CONTINUING EDUCATION QUIZ
The CE quiz in ABA Bank Marketing magazine provides up 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 email@example.com.
Is Your Customer Service Really Unique?
By Mary Beth Sullivan and Vanessa Mambrino
1. For correct brand positioning, you need to know what
your customers “need and want” from your bank.
And, beyond that, you need to know this same type of
a. Former customers.
b. Prospects in general.
c. The community as a whole.
d. Customers needed by the bank to reach financial goals.
2. When trying to understand the bank, its best to talk to:
a. A sample of second-tier managers.
b. Top management only.
c. Board members only.
d. Frontline personnel only.
3. The following are all valid methods for measuring
Refresh Your Website?
progress in putting a brand strategy into practice
a. Monitoring changes in aided and unaided brand awareness.
b. Limiting feedback to top management.
c. Having customers rate the bank on several key service
d. Having on-going dialogues with second-tier managers
about what is working.
By Wade Arnold
6. All of the following are ways of search engine
optimization (SEO) that can be imbedded in a website
a. Placing keywords in headings.
b. Placing more pictures.
c. Placing keywords in content.
d. Cleaning up URLs.
7. When it comes to SEO, website visibility is enhanced by:
b. Volume of text.
8. Bank websites today need to be accessible from all of
the following devices EXCEPT for:
d. Tablet computers.
Don’t Give Your Products a Bad Name
By Jake Hancock
4. Names for products and services should focus less on
“transaction” and more on:
c. Compliances issues.
d. Customer experience.
5. All of the following are accurate about the suite of
product and service names developed by Cowboy Bank
a. Distinguishes the product tiers.
b. Reinforces a unique brand story.
c. Uses commonplace account descriptions.
d. Creates consistency with the brand voice.
It’s for a Good Cause
By Walt Albro
9. In addition to donating money to charitable organizations,
Summit State Bank also provides all of the following in-kind support to its nonprofit customers EXCEPT for:
a. Lending its graphic design talent.
b. Renting space for nonprofit meetings.
c. Sharing radio advertising time.
d. Sharing trade show booths.
10. 1st Summit Bank’s employee foundation raises money
only through contributions from:
a. The bank.
b. Bank customers.
d. Community businesses.