Continuing education quiz.

• Position: Bank Marketing

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 pro-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 either the Online Quiz link of the MemService/Directory button on the left. 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.

Open Talk by Janet Bigham Bernstel

1. A fee-based service like wealth management is different from most traditional bank transaction services in that it requires:

   [] A consultative selling approach.

   [] Greater advertising and brand-awareness support.

   [] More extensive customer pro qualification.

2. The best way to succeed in wealth management is to:

   [] Provide a wider variety of investment vehicles than your competitors.

   [] Adopt a "client first" philosophy.

   [] Focus strictly on clients with the most assets available for investment.

3. Since the Internet is one of the best locations to market to high net-worth prospects, it's critical to provide relevant features and enhancements with the bank website.

   [] True. [] False.

   "Hello! This is your Call Center" by Tanja Man Sablosky

4. Even small call centers, at minimum, should measure:

   [] Agent performance quality.

   [] Calls handled.

   [] Call times.

   [] Sales.

   [] All of the above.

5. Major areas of call center growth are

   [] Outbound sales calls to customers and prospects.

   [] Proactive service and self-service.

   [] Closer integration with broadcast and Internet advertising.

6. Online customer self-service is never a viable alternative to a call center with live agents.

   [] True. [] False.

   Shemp...