Continuing education quiz.

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ABA Bank Marketing provides continuing education credit to members who hold the CFMP designation. The following quiz reflects the content of this magazine. The quiz has been pre-approved by the ICB for 1.0 hour of continuing education credit. The ABA Bank Marketing online continuing education quiz allows you to earn up to 10.0 hours of continuing education credit annually by passing the quizzes that are connected to each issue of ABA Bank Marketing, Each quiz will consist of 10 questions taken directly from the articles in each issue. To receive your 1.0 of CE credit, you must correctly answer seven out of the 10 questions.

To take the quiz, please go to www.aba.com/icbcertifications and click on the Members Only button on the left-hand side of the page. After you log in, select "Continuing Education Online Quiz" from the "Member Services Options" menu. Once you have completed the quiz, you will receive immediate notification of the results, which can be printed and saved for your records. If you have any questions, contact ICB's Continuing Education Manager at icb@aba.com.

Welcome Aboard!

by Christopher Watchtel

1. The biggest contributor to customer attrition during the first six months is:

   [] The bank's failure to pay enough interest on deposit accounts.

   [] A product or service that does not live up to expectations.

   [] The lack of convenient branches.

   [] The failure to communicate.

2. Cross-selling should be a major component of an on-boarding program because customers:

   [] With two or more services are 33 percent less likely to leave.

   [] Rarely buy another product unless asked.

   [] Need to be steered toward products more profitable to the bank.

   [] Are often unaware of the other available products.

3. The product to cross-sell is:

   [] The one most profitable to the bank.

   [] A loan rather than a deposit product.

   [] The next most likely product.

   [] The product that the bank needs to sell more of that month.

   Unexpected Hispanic Facts

   by Julia Gelatt and Dawn Konet

4. With respect to age, the Hispanic population is:

   [] About the same median age as the U.S. population.

   [] An unknown factor, since statistics in this area are not kept.

   [] Older than the U.S. population.

   [] Younger than the U.S. population.

5. The largest proportion of growth among the Hispanic population is attributed to:

   [] Unauthorized immigration.

   [] Births among Hispanics already in the United States.

   [] Immigration, both authorized and unauthorized.

   []...