Continuing education quiz.

The CE quiz in ABA Bank Marketing magazine provides Lip to 10 continuing education credits per year to Certified Financial Marketing Professional (CFMPs). Each quiz consists of 10 questions taken directly from the articles in each issue and have been preapproved by the ICB for 1.0 credit per quiz. You must correctly answer seven out of the 10 questions to receive the credit.

To take the quiz, please go to www.icbmembers.org, login, and click on "Continuing Education Quizzes (ABA Magazine)" located on the left-hand side of the page. Once you have completed the quiz, you will receive immediate notification of the results, which can be printed and saved for your records. Quiz credits are automatically uploaded to your record and will show under "My Continuing Education Credits" within 48 hours. If you have any questions, contact ICB's Continuing Education Manager at icb@aba.com.

Tomorrow's Branch Takes Shape

By Deb Stewart

1. In general, the branch is changing and moving toward:

   1. More self-service features.

   2. A greater advisory role.

   3. Obsolescence.

   4. All-video interactions.

2. In the future, banks will be more successful if they differentiate themselves on the basis of:

   1. Price.

   2. Products.

   3. Customer experience.

   4. Technology sophistication.

3. For Extraco, the most important element of the brand is:

   1. People.

   2. Product.

   3. Processes.

   4. Technology.

   The Once-a-Century Opportunity

   By Walt Albro

4. When planning a 100th birthday celebration, the bank needs to take into consideration all of the following factors EXCEPT FOR:

   1. Reach of advertising channels.

   2. Customer demographics.

   3. The community culture.

   4. The brand.

5. The critical piece of advice for an anniversary celebration is:

   1. Budget extra money.

   2. Plan far ahead.

   3. Highlight customer testimonials.

   4. Get involved with local historical associations.

   Enhancing Customer Service? Go Fast and Furious!

   By Ron Kaufman

6. If you can't roll out an enhanced customer service program in all departments at once, it is best to begin with:

   1. Customer-facing personnel.

   2. C-level executives.

   3. Internal support personnel.

   4. Middle managers.

7. Once a customer service enhancement program is in place, the employees should attempt to solve first the problem that is the:

   1. Longest-standing.

   2. Easiest

   3. Most recent.

   4. Toughest.

   Why Is Financial Selling Getting Worse--Not Better?

   By Jim Schneider, Mike Shallanberger and Coral Schneider Eby

8. The essence of the effective sales process is:

   1. Technological...