CONTINUING EDUCATION QUIZ
Universal Banker: The New Staffing Approach
By Deb Stewart
1. According to Novantas, the objective of technology is a
universal banker setting is to:
a. Reduce transaction time.
b. Minimize noncustomer-facing activity
c. Eliminate errors.
d. Enhance customer engagement.
2. Novantas says that there should be at least three levels of
universal bankers. The third level should be trained to:
a. Operate with securities or insurance licenses.
b. Engage in cross-selling and consumer-lending.
c. Sell simple accounts.
d. Sell all levels of products.
3. The best customer experience with universal bankers
a. The tellers behind glass walls.
b. The drive-through window.
c. The account-opening job.
d. The dual queue approach.
What’s on the Blog Today?
By Walt Albro
4. The Community Bank of the Chesapeake started profiling
local nonprofit organizations because the bank:
a. Thought it would draw more viewer traffic.
b. Received requests from customers.
c. Wanted more locally oriented content.
d. Thought the profiles would convey useful financial
5. It’s best to post blog articles of the following word
a. Less than 300 words.
b. Three hundred to 500 words.
c. More than 500 words.
d. Word length does not matter.
6. The best practice with respect to the use of photos in
a. Don’t use them.
b. Use only original photos.
c. Use only stock photos.
d. Use photos frequently.
Communicating about a Bank Merger or Acquisition
By Charles Gross
7. Communication to customers of the acquired or merger
bank needs to start as soon as the acquisition or merger
announcement is made in order to prevent:
a. A change in merger or acquisition arrangements.
b. Delay in account changeovers.
c. False rumors.
d. Added customer fees.
8. The second mailing should contain:
a. A booklet of frequently asked questions.
Facebook Contests: Raising Money for Charity
b. A letter signed by both CEOs.
c. An explanation as to why the merger or acquisition is
d. A new book of checks.
By Rhonda Foxworth
9. The theme of a Facebook contest needs to be matched to
a. Management’s philosophy.
b. Brand’s positioning.
c. Market’s culture.
d. Budget limitations.
10. Before rolling out the contest, one important thing that you
need to do is to:
a. Test it on a target audience sample.
b. Determine if the contest violates Facebook rules.
c. Tie the contest in with an upcoming event.
d. Extend the contest out of the bank’s normal brand
The Continuing Education quiz in ABA Bank Marketing and Sales magazine provides up to 10 continuing education
credits per year to Certified Financial Marketing Professionals (CFMPs). Each quiz consists of 10 questions taken 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 Bank
Marketing and Sales 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.