab)
- Book · OpenStaxCollege Success, 8.1: An Overview of Communication (covers the five components of emotional intelligence) (opens in a new tab)
- Book · LibreTextsCommunication in the Real World (LibreTexts), 6.3: Emotions and Interpersonal Communication (opens in a new tab)
Conflict Resolution
- Book · OpenStaxOrganizational Behavior, 14.3: Resolving Conflict in Organizations (opens in a new tab)
- Book · University of Minnesota LibrariesCommunication in Practice, 17.5: What Helps to Resolve Conflict (opens in a new tab)
- Video · CrashCourseCrashCourse: How to Handle Conflict (Crash Course Business: Soft Skills #13) (opens in a new tab)
Delivering on a Brand Promise
Sales Processes and Techniques
- Book · OpenStaxPrinciples of Marketing, 15.3: Steps in the Personal Selling Process (opens in a new tab)
- Book · OpenStaxIntroduction to Business 2e, 12.7: The Importance of Personal Selling (opens in a new tab)
- Book · OpenStaxPrinciples of Marketing, 15.1: Personal Selling and Its Role in the Promotion Mix (opens in a new tab)
Free reading comes from open textbooks, government health and business sites, free courses and professional associations, never a copy of a book or a test. Every link was checked on November 9, 2026.
Start here
Find your weakest area
6 questions, one from each of the areas of the Customer Service test. Each one is graded the moment you answer, with the reason, and the last screen tells you which area to study first. No account needed.
Judging
What judges score
- Demonstrates understanding of the role play and defines the problems to be solved10
- Communicates a position on the role play scenario10
- Identifies a logical solution and aspects of implementation10
- Displays empathy and diplomacy when responding to the role play scenario20
- Demonstrates conflict resolution and closure to the role play20
Role Play Delivery
- Statements are well organized and clearly stated10
- Displays poised body language, engaging eye contact and effective voice projection10
- Demonstrates the ability to effectively answer questions10
Total 100 points
Test day
What to expect
Test first, then a role play for finalists
Every competitor takes a 50-minute, 100-question multiple-choice test. At nationals the top 15 test scores (team scores are averaged) advance to the role play round, and only the role play score decides the winners. The test score breaks ties.
Machine-scored
Tests are machine-scored. Questions are drawn from the official FBLA topic outline for this event, across all of its topic areas. Expect a mix of recall (definitions, formulas), application (scenario-based), and analysis questions.
Top scorers advance
Top finishers at regionals advance to states, and top finishers at states qualify for the National Leadership Conference (NLC). How many advance depends on your state's rules. Study the official FBLA topic outline, which lists the subject areas the test covers.
Test format
- Time limit50 minutes
- Questions100 multiple choice
- OptionsA, B, C, D, one correct
- GuessingNo penalty, always answer
- IndividualSolo event
Competition levels: Regional Leadership Conference, then State Leadership Conference, then National Leadership Conference
Guidelines and resources
Bookmark to saveCurated by ChapterPrep. Free unless noted. External links open in a new tab.