Continuing education quiz.

Going Green by Deb Stewart

1. Some of the environmentally friendly communications tactics introduced by PNC include all of the following EXCEPT:

   [] A print-on-demand option for brochures.

   [] More intensive use of digital signage.

   [] Recycled paper for take-ones.

   [] New product brochure displays.

2. PNC believes that when customer learn of the bank's environmentally friendly policies, these customers are more likely to:

   [] Purchase products.

   [] Remember the bank brand.

   [] Support the bank's other charitable causes.

   [] Practice green initiatives in their private lives.

3. Recycled products for bank buildings are:

   [] Usually more costly.

   [] Not commonly available.

   [] Often the same price.

   [] Available only to large banks.

   We had a Great Time! by Brenda Marlin, CFMP

4. The essential ingredient in making a customer-appreciation event a success is the:

   [] Decor.

   [] Food.

   [] Experience.

   [] Expense.

5. Every appreciation event should:

   [] Have good food and lots of giveaways.

   [] Be held at a popular location.

   [] Be tied into the bank's strategic marketing plans.

   [] Be open to customers and noncustomers alike.

   Extending the Honeymoon by David Funsten

6. Prior to finalizing an on-boarding program, you need to develop an offer for:

   [] All new customers as a group.

   [] Each week of the on-boarding period.

   [] Each communications channel.

   [] Each targeted segment.

7. To determine the types of products new customers would be more likely to buy, use:

   [] Educated guesses.

   [] Data mining.

   [] Observations from front-line personnel.

   [] A list of the bank's profitable products.

8. If your bank lacks key data on new customers and a way to share this data across the enterprise, you can substitute by:

   [] Developing key questions to ask the customer at the initial stage.

   [] Doing a later telephone survey with the customer.

   [] Using national data on what products customers are mostly like to buy next.

   [] Doing a mass mailing to all new customers.

   Put a Smile on Stockholders' Faces by...