Continuing education quiz.

Say hello to mobile banking

by Deb Stewart

1. The fastest-growing bank channel is:

   [] Branch. [] Online. [] Mobile. [] Land telephone.

2. If a bank begins to offer mobile banking, it ultimately will have to offer:

   [] Online banking.

   [] Call center banking.

   [] Remote deposit capture.

   [] Text messaging, smart phone applications and contactless payment.

3. Mobile banking could be a key channel for reaching certain demographic groups:

   [] Businesspeople and the elderly.

   [] Young people and Hispanics.

   [] Baby boomers and the affluent.

   [] Women and female businesspeople.

   What's the Incentive?

   by Brian Townley

4. After teaching branch managers how to write a marketing plan, the bank's marketing director followed up by having:

   [] The managers write their plan by themselves.

   [] Weekly coaching sessions as the managers drafted their plan.

   [] A meeting concerning performance incentives.

   [] Branch employees vote on whether they wanted to participate.

5. For every tactic that is identified to meet a goal, it is critical to have:

   [] A deadline. [] A rationale. [] An incentive. [] An overriding strategy.

   Calculating the Markup

   by Jens Baumgarten, Oliver Bushnell and David Vidal

6. The authors argue that "real" customer loyalty is best achieved through:

   [] Rewards for the use of certain products.

   [] Recognition for the customer's overall relationship with the bank.

   [] Discounts offered by the relationship manager.

   [] Pricing based on the customer's income and assets.

7. Profitability can be increased and discounts managed more effectively through all of the following except for:

   [] Understanding what drives customers' pricing sensitivity for each product,

   [] Determining how much "elasticity" is built into each price driver,

   [] Determining optimal rates and communicating them to relationship managers in the form of guidelines.

   [] Pricing strictly according to profitability needs,

8. Customizable CapitalOne credit cards are an example of:

   ...